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Business Profile

Auto Warranty Plans

Mercury Mechanical Protection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Warranty Plans.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/27/2025

    Type:Product Issues
    Status:
    Resolved
    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:
    Answered
    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,

    ***********************

Mercury Mechanical Protection is NOT a BBB Accredited Business.

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