Mercury Insurance Group

Review: I had a homeowners claim for a busted water pipe in the wall near my bathroom vanity that ruined the cabinets, sheetrock and surrounding floor. Mercury sent out and adjuster right away and within another couple days I let them send in another contractor. The estimate for total repairs came in for less than half of what it costs to repair the damages properly and they are now threatening to close the case. The damage occurred on February 11, 2014 and I decided to pay for the bathroom, hallway and bedroom repair out of pocket because every time I submitted a proposal it was ignored or they said they had to send out another contractor. I paid eight thousand dollars with proof for repair and they paid two thousand. They also do not want to pay for the floor but would rather piece newer wooden planks alongside older planks that are tongue and groove.Desired Settlement: Refund for expenses submitted and floor replacement would be ideal.

Business Response:
Good afternoon,
Upon our initial inspection on February 13, 2014, the areas in question in Mr. [redacted]'s btathroom did not appear affected by this loss. Despite been previously advised in our initial Claims Acknowledgement letter dated February 13, 2014, our payment letter dated February 19, 2014 as well as on page 2 of our estimate dated February 19, 2014, and verbally on March 21, 2014 that we needed to be notified of and inspect any supplemental damages being claimed, Mr. [redacted] proceeded to have demolition completed in his bathroom on March 23, 2014 without allowing us to reinspect said damages. This substantially prejudiced our rights to inspect the undamaged and damaged property under the terms and conditions of Mr. [redacted]'s policy with Mercury Casualty Company. For this reason, any additional damages being claimed to the bathroom were denied.

As to the wood flooring, Mercury Casualty Company had the wood floor inspected by two experts, [redacted] and [redacted]. Both experts determined that the wood flooring could be repaired and did not require replacement. Mr. [redacted] claim for full replacement of his flooring has therefore been denied. Mercury Casualty Company paid for repairs to the wood flooring.

The claimed damages noted above were denied in accordance with the terms and conditions of Mr. [redacted] policy with Merucry Casualty Company.

Should you have any additional questions, please feel free to contact me.

Sincerely

Manager, Claims Branch
Brea Property Claims

Consumer Response:

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.
The Insurance Company was allowed to view the damage and take pictures and measurements of the whole house on February 13, 2014 and I was told that they would send another contractor out for further review. The contractor arrived February 14, 2014 and measured the floor. In the meantime I was told I could repair the damage. The February 13, 2014 Letter I received in the last paragraph states, "when repairs are completed, please forward the receipts and invoices." The next paragraph states "the repairs may be made by a contractor of your choice."

I received a letter and check on February 19, 2014 that was a very low offer as mentioned in the prior details. I informed [redacted] our adjustor by phone February 28, 2014 that I had very high bids to repair the damage. Two weeks went by with no response from the adjustor regarding the cost difference and on March 14 I sent her a copy of a proposal that was three times her offer to repair the damage of the walls only.

On March 21, 2014 I emailed Mercury with a letter stating the [redacted] should be 100% replaced and the walls removed in the bathroom and expressed my concern of a musk smell so I couldn't wait any longer to remove the sheetrock in the bathroom and hallway.
On March 22 I had [redacted] demo the damaged areas. That same day I received a letter from the insurance company basically ignoring my concerns of the wall damage and said they would be sending out another flooring contractor. I waited 5 weeks to demo the bathroom and hallway but could not take the smell any longer.

On March 26 I allowed Delta Flooring to do a second estimate on the floor for the insurance company. On March 28 I sent pictures of the damaged water soaked studs in the walls. That same day I had a contractor give me another estimate and a third estimate on April 9 to try to lower the overall cost. On April 9 I e-mailed the adjuster again to let her know of the proposals. I accepted the lowest cost estimate from a licensed contractor and he completed the repairs on April 30, 2014. On May 5, 2014 I sent another e-mail to the adjustor with pictures of the repairs and a spreadsheet of all the costs incurred.

I submitted the receipts for the overage on the bathroom, bedroom and hallway as informed in the initial letters. Therefore I refuse the partial payment on the wall repair

As for the wooden tongue and groove floor, I sent a proposal from out local expert flooring company in our city< [redacted] and it was overlooked. I also have another proposal recommending the entire floor be removed because the color will never match based on each boxes flooring color being different. My concern with the floor also is their two experts came up with different places to cut across the floor and neither one informed me where that line would be. This hinders my ability to have my own expert repair the floor since they could come back as they are attempting with the walls and say I removed too much flooring. For this reason I am refusing the partial payment on the flooring.
Regards

Business Response:
Good afternoon,
As previously stated, Mr. [redacted] was repeatedly advised that Mercury Casualty Company would need to be notified and given the opportunity to reinspect any supplemental damages being claimed as outlined in the conditions of his policy contract with Mercury Casualty Company. Mr. [redacted] was advised verbally and in writing on March 21, 2014 that [redacted] of Tustin would be reinspecting the bathroom in question. Despite knowing this, on March 24, 2014 Mr. [redacted] informed Mercury Casualty Company that his contractor completing demolishing of the bathroom on Sunday March 23, 2014. Again, our rights were substantially prejudiced and any additional damages being claimed to the bathroom have been denied.
With regard to the wood [redacted], [redacted]’s proposal was mentioned, but never received nor was the second proposal. However, as previously outlined, Mercury Casualty Company had the floor reinspected by two [redacted] companies that agreed it could be repaired and did not require full replacement. Mr. [redacted] has been previously provided with this information.

Our position on these matters remains unchanged. Please be advised that there may be other grounds for Mercury Casualty Company to deny coverage for this claim.
Nothing is this response should be construed as a waiver of any of the policy terms, conditions or exclusions by Mercury Casualty Company.

Sincerely,

Manager, Claims Branch

Review: I was mis-quoted on auto insurance(6 months instead of 12) so I canceled before policy went into effect. I also cancel the home owners policy before it went into effect. Both were paid in full at the time of quote, 11/19 and I DON'T HAVE INSURANCE WITH MERCURY, but I am being told that my policy will be canceled on the date it was to go into effect, 12/17. I was told that they cannot cancel the policy until the 17th, I don't have a policy until the 17th and don't want a policy with Mercury. What this means is that it will be a month and a half before I receive my money back from a company, which I didn't have a policy with IN THE FIRST PLACE. This is a corrupt way of doing business, retaining someones money for over a month and a half, who doesn't even have a policy in effect with your company. They should've refund the money when they received the full cancellation notice from the local agency.Desired Settlement: Full refund, change in their method of handling refunds on mis-quoted policies which are paid and canceled before they go into effect.

Business Response:
We have contacted [redacted] and refunded all premium for both the auto and homeowners policy. The auto policy was refunded via credit card on 12/9 and the home policy was refunded via check on the same day.

Review: I am having issues negotiating with a claims adjuster. The switch adjuster as much as they change clothes...Very unprofessional organization. Just over this insurance company. I believe their goal is to let the case expire so that they don't have to remit payment for the damages caused to my son.Desired Settlement: This is an unprofessional organization. I don't want to deal with [redacted]. Put another adjuster on the case.

Business Response:
Thank you for your inquiry.This claim involved a value dispute on a bodily injury claim. Our final offer of $4000.00 we believed to be fair and reasonable and this was accepted and a release signed. Our Check is being mailed tot he claimant today, May 20, 2015. Sincerely,[redacted]Branch Claims Manager.

Consumer Response:

It wasn't about fairness but lack of professional ethics that your office exhibited thru this whole process. Actually, I was supposed to receive a call from you Ms. [redacted]. I never did. I still would like that phone call from you to resolve this issue I have.

Review: I recently had an unpleasant experience purchasing homeowners insurance from MERCURY INSURANCE, due to their questionable business practices.
I purchased a one year, August 22, 2013 to August 22, 2014, homeowners policy, [redacted], thru [redacted] LLC, Michael Jeanmary agent, ###-###-####, paying the full year $966.00 via Visa On September 12, 2013.
Mercury inspected the property on September 17, 2013, and sent me a letter dated October 2, 2013 stating, There is siding missing from the side of the home. In addition to overhanging branches damaging roof, no mailbox, and railing missing and required on side entrance 3 steps, none of which is true.
I invited the agent to inspect the property to verify the false inspection report, instead he viewed the inspection photos and agreed siding is not missing. As a result of the false report I lost total confidence in MERCURY as my insurer, (wouldn't you?) and immediately signed on October 10, a cancellation release form retroactive to August 22 requesting full $966.00 refund. On November 4, 2013 the agent suggested I contact MERCURY to resolve full refund request.
On November 4, MERCURY Supervisor, [redacted], ###-###-####, refused to refund full $966.00, though MERCURY was released from claims back to August 22, 2013. [redacted] agreed to refund $825.00 on a pro rated basis back to October 10, and the check is in the mail. An additional $141.00 refund is expected, because MERCURY has the claims release retroactive to August 22, 2013, and filed a false inspection report.
MERCURY INSURANCE should be held to a higher standard to instill consumer confidence in its services.
Thank you.Desired Settlement: REFUND $141.00

Business Response:
Good afternoon,
We had sent a response to the customer for this issue on 11/21/2013. Attached is a copy of our response for your records with our customers information removed.
Thank you,
November 21st, 2013
xxxxxxxxxxx
xxxxxxxxxxx
xxxxxxxxxxx

RE: Our Policy #:[redacted]xxxxx
BB ID #: [redacted]

Dear Mr. xxxxxxxx:

Thank you for your letter dated November 15th, 2013 regarding the above referenced file. I have reviewed your policy and made the following observations regarding your home inspection.

1) There was no siding missing from your home.
2) There were overhanging tree limbs that constituted a hazard to your home.
3) There is no railing on the side steps to your home.

Each home that we insure undergoes an exterior inspection to review the maintenance and condition of the home to be insured. This is completed so that we can verify information provided on the application and provide our insured's the lowest possible price.
We have a third party vendor that visits your home to take photos of the premises and forwards them to our underwriters for review.

The indication of missing siding in your home inspection was an error on the part of our underwriter. I apologize for this mistake and this does not happen frequently. I will take appropriate measures to ensure that this does not occur to additional customers.

I am disappointed that this oversight caused us to lose you as a customer. If you would have called in and spoken with me I would have noted your file and there would have been no issues. I hope that you will consider insuring your home and auto with us in the future.

In regards to your refund, after insurance has been provided for your home we are unable to accept a retroactive letter of policy release. Your coverage began on August 22nd and your policy was not cancelled until October 11th. Your refund was pro-rated based on the period of time you were insured with us.

Thank you again, Mr. xxxxxxxx, for the opportunity to respond to your letter. We hope that this resolves your issues. If you have any questions or concerns, please call me at ###-###-#### or send me an email at [redacted]@mercuryinsurance.com.

Sincerely

[redacted] MBA, CPCU
Underwriting Manager NE Region

Consumer Response:

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.
Because Mercury sent me a false inspection report, I don't feel Mercury would have honored any claim I submitted, using the inspection report as plausable deniability. Therefore, I am requesting the $141.00 refund to satisfy a fair settlement.
Regards

Review: I filed my claim on the day of my car accident on December 22nd, 2014 and was initially told that the repairs would not take more than a couple weeks, January 6th, 2015, at the latest. However, due to negligence, my car was not delivered to [redacted] until December 31st, 2014, delaying the start of my repair by nine days.

After my car was delivered to [redacted], a Mercury Insurance vendor, on December 31st, 2014, I did not receive word from anyone about the progress of my car until I was contacted via email by [redacted], of [redacted] on January 6th, 2015 to sign authorization letters to start the repair. I sent him copies of the email back immediately and after not receiving word back from [redacted] for two days, I called back (January 8th, 2015). I was told that they had not received my email, so they did not proceed with ordering of parts. I forwarded the exact email that I had sent to him two days prior and finally received a response from him confirming that he had received the email, along with ANOTHER FORM to sign!

I don't know why it took so long for [redacted] to start on the repairs on my car or why it took so long for them to receive it.

Afterwards, I received an email from Mercury Vehicle Repair Tracking service on January 12th, 2015 and was told that my car was going to be completed on January 23rd, 2015, eleven days after tracking began.

I scheduled January 23rd, 2015 off of work, to prepare to be available to pickup my car on that day and was told the day before that my car was not going to be completed due to a National back order of a part and would be delayed a week, pushing the date to January 30th, 2015.

On January 30th, 2015, I did not hear a word from [redacted] or Mercury Insurance regarding my car, so I called [redacted] and was informed that my car would not be ready until next week, February 3rd, 2015. February 3rd, 2015 had come and gone and I did not heard from anyone at All Car Auto
Desired Settlement: I am requesting a reimbursement for the six weeks of auto insurance and lease payments on my car for the delay of my repair, due to negligence.

Business Response:
This letter will confirm we received your complaint filed with the Revdex.com of San Diego Imperial Counties. In your complaint you allege negligence in the handling of your claim. You advise your expected resolution of this matter is reimbursement of your auto insurance premium and lease payments for the 6 weeks you were without your vehicle.Your accident occurred on December 22, 2014. On that date, the Road America Towing pick up was canceled because you utilized a tow truck called in by the police officer at the scene of the accident. Your vehicle was moved to a tow yard other than that originally designated for the inspection. Your vehicle was scheduled to be moved to IAA on the December 24th. Unfortunately, holiday hours affected some processes on the 24th and 25th and on the subsequent weekend. However,we verified on the December 29th that the vehicle had arrived at IAA on December 24th. Your vehicle was assigned to be inspected for the next day which was December 30th. On December 30th it was determined that your vehicle was repairable and you selected a shop for the repairs to occur.On December 31, 2014, your vehicle was towed to All Car Auto Body for an estimate and repairs. On December 31, 2014, All Car Auto Body left a message for you,advising that the vehicle had been received and that that their facility would be closed for the New Year’s holiday from January 1, 2015 to January 4, 2015, re-opening on Monday January 5, 2015. On January 5, 2015 All Car Auto Body began the process of estimating the damage to your vehicle. They completed the preliminary estimate the following day, January 6, 2015. At that time, they emailed you the estimate for $8388.53 along with an authorization for repairs. On January 6, 2015, they received your response for tear down approval and placed the initial vehicle parts order to the manufacturer, Nissan. On January 7, 2015, the shop had a conversation with you about the initial estimate amount and the anticipated repair length. During this conversation they also advised of the possibility of parts delays.
On January 8, 2015, the initial parts order was received by All Car Auto Body, and they received your signature for the authorization for repairs.On January 12, 2015, additional damage was discovered during the repair process in the approximate amount of $2000. All Car Auto Body placed a phone call to you advising of the additional damage and the possibility of extended repair times. On January 13, 2015, you spoke with the facility and they advised you of the additional damage. They also advised you the seat belt for your vehicle was on National back order from the manufacturer and there would be a delay in receiving this part. On January 16, 2015, you were advised by the facility that the seat belt should be released by the manufacturer on January 23, 2015 and the revised completion date of repairs was updated to January 30,2015.

Unexpectedly, the seat belt was not released as anticipated, and it was not received by the facility until February 10, 2015. On February 10, 2015, the seat belt was installed and the restraint and air bag system was reset. The repairs were completed on February 12,2015. The total amount of the damages to your vehicle was $12,330.
Please refer to your policy, Part III – Physical Damage, Exclusion (i), which states,“This policy does not apply under Part III to any expense resulting from the loss of use of a motor vehicle; or to any loss whatsoever to the extent that the expense or loss arises by reason of the unavailability of stock repair parts or repair service in the vicinity of the place where the loss to the motor vehicle occurs or the stolen vehicle is recovered.
”The time-lines, including those described above, were lengthened due to hidden damages, back orders from your auto manufacturer, and the timing of two holidays which exacerbated the issues. We feel the shop kept you updated and they documented those issues which prevented a more expedient repair. It was our intent and that of the shop, to complete the vehicle repairs in a timely manner, but without compromising safety. Therefore, it was imperative that all safety items were completed before releasing the vehicle. We apologize for the inconvenience that the unexpected delays may have caused you.No delays were due to negligence. Mercury Insurance will not reimburse any amount for your auto insurance premium or your lease payments. Should you have any additional questions regarding this matter, feel free to contact me at [redacted], ext. [redacted].Very truly yours,MERCURY INSURANCE COMPANY[redacted]Manager, Claims Ops IIMountain Claims

Consumer Response:

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.

The reason my tow from Road America Towing was canceled was due to a 45 minute wait to get a Tow truck to the scene of the accident, which was blocking traffic. Not to mention, they would have towed it an hour drive away from the scene of the accident.

Review: After approx. 3 years of having Mercury Insurance carry our auto insurance, and 3 years of timely payments, I asked Mercury to not cancel me, that if they could wait until the 10th of November 2014 for their payment and not cancel me. It was a matter of two days, Mercury sent a letter saying I would be cancelled at 12:01 am on Nov. 8, withno reinstatement. They have also been charging me $ 10.00 extra for paying in installments, which I have paid in a timely manner. They were unwilling to extend/work with me for TWO days, and would cancel and not reinstate me. Mercury sent me an Email this morning saying something different, that I had until the 18th of Nov. to pay, which was not written on their CANCELLATION letter to me.Desired Settlement: I would like a refund on the $10 extra fees all these 3 years, and I would like to learn why the letter says one thing and the Email says something different. This is sounding like a scam, and making a senior citizen pay the extra installment fee each payment, and even though they knew through my insurance agent, that I was going through some financial difficulty they were unwilling to go just 2 more days, and then cancel and not reinstate me. I told Mercury Ins. and my insurance agent that I was waiting for some expected money to come in, and my3 year record of timely payments, didn't seem to matter at all.

Business Response:

Called Ms. [redacted] November 5, 2014. We attempted to explain our billing procedure to her. I offered to waive the $5 late charge. She stated she does not agree with our cancellation procedure and has started to shop around.

Ms. [redacted] due date was 10-21-2014, a notice of cancellation for nonpayment was mailed 10-28-2014 giving 10 days to make payment without a lapse in coverage.

We informed Ms. [redacted] we would accept a payment
until 11-18-2014 with a lapse in coverage from 11-08-2014. The Email send to Ms. [redacted] was sent to
let her know she was still able to make payment with a lapse in coverage.
Mercury also displays all service fees with all Renewal offers.

Consumer Response:

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.
First of all, I let my agent know in advance I needed 2 extra days. She said that insurance companies have no heart and will cancel me on Nov. 7, if the payment is not received in their office by Nov. 7, plus they would not reinstate me, unless another application would be submitted. I was not late. I received a letter of cancellation that said at 12:01 am Nov. 8, my insurance would be cancelled. I was really confused/baffled when [redacted] at Mercury said DISREGARD the cancellation letter, AFTER the fact. How do you disregard a cancellation letter? He blamed it on the computer generated letter. [redacted] stated that all my payments had been timely over the past years, never once being late. He said he would reverse the $5 charge for late (I had not even been late as of that time). I reiterated that I had even paid the $10 per installment fee each time, too. He said "You even paid the $10.00! "Of course I paid. But now I think I was scammed.
I am asking that a total of 12 X $10.00 = $120 refund be given to me. If he is able to reverse the $5, he is able to reverse/refund $120.00. I was more confused with [redacted]'s explanation after I spoke with him. He said I had spoken to his supervisor, when I had not. The litany of charges that he used as an attachment is preposterous. Shame on Mercury for scamming the senior citizens who get their Social Security checks on a certain day, and ask/beg for a few more days! Shocking! How do you disregard a cancellation notice that is really for 10 days hence, but no one tells you that.
I had heard first hand how Mercury had dealt unfairly with someone else several years ago, not giving a fair auto value for someone who had her car totaled by someone who had Mercury Insurance. The was parked out in front of her work. MERCURY caused a lot of anguish to this person. Not only was her car totaled, but Mercury gave her a rotten deal.

Regards,

Business Response:

The installment was due 10/21/2014, since
the payment was not made by the due date a cancellation notice was mailed.
We offered to waive the late fee as a courtesy
for Ms. [redacted]. Our position remains
unchanged regarding the pay plan fees, since all fees are disclosed at the time
of the renewal.

Review: En el mes de octubre en la ciudad de [redacted] en horas de la tarde,el vehiculo toyota yaris 2008 color negro con placas 6ctg280 se involucro en un accidente con un vehiculo toyota rav4 1999 con placas desconocidas manejado por una menor de edad la cual evadio mi carril izquierdo a exceso de velocidad destruyendo la parte derecha de mi vehiculo,en el momento dicha joven huyo de la escena del accidente pero fue interceptada y se llamo a la policia el cual consigno un reporte #[redacted] sin ninguna informacion a favor de la menor de edad ya que la informacion en el reporte es enganosa,ya que el nombre, numero de poliza y otra informacion no coinciden asi como el numero de placas del vehiculo , llame a la aseguranza de la menor la cual no se el nombre real ,la aseguranza mercury insurance hizo unas cuantas gestiones pero hasta el momento ellos no encuentran el culpable siendo el culpable su asegurada ,necesito una respuesta por favor ya que ellos no quieren incurrir en los gastos de la reparcion de mi vehiculo.....Desired Settlement: estimate totals 1,819.97 [redacted] auto body [redacted] tel [redacted] damage assessed by [redacted], mercury insurance; APPRAISED [redacted] claim number 1[redacted]53-[redacted]

Business

Response:

Estamos en el recibo de su queja y entiendo su preocupacion con respecto a la reparacion de su vehiculo. Continuamos nuestra investigacion de este accidente, tanto en relacion con el conductor involucrado y la culpa por el accidente. Continuaremos para mantenerte informado de la situacion de nuestra investigacion y decision resultante de la misma. Podemos tambien resolver el reclamo con su aseguardora directamente si usted decide reparar su vehiculo directamente con ellos. Estamos mirando adelante para finalizar este asunto.

Was quoted monthly premium of $95.00 . When policy processed I was charged then $159.00 premium per month. I have no points on my driving record. I then cancel my insurance but they still process the next months premium of $159.00. I call to request my refund only to find out they charged me a cancellation fee which is 10% of the total premium leaving me with only $80 due to me in the next two to three weeks. This company is a scam. Be very careful before you proceed.

Review: I received a flyer in the mail from Mercury Insurance advertising "Get 2 Free PADRES TICKETS Go on line and complete a fast, free car insurance quote and we'll give you a voucher good for two (2) free Padres tickets."I went on line completed all requirements and went finished providing the required information I was only able to select "buy now" or "complete later. I did not get any indication I was to receive the voucher for the promised Padre tickets. I then called the toll free number posted on the website I was told this promotion wasn't being offered by all Mercury agencies. I may be premature since I am to receive an email within 10 days.Desired Settlement: I want 2 Padre tickets if I am not contacted within 10 business days by Mercury Ins.

Business Response:
Response to Complaint
ID# [redacted]:
Thank you for taking the time to get an online Mercury quote. The promotion rules clearly state that Ticket voucher redemption information will be sent via e-mail
within ten (10) business days to the e-mail address listed on the quote. The
Padres and MLB Entities are not responsible for emails not received due to spam
or junk e-mail filters, entrant incorrectly entering e-mail addresses or any
error in transmission.

Our records indicate you completed two (2) Mercury quotes on April 24, 2013,
the first one at 4:12 PM and the second at 4:39 PM. Even though you completed multiple quotes online, you are only eligible to receive one (1) voucher, which is redeemable
for two (2) tickets. According to the rules, Maximum of two (2) complimentary tickets per household, street address, IP address and/or e-mail address, regardless of the promotion and/or offer. Multiple quotes from the same household, street address, IP address, and/or e-mail address within a 120 day period will be disqualified.

Furthermore, after researching the issue, we show that your voucher redemption email was
sent out May 2, 2013 to the email address you included in your quote. If you
haven't received your voucher email, it's possible it went to your junk mail
folder. Please check that folder. If you have further question, please email us
directly at [email protected].

Review: I recently received a renewal notice from Mercury Insurance for an auto policy I hold with them. Mercury had increased the expected mileage for both vehicles on the policy by 1.500 miles per year and calculated my premium accordingly. Because I have auto payment setup, had I not reviewed the updated policy I would have been charged an extra $105 for the 6 month term of the policy. Mercury had never done this before, so I consider myself lucky to have even reviewed the policy and not lost out on any money. I spoke to my agent about this who defended the practice because the renewal document did state that I should contact my agent if any of the information did not seem accurate. Having said that, I feel that there are probably many more customers out there who would have not seen their adjustment and unintentionally paid the increased premium. My agent also noted that consumers could call at any time the new policy is in effect and adjust the mileage, but that it's not retroactive, so once an inflated premium is paid, that amount of the premium paid is lost at that point.Desired Settlement: I find this a very misleading and unethical practice and feel that it should be stopped immediately. Mercury should never assume a customer's mileage without discussing with the consumer first.

Business Response:

Vehicle mileage is considered
a primary rating factor in calculating the insurance premium; therefore it is
imperative that we have accurate mileage estimates for all vehicles. California law requires that we periodically ask our customers to verify the annual mileage for all vehicles on the policy and allows for the use of our own estimates if the customer does not provide us with an update.

Each time we offer renewal on a personal automobile policy we send a letter with the renewal offer asking the customer to contact his/her agent to provide the estimated annual mileage they expect to drive in the next 12 months.

At this time we ask for odometer readings for all vehicles on the policy. The letter states that if the customer does not make contact with their agent to update the mileage estimate that the renewal estimated annual miles included on the same letter will be
used to rate the policy. We send this out 30 days prior to the renewal date to give them plenty of time to contact the agent with any policy updates. If the customer calls to adjust the mileage after the renewal date, the change is made effective the date received and calculated on a pro-rate basis. For example, if a customer calls and lowers the mileage 10 days after the policy renewal date, the customer will only be charged for the higher mileage amount for the 10 days that the vehicle was rated that way, not for the entire policy period. All of our procedures, including the procedure pertaining to annual mileage have been approved by the California Department of Insurance

Review: A claim was filed with Mercury insurance company due to an accident taken place on January 24, 2015. It's bee over a month since the filing and has yet to be rectified. Due to the excessive delay of the services I have received an eviction notice as well as having my utilities cut off. I have also had to borrow against my vehicle that was paid in full and has now been repossessed.Desired Settlement: Repair my vehicle with no charge as well as damages accrued due to my inability to work.

Business Response:
We are in receipt of complaint [redacted]. There has been an ongoing coverage investigation regarding this claim. In addition documents submitted bring into question the date and time of the loss. We will be handling this matter directly with our customer.

Sincerely, [redacted] Claims Supervisor

Review: I have filed on February 25 regarding a claim for theft and vandalism. Since then they have miscommunicated in a timely matter and given two adjusters to prolong this process. I finally got checks to reimburse partially for personal items, and finally to get the door fixed but not the hardwood floors replaced. Mercury Insurance sent their flooring adjuster and he claims the best way to resolve the floor is to get it replaced. However the Adjuster informed the Insurance it is fixable and they have the wood to fix it as like original. I made several attempts to get them to fixed it but no replies or any attempts to get this flooring fixed. I paid $600 for certified national flooring specialists to evaluate and give recommendation for flooring. Both inspectors recommended the flooring to be replaced. I sent the report and quotes to Mercury Insurance and their first respond is to inform me that they are refunding the $600 inspection fee and all attempts is to call vendor directly to schedule repairs, in which I did and stated. They are prolonging in this hold issue and I have filed a complaint to California Department of Insurance for the delayed and misdirection Mercury Insurance Group has handled this claim and process.
Product_Or_Service: Wood Flooring / 2012
Order_Number: ?
Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement
Refund for the average two estimates given to Mercury Insurance Group to replace all wood flooring immediately.

Business Response:

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] 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]

Review: My policy with Mercury was to renew on 12/01/15 so I submitted a cancellation on 11/20/15 to give enough time to cancel the policy and automatic payment that I am on. On 12/02/15 my bank account reflected a deduction for the renewal amount from Mercury Insurance.

Immediately I contacted my insurance agent regarding this matter. I was forwarded an email from Mercury stating there was a 'glitch' in their system and that is why the renewal fee was still deducted from my account. The email stated that I needed to submit a bank statement of the deduction or else a refund would not be processed until 12/15/15!

The next day I submitted the bank statement as asked to force the refund out as referred by Mercury Rep. It is now 12/12/15 and I have still to receive my refund in the mail. This is very poor business practice to take this long to issue a refund which was an error on the company's part. I even called and spoke to a billing rep who told me there is no way to expedite a refund.

In the mean time I have had the inconvenience of re-budgeting my expenses and spending because of this mistake. Very dissatisfied with the lack of urgency to correct an error like this.Desired Settlement: There is nothing to do but wait for a check in the mail. I wish it would have only taken 3-5 days for a refund but I have been waiting 10 days now! Not acceptable!

Business

Response:

An email was sent to this customer after the complaint was received asking them to verify if they had received the refund yet and to date, we have not heard back from them.

Review: On July 6,2015 one of Mercury Insurance policy holders ran into my son while he was merging in a construction zone because she was driving at an excessive speed and tried to squeeze past him because he was already in the merge and we reported the accident the same night and I [redacted] witnessed the accident. For 3 weeks Mercury insurance gave up several different stories... Story number 1: They said they could not get in contact with her, they claimed she never returned their calls or responded to their e-mails. Story number 2: The mercury insurance policy holder called my insurance and stated that she didn't have an accident. We have pictures of her driver's license, insurance card, and the cars in the accident with the date the accident happened. Story number 3: She texted my son the next day of the accident and told him that it was his fault for the accident ( the accident that she was allegedly not at.) Story number 4: They told me to go down to [redacted] Blvd and pick up a letter stating for to me charge Mercury insurance with the bill. I called [redacted] blvd and they told me they did not know what I was talking about, and the supervisor's name was [redacted]. We have been given all kinds of stories for the last 3 weeks and they are avoiding my phone calls and I have left several messages to get this resolved...Desired Settlement: We want our car fixed for an accident that we did not cause.

Business

Response:

I am in receipt of the above complaint which includes a statement of the problem and proposedresolution.I have reviewed the entire claim file including multiple conversation between the adjuster andthe complainant and conversations we had with our insured. I have also viewed thephotographs of the complainant's vehicle.This is a disputed loss that was reported to us by the complainant on 7/9/15. In an effort toconfirm the facts of loss as reported, we attempted to contact our insured. After multiple callsand letters, we were able to talk to her on 7/20/15. In that call, she told us that she was not in anaccident, the complainant has all the wrong information and her 2015 Mustang is not damaged.She also advised us that her insurance card was stolen.We have set up an inspection of our insureds vehicle in order to see if there is any damage orrecent repairs. It would also help us if the complainant supplied us with copies of the photos shehas of our insureds driver's license, insurance card, and vehicle and any text messages she hasfrom our insured. Once the above items are in, we will contact the complainant and advise herof our position.If you have any questions, feel free to call me at [redacted]

Consumer

Response:

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.

This does not resolve my conflict because we faxed over pictures on 7/30/15 at 3:49PM Thursday to Mercury Insurance showing them her ID, her insurance card, her car, and my car but yet she's saying she wasn't there, but the pictures prove she was there and all the pictures are dated 7/6/15 the date of the accident. The next day she texted my son admitting to be in an accident. She also told Infinity she was not in an accident. If her ID and insurance card were stolen there should be a police reported dated before 7/6/15 that her ID and insurance card had been stolen, because we have pictures of her license and insurance card on 7/6/15.I want my car fixed! She hit my son driving at an excessive speed in a construction zone if her windows had not been tinted so dark she might have been able to see better, and if she wasn't driving so fast trying to squeeze by the accident would have never occurred. In the meantime the damage on my car could be getting worse from the impact it took. It's not up to my insurance to fix it when it's her fault. Here is the mercury insurance number where we faxed the pictures to: [redacted] attn: [redacted] and her phone number is [redacted]

Regards,

Review: I sold my Toyota Camery 1998 in 11/05/11. I contacted Auto Insurance Specialists who is a reseller of Mercury Auto Insurance right after I sold the car. A few months later I noticed I was still paying for the insurance. I have contacted them multiple times to get this resolved, but since I did not have the DMV form they refussed to remove it from my insurance. I have been paying insurance on this vehicle since that time and tried to speak to a supervisor and they refused to call me back. I have gone to DMV on mulitple occations to get proof, but since I no longer owned the vehicle they refused to back date it stating that Mercury Insurance would not allow them to do that.

I finally was able to track down the buyer of my vehicle and he provided me with a copy of the DMV statement showing the car was transfered on 11/05/11. I don't know how to attach the proff that this care was sold as of this date.Desired Settlement: I am requesting Murcury Insurance reimburse me for the insurance from 11/05/11 to present. Since I have multiple cars with them, I do not know how to break out the exact dollar amount of this vehicle.

Business

Response:

[redacted] called her agent, Auto Insurance Specialists (AIS) on March 19, 2012. She informed the agent that she had sold her 1998 Toyota Camry in September, 2011. She was advised that

a request could be made to Mercury to backdate the change to the date of sale, but proof would be required. AIS offered to remove the vehicle effective the date of the call but Ms. Searle declined.

AIS spoke to the Searles on four other occasions: March 19, 2012; March 23, 2012; March 28, 2012 and December 30, 2013. Each time, they were advised that proof would be required to backdate

the deletion of the vehicle and each time the AIS representative offered to remove the vehicle effective the date of the call. If the Searles now have the evidence of sale, they may fax it to [redacted]

or email it to [email protected]. They should include their name and policy number. Mercury will review the evidence and backdate the deletion if warranted.

Thank you,

Mercury Insurance Group

P.O. Box 1150, Brea, Ca 92822

(714)671-4704 [redacted] (714) 671-4720 Fax

Consumer

Response:

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 have faxed the DMV proof the car was sold on 11/5/11. I was forced to find the individual that I sold the car to and beg to get a copy of the new DMV owenship. I still do not understand why the insurance company could not get this info from the DMV. DMV refused to provide me with it, because I no longer owned the car, and AIS kept to go DMV to get proof.

The response from Mercury is not correct. I called shortly after I sold the car. I understood it was taken care of. I did not notice it unil the next insurance certificates were sent out since they are sent out every 6 months. I I contacted AIS on multiple occations to resolve this and they would only cancel it as of that date (not backdate to when the car was sold). I requested supervisor to contact me and never got a call. AIS is not a responsible agent. When I ensured my Sprinter I did it online several times only to find out it did not work. I than called and after working through some issues and calling back the next day did I finially get proof of the insurance.

Regards,

Business

Response:

We are returning the attached correspondence as we are having difficulty in matching it

with the proper file.

It is our desire to render prompt service to you in handling all incoming correspondence.

Please help us by providing the information requested below.

After completion of the requested information, please return along with the attached

correspondence to the address indicated above.

Sincerely,

MERCURY INSURANCE COMPANY

MAIL SERVICES DEPARTMENT

Our Policyholder/Insured's Name------------------

Our Policy Number -----------------------

Our Claim Number/File Number -------------------

Our Adjuster Handling the File-------------------

Date of Accident or Loss ---------------------------------

Mercury Insurance Group

PO Box 82167

San Diego CA 92138

Dear Representative Mercury Insurance Group:

SAN DIEGO

AUG 15 lOU

CLAIMS

Consumer

Response:

Mercury Insurance Verification.

Business

Response:

We have resolved this according to the customer's request. We issued a refund check to the customer for the disputed amount on 8/19/2014. Or records indicate it was cashed/honored on 9/15/2014. We have prviously responded to this inquiy advising that the check had been issued t othe customer. Please close this inquiry.

Consumer

Response:

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 am a bit confused on this. Yes I cashed the checks but from my calculations we are short by about $400.

Thanks

- 11/5/2011 Sold Toyota Camry - Reported to insurance company, but somehow it did not recorded.

- Insurance cancelled August 14 2014

- 2 years (24 Months) 10 months and 9 days

- 34 and 9 days

- Annual cost of insurance is $217

- Monthly cost =36.16 x34 =1229.66

- 9 days = 10.49$

- =$1240.15

- Paid back 658 +182 = $840

- $400.15 Still owed.

Review: Involved in 3-car hit and run that was found to be the fault of the other two parties. Information was collected for both parties because I was able to snap a photo of the license plate of the party that fled the scene. My insurance company, Mercury Insurance is refusing to repair all damages caused in the collision. I am having to come out of pocket for damages that occurred during the collision but I also had to pay an insurance deductible and diagnostics fee to the original repair shop. I was found not to have any fault in this collision and diagnostics would have been payable by my insurance company because all damages were absolutely accident related. The insurance company does not have my best interest in mind and is forcing me into paying for repairs that should have been covered by them. They are making up reasons with no factual findings to support the denials of the repairs. The sheer inertia of the rear impact was more than enough to break and/or damage the rear hub wheel bearings and the damage does not require direct impact with the wheel as the Insurance company is stating. Research and information received by knowledgeable mechanics shows that hub wheel bearings need only be replaced if they are defective or damaged during an accident. No prior defects with the hub wheel bearings existed and were directly caused by the accident. The insurance company should have also waived my deductible based on the collision report prepared by the California Highway Patrol that cleared me of any fault in the collision and provided all of the information necessary to file claims against the other two parties that were found to be at fault in the collision. I have documents and recorded conversations that support this entire complaint, including the original repair shop stating that they could not be 100% definite that the damage was not collision related and including a thorough inspection of the vehicles brakes and wheels just days before the collision.Desired Settlement: Reimbursement of $500 for deductible. Reimbursement of $109.95 for diagnostics fee charged by insurance preferred repair shop for issues directly related to the accident. Reimbursement of $950 for repairs to left and right hub wheel bearings. That is a total reimbursement of $1,559.95 for denied and unwaived charges that should have been covered by my insurance coverage.

Business Response:
Dear [redacted]:We are in receipt of your complaint addressed to the Revdex.com relative to the rear hub, bearing, and speed sensor issues with your 2004 Nissan Armada. You indicated that the desired outcome would be payment of your $500.00 deductible, reimbursement of the $109.95 diagnostics fee and payment for the $950.00 for charges to fix those items. It appears theeuctible was paid to you on December 23" and the diagnostics fee was paid on December 31*.The check on the 31* was in the amount of $455.88. This represents the $109.95 diagnostics fee, $110.08 for parts and $235.85 for labor. Those amounts were paid based upon the receipts/invoices provided by you to Mercury for the work that had already been completed.We do not have any invoices relative to the remaining $729.97 that you have referenced. Please forward those receipts at your earliest convenience for our review.

Review: I changed my policy on 2/10/16 and was told that if I did before my billing date I wouldn't be charged the full amount since I took a vehicle off my policy and dropped my premium. On 2/19/16 I was charged a full amount of 189.20 witch caused my account to be overdrawn and charged a fee from my bank. I should not have been charged that amount and when I called to straighten it out I was told they couldn't do anything about it.Desired Settlement: Credit back my account and pay the fee my bank is now charging me since I was told I would be charged the full amount.

Business Response:
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

Consumer Response:

[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
The revised bill stated that I have a credit as of 2/12/16. That credit was valid till after 2/17/16. So the revised bill they send wasn't a current as it has false information on it. So the one they sent is invalid and not a correct bill.

Regards

Business Response:
[redacted],There is no record of advising the customer that his payment for February would be lower due to the changes made on the policy. We stand by the bill which was sent on 2/11/16 advising that the credit for the changes made on the policy would be reflected on his March payment. A copy of that bill is attached.Sincerely, [redacted]
Customer Relations Manager

I have never dealt with such horrible customer service. I am used to normally functioning car insurance companies- like Geico, where car accidents are resolved quickly. This is not the case at Mercury Insurance. If you have to deal with them get ready to turn into an insane person because that is the only way you will get what you need from them. My claims adjuster never answered my calls, never returned my calls (and I am taking for WEEKS, calling multiple times). I finally had to freak out after 2 months (that's right, 2) of not having a car. Mind you, this was all because I was driving straight down a road and a car pulled into traffic to take a left, hitting the passengers side of my car- obviously to no fault of mine. Anyways, my claims adjuster never did call me back- a different worker just resolved the case for me. I'm usually a pretty level headed person but wow. Every time I see there commercial, I just laugh. This insurance company is so sketchy.

Review: Last week, when I was out of the country, I checked my bank account and my account was overdrafted over 300 dollars.

After two months of coverage, Mercury had debited my account 520 instead of the 160 monthly fee. I panicked and contacted my agent who informed me that they had not received my signature waiving my uninsured motorist coveraged (which I had faxed previously), so they took it upon themselves to up my premium and take an unauthorized debit of 520, This left me without any money in a foreign country, then started to snowball my account as other debits processed. I now am irreparably overdrafted because of the multiple fees I have received because of their mistake. I can't put any money in to cover anything that needs to come out because it will just be a drop in the bucket at this point.

After I resent them my signature, the only way they would fix this is by mailing me a check for the difference (4 days after my initial complaint to my agent) because they claimed the only way they could debit my account was through the first debit card I used to pay the premium (the number has changed). NEVERMIND the fact that they took all this money straight from my bank account in the first place.

The bank says that I am responsible for any overdrafts incurred that is not the fault of the bank, So I am now left waiting for a check that will not get me out of the red due to the 6 (and growing) overdraft fees that I have incurredDesired Settlement: I need to be immediately compensated for the fee with a deposit into my bank account with what they overcharged me, and for the overdraft fees I have incurred , which equals 210 at this moment in time. There is no option for this, so I listed check. I already sent them proof of my overdrafts. I am basically destitute right now waiting for them to slowly and unacceptably remedy this situation.

Business

Response:

Thank you for the opportunity to respond to our customer’s

concerns.

Regarding the increase in premium resulting in the $520 payment

withdrawal on 9/17/2014, the increase in premium was due to the failure to

provide proof of prior insurance and a signed uninsured motorist selection

form. Both documents were required with

the application, and requested again on 7/28/2014. On 8/18/2014 after still having not received

the required policy documentation the premium was increased accordingly. Notification was mailed on 8/19/2014 to the customer

at her address of record. This notification

included a billing statement indicating that a payment of $520/85 was due on

9/16/2014 in accordance with the automatic payment plan existing on the

policy. On 9/2/2014 we mailed another

billing statement reiterating that the payment of $520.85 was due on would be

withdrawn on 9/17/2014.

On 9/23/2014 we were provided with the required policy

documentation and retroactively adjusted the policy back to its original premium. On 9/24/2014 we mailed a refund check for the

difference in the payment amount ($370.25), however, on 9/26/2014 we were

notified that the $520.85 payment was returned to us unpaid by the customer’s

financial institution. Consequently we

issued a stop payment on the refund check as it was based on a transaction that

was returned unpaid.

While we feel that Mercury acted appropriately and provided

more than adequate notification of both the requirement for the required policy

documentation and the subsequent increase in the premium/payment, we have sent

a request to the customer’s financial institution requesting that the overdraft

fees be waived.

Review: Mercury is the insurance carrier fir a Woman that rearended me and bas not satisfactorily made my loss whole again.Desired Settlement: Mercury is the insurance carrier for a woman who rear ended me almost a year ago. They paid [redacted] $30,000 in advance to repair my car and when the car repairs were unsatisfactory and unsafe, have refused to either come an d inspect the repairs completed on the car or to help in dealing with [redacted] to come to a satisfactory conclusion. they have refused to pay the diminished value of the car due to the fact they blame [redacted] poor workmanship for the ** evan though they paid them in advance and I had no recourse to to stop delivery of the vehicle. They should make my investment whole again and gave not. I am seeking $25,000 so I can repair my car properly and safely.

Business

Response:

October 30, 2014

RE: Complaint [redacted]

Complaintant: [redacted]

Insuring Company: [redacted]

[redacted]

Date of Loss: October

29, 2013

Claim Number: [redacted]

Dear [redacted]

We

have reviewed our file in response to Mr. [redacted] Consumer Complaint dated October

24, 2014. The Complainant, Mr. [redacted],

has retained an attorney to represent him in this matter and Mercury Insurance

Group has communicated directly with [redacted]. regarding Mr. [redacted]’s

claims.

Mr.

[redacted] elected to have his vehicle repaired at his shop of choice, [redacted]. Mr. [redacted] authorized the repairs and payment was issued by Mercury

Insurance for the cost to repair Mr. [redacted]’s vehicle to pre-loss condition.

The check was made payable to Mr. [redacted] and his shop of choice. Mr. [redacted] was

made aware of the payment and the fact his name was included on the payment to

the repair shop he chose to address the damages to the vehicle.

Mr.

[redacted] has submitted a diminished value claim in the amount of $14,926.25

indicating that the repairs done at his shop of choice were improperly

completed and of poor workmanship. As it appears the complaint pertains to the

standard of completed repairs by Mr. [redacted]’s shop of choice, we believe Mr.

[redacted]’s claims are with his Shop of Choice and not with Mercury Insurance

Group.

Should

you have any questions regarding the above or require further assistance I may

be reached at (800) 503-3724, [redacted]

Very truly yours,

AMERICAN MERCURY INSURANCE

COMPANY

Consumer

Response:

[redacted]

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

Regards,

They say that my dispute is with my shop of choice. They paid them in advance, so I had no way to accept or decline the repair of my car with said repair facility. Mercury's Estimate guarantee's safe repair. The repair is anything but safe, and is not to pre-loss condition. Since Mercury allowed the shop to guarantee repair for less than their estimate and paid them in advance, And they guarantee a safe repair they owe me either the amount to repair the car to a safe standard or the amount of diminished value. Mercury was ripped off by said company just as much as I was. There are at least $1,000 dollars worth of parts and 20-40 hours of labor that were billed but not completed. I had no way to refuse the repair. Since I am financially unsophisticated I feel both the repair facility and Merury are taking advantage of me. Since the insurance company paid in advance, The repair facility had no incentive to repair my car in a timely manner. It took eight and a half months to get my car back. The insurance company only supplied a rental fpr three months. I was left without transportation for five and a half months and now I'm left driving an unsafe car. If I were to be hit from behind again by a suv going 55mph I would most likely be killed due to the unsafe repair of the frame rails of the rear unibody structure. Here is a list of repairs by the shop of my choice that the insurance company who guarantees safe repair paid in advance to safely repair my car, did not repair safely: 1. The rear frame rails and unibody structure ate not properly welded. 2. The rear suspension is not properly attached to the structure. 3. The brake lines are bent improperly and hang down where they could catch on something. 4. They are not secured so they are always flexing and will eventually break. 5. They are touching the exhaust pipe which could boil the brake fluid which would render the brakes ineffective. 6. The fuel lines are bent and hanging down just like the brake lines and are touching the exhaust in two places which is a fire hazzard. 7. They are also rubbing the shock and could rub through. Which would also be a fire hazzard. 8.The rear brakes are improperly assembled and one has already came apart. 9. The left rear wheel was left loose. 10. Two nuts were left off the exhaust system. This is a carbon monoxide poisoning risk. I have tried on several occasions to get the insurance company to come and ispect their repair and see what $30,000 dollars got them and me but they have no interest in evan checking to see if mycar is safe or if they were defrauded much less whether my car is in pre loss condition. Their client hit me over a year ago and my life had been nothing but a mess ever since dealing with them, the repair facility, attorney's. Getting rides, borrowing cars all while making $837.00 a month car payments for a car I couldn't use and I no longer have any equity in. I had $11,000 in equity before the accident that is gone and I'm left to drive an unsafe car. If I were to die because of this repair not only would [redacted] be liable so will Mercury insurance group. I can fix the issues but, I will not until this is resolved but I will still be driving it, so wish me luck!

Business

Response:

RE: Complaint ID: [redacted]

Complaintant: [redacted]

Insuring Company: American Mercury Insurance Company

Our Insured : [redacted]

[redacted]

[redacted]

Dear [redacted]

We have reviewed the counter response dated November

2, 2014. The Complainant, Mr. [redacted]

has retained an attorney to represent him in this matter and Mercury Insurance

Group has communicated directly with [redacted]. regarding Mr. [redacted]’s

claims.

Mr. [redacted] chose to have his vehicle repaired at his

shop of choice, [redacted]. Mr. [redacted] authorized the repairs and payment

was issued by Mercury Insurance for the cost to repair Mr. [redacted]’s vehicle to

pre-loss condition. The check was made payable to Mr. [redacted] and his shop of

choice. Mr. [redacted] was made aware of the payment and the fact his name was

included on the payment to the repair shop he chose, to address the damages to

the vehicle. If Mr. [redacted] did not give authority to the shop to cash the check

in question, then he should have his attorney contact me and we can discuss

this further. I will forward a copy of

the front and back of the checks issued, to Mr. [redacted]’s attorney.

The main complaint here seems to be the workmanship

and safety of the vehicle itself. Please note that American Mercury Insurance Company

never guaranteed the work done at [redacted]. The repair estimate states “THIS IS NOT AN AUTHORIZATION

TO REPAIR. THE UNDERSIGNED REPAIR

FACILITY AGREES TO REPAIR

THIS VEHICLE USING INDUSTRY ACCEPTED EQUIPMENT AND METHODS, AND TO COMPLETE AND

GUARANTEE SAFE REPAIRS…” As

it appears the complaint pertains to the standard of completed repairs by Mr.

[redacted]’s shop of choice, we believe Mr. [redacted]’s claims are with his Shop of

Choice and not with Mercury Insurance Group.

It is also our understanding that the shop has

offered to work with an independent appraiser to find out what the exact issues

are and to bring this matter to resolution.

To date, Mr. [redacted] has not taken advantage of this offer.

We recommend that Mr. [redacted] have his attorney work

with this shop and an independent appraiser to bring this matter to an amicable

resolution.

Should you have any questions regarding the above or require

further assistance I may be reached at [redacted]

Very

truly yours,

AMERICAN

MERCURY INSURANCE COMPANY