Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 4/15/2025 i (*** *********) dropped my truck off to keller motors because my truck broke down. i was contacted on 4/17/2025 that my truck needed a tear down to find issues. on 4/22/2025 i was contacted by Keller and was told mercury was sending out an inspector to view my truck damages. inspector came out and viewed my truck on 04/24/25. on 4/25/2025 i was contacted again by Keller motors that my repair was approved. my service tech stated go ahead and get a rental if needed. keep in mind prior to this claim, i only had my truck for about 10 days because prior to this claim my truck was in the shop for transmission issues, same thing happened, i was contacted by Keller and they told me it was approved so i went down to rental agency picked up a car, and when my truck repair was completed , i got the invoice and submitted to mercury insurance and they wrote me a check for 180$ reimbursement. Moving forward to this current most recent repair for engine issues, the repair was approved and i went down to the rental agency again and rented a car and when my truck repair was completed i submitted my invoice once again to mercury for reimbursement, i was told Keller motor was paid out because the rental agency PUT BILL to Keller Motors, when i should have been paid out. Mercury failed to communicate the claim with me and did not comfy with me and completely pushed me out of the picture when I'm the person who has the coverage. their excuses and errors reflects their work and demonstrates their clients don't matter and i was the one stuck with a bill when my policy clearly states my coverage. over all i did not authorize mercury to pay out the motor shop for my rental. I am the client who paid for the policy and i am the client who paid for the rental, and i am the client who rented and used the rental and was charged 96.05% on my credit card ending in 1299, and mercury refuses to pay me what's owed. my policy and invoice was attached for viewing.

  Business Response

  Date: 06/03/2025

  Re:       Complaint ID:
  ********
              Policy
  Number: *******  XML
              Claim
  Numbers: *******

  Dear Mr. *********:

  
  We are in receipt of the above-referenced complaint filed
  with the Better Business Bureau. It appears you purchased a Mechanical
  Breakdown Insurance Plan from Logix Federal Credit Union on August 3, 2020.
  This policy will reimburse you, or an authorized repair facility for coverages
  under this policy.
  
  On April 22, 2025 we were contacted by *** at Keller Motors
  Inc. of Hanford regarding a noise from your engine. An inspection was assigned,
  and the claim was subsequently approved for repairs on April 25, 2025.
  
  During the call on April 25, 2025, *** at Keller Motors, in
  order to minimize your out of pocket expenses, stated they were going to
  rent a vehicle on your behalf and send us the sublet invoice for reimbursement.
  At that time, the rental was added to the claim and reimbursement was approved
  to Keller Motors for a maximum reimbursement of $180.
  
  The invoice you supplied matches the invoice we received for
  reimbursement. It clearly shows the portion of the invoice billed to Keller
  Motors of Hanford and the additional charges billed to the renter(you). The
  invoice total is $300, of which we reimbursed the approved $180 to Keller
  Motors of Hanford, leaving you responsible for the overage of $120.
  

  While we understand that you believe you are entitled to receive the
  reimbursement directly, we must clarify that, in accordance with the claim
  process, the reimbursement was made to Keller Motors—the authorized repair
  facility—to cover the rental costs arranged on your behalf. At this time, we
  have paid the maximum eligible amount under your policy to the designated
  repair facility.
  
  
  Please let us know if you require further clarification
  regarding the terms of your policy.
  
              Sincerely,
  
              ***** ********
              MMP Claims
  Supervisor       
              American
  Mercury Insurance Company

  
  

  Business Response

  Date: 06/13/2025

  Dear Mr. *********:
  We understand your concerns and appreciate the opportunity to clarify your
  policy terms. You state you did not authorize anyone to make decisions on your
  behalf. However, according to the terms of your policy, you are required to
  authorize the repair facility to diagnose the vehicle and then the repair
  facility must contact us to report the claim. Additionally, the policy states
  that if the payment is not being paid to the authorized repair facility, we
  will reimburse you directly. See the attached excerpts. In this case, your authorized
  repair facility elected the reimbursement for the claim to be sent to them for
  the repair and the rental charges.
  We understand this differs from your previous claim experience where your
  rental reimbursement had not been requested by you or your authorized repair
  facility at the time the claim was authorized. On that claim, you rented a
  vehicle independently and requested reimbursement after the claim was
  authorized. Since rental had not yet been authorized and you were entitled to
  be reimbursed for rental up to the limits of the policy, we reimbursed $180 of
  the $215.94 leaving your out of pocket expenses at $25.94.
  As we stated in the previous response, on your current
  claim we authorized rental reimbursement to your authorized repair facility
  which they used toward your total rental charges. You only paid the overage
  beyond the authorized amount of rental. That amount would have been your
  responsibility had you paid for the rental in full and subsequently received reimbursement
  from us. By processing the claim in this manner, it minimized your initial out
  of pocket expenses. I understand that you wish to be reimbursed for the rental
  charges that exceeded the policy limits, but the full rental amount has been
  paid on your behalf and there is no further rental coverage available at this
  time.
  
              Sincerely,
  
              ***** ********
              MMP Claims
  Supervisor       
              American
  Mercury Insurance Company

  Customer Answer

  Date: 06/16/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business refuses to issue refund of prorated amount -adjustments. Mechanical Protection Agreement ********. Seller of warranty (*****) was advised that I would not receive a refund, contrary to the information Mercury provided me during the cancellation paperwork and phone calls.

  Business Response

  Date: 01/30/2025

  In relation to the complaint filed by ***** ***** dated 1/27/2025. A review of our records shows that the screenshots captured by ***** ***** during her online cancellation of Mercury Mechanical Protection are accurate. Mercury processed her cancellation on November *******. We understand that the pro-rata refund of $74.86 was credited to her account by **************************. ***** ******* ** will be reaching out to Ms. ***** to explain the details of the refund deposit. We believe Ms. ****** complaint is now resolved. Thank you for your attention to this matter

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle warranty and this company refused to cover anything. I requested a refund and was told they would issue it.. it has.been almost a full year and yet.. no refund.

  Business Response

  Date: 10/19/2023

  Dear **************,
  

  We are sorry to hear that you are dissatisfied with our service. However, we would like to clarify that our claims staff, on multiple occasions, attempted to provide you with the procedure necessary to file a claim, which is also clearly described in the agreement you purchased.
  
  Rather than file a claim, you verbally requested to cancel your agreement. In response, on October 4, 2022, we emailed you the instructions to cancel the agreement along with a cancellation request form. Subsequently, on October 6, ***************************************************************** cancel the agreement. The mailing address we used matches the address submitted on the above referenced complaint.In addition, the email address you provided matches the email address you used to contact us. Since the addresses to which we sent our communications appear to be correct, we can only assume you received our communication and chose not to cancel your agreement. To date, we have not received a completed cancellation request form nor a claim report following the claim reporting terms of the contract.
  
  To assist you with your desire to cancel the contract, we can send you a link that will allow you to cancel the contract online. This online process is a recently developed process that was not available at the time you originally requested to cancel the contract. Please send an email requesting cancellation to ****************************************** from email address will be used to provide you with the online cancellation link. We hope this information helps clarify any misunderstandings and we remain committed to providing excellent customer service.
  
  Sincerely,
  

  ***************************
  MMP Claims Supervisor
  Mercury ***************** Company,Inc.
  

  Customer Answer

  Date: 10/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  That is a flat out Lie. They never sent me anything. I have been out of town for a good bit, that is why I am just now able to get back to this. 

  This Company is horrible! They refuse to cover any issues and then when i request a refund they refuse that as well. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/26/2023

  We are gathering **************** email responses to our previous communication in order to refute these allegations and will be able to provide them early next week

  Customer Answer

  Date: 10/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I have requested the refund for almost a year and they have still not sent it. They claim they have sent paperwork or called and have not. They flat out lie. 

   

  Just send me my refund in full.. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/08/2023

  Attached is our response letter as well as the documents we previously sent to ************** in 2022 and the email confirmation  showing they were received.

  Customer Answer

  Date: 11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They have not in any way tried to get in touch with me. No call no mail. I just want my refund. They are doing nothing but playing games. They have been doing this the entire time
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/09/2023

  We previously provided copies of all communications we had with **************. We have also offered to cancel his agreement. ************** needs to complete and sign our cancellation form to accomplish this. If he would like to cancel his agreement,he can email our ************************* at ************************************** and we will respond with a link to an online cancellation form.

  Customer Answer

  Date: 11/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have called and emailed them and filled out this cancelation form more then once.. and yet... still nothing. They flat out lie so they do not need to refund me in full. Horrible customer service and ***************** They can email me any time they would like. 
  
  Sincerely,
  
  ***********************