Mercury Insurance Group

Review: I had vehicle insurance with Mercury Insurance , I cancelled my insurance in March, Mercury still took out the April charge from my checking account in the amount of $221.00 on April 4th. I called ins on april 5th and was told to allow a few days and they would put the money back in our account. as we no longer had insurance thru them, we now have insurance with Allstate. As of April 11th, still no money, so I called and spoke with Norely, she stated a check would be mailed out on april 15th, as they could not put money back in accounts. I called again on April 23rd, as still no check or money returned , and now they are stating we changed our policy as of APril 8th, I stated we did not , as we do not have coverage since March 31st. Then they stated we added our daughter Megan( of which our daughters name is MORGAN) , and we did not add her as she was not living with us at the time, she was in school. my husband called to check prices to add her for April. Then they stated we gave a false drivers license and so they are keeping the money for a penalty fee. We did not add our daughter to Mercury insurance as we did not have coverage in April.They did not have the right to take out for the April monthly charge as we no longer had insurance with them at that time. I have also contacted our bank, as they did not have permission to take out funds as we cancelled services with them which in turn cancelled any rights for billing.Desired Settlement: I would like my refund of $221.00 the amount they deducted from my checking account for the insurance premium for April as we did not have insurance with them.

I had a claim on 12-31-15 with [redacted] with claim #: capa-0013904. Very disappointed with her customer service. During her first contact, I was told many times that I have up to 30 days for rental company. On Feb 4th, at 1:51pm I received a missed call from 714-978-8515 and only know that # is from mercury after talking with Ms.[redacted] today. She said the phone call was meant to tell me my car was ready. Badly, I couldnt pickup my cell phone, she told me that mercury left voice mail, which I never listen to. How could she say "I assume you'd listen to". Everybody has different habit. And please at least call me couple more times later or earlier. And She stopped paying my rental car on Feb 4 as well. So, even if I received the phone call that day, but I was so busy with everything. How could you expect me to bring the car by the same day. Better, Enterprise called me about ending rental. Right after, I called Ms.[redacted] on Feb 5 to ask her. As usual, never reach her after days with 3-4 voicemail left at her desk. The communication was so bad, I'd never reach her directly except once today during entire claim period. She even told me, bez I chose my shop, I've to deal with it. & Talking same time with customers in anxious manner. Now I have to pay for Feb 5,6,7,8 because I tried out to reach for my claim agent. I have to pay extra extra extra. And, Ms. [redacted] told me, "Now what do you want" in loud and annoying manner. What do I want? Of course, fair and square deal. Do not ever talk to me in that kind of voice? Plus, It is so hard to reach her. Before I called her 2-3 times a day with different time in 2 consecutive days, but all to her voicemail. By the end of 2nd day, she called back. If her service is like that, how she expect me to pick up the phone after 1 missed call. And I called back but could not reach. She had my email, at least email me please.

After being a Mercury insurance customer for 10+ years and getting into an accident with another person insured by Mercury I learned they act in bad faith and employ every dirty tactic you've ever heard of. When subpoenas were served to my previous employers and their responses indicated no history of injury they continued and repeated subpoenas in an attempt to embarrass me and create expenses for past and current employers. In court they hired "Expert Witnesses" costing nearly $40,000 to testify that the impact from an accident that totaled a full size sedan created the same forces as "stepping off a curb", or being "getting a pat on the back". There are many other examples, but the point is Mercury used every dirty trick in the book, and I'll be having back surgery at some point, and I'll be paying for it because I didn't handle the legal side of my relationship with them properly. Be very aware when choosing Mercury.

Review: I just recently purchased new car insurance through Murcury and it is for full coverage and the agreed on amount was four hundred dollars and some change. When I received my first bill it was $879 witch was never talked about or agreed on. So I called them and this was there answer. They origanally put me in there system as 30 years old not 20. So they fixed this issue and it changed my policy to $879 . So without my consent or agreement to this new policy they charged me over $400 over the agreed on policy and price and this is only car insurance for one vehicle a truck not a sports car or anything just a f150 and for one person. There response to this was the sent me an email to which I did not receive and therefore did not agree to anything. So I am asking for your help to resolve this issueDesired Settlement: I would like to receive the entire paid amount with any additional payouts possible back to me and a discount on my policy that will be renegotiated. If possible please and thank you

Business

Response:

The customer signed the application stating that all information was correct; however, when we ordered his Motor Vehicle Record, we discovered that the date of birth on the application was incorrect and we must properly rate the policy with the correct information. We are unable to issue a full refund as there was coverage during the time the policy was in force; therefore, we cannot backdate the cancellation of this policy.

Review: Advertised to get a quote and get free USC football tickets. I received the quote but never received anything to obtain the ticketsDesired Settlement: Provide the tickets.

Business

Response:

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:

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.

There was no such email in my spam or junk mail folder as they eluded to in their response.. I want the tickets, it's only fair, I complied with the requirements by getting the estimate.,

Business

Response:

It is our position that we sent the information to obtain the tickets to the email address that we were provided by the customer. I have also attached the official rules of the promotion. Please refer specifically to rule number #12. "Ticket voucher redemption information will be sent via e-mail within ten (10) business days to the e-mail address listed on the quote. Mercury and USC re not responsible for e-mails not received due to spam or junk e-mail filters or any error in transmission." We have complied with the rules of the promotion.

Review: There was a water leak from our second floor bathroom. The leak took a long while to get noticed because of the location. It had to go through the tile floor then the sub floor through the insulation of fifteen inches. After wetting the Sheetrock we realized there was a leak. After contacting Mercury Insurance Group I had to wait a week for someone to come look at the damage. I pulled down some of the garage ceiling so he could get a better look for the problem. After another week they sent out another adjuster. After many calls Mercury Insurance rep [redacted] informed me that they only cover acute water leaks and not long term ( over three weeks) leaks. I asked him how were supposed to know of a leak until you can see it and his answer was your not. I then asked how could I call you before and he said that's the way policy works. What I'm looking for is to have Mercury Insurance cover the property damage. I have a second floor bathroom and a first floor garage that I can't use. The second investigation said that it was a long time very slow leak. Again how were we supposed to know ahead of time.Desired Settlement: Monies to have repairs and damage fix.

Business

Response:

September 9, 2014.

The attached is in response to the inquiry we have received on September 9, 2014.

Should you have any further questions please contact the signed party on the letter, NE [redacted]

Dear Mr. [redacted]

We have completed our investigation of your claim and reviewed your homeowner’s policy as it relates to your loss. Our review has determined that coverage is not afforded by your policy for the loss you have sustained.

Mercury Insurance contacted [redacted] from Eagle Adjusting Service to meet with you to complete his investigation of your loss. At that time he found water damage to the drywall and insulation in the garage. The character

of the damage indicated that it had been ongoing for some time. The damage is covered by the garage door when it is opened. The leak appeared to be coming from the upstairs shower; however, Mr. [redacted] was not able to confirm

this during his inspection. We then contacted JP Diagnostics to conduct leak detection services at your residence. J.P. Diagnostic’s inspection of your residence revealed the cause of the leak to be improper installation of the second story

master bathroom shower tiles and underlying shower pan (which is designed to catch all water that may penetrate through the shower tile floor and process it into the shower drain). When leak tested, leaks were widespread throughout

the floor area of the shower and permeated down into the garage ceiling. It is their professional opinion that the leak has been ongoing for 14-21 days. Unfortunately, we will be unable to provide coverage for your shower pan because the

loss is attributable to defective planning, construction, maintenance, wear, tear, deterioration, inherent vice or latent defect. In addition, we do not cover loss to the system or appliance from which the water escaped.

Further, the water damage caused by the leak is expressly excluded from coverage as it is attributable to repeated leakage or seepage over a period of weeks.

Please note the following policy provisions of your Superior S-10 3/2006 policy:

Page 2 of 4

“SECTION I - PERILS INSURED AGAINST AND

EXCLUDED PROPERTY

COVERAGE A - DWELLING AND

COVERAGE B- OTHER STRUCTURES

We insure for direct physical loss to property to which Coverage A or Coverage B applies except:

1. losses excluded under Section I - Exclusions;

…

SECTION I – EXCLUSIONS

We do not insure, under any coverage, for any loss which would not have occurred in the absence of one or more of the following excluded events:

We do not insure for such loss regardless of (a) the cause of the excluded event; or (b) other causes of the loss; or (c) whether other causes acted concurrently or in any sequence with the excluded event to produce the loss.

…

10. Planning, Construction or Maintenance, meaning faulty, inadequate or defective:

...

b. design, specifications, workmanship, repair, construction, renovation,

remodeling, grading, compaction;

c. materials used in repair, construction, renovation or remodeling; or

d. maintenance; of property whether on or off the insured location by any person or organization.

However, any ensuing loss not excluded or excepted in this policy is covered.

…

11. Constant or Repeated Seepage or Leakage, of water or steam over a period of weeks, months or years from:

a. within a plumbing, heating or air conditioning;

b. automatice fire protective sprinkler system; or

c. from within a household appliance.

…

17. Loss caused by:

a. wear and tear, marring, scratching, deterioration;

b. inherent vice, latent defect, mechanical breakdown;

Page 3 of 4

...

If any of the perils listed in 17.a. or 17.b. above cause water to escape from a

plumbing, heating, air conditioning or automatic fire protective sprinkler system, or

household appliance; we cover loss caused by water.

We also cover the cost of tearing out and replacing any part of a building necessary

to repair the system or appliance. We do not cover loss to the system or appliance

from which the water escaped.

Under item 17, any ensuing loss is not covered if excluded in items 1. thru 16

above.

Based on the policy provisions listed above, Mercury Casualty Company must respectfully deny your claim in its entirety. If you care to submit any further information, we will be glad to review and consider the same.

As of today, your file will be closed.

New York insurance regulations require us to advise you of the time limits that apply to your claim. Please refer to your Property Policy, "Section I – Conditions:

…

7. Suit Against Us.

No action shall be brought unless there has been compliance with the policy provisions and the action is started within twenty four months after the date of the loss or damage."

The twenty four months begins to run from the date of loss.

If you believe that this claim has been wrongfully denied or rejected or that there is a dispute as to damages, you have the right to have this matter reviewed by the New York State Insurance Department either on its website at www.ins.state.ny.us/complhow.htm or you may write to or visit the Consumer Services Bureau, New York State Insurance Department, at: 25 Beaver Street, New York, NY 10004; One Commerce Plaza, Albany, NY 12257; 200 Old Country Road, Suite 340, Mineola, NY 11501; or [redacted] Office Building, 65 Court Street, Buffalo, NY 14202.

Should you have any questions or concerns, please feel free to contact your adjuster, [redacted] at (800) 987-2032 extension [redacted]

Sincerely,

MERCURY CASUALTY COMPANY

Review: 2009 Jetta stolen approximately sometime after 6pm on November 2, 2013 from where it was parked in a parkinggarage. The driver was visiting friends and stayed overnight. On November 3, 2013 when the driver was leaving [redacted] to her college house, the car was missing. Police were called and accident report completed. After the driver gave statement to insurance adjuster, we received no information regarding the claim. After three attempts made to call insurance adjuster and no return calls, the insurance agent was notified, and shortly there after we received a call from the insurance fraud department. After many disturbing calls with the fraud department, in which the adjuster said the "car was NEVER parked" where the driver said, and that the "car is in someone's garage", the driver was mandated to go under oath at Mercury Group Insurance in Bridgewater. We asked for them to come to our house and the insurance Co. refused. We asked for them to meet us half way at our insurance agents's office and they refused. We have cooperated with their requests. The fraud department (Mr. [redacted])requested telephone account statement with phone numbers, and the account statement was provided with all telephone numbers of calls and texts. Also requested was Ez-Pass statement and it was given along with requested service statement. It's been five months and car was never found. Now the insurance company wants the Correspondings of the texts. The actual PRIVATE conversations with friends. This an invasion of privacy and we have done nothing to warrant this behavior! We have totally cooperated and the Insurance company is treating us as if we are guilty. They keep coming up with excuses to not pay the claim. The consumer's rights are being violated and we are being victimized all over again! We should be protected against this unprofessional and unethical behavior. They also kept the car on the insurance plan even though the car was stolen and we didnt have it but paid for it.Desired Settlement: [redacted]Bridgewater, NJ 08807Re: Claim Number : [redacted]Pay the claim, refund the amount of money for car on insurance from time it was stolen. They should be penalized for victimizing customers and their unethical behavior

Business

Response:

May 2, 2014

Ms. [redacted]

Better Business Burea of Orange Country CA

4747 Viewridge Avenue- Suite 200

San Diego, CA 92123

Dear Ms. [redacted]:

This will acknowledge receipt the complaint assigned the ID of [redacted]. Casualty Supervisor, [redacted]

[redacted], reviewed the file and provided the following summary:

In this complaint [redacted] advises that after the driver gave a statement, they did not hear

anything at first. Then he alleges that the SIU investigator, [redacted], made accusatory remarks to

him. Mr. [redacted]'s feels they have cooperated and provided the necessary information to conclude our

investigation and pay him.

The reason this file was referred to our SIU department is due to the questionable circumstances

surrounding the theft of this vehicle. A statement was obtained from [redacted], the daughter

of the complainant and the last driver of the stolen vehicle. In her statement she advised the vehicle

was parked in a limited access gated parking lot for [redacted] University students. The involved vehicle, a

2009 Volkswagen Jetta, was allegedly stolen from this parking lot. Ms. [redacted] advised the vehicle was

left locked and when she returned the vehicle was gone. No glass was found to indicate any forced

entry and there is no indication of how it was taken from this gated parking lot. In addition, this vehicle

comes equipped with theft deterrent transponder keys. As of this date, the vehicle has not been

recovered.

Currently, there is still an ongoing police investigation into this matter. We have requested various

items to validate the information provided during Mr. [redacted]'s EUO. To date, although our insured has

supplied some of the requested items, they have not fully complied with providing all of the information

that was requested. We are trying to move th is along as quickly as possible but we need the requested

informat ion before we can proceed further. We should also note that some of the information provided

by the last driver of the vehicle is contrary to aspects of our investigation as well as the police

investigation.

Our investigation also shows that [redacted]'s initial recorded statement in where she indicated

she had the valet key to the involved vehicle, is in direct conflict with her statement under oath where

she did not have a 3'd key/valet key. In addition, when the keys were turned over to Mercury Insurance,

only two keys were provided by Mr. [redacted].

Based on the inconsistencies that were uncovered in our investigat ion and the insured failure to fully

cooperate with our investigation, this claim cannot be paid in good faith. At this point, our insured still

has not provided the information we have requested to help conclude the investigation.

Throughout this investigation we have been in constant contact with our insured. We have kept our

insured informed and advised them of the information that is needed to proceed with our investigation.

It is our position that after reviewing the file, we have never made any accusatory comments as

suggested in this complaint. Since Mr. [redacted] has not fully cooperated with the theft investigation of

his vehicle, we do not believe this is a justified complaint.

It should be noted that this same complaint was also sent to the NJ Department of Banking and

Insurance and responded to back on March 13, 2014.

Should you have any questiOris or need any further information on this matter; please contact Casualty

Supervisor, [redacted] at ###-###-#### - Ext [redacted].

Sincerely,

Branch Manager

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 attached a respond to statements. I has been 6 months since my car was stolen and they are insinuating that we have something to do with it. We pay expensive insurance premiums for a service should we have an accident or an incident, but they took our money and blame us for not cooperating.

Regards,

Business

Response:

May 16, 2014

Ms. [redacted]

Better Business Burea of Orange Country CA

4747 Viewridge Avenue - Suite 200

San Diego, CA 92123

Dear Ms. [redacted]:

This will acknowledge receipt the Mr. [redacted]'s reply to our response to the complaint assigned the ID of

[redacted]. Casualty Supervisor, [redacted], reviewed the file and provided the following summary:

In the initial complaint [redacted] advised that after the driver gave a statement, they did not hear

anything at first. Then he alleged that the SIU investigator, [redacted], made accusatory remarks to

him. Mr. [redacted]'s feels they have cooperated and provided the necessary information to conclude our

investigation and pay him. We have attached a copy of that response for your review.

In the rebuttal by [redacted] he advises that he has reviewed our response and stated that our

proposed action would no resolve his complaint. As our initial response stated, based on [redacted]

[redacted]'s fa ilure to fully cooperate with our investigation, this claim cannot be paid at this time. Until

Mr. [redacted] provides the information that we have requested, we will be unable to complete our

investigation and bring the claim to resolution.

Should you have any questions or need any further information on this matter; please contact Casualty

Supervisor, [redacted] at ###-###-#### Ext [redacted].

Sincerely,

Branch Manager

I was involved in an auto incident where an uninsured driver hit me in a parking lot.

I was told by this company that the claim was settled in my favor. 2 weeks later they call me to tell me that it was now in the favor of the other driver. I felt complete wronged and not safe as the insured. This was completely unprofessional. I felt as though I was merely carrying insurance to take care of other drivers that mess up without insurance. The other driver lied to me and told me that he had insurance and said that he would get his car taken care of himself, then 5 DAYS later called me to say that he wanted my insurance to pay for his car because his insurance had expired. THIS is that man that MY insurance company is siding with. This whole situation has been complete crap and [redacted] in the claims department was unhelpful and rude.

Review: I have a claim for a hit and run accident that caused damage to the rear of my car and also the car dropped after that. What I noticed is that after it happened, I heard that there was a sound and there was a message to take the car to workshop and it signaled that the car could not raise. I also started feeling everything on the road, I later round out the suspension was ruined. The dropping of the car also caused damage to the front of the car.

I called in to file the complaint and I told them that the car drove horribly, that it felt like a rollercoaster and I told them that was my main issue. I agreed to take the car to one of their shops. At their shop I was treated so rudely and they said the report made no mention of mechanical issues. I called again and they corrected that in the report. By then I didn't even want the car to be serviced there so I took it to another shop that is not too far from my home. The quote for the outside work was half of what their own shop was going to charge. They send the estimator to the shop and he said he was not sure about the mechanical problem. We told him if he could see how the muffler was bent and he said he didn't see that. So we requested he go back. While he was there he agreed and then he asked them to remove the bumper and it was then he saw how "broken" everything was. He said the body shop where the car was at didn't do mechanical work, just auto body, and he said they would take care of the outside first and then he would have the car towed to the mechanic at the [redacted] dealer. He said he would have the car towed to the dealer so they can finish fixing the problem.

After that, I didn't hear from them for several weeks. The body shop said the car was ready to go and pick it up. We picked up the car and had it towed to the dealer because the estimator for Mercury said he could fix the outside first and the inside after, since the car was already at the body shop. I didn't hear from them for 2 weeks. I picked up the car and they had replaced the back of the car and they approved work to the front of the car that was caused by the car dropping to much that the tire was hitting the front bumper. After I dropped off the car at [redacted], I received a survey about the experience with Mercury. I put on there that I was extremely dissatisfied and that I don't have my car yet. My claim has not been completed because they have yet to fix the inside of the car. It was then that someone finally called me back 2 days later. They said they would send someone to the [redacted] dealer. It was then that the people at [redacted] said it was difficult to say if the damage was caused by the collision, since the car's auto body work has already been completed. We called them back and we told them Mercury had already agreed to fix it because they saw the outside and the inside and even said they would tow it themselves, but we ended up doing it since we didn't have that service with them. Not only that, they agreed to fix the front of the car because the collision caused the car to drop and that drop caused damage to the front of the ar. The car has been at the dealership for 2 weeks and today they denied the claim. They cannot see how the impact affected the suspension. The car hits the tires when you drive it and they think I was driving like that down the freeway when I was hit? Of course the damage to the suspension was caused by the collision, however they already had the outside fixed, so now they say they don't see the relation. They also agreed to fix the front of the car, damage that was caused by the car being so low it hits the tires, but they don't find the tires hitting the front of the car to be caused by the collision. They should have taken care of the inside first, so they could see the damage to the outside and then make the connection. They chose to do things in this order and they did this with the pure intention of denying the claim later on. We spoke to Deny Cancrell, who is supposedly the manager and she said she stands behind their findings. Never mind the face the adjustor agreed that damage to the suspension was caused by the collision and he chose to have the outside fixed first. Also they agreed to fix the front of the car, which was caused by the suspension being broken. I am accusing them of fraud.

I have been a customer with Mercury for 12 years, I have had 2 other claims that were minor, and they chose to fix the car in this order to be fraudulent and fix the proof the collision caused damage to the suspension. We did everything they told us to do, the adjustor agreed to fix both the inside and out and after the collision damage to the outside was fixed, now they want to wash their hands of the situation.Desired Settlement: I want my car repaired like the adjustor agreed to do. They can't just fix the proof of accident on my car and then say there is no proof. There is no proof because they chose to do things in the wrong order. Also if the suspension dropping is not caused by the accident, why did they agree to fix the front of the car? They chose to fix the front because when they looked at the big picture, they knew the collision caused the car to drop.

Business

Response:

Dear Ms. [redacted],

This is the worst company I have ever used. They lied abou t coverage. When I stated I wanted to move my renewal date because of my due date, they stated I had a five day grace period. Then I had a wreck and they stated I wasn't covered. I will never recommend this insurance company.