Back in Dec. I wrote an Epinion regarding the poor customer service from Liberty Mutual and then again in Jan., followed up with an update. Many from the Epinion Community provided sound advice on how to handle this situation. One was to contact the State Insurance Commissioner and I did to no avail.

BRIEF DESCRIPTION OF WHAT HAPPEN
We had just had the car in for service in November, low profile tires removed and original manufactured tires put back on for winter use. One of the lug nuts were stripped in the process and my son was aloud to drive the car off the lot and was told they would call him when the lug comes in from the dealer and you can stop in and we will put it on for you.

On Dec. 9th the front passenger tire fell off for no reason while parking the car. No one was hurt, but it did a considerable amount of damage to the car. We called the service provider and explained the situation. I originally felt the tire fell off because the car was missing a lug nut, that was not the case. I will tell you the real reason it fell off later. After several days of discussion regarding this problem a claim# was mailed to us from Liberty Mutual.

Liberty Mutual did not contact us by phone, we made all initial contact by phone email or fax. We received a claim number on December 17th, I believe before Christmas a claims adjuster looked at the car. The Claim was approved on Jan. 3rd and then refused a week later. We were told the paper work was sent by mistake. We went back and forth, the left hand did not no what the right hand was doing. Very frustrating ordeal to say the least. We never did actually talk to our claims adjuster someone was always covering for her.

After the last refusal, I wrote an Epinion and was given sound advice from several people here at the Epinion Community and I followed it. Thank you for all your help. I contacted the State Insurance Commission and reported Liberty and they investigated the claim.

THE RESULTS OF THE INVESTIGATION
I was sent a letter of apology for the delay in contact from Liberty and that was all. They will stand on their decision to refuse the claim. They see no fault of the service provider and will not accept the claim.

After careful review of the approved claim, it stated re-inspection needed. I brought this to Liberty's attention and ask how can you make a decision when the re-inspection has not been completed and the real cause of the tire falling off has not been decided. "Because We can!" Ok. That chapter is closed.

We go back to the service provider, no help.

I have the car towed at my expense and have a re-inspection down. We find out the cause of the tire falling off.

THE ACTUAL CAUSE of the tire falling off was the service providers fault. The low profile tires required shims to balance the tires and they had not been removed. All the tires were ready to fall off. We were very lucky, no one was hurt.

Upon this revelation, I contacted the State Insurance Commission, Liberty Mutual and the Service Provider with the new information and asked what could be done. I wanted to reopen the claim. It had only been two months, the Impreza had been out of commission the whole time. What's a few more weeks right. Everyone just acted like I didn't know what I was talking about. Someone was going to pay to repair this car is what I was thinking.

The mechanic that had the Impreza, sent a copy of his findings to the service provider per my request. In hopes the service provider would contact Liberty and reopen the claim or request a new one. Liberty never returned my calls or responded to my letters or faxes at this point.

There was evidence that it was a mechanical error.
The shims were left on the car with manufactured tires and the tires could not be installed properly, which imposed a dangerous situation when driving this vehicle.
The service provider did eventually pick up the tab after 2 months of waiting and no vehicle.

The bottom line is Liberty Mutual was the commercial insurance company that covered this service provider and they did not do their job. Why pay for coverage if when in need they are not there.

If this was your child and he or she was in the same position as mine. How would you react. He is a full time college student and works full time and being taken for a ride. First most I am so thank full he was not injured and Liberty Mutual should be too. Because, they think I am a pest for sure with this situation. I would have buried them if anything would have happened to my son.

I know other people swear by Liberty Mutual, I wouldn't use them as my provider if they were the only agency on the planet. I would take my chances. I did pretty good handling the situation on my own.

They are not reliable, you must draw blood to get a human voice.

Liberty Mutual approved a claim and then said it was a mistake. Did not complete a full investigation or re-ispection of my vehicle or the claim. If they will do this to one person how many others out there have they done this too. Will you be next?

I was frustrated with the time it took to get to the bottom of this situation and almost said "just forget it, I will pay for the repairs myself." I am glad I stuck it out. I have no faith in Liberty Mutual. Beware, their Hyped by the media, but they are not the caring, honest insurance company they are made out to be.

I even received an email from an employee of Liberty Mutual who had noticed my messages, letters and faxes and did a little checking on my claim. this person apologized for the companies poor customer service, but also noted this happens a lot here. I was asked not to use the name or department, because this person would loose their job. this person is looking for work else where, due to the poor customer service standards. That in it's self was proof enough for me. I am not an isolated case.

When using the Web site I found that there is no customer complaint area. guess they don't want to hear about it. Yes I am still upset with Liberty.

Buyer beware are you spending your money wisely on an auto insurance policy.

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