Luz Sassoon sent a message to Mr. Gabriel Tirador, President of Mercury General Corporation- email address that said:
Dear Mr. Gabriel Tirador,
I need your help, I am a good customer, not only have my home insurance with Mercury, but my cars.
About 17 months ago I had a water damaged in my kitchen, living room and house. Mercury insurance sent their plumbers and leak detectors to do the work. They repaired the water leak in the living room coming from the main line from the gas, however they failed to fix the pipes coming from the kitchen. I did not know that the kitchen pipe line was not fixed until September 5th , that my daughter noticed a spot in our living room before entering the kitchen., I immediately notified the insurance. The insurance sent an adjuster that come equipped with a recorder to take my statement as how I found out that there was a leakage, he asked the same questions ten different ways. He was not concerned about getting someone immediately to find out the problem. Before he left he told me that that was my problem and that I failed to notify them immediately. A day later he sent a leak detector and a plumber; both of them said that the problem was coming from my neighbor upstairs, but they did not do the proper investigation to conclude it. I called my neighbor upstairs and she said that without a report from a knowledgeable leak detector she wont do anything about it.
10 days passed and the adjuster never called me back or anything, he disappeared. I called his boss Joyce which was very unpleasant, she yelled and laughed historical and said that was my problem and ended the conversation abruptly. The. Next day after I spoke to the adjusters boss, he sent me a letter and said that the case was closed and that the leak was my fault and that it was coming from upstairs. I contacted different people and finally found out that the leak was coming from the kitchen under the slab pipes. After so many calls to the insurance call center they reopened the case. A new adjuster came with a new plumber and they both agreed that the problem was coming from under the kitchen slab from the hot water pipes mercury insurance failed to report 17 months prior . The new adjuster assured me that Mercury Insurance will pay for the damages caused.
Few days later he changed his mind and said that was my problem, because I knew it and I failed to reported; which isnt true. I have been treated very badly by everyone in the Santa Ana office and not one at Mercury insurance seems to care and help me. My house is a mess, I do not have hot water and they double my premium.
Thank you in advance.
Luz Sassoon
