Mercury Insurance Group

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.I would like to agree Revdex.com use my complaint as one of the review of Mercury, but please post after July 11th. I don't want anyone suffer from that like me but I don't want the review affect my court date. I already filed it to court and please give me your understanding. Since Revdex.com did not solve it for me, I would like to stand for myself. For your reference, details of the offer I reviewed appear below.I discussed with the police offer, which came right after the accident. He said that what I said was right and matched with what he remembered. But unfortunately, he did not see how the accident happen, he could not be my witness.  This is what Mercury said "no independent witness."In addition, Mercury's insured party gave two different statements regarding how the accident happened. His two new stories are not reasonable and in contrast. If Revdex.com want more review of Mercury, I would like to write about it after my court date. Thank you. 
Regards,
[redacted]

Attached is a copy of the notice of cancellation that was mailed to the customer on 3/23/16 to the address he confirmed in his original complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

As noted in our original response, the facts of this accident are disputed.  Our insured has presented us with his version which on its own is a reasonable and credible account of the accident.  The complainant has presented us with a different version of the accident which on its own might be considered to be reasonable and credible.  These two versions are conflicting as to where each party was prior to the collision and as to which party is at fault for this accident.   There are no independent witnesses or other evidence to prove that our insured is at fault.  This is a case of one driver's word versus the other driver's word.  In making a claim for damages against our insured, the complaint has the burden to prove that our insured is legally liable for the complainant's damages.  This burden has not been met.  As such, our position in this matter remains unchanged.  Should the complainant have any evidence that the complaint would like to submit for reconsideration of this matter, we are open to reviewing any such evidence.

Dear
Mr. [redacted]:
 
Thank you for sharing your concerns regarding your claim. Please know
that we value you as a policyholder and have taken the time to thoroughly
review your claim file in its entirety.
 
At
4:43 PM on February 26, 2015 you reported to Mercury that...

you had experienced a
break-in the previous day. Contents were stolen and damage was caused to the
dwelling and other contents. The claim was assigned to [redacted], a
Mercury Claims Representative, on Friday, February 27, 2015. Mr. [redacted]
left a message with you on March 2, 2015. Contact was ultimately made on March
3, 2015, and Mr. [redacted] explained the coverages, benefits, and any special
limits and deductible under your policy. A recorded interview was secured from
you during this call as well.
 
On
March 3, 2015 Mr. [redacted] assigned Coast Valley Claim Service, an
independent adjuster, to inspect the damage. Mr. [redacted] of Coast Valley Claim
Service inspected on March 6, 2015. He observed the damage to the front door
and to the engineered wood flooring. He reported that he felt replacement of
the flooring in the family and living rooms should be considered. Mr.
[redacted] contacted Delta Floors on March 6, 2015 for an expert opinion to
determine if a match could be found for the damaged floor or if full
replacement was warranted.
 
[redacted]
[redacted] of Delta Floors was able to identify the type of flooring and
advised that it was still being produced. He offered to inspect and prepare an
estimate based on his findings. Mr. [redacted] requested that Delta Floors
contact you to arrange a time to inspect. Delta Floors contacted us on March
11, 2015 advising that they contacted you and were not allowed to inspect as
you had not heard from Mercury regarding this. Mr. [redacted] contacted you on
March 11, 2015 requesting that Delta Floors be allowed to inspect. They
completed their inspection on March 12, 2015.
 
In
the interim, your Affidavit of Loss and Inventory forms were received by
Mercury on March 4, 2015. No proof of ownership for the stolen items was
submitted with these documents. Mr. [redacted] left you a message on March 13,
2015 and requested any proof of ownership for items listed in your inventory of
stolen contents. You returned his call the same day and advised you could
gather some receipts for some of the items. The receipts were received on March
16, 2015, and we forwarded the inventory and receipts to Insurer’s World
(Enservio) the same day. This is the company we used to assist us in confirming
the value for each item. The valuation was received, and we issued payment to
you on March 30, 2015. Payment was based upon the coverages and special limits
pertaining to the items that were stolen. This was outlined to you in the
letter accompanying the payment.
 
On
March 13, 2015 we received an email from Delta Floors advising that they may be
able to match the floor but would need to purchase a box and compare with your
flooring. Mr. [redacted] approved this course of action to determine if the
floor would match. Delta Floors sent you an email on March 19, 2015 confirming
that a box of flooring had been ordered. You sent an email to Mr. [redacted] on
the same day asking for an explanation of the email you received from Delta
Floors. In your email you demanded that the entire [floors] be replaced without
question. We understand that Delta Floors attempted to schedule a time to come
out and bring samples of the new floor to see if they would match. While we are
unclear about the exchange between you and Delta Floors, we understand that
there was some disagreement with having them come out.
 
Your
claim was reassigned to Mercury Claims Representative, [redacted], on March
19, 2015 for continued handling. She sent a letter and contacted you to advise
you of this change on March 20, 2015.
 
On
March 27, 2015 Mr. [redacted] of Delta Floors emailed you and requested an
opportunity to bring the flooring samples out to compare with your floor. After
some back and forth emails between you and Mr. [redacted], you provided a
window for him to come out on Monday March 30, 2015 between 7:30 and 8:30 AM.
Mr. [redacted] was not available during that time, so a time was never agreed
upon or scheduled.
 
On
March 30, 2015 we followed up with Delta Floors for a copy of their report and
repair estimate. They provided their repair estimate based on their initial
inspection and recommendation that a repair might be possible as the flooring
was still being produced. We reviewed their repair estimate and issued payment
on March 31, 2015.
 
Also
on March 30, 2015 we received copies of the door bids you submitted to Mr.
[redacted], the independent adjuster. We reviewed the bids and issued payment for
one of them on March 31, 2015.
 
On
April 1, 2015 you provided a bid to replace the flooring and also advised that
you were waiting for a flooring quote from two other flooring specialists. You
indicated that you would be submitting their fees for their inspections. Mrs.
[redacted] replied the same day and advised that we are not able to consider the
fees of your flooring experts for their inspections. While you are at liberty
to obtain any quotes for repairs to your home, we are not responsible for
charges related to these quotes.
 
We
received a report and quote from [redacted], one of your flooring experts,
on April 7, 2015. Mrs. [redacted] reviewed his opinion and replied to your email on
April 8, 2015 again advising that Delta Floors found two possible matches to
your floor. You were reminded that until a repair is attempted we would be
unable to consider full replacement. You claimed that you had left several
messages to Delta Floors to schedule an appointment to compare the flooring.
Delta Floors claimed that they never received the messages. We received a copy
of your email to them from March 31, 2015 requesting that they perform the
repairs. According to an email from Mr. [redacted], Delta Floors was hesitant
to schedule a time to do this as they felt your behavior towards them was
aggressive and demanding.
 
On
April 14, 2015 we received your letter of April 10, 2015 wherein you returned
the check we issued for the repair to the flooring. We returned this check to
you in our letter of April 16, 2015 as we knew that we owed at least that
amount. There was no reason to return the check to us as your claim was still
open pending the comparison of the flooring samples.
 
On
April 16, 2015 we issued a payment for the contents that were damaged in the
loss. The damaged contents were evaluated by Strictly Contents and you were
provided with their report.
 
On
April 17, 2015 you contacted Mercury Claim Supervisor [redacted] and asked
about how to move the claim forward. He offered to inspect with Delta Floors to
determine if the flooring samples would be a reasonable match. You accepted
this offer, and Mr. [redacted] contacted Delta Floors on Monday, April 20, 2015, to
make the arrangements. Mr. [redacted] also contacted you the same day to advise that
Delta Floors would be contacting you to schedule the inspection.
 
On
April 24, 2015 Delta Floors and Mr. [redacted] inspected the property and compared
the flooring samples with your flooring. While the samples were very close in
appearance, it was decided that a patch of the new flooring would be an obvious
difference compared to the flooring around it. It was decided that Delta Floors
would provide an estimate for complete replacement of the wood flooring in the
living and family rooms. This estimate was received and a supplemental payment
for replacement of the continuous wood flooring issued on April 28, 2015.  To date we have issued a total of $32,271.55 in claim payments to you.
 
Your
claim is still open given the continued communication between you and
Supervisor [redacted] regarding the flooring replacement. In reviewing your
claim, we do not feel that we have mishandled any portion of your
claim. We will continue to address any concerns you may have regarding this
claim until it is resolved.Thank you,[redacted]

We are in receipt of your request for assistance via the Revdex.com dated 11/17/2014. Your desired settlement is indicated as $6500.00 settlement for the accident. Our claims file indicates our conversation with you of 11/12/14 with a settlement offer of $6000.00 which was explained to...

consider your medical bills of $1328.65, loss of earnings $10.50 and general damages as a compromise to resolve your claim. Your response to our offer was a settlement demand of $6200.00.
In detailed review of the damages you have presented to us for medical treatment following this loss, we note that the emergency room provided a work release form for two days which was fortunately not needed. The ER doctor recommended recheck in 2-3 days with a private physician and to take over the counter Ibuprofen, 3 tabs every six hours. The ER examination was one day after the accident. On 2/10/14, four days post accident, Powersource Chiropractic was consulted. Following fifteen visits for treatment the chiropractor released you with "no pain" and stating "Ms. [redacted] chose to stop care based on the resolution of her subjective complaints." Based on the documentation provided by you, form the medical professionals who treated you, we would conclude that your injuries following the accident were quickly resolved and fortunately subjective in nature.   
We would like to conclude this claim with you by reaching an agreed settlement amount for your injury claim as soon as possible. We have accepted liability for this loss, paid for your property damages and are looking forward to the resolution of your injury claim. We will be happy to send a release of all claims for your signature and return to finalize this matter with you.
 
[redacted]
Branch Manager [redacted]
(714) 255-8900 ext. [redacted]

The following is the body of the most recent letter that was sent to Mr. and Mrs. [redacted] regarding their coverage for the subject claim, [redacted], under policy number, [redacted]:
Thank
you for your recent correspondence dated December 23, 2014. Please allow this
response...

to correct some misinformation contained in your letter. First, there
was no Notice of Cancellation sent to you as this matter involved a Renewal,
not a midterm non-pay cancellation. The Florida Statute you cited is in regard
to non-payment of premium under an installment plan. Second, you noted that you
paid via the automated system, however there is no evidence that your policy
was ever accessed or that any payment was made on or about the time the Renewal
payment was due. The Renewal Notice (enclosed) was mailed to [redacted] on July 28, 2014. A Reminder Notice (enclosed) was mailed to [redacted]
on August 26, 2014. Both Notices indicated premium was due by August 31, 2014
in order to continue your policy with Mercury Insurance. A Notice of Expiration
(enclosed) was sent to you at [redacted] on September 8, 2014. The
Butler-Vause address indicates that the agent/producer was copied on the
Notice, not that they were the primary recipients. Coverage terminated
effective September 1, 2014 at 12:01am as the Renewal premium was not received,
this is nearly two months prior to the subject claim’s date of loss.
Regrettably, your policy was not in force at the time of this accident. Mercury
was unable to afford you any coverage due to that fact. The decision was
arrived at thoughtfully and after confirming the information as outlined above.
Mercury’s position is firm and we consider the matter closed.
Please Contact the file handler, [redacted] at 800 987-6000 ext. [redacted], if you should have additional questions.Sincerely,[redacted]Claims Branch Manager

Mrs. [redacted] complaint states that she commenced her policy in January, the payment increased to $88 after being quoted with a monthly installment of $83 and that her February payment increased to $94.10. However, per the Mercury Application which was signed by Mrs. [redacted]; the policy started...

effective 12/28/16 with a quoted premium of $535.00 for 6 months. Six pay was the payment plan selected with a withdrawal in the amount of $88.60 being scheduled to be deducted on the 28th day of each month (invoice attached).Mrs. [redacted] claims to have not been notified of the change in premium; however, her agent Auto Insurance Specialists mailed Mrs. [redacted] a letter on 1/5/17 requesting proof of homeownership with a due date of 1/18 (see attached copy).The letter specifically states, “The items checked below are urgently required by your insurance company, Mercury Indemnity Company of Georgia. To avoid a premium increase or cancellation, please provide these items as soon as possible.” The letter requested the following documents to satisfy the requirement: Deed, Mortgage coupon, Mortgage agreement, Homestead exemption certificate, a homeowners insurance declarations page from the previous insurance company. When the proof of homeownership was not received, the discount was removed and a confirming Declarations page was mailed to Mrs. [redacted] along with February’s invoice reflecting the $22 increase in premium to $94.10 . This is in compliance with the Provisions of the Policy under 'Policy Changes & Premium' which states:1. Our contract with you:a. Is formed by this policy, the Application, the Declarations, as may be amended by us, and any endorsements issued by us; and b. May be changed only when we issue any:(1) Endorsement;(2) Amended Declarations; or(3) Amended policy.2. If we make a change to broaden coverage without issuing a new policy form and without any additional premium charge, the change will apply to your policy as of the date we make the change in your state.3. If information used to set your policy premium changes, we may adjust your premium per our rates and rules.Furthermore, referencing item ‘H’ of the Provisions of the Policy under 'Policy Changes & Premium' which states:YOU MUST INFORM US PROMPTLY OF CHANGES. Changes during the policy term that you must report to us, and that may result in a premium increase or decrease, include, but are not limited to, changes in:a. The number, type or use of insured autos or trailers shown on the Declarations;b. The principal garaging site of any insured auto or trailer shown on the Declarations;c. Household members or drivers who use insured autos;d. Marital status of a driver in your household;e. A person in your household reaching the legal driving age in the state where you reside;f. Coverage, limits or deductibles;g. Number of accidents, losses or traffic or motor vehicle law violations by any driver who resides in your household or who regularly operates an insured auto; andh. Your eligibility or ineligibility for discounts or credits.Mercury’s termination of the "Checkless Pay" program is outlined in the authorization form which was signed by Mrs. [redacted] in order to enroll for automatic monthly deductions (copy attached). The form clearly states, “Notification must be received by the Company at least three business days prior to the next scheduled debit date in order to prevent previously scheduled debit transactions.”  Also, Mercury’s cancellation procedure  is disclosed on the policy application under 'fees' which states, “I understand that I will be charged a $50.00 cancellation fee if, during the first 6 month policy period after inception of the policy, I cancel this policy for any reason. This fee is in addition to any premium the Company has earned for the coverage provided by this policy and may be deducted from any refund to which I am entitled. After the first policy period, I understand that the Company will not charge any cancellation fees. If the policy premium is paid in installments, an additional $5.00 service fee will apply to each installment. If these installments are paid by automatic payment (debit), the service fee applied to each installment will be $3.00. “In conclusion, Mercury Indemnity Company of Georgia will not waive the earned premium of $66.40 and is not responsible for fees incurred resulting from the insufficient funds in her account at the time the attempted withdrawal of the earned premium of $66.40 was made. As stated in the Notice of Cancellation which was mailed to Mrs. [redacted] on 3/17/17, “If the premium has been paid, a premium adjustment will be made as soon as practicable after cancellation becomes effective. If the premium has not been paid, a bill for the premium earned to the time of cancellation will be forwarded in due course.”Tell us why here...

To whom it may concern,   We have accepted liability for the accident and are paying for the customer’s repairs and rental. His vehicle is a 2013 Volkswagen CC Sport which is a 4 door sedan. His vehicle is not a premium vehicle. Mercury agreed to upgrade his rental to a premium class vehicle...

in order to satisfy him. The customer was very uncooperative regarding switching out the rental due to his claims that the vehicle was not driving straight. The customer refused to cooperate with [redacted] or with the insurance company. He refused to contact [redacted]’s roadside assistance regarding the alignment issue and when [redacted] offered to switch the vehicles, he found something wrong with every rental they offered him. [redacted] even offered to pay for the customer’s gas while in the rental and he refused.   While we have already agreed to pay the difference between the full sized rental and the premium rental, we will not be offering any further compensation for the customer’s stress and frustration because the customer created the issue by being uncooperative.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On June 3rd, 2014 I placed all call to Mercury Insurance that lasted 16 minutes, reviewing the details of my new Mechanical Breakdown policy. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to update...

you:we were able to get a hold of [redacted]'s supervisor who as of last night approved a temporary home for me (a house that I found and not the insurance company). looks like we'll be moving on Monday.I learned that [redacted] has been absent from work this week. [redacted] didn't bother to update his voicemail message NOR me (a client IN NEED) of his long absence. it is inhuman to disappear like that when there is a family (and I'm sure he's got other case) that is waiting for a housing arrangement (jury duty is where he is, so it was known to him in advance that he'll be absent). These actions, and the way this company selects to treat families who have lost their home are unacceptable, demonstrate a bullying behavior, and simply not fair. my intentions in this complaint are to bring this matter to a higher level executive that will instruct the people who handle my case to show some sensitivity and to make sure their power is not used is such a horrible way.
Regards,
[redacted]

Expressed and implied actions are not a part of Mercury Insurance's policy cancellation procedure nor of its " Automatic Payment " program as previously addressed. No other action or perception of the Company's cancellation practices will supersede the Terms and Conditions of both the auto policy and the automatic payment program. Mr. [redacted] accepted the Terms and Conditions of the auto policy and the automatic payment program by providing his signature on the policy application and Automatic Payment program authorization form.   It is imperative that Mr. [redacted] review the Provision of the Policy (page 17 #10) “Cancellation: This policy may be canceled by the named insured by mailing a written request for cancellation to the Company or its agent. Also, Mercury’s " Automatic Payment" program authorization form which was attached in the last response. The form clearly states, “I authorize Mercury Insurance Group to initiate monthly deductions from my bank account when payments are due for my Mercury account... I may terminate this agreement at any time by notifying Mercury in writing."   Mr. [redacted] has confirmed that he did not submit his request to cancel the policy nor the automatic payment program. Had he provided a written request to cancel the automatic payment, the renewal payment would not have been withdrawn. Mr. [redacted]'s argument that a future cancellation date had been 'implied' along with the action of paying a particular payment amount will not change the Company's position. Due to this fact and in attempt to work with Mr. [redacted] for the best possible outcome, Mercury Insurance removed Comprehensive and Collision coverage effective 2/26/17 (lease return date) as Mercury Insurance afforded Liability coverage up until the policy cancellation date of 3/9/17.   Given this, unless Mr. [redacted] secured new insurance coverage prior to the cancellation effective date of 3/9/17, the Company is unable to cancel the policy earlier than 3/9/17 as Mercury Insurance afforded Liability coverage up until this date. However, if new insurance coverage was secured, we encourage Mr. [redacted] to submit his new carrier's identification cards as proof that he had concurrent Liability coverage.  Should the proof submitted confirm that Mr. [redacted] had concurrent coverage, the Company will honor the new carrier's effective date as the cancellation effective date of the Mercury policy. Tell us why here...

It is our understanding that the customer has resolved this matter with her insurance agent.  If this is not the case, please respond accordingly.

For Complaint# [redacted],The customer was sent a revised bill on 2/11/16 advising that the credit and revised bill for his payment would take effect on March 17, 2016. We never advised that his new bill would be reflected on his payment for February. Therefore the amount that was billed for...

his February payment was correct and there are no out of pocket fees owed to the customer. [redacted]Customer Relations Manager

We sent a link via email to [redacted] on 8/12/2014.   I would ask Ms. [redacted] to check her spam folder and/or email permissions as she should have received the email link to obtain her two complimentary tickets. 
The following is what we sent:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Once again, Mercury insurance cannot simply "estimate the mileage" just because they did not receive anything back from me.  As a matter of fact, if your estimation was made on valid grounds, as you state it is, then you should have based it in Burbank (back and forth to work since you were provided with both addresses at the time).  In fact, I did advise the agent of less mileage due to my move and the vehicle usage, as well as moving to a lower risk area.In addition, usually, simple consumers do not go through the 10-20 page renewal paperwork every time they receive it.  It should be the agent's responsibility to advise the customer that this and that could happen in case you do not send some documents on changes back to Mercury.  Mercury is simply hiding behind these renewal notices, and policies they send and expect people to respond.  Assuming that, after all, it is the consumer's ultimate responsibility to go through the 20 page renewal paperwork and advise the company, it is not a fair practice to so called "estimate 1000 miles more" on each 6 month renewal time, if you were properly notified of the address change, and you can simply Google the distance between work and home.  I did advise the agent that I drive my car strictly from and to work, 4 days a week; how could you determine that I drive 6000, 7000 miles every 6 months? We have a spare old and paid-off vehicle available for non work related driving, therefore I use my car for work only.  In addition, company claims you could get a discount if you maintain clean driving record; is that so?  I have had no accidents, no traffic violations, and what I get in return, is an increase.  We all know that premiums may increase at renewal based on your driving record, increase in cost of insurance, and all that stuff.  But we also know, that your rate might drop if you have a good driving record.They simply try to get away with the fact that they make bogus estimates for the consumer and increase the premium accordingly.  As a matter of fact, I canceled my policy with them not to consider Mercury ever again, after learning about many lawsuits that they had due to similar unfair and abusive customer service and policy service practices.  Horrible company with no transparent policies and regulations.
Regards,
[redacted]

As Mercury Insurance was in the process of investigating the accident we referred Ms. [redacted] to a body shop for an inspection only. Mercury Insurance did not need or require a second estimate in order to determine liability. A second estimate would not change the facts of loss or provide any additional information that would have changed our decision. This was a word versus word loss wherein Ms. [redacted] advised that she was stopped intending to turn left then changed her mind and moved her vehicle to the right and struck our insured's vehicle. Mercury Insurance has found Ms. [redacted] to be at fault and we stand by our decision. There has been no evidence submitted to cause our position to change. We consider the liability portion of this claim final. As for any personal injury claim sustained by our insured we are unable to discuss the details. Pursuant to the laws and guidelines set forth by HIPAA all medical information is private.  Very Truly Yours,Mercury Insurance Company[redacted]Claims Branch Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mercury claims no damage they could see. Santa Monica Jeep service and myself claim that there is damage. As far as seeking medical attention a week after the accident, I was rear ended the afternoon before thanksgiving. I had family in from out of town. I thought my shoulder would be ok though sore but the pain became worse and at that point I went in to brentview urgent care. Mercury is lying. [redacted] at Jeep service stated to the adjuster the damage was noticeable but the adjuster argued with him. 
Regards,
[redacted]

Mr. [redacted]' policy was effective 7/7/15.  On 7/8/15, coverage was added to the policy per a request from Mr. [redacted] and he was quoted an additional $1,100.00 for 6 months. We then received a request to cancel the policy effective 7/10/15.  Per Mercury's policy provisions that are...

provided to the customer at the time the application is signed, policies canceled at the insured's request are subject to a cancellation penalty equal to 10% of the unearned premium.  Based on this charge in addition to the 3 days of coverage we afforded Mr. [redacted], the outstanding balance of $44.32 is correct.

Dear [redacted]December 3, 2014[redacted]This will confirm receipt of and provide response to your January 13, 2015 complaint submittedto the Revdex.com.As previously stated in our January 7, 2015, letter to you, it is...

indicated [redacted]contacted you via telephone on December 10, 2014. During that phone conversation, [redacted] went over your liability, rental, and collision coverage. [redacted] notes reflectshe scheduled an inspection of your vehicle at Autopark Collision and advised your deductibleowed was $500.00. Additionally, the notes indicate you informed [redacted] you did nothave the funds to pay the deductible and may want to be paid for the estimate, less thedeductible.On December 17, 2014, at approximately 8.08 am, [redacted] returned your call from theprevious evening per the request of your voice message. The file notes reflect that you wereunder the impression that you can select what repairs you wanted to have done from theestimate written, less the deductible. During this conversation, [redacted]'s notes reflect sheinformed you that we could issue you a check for the amount of the estimate, less thedeductible. The notes also indicate you had a bad experience with Autopark Collision andwanted to go to your own shop of choice. [redacted] advised she would email you a copy ofthe estimate. During this time, [redacted] was not aware you had signed a Claim RepairAuthorization and Warranty with Autopark Collsion (copy enclosed).At approximately 11.09 am on December 17, 2014, you left a voice message for [redacted]requesting a return call. At approximately 11.47 am on the same day, [redacted] returnedyour call. The notes indicate you then advised [redacted] that Autopark Collision hadalready torn down your vehicle for repairs and the shop advised you that you would beresponsible for the tear down fee if you were to take your vehicle elsewhere for repairs. **.[redacted] informs me that while she did apologize to you for the predicament, she respectfullydisagrees that she said it was her fault for not explaining that having payment sent to AutoparkCollision puts you in a binding contract and you would be responsible for the deductible.Instead, [redacted], believes she clearly explained on December 10, 2014 (and againduring her 8 am call with you on the 17th of December) the options you had to either repair yourvehicle and pay the shop the deductible or take a cash payment for the estimate, less thedeductible.On December 31, 2014, [redacted] contacted Autopark Collision and obtained a copy of theClaim Repair Authorization and Warranty signed by you December 15, 2014. Please see thesecond paragraph, first sentence, which reads, "I understand the payment for deductibles,depreciation, and other charges is due in full at the time of the repair completion before takingdelivery of the above-referenced vehicle." Given that you did initial the Claim RepairAuthorization and Warranty, the shop was immediately authorized by you to commence withtear down a_nd repairs, subject to your $500.00 deductible.Please note that your policy with Mercury Insurance Company states the following:"Coverage E-Collision: The Company, at its option, will repair, replace or pay for theowned automobile or part thereof, for loss caused by collision but only for the amount ofeach loss in excess of the deductible stated in the declarations."Respectfully, we do not take the position [redacted], or Mercury Insurance Company,mislead or misrepresented to you that your deductible was owed to the shop that completesrepairs and therefore are not in position to reimburse your deductible.