Ken Donaldson Insurance Agency

Got a flyer for property insurance so I called to get a quote. Spoke to Marco who said he’d send it right away… gave him a couple of days then called them again… again said they would send it right away… gave them a few more days… called AGAIN only to get the run around and put on hold for a long time. Called again finally got a hold of Marco and quote was double what was on flyer! Terrible service definitely not going with these ppl!

The manager Marco is the most incompetent man I have ever dealt with. Consistently careless. Stupid mistakes on the form. We were concerned we would never get proper coverage because of the amount of mistakes he makes. DO NOT USE THEM!!!

I have this auto insurance because rates are cheaper then other places. But if you care about customer service, stay clear of this location. On separate occasions I have dealt with Adrianna, who seems to need a refresher course on customer service. Its very difficult to get your questions answered without an attitude in her tone, also she says she will call you back, but she will never follow through. I also got «helped» by Marco, who also said he would get back to me with the info I requested, and no surprise that I never got a call back. In the end, I ended up going with geico for the coverage I needed.

I had a similar experience to the bad review below, wherein I scraped a parked car, responsibly left a note with my contact info — and then somehow that scratch turned months later into a 35% increase to my Mercury policy. Here’s the deal on why I am reviewing Ken Donaldson with such high marks in spite of this: They are implementing what Mercury is doing, not responsible for it (I think the review below confuses that). And when I was frustrated with the increase, an amazing woman named NELLIE helped me by giving me both contact info at Mercury to resolve my questions AND also kindly offered to help me find a different insurance carrier, if that was the route I wanted. She deserves a raise just for being so professional, and frankly, showing me kindness when I was having a bad moment and over-​reacting on the phone with her. I’ll stay with Ken Donaldson Insurance as a broker (even if I change insurance agencies), just for that kind of great customer service.

I am been with Mercury Insurance for my auto insurance since my son was a preteen and he is now a 33-​year old man now. I added renter’s insurance in 2008 and received a discount as well as another discount for being an alumni and a good driver. In all the time I have been with Mercury, I have NEVER had a claim. In February 2014 on a rainy night, I backed out of a Ralph’s parking space and bumped into a car (going less than 5 mph) that was for some inexplicable reason was just sitting behind my car. The damage to the car I hit was minimal and my car required a buffing to remove the other car’s paint. When I spoke to the insurance adjuster (from MY insurance company), they told me to go to a collision center on Robertson and Washington that told me my car had $ 500 worth of damage, even though my son BUFFED off the other car’s paint. When I next spoke to the adjuster, she informed me that my rates would be increased $ 125 – 175 with my next 6-​month renewal. She also informed me that the repair to the other car was $ 900+ combined with the $ 500 estimate I got from the place Mercury sent me to make the claim total be over $ 1000. This, despite the fact that I did not put in a claim for my car and Mercury DID NOT require the other driver to get a competitive price. So if the repair to the other car was $ 900 and I am NOT submitting a claim for my car, why is my rates increasing when the claim is UNDER $ 1000? I think I am being treated terribly by a company that I have been doing business with for well over 15 years. The last woman at Mercury I spoke to told me that when my policy is up in June, Mercury will help me find another insurance company. If this is the way Mercury treats its customers, especially long-​time customers, the company should reexamine customer relations. I am sorry to be leaving Mercury.