This business is not BBB accredited.

Progressive Corporation

Find a Location

Phone: (800) 776-4737 View Additional Phone Numbers 6300 Wilson Mills Rd, Mayfield Vlg, OH 44143 View Additional Web Addresses


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers all types of automobile and motorcycle insurance.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Progressive Corporation include:

  • 8 complaint(s) filed against business that were not resolved

Factors that raised the rating for Progressive Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1379 complaint(s) filed against business


Customer Complaints Summary Read complaint details

1379 complaints closed with BBB in last 3 years | 526 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 39
Billing/Collection Issues 340
Delivery Issues 6
Guarantee/Warranty Issues 25
Problems with Product/Service 969
Total Closed Complaints 1379

Additional Complaint Information

The Mayfield Village, Ohio location is the national headquarters for the company which services consumers nationwide. Any matter of complaint received by a BBB across the country will be forwarded to the Cleveland BBB for resolution. This report reflects compiled complaint activity nationally.

Customer Reviews Summary Read customer reviews

47 Customer Reviews on Progressive Corporation
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 3
Negative Experience 40
Total Customer Reviews 47

Additional Information

BBB file opened: March 22, 1956 Business started: 01/01/1937 in OH
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Ohio Department of Insurance
50 W. Town Street; Third Floor - Suite 300, Columbus OH 43215
http://www.insurance.ohio.gov
Phone Number: 614-644-2658
Fax Number: 614-644-3743

Type of Entity

Corporation

Business Management
Ms. Tamara Nault-Ockunzzi, Consumer Relations Dept. Mr. Glenn Renwick, C.E.O. Ms. Michelle Ziska, Ohio Marketing
Contact Information
Customer Contact: Ms. Eileen Levy, Customer Response Coordinator
Principal: Ms. Tamara Nault-Ockunzzi, Consumer Relations Dept.
Business Category

Insurance Companies Insurance - Auto Insurance - Liability Insurance - Property

Alternate Business Names
Mountain Laurel Assurance - Direct Group Progressive American Insurance - Drive Group Progressive Autopro - Direct Group Progressive Bayside Insurance - Drive Group Progressive Casualty Insurance - Drive Group Progressive Choice Insurance - Direct Group Progressive Classic Insurance - Drive Group Progressive County Mutual Insurance - Drive Group Progressive Gulf Insurance - Drive Group Progressive Halcyon Insurance - Direct Group Progressive Hawaii Insurance - Drive Group Progressive Home Insurance - Direct Group Progressive Insurance Progressive Marathon Insurance - Direct Group Progressive Max Insurance - Direct Group Progressive Michigan Insurance - Drive Group Progressive Mountain Insurance - Drive Group Progressive Northeastern Insurance - Drive Group Progressive Northern Insurance - Drive Group Progressive Northwestern Insurance - Drive Group Progressive Paloverde Insurance - Direct Group Progressive Preferred Insurance - Drive Group Progressive Premier Insurance Company of Illinois Progressive Security Insurance - Drive Group Progressive Southeastern Insurance - Drive Group Progressive Specialty Insurance - Drive Group Progressive Universal Insurance - Direct Group Progressive West Insurance - Drive Group
Referral Assistance

The following Government Agency(s) or Association(s) may be able to provide you additional information:

Ohio Department of Insurance 50 W. Town Street; Third Floor - Suite 300, Columbus OH 43215 Phone Number: 614-644-2658 Fax Number: 614-644-3743 http://www.insurance.ohio.gov


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    134 Progressive Garden State Ins. Co. P.O.Box 3126

    Tampa, FL 33631

  • THIS LOCATION IS NOT BBB ACCREDITED

    2550 SOM Center Rd., Ste. 220

    Willoughby Hills, OH 44094 (800) 776-4737

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 N Commons Blvd

    Cleveland, OH 44143

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 N. Commons Blvd. Box OHW92

    Mayfield Village, OH 44143 (800) 776-4737

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 N. Commons Blvd. Box OHW92

    Mayfield Village, OH 44143

  • THIS LOCATION IS NOT BBB ACCREDITED

    555 Marriott Dr., Suite 500

    Nashville, TN 37214

  • THIS LOCATION IS NOT BBB ACCREDITED

    5595 Transportation Blvd. #201

    Garfield Hts., OH 44125 (800) 776-4737

  • THIS LOCATION IS NOT BBB ACCREDITED

    6055 Parkland Blvd.

    Mayfield Hts., OH 44124 (800) 776-4737

  • THIS LOCATION IS NOT BBB ACCREDITED

    6300 Wilson Mills

    Mayfield Villiage, OH 44143

  • THIS LOCATION IS NOT BBB ACCREDITED

    6300 Wilson Mills Rd

    Mayfield Vlg, OH 44143 (800) 776-4737

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 94656

    Cleveland, OH 44101 (800) 776-4737

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 94812

    Cleveland, OH 44104 (800) 776-4737

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O.Box 94625

    Cleveland, OH 44101 (800) 776-4737

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 6807

    Cleveland , OH 44101

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 94739

    Cleveland, OH 44101

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 94739

    Cleveland, OH 44101

  • THIS LOCATION IS NOT BBB ACCREDITED

    8007 Corporate Dr Ste L

    Nottingham, MD 21236

  • THIS LOCATION IS NOT BBB ACCREDITED

    8007 Corporate Dr

    Nottingham, MD 21236-4905

  • THIS LOCATION IS NOT BBB ACCREDITED

    841 Cromwell Park Dr

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    6934 Aviation Blvd Ste E

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Griffin Road, Suite C

    Portsmouth, NH 03801

  • THIS LOCATION IS NOT BBB ACCREDITED

    185 Plains Rd Ste 300E

    Milford, CT 06461

  • THIS LOCATION IS NOT BBB ACCREDITED

    185 Plains Rd Ste 300E

    Milford, CT 06461

  • THIS LOCATION IS NOT BBB ACCREDITED

    19-02 Whitestone Expressway

    Whitestone, NY 11357

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 189

    Whitestone, NY 11357

  • THIS LOCATION IS NOT BBB ACCREDITED

    207 East 94th Street Suite 4C

    New York, NY 10128

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 Veterans Hwy. Suite 100

    Hauppauge, NY 11788

  • THIS LOCATION IS NOT BBB ACCREDITED

    75-20 astor blvd.
    Suite 130

    East Elmhurst, NY 11370

  • THIS LOCATION IS NOT BBB ACCREDITED

    1401 Route 52
    Suite 200

    Fishkill, NY 12524

  • THIS LOCATION IS NOT BBB ACCREDITED

    6021 Wallace Rd Ext
    Ste 110

    Wexford, PA 15090

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 Horizon Center - Suite # 308

    Robbinsville, NJ 08691

  • THIS LOCATION IS NOT BBB ACCREDITED

    485 Route 1
    Ste. 470

    Iselin, NJ 08830

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O.Box 7637

    Princeton, NJ 07450

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 Horizon Center - Suite # 308

    Robbinsville, NJ 08691

  • THIS LOCATION IS NOT BBB ACCREDITED

    10300 Eaton Palce 260

    Fairfax, VA 22030

  • THIS LOCATION IS NOT BBB ACCREDITED

    10640 Main Street # 200

    Fairfax, VA 22030

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Choke Cherry Rd. Suite 103

    Rockville, MD 20850

  • THIS LOCATION IS NOT BBB ACCREDITED

    2001 N. Beauregard
    Suite 4

    Alexandria, VA 22311

  • THIS LOCATION IS NOT BBB ACCREDITED

    211 Gibson Street
    Suite 220

    Leesburg, VA 20176

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 Admiral Byrd Drive, Suite A

    Winchester, VA 22602

  • THIS LOCATION IS NOT BBB ACCREDITED

    2301 Research Blvd Suite 110

    Rockville, MD 20850

  • THIS LOCATION IS NOT BBB ACCREDITED

    2401 Research Road, #100

    ROCKVILLE, MD 20847

  • THIS LOCATION IS NOT BBB ACCREDITED

    3223 Duke Street Suite B

    Alexandria, VA 22314

  • THIS LOCATION IS NOT BBB ACCREDITED

    3975 Fair Ridge Drive, Suite 400

    Fairfax, VA 22033

  • THIS LOCATION IS NOT BBB ACCREDITED

    450 West Broad St 201

    Falls Church, VA 22046

  • THIS LOCATION IS NOT BBB ACCREDITED

    6980 Muirkirk Meadows Drive
    Suite A

    Beltsville, MD 20705

  • THIS LOCATION IS NOT BBB ACCREDITED

    7900 Hill Park Court

    Lorton, VA 22079

  • THIS LOCATION IS NOT BBB ACCREDITED

    9300 Livingston Road

    Fort Washington, MD 20744

  • THIS LOCATION IS NOT BBB ACCREDITED

    10300 Eaton Place #260

    Fairfax, VA 22030

  • THIS LOCATION IS NOT BBB ACCREDITED

    6791 Commercial Dr

    Springfield, VA 22151

  • THIS LOCATION IS NOT BBB ACCREDITED

    3004 Hamilton East

    Stroudsburg, PA 18360

  • THIS LOCATION IS NOT BBB ACCREDITED

    2200 Stafford Ave Suite 300

    Scranton, PA 18505

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 BERWYN PARK

    BERWYN, PA 19312

  • THIS LOCATION IS NOT BBB ACCREDITED

    5000 Tilghman Street
    Suite 300

    Allentown, PA 18104

  • THIS LOCATION IS NOT BBB ACCREDITED

    5165 Campus Drive

    Plymouth Meeting, PA 19462

  • THIS LOCATION IS NOT BBB ACCREDITED

    780 East Market Street

    West Chester, PA 19382

  • THIS LOCATION IS NOT BBB ACCREDITED

    930 Red Rose Court

    Lancaster, PA 17601

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 7247-0311

    Philadelphia, PA 19170

  • THIS LOCATION IS NOT BBB ACCREDITED

    46 W. Waterloo Rd.

    Akron, OH 44319

  • THIS LOCATION IS NOT BBB ACCREDITED

    1790 GRAYBILL RD STE 100

    UNIONTOWN , OH 44685

  • THIS LOCATION IS NOT BBB ACCREDITED

    1706 11th Street

    Portsmouth, OH 45662

  • THIS LOCATION IS NOT BBB ACCREDITED

    2041 Anderson Ferry Road

    Cincinnati, OH 45238

  • THIS LOCATION IS NOT BBB ACCREDITED

    2550 Center Rd.Suite 220

    Cincinnati, OH 45227

  • THIS LOCATION IS NOT BBB ACCREDITED

    2669 Kemper Rd

    Cincinnati, OH 45241

  • THIS LOCATION IS NOT BBB ACCREDITED

    2722 E Kemper Road

    Cincinnati, OH 45241

  • THIS LOCATION IS NOT BBB ACCREDITED

    4100 Executive Park Drive
    Suite 300

    Cincinnati, OH 45241

  • THIS LOCATION IS NOT BBB ACCREDITED

    4241 Olympic Blvd Ste 100

    Erlanger, KY 41018

  • THIS LOCATION IS NOT BBB ACCREDITED

    4241 Olympic Blvd.

    Erlanger, KY 41018

  • THIS LOCATION IS NOT BBB ACCREDITED

    431 Ohio Pike
    Suite 302

    Cincinnati, OH 45255

  • THIS LOCATION IS NOT BBB ACCREDITED

    4700 SMITH RD

    CINCINNATI, OH 45212

  • THIS LOCATION IS NOT BBB ACCREDITED

    4700 Smith Rd

    Cincinnati, OH 45212

  • THIS LOCATION IS NOT BBB ACCREDITED

    4700 Smith Road
    Suite F

    Norwood, OH 45212

  • THIS LOCATION IS NOT BBB ACCREDITED

    8234 S State Route 48

    Maineville, OH 45039

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Taylor Rd Ste 100

    Columbus, OH 43230

  • THIS LOCATION IS NOT BBB ACCREDITED

    Zanesville Claims Office
    1300 Brandywine Blvd

    Zanesville, OH 43701

  • THIS LOCATION IS NOT BBB ACCREDITED

    6450 Poe Ave Ste 500

    Dayton, OH 45414

  • THIS LOCATION IS NOT BBB ACCREDITED

    42850 Schoenherr

    Sterling Heights, MI 48313

  • THIS LOCATION IS NOT BBB ACCREDITED

    46333 Five Mile Road, Suite 100

    Plymouth, MI 48170

  • THIS LOCATION IS NOT BBB ACCREDITED

    7208 Grand River

    Brighton, MI 48116

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Tuscola Dr

    Saginaw, MI 48607

  • THIS LOCATION IS NOT BBB ACCREDITED

    10209 Joseph Campau St.

    Hamtramck, MI 48212

  • THIS LOCATION IS NOT BBB ACCREDITED

    12350 Belden

    Livonia, MI 48150

  • THIS LOCATION IS NOT BBB ACCREDITED

    38700 Van Dyke ; Ste#1100

    Sterling Heights, MI 48312

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Tuscola Dr

    Saginaw, MI 48607

  • THIS LOCATION IS NOT BBB ACCREDITED

    10209 Joseph Campau St.

    Hamtramck, MI 48212

  • THIS LOCATION IS NOT BBB ACCREDITED

    12350 Belden

    Livonia, MI 48150

  • THIS LOCATION IS NOT BBB ACCREDITED

    38700 Van Dyke ; Ste#1100

    Sterling Heights, MI 48312

  • THIS LOCATION IS NOT BBB ACCREDITED

    42850 Schoenherr

    Sterling Heights, MI 48313

  • THIS LOCATION IS NOT BBB ACCREDITED

    46333 Five Mile Road, Ste #100

    Plymouth, MI 48170

  • THIS LOCATION IS NOT BBB ACCREDITED

    7208 Grand River

    Brighton, MI 48116

  • THIS LOCATION IS NOT BBB ACCREDITED

    1300 Airport North Office Park

    Fort Wayne, IN 46825

  • THIS LOCATION IS NOT BBB ACCREDITED

    701 Columbia Ave

    Fort Wayne, IN 46805

  • THIS LOCATION IS NOT BBB ACCREDITED

    5311 Clyde Park Avenue

    Wyoming, MI 49509

  • THIS LOCATION IS NOT BBB ACCREDITED

    6475 Technology Ave Ste H

    Kalamazoo, MI 49009-7112

  • THIS LOCATION IS NOT BBB ACCREDITED

    5224 S. East Street

    Indianapolis, IN 46227

  • THIS LOCATION IS NOT BBB ACCREDITED

    5875 Castle Creek Pkwy N. Dr. #400

    Indianapolis, IN 46250

  • THIS LOCATION IS NOT BBB ACCREDITED

    440 Park Place
    North Park

    Lexington, KY 40511

  • THIS LOCATION IS NOT BBB ACCREDITED

    116 Shiloh Dr. Unit 1

    London, KY 40741

  • THIS LOCATION IS NOT BBB ACCREDITED

    1792 Alysheba Way

    Lexington, KY 40509

  • THIS LOCATION IS NOT BBB ACCREDITED

    103 Creekwood Drive Unit D

    Bowling Green, KY 42101

  • THIS LOCATION IS NOT BBB ACCREDITED

    13551 Triton Park Blvd.#1000

    Louisville, KY 40223

  • THIS LOCATION IS NOT BBB ACCREDITED

    514 South Main Street

    Hinesville, GA 31313

  • THIS LOCATION IS NOT BBB ACCREDITED

    5501 Abercorn Street

    Savannah, GA 31405

  • THIS LOCATION IS NOT BBB ACCREDITED

    1975 Lakeside Pkwy Ste 310

    Tucker, GA 30084

  • THIS LOCATION IS NOT BBB ACCREDITED

    210 Dekalb Industrial Way

    Decatur, GA 30030

  • THIS LOCATION IS NOT BBB ACCREDITED

    380 Interstate North Pkwy SE Ste 100

    Atlanta, GA 30339-2222

  • THIS LOCATION IS NOT BBB ACCREDITED

    4250 International Blvd., Suite A

    Norcross, GA 30093

  • THIS LOCATION IS NOT BBB ACCREDITED

    43 W Main St Ste A

    Dahlonega, GA 30533

  • THIS LOCATION IS NOT BBB ACCREDITED

    4300 Alexander Drive, STE 100

    Alpharetta, GA 30022

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 740043

    Atlanta, GA 30374

  • THIS LOCATION IS NOT BBB ACCREDITED

    380 Interstate North Pkwy SE Ste 100

    Atlanta, GA 30339-2222

  • THIS LOCATION IS NOT BBB ACCREDITED

    1116 I 65, Commerce Dr.

    Mobile, AL 36606

  • THIS LOCATION IS NOT BBB ACCREDITED

    1116 I-65 Commerce Dr

    Mobile, AL 36606

  • THIS LOCATION IS NOT BBB ACCREDITED

    3700 Arco Corporate Dr Ste 400

    Charlotte, NC 28273

  • THIS LOCATION IS NOT BBB ACCREDITED

    7301 Carmel Executive Park Dr Ste 320

    Charlotte, NC 28226-4201

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 Tutor Lane Ste. 104

    Evansville, IN 47714

  • THIS LOCATION IS NOT BBB ACCREDITED

    1401 Dean Ave SE Ste A

    Rome, GA 30161

  • THIS LOCATION IS NOT BBB ACCREDITED

    1581 E Walnut Ave

    Dalton, GA 30721

  • THIS LOCATION IS NOT BBB ACCREDITED

    7290 Northlake Drive Suite 501

    Columbus, GA 31909

  • THIS LOCATION IS NOT BBB ACCREDITED

    1226 Greenwood Dr

    Burlington, NC 27217

  • THIS LOCATION IS NOT BBB ACCREDITED

    1111 N. Northshore, #200

    Knoxville, TN 37919

  • THIS LOCATION IS NOT BBB ACCREDITED

    5901 Shelby Oaks Dr

    Memphis, TN 38120

  • THIS LOCATION IS NOT BBB ACCREDITED

    1116 I 65, Commerce Dr.

    Mobile, AL 36606

  • THIS LOCATION IS NOT BBB ACCREDITED

    1116 I-65 Commerce Dr

    Mobile, AL 36606

  • THIS LOCATION IS NOT BBB ACCREDITED

    354 Johnstown Rd.

    Chesapeake, VA 23320

  • THIS LOCATION IS NOT BBB ACCREDITED

    621 Lynnhaven Pkwy

    Virginia Beach, VA 23452

  • THIS LOCATION IS NOT BBB ACCREDITED

    2070 W Arlington Blvd Ste a

    Greenville, NC 27834

  • THIS LOCATION IS NOT BBB ACCREDITED

    7201 Creedmoor Rd Ste 150

    Raleigh, NC 27613

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Drawer 31

    Chapel Hill, NC 27514

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 85509

    Richmond, VA 23285

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 Boulders Parkway

    Richmond, VA 23225

  • THIS LOCATION IS NOT BBB ACCREDITED

    630 PETTER JEFFERSON PARKWAY # 290

    CHARLOTTESVILLE,, VA 22963

  • THIS LOCATION IS NOT BBB ACCREDITED

    2800 Electric Rd. Bldg. C Suite #10

    Roanoke, VA 24018

  • THIS LOCATION IS NOT BBB ACCREDITED

    5221 Valley Park Dr. Suite #1

    Roanoke, VA 24019

  • THIS LOCATION IS NOT BBB ACCREDITED

    1410 NW 78th Ave.

    Miami, FL 33126

  • THIS LOCATION IS NOT BBB ACCREDITED

    1450 Centrepark Blvd
    Suite 150

    West Palm Beach, FL 33401

  • THIS LOCATION IS NOT BBB ACCREDITED

    155 Port St. Lucie Blvd.

    Port St. Lucie, FL 34984

  • THIS LOCATION IS NOT BBB ACCREDITED

    1615 South Congress Avenue Suite 101

    Delray Beach, FL 33445

  • THIS LOCATION IS NOT BBB ACCREDITED

    205 US 27 South

    Sebring, FL 33870

  • THIS LOCATION IS NOT BBB ACCREDITED

    23123 S. State Rd. 7, Suite 300

    Boca Raton, FL 33431

  • THIS LOCATION IS NOT BBB ACCREDITED

    3600 W. Commercial Blvd., Ste. 100

    Fort Lauderdale, FL 33309

  • THIS LOCATION IS NOT BBB ACCREDITED

    3710 W. Commerical Blvd.

    Tamarac, FL 33309

  • THIS LOCATION IS NOT BBB ACCREDITED

    8200 NW 33rd St., #100

    Miami, FL 33172

  • THIS LOCATION IS NOT BBB ACCREDITED

    514 South Stratford Road, Suite 418

    Winston Salem, NC 27103

  • THIS LOCATION IS NOT BBB ACCREDITED

    2926 Falkenburg Rd S

    Riverview, FL 33578-2554

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    4030 Crescent Park Dr Bldg B

    Riverview, FL 33569-3569

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    4119 Foxworth Rd

    Riverview, FL 33578-3610

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    5035 E Busch Blvd

    Tampa, FL 33617-5310

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    5911 Benjamin Center Dr

    Tampa, FL 33634-5239

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    PO Box 30108

    Tampa, FL 33630-3108

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 30247

    Tampa, FL 33630-3247

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 30759

    Tampa, FL 33630-3759

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    PO Box 31260

    Tampa, FL 33631-3260

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    PO Box 31264

    Tampa, FL 33633-0001

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    PO Box 31613

    Tampa, FL 33631-3613

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 31686

    Tampa, FL 33631-3686

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    18501 Maple Creek Dr

    Tinley Park, IL 60477-5122

  • THIS LOCATION IS NOT BBB ACCREDITED

    Debt 0586

    Carol Stream, IL 60132-0001

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    Debt 0586

    Carol Stream, IL 60132-0001

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    Dept 0594

    Carol Stream, IL 60132-0594

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    3475 cicero ave

    Cicero, IL 60804-4508

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    One Harbison Way, Ste 115

    Columbia, SC 29212

  • THIS LOCATION IS NOT BBB ACCREDITED

    10719 Justin Drive

    Urbandale, IA 50322

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    3636 Westown Pkwy Ste 104

    West Des Moines, IA 50266

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    PO Box 520107

    Independence, MO 64052

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    12980 Foster St Ste 100

    Overland Park, KS 66213

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    5401 Corporate Woods Dr

    Pensacola, FL 32504

  • THIS LOCATION IS NOT BBB ACCREDITED

    2401 State Ave # 150

    Panama City, FL 32405-4356

  • THIS LOCATION IS NOT BBB ACCREDITED

    2024 Corporate Centre Dr STE 201

    Myrtle Beach, SC 29577

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    175 N. Corporate Dr., #160

    Brookfield, WI 53045

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    2427 N Hillcrest Pkwy

    Altoona, WI 54720

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    2700 Snelling Ave N Number 200

    Saint Paul, MN 55113

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    2848 2nd St S STE 165

    Saint Cloud, MN 56301

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    3425 40th Avenue NW Suite 120

    Rochester, MN 55901

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    4815 Burning Tree Rd #100

    Duluth, MN 55811

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    5720 Smetana Rd

    Minnetonka, MN 55343

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    8 Pine Tree Dr Ste 200

    Saint Paul, MN 55112

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    10828 Old Mill Rd

    Omaha, NE 68154

  • THIS LOCATION IS NOT BBB ACCREDITED

    111 W Washington St Ste 400

    East Peoria, IL 61611

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    1030 West Canton Ave., Suite 110

    Winter Park, FL 32789

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    280 W. Canton Ave. Suite 240

    Winter Park, FL 32789

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    Central Florida Locations

    Orlando, FL 32801

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    13284 Corporate Exchange Dr

    Bridgeton, MO 63044

  • THIS LOCATION IS NOT BBB ACCREDITED

    2814 N Center St

    Maryville, IL 62062

  • THIS LOCATION IS NOT BBB ACCREDITED

    3065 Williams St

    Cape Girardeau, MO 63703

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    3870 S Lindbergh Blvd Ste 100

    Saint Louis, MO 63127

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    4 City Place Dr Suite 200

    Saint Louis, MO 63141

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    4 City Place, Suite 200

    Saint Louis, MO 63141

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    445 Salem Pl

    Fairview Heights, IL 62208

  • THIS LOCATION IS NOT BBB ACCREDITED

    521 East Vienna Street

    Anna, IL 62906

  • THIS LOCATION IS NOT BBB ACCREDITED

    7 Emerald Terr.

    Belleville, IL 62226

  • THIS LOCATION IS NOT BBB ACCREDITED

    817 E Highway 53

    Poplar Bluff, MO 63901

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    P.O. Box 10085

    Saint Louis, MO 63105

  • THIS LOCATION IS NOT BBB ACCREDITED

    3920 Arkwright Rd. Ste. 175

    Macon, GA 31210

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 7346

    Macon, GA 31209

  • THIS LOCATION IS NOT BBB ACCREDITED

    1949 E Sunshine St

    Springfield, MO 65804

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    3330 S National Ave Ste 100

    Springfield, MO 65807

  • THIS LOCATION IS NOT BBB ACCREDITED

    12710 Voyager Pkwy

    Colorado Springs, CO 80921-3747

  • THIS LOCATION IS NOT BBB ACCREDITED

    6739 Academy Rd NE

    Albuquerque, NM 87109

  • THIS LOCATION IS NOT BBB ACCREDITED

    6739 Academy Rd NE

    Albuquerque, NM 87109

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    1520 Wyoming Blvd NE Ste C

    Albuquerque, NM 87112

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    1520 Wyoming Blvd NE Ste C

    Albuquerque, NM 87112

  • THIS LOCATION IS NOT BBB ACCREDITED

    1619 S. Kentucky Ste. D-1330

    Amarillo, TX 79102

  • THIS LOCATION IS NOT BBB ACCREDITED

    1501 East Mockingbird Lane Suite 401

    Victoria, TX 77904

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    900 W Loop 250 North, Ste A

    Midland, TX 79705

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    1100 Loop 410 NE

    San Antonio, TX 78217

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    4318 Woodcock #217

    San Antonio, TX 78228

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    4538 Ctrview Dr #250

    San Antonio, TX 78228

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    1124 S IH 35

    Austin, TX 78704

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X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/13/2016 Billing/Collection Issues
2/13/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/11/2016 Problems with Product/Service
2/11/2016 Problems with Product/Service
2/11/2016 Problems with Product/Service
2/11/2016 Problems with Product/Service
2/10/2016 Billing/Collection Issues
2/10/2016 Delivery Issues
2/10/2016 Billing/Collection Issues
2/9/2016 Problems with Product/Service
2/9/2016 Advertising/Sales Issues
2/9/2016 Billing/Collection Issues
2/8/2016 Problems with Product/Service
2/4/2016 Billing/Collection Issues
2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/2/2016 Problems with Product/Service
2/2/2016 Billing/Collection Issues
2/2/2016 Billing/Collection Issues
1/30/2016 Problems with Product/Service
1/29/2016 Problems with Product/Service
1/29/2016 Problems with Product/Service
1/28/2016 Problems with Product/Service
1/28/2016 Problems with Product/Service
1/27/2016 Billing/Collection Issues
1/27/2016 Problems with Product/Service
1/27/2016 Problems with Product/Service
1/27/2016 Problems with Product/Service
1/27/2016 Problems with Product/Service
1/27/2016 Problems with Product/Service
1/23/2016 Billing/Collection Issues
1/23/2016 Problems with Product/Service
1/23/2016 Problems with Product/Service
1/23/2016 Problems with Product/Service
1/20/2016 Problems with Product/Service
1/20/2016 Problems with Product/Service | Complaint Details Unavailable
1/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been insured with Progressive for about twenty. My level of membership should be the highest level, or Crown membership. I've been with Progressive for over twenty years. Progressive claims I had a laps in membership for about three months. The three months Progressive is claiming was a result of Progressive's failure to forward my billing to the correct location. As a result I was told I had no coverage. Progressive's failure is causing me to not have a top membership level.

Desired Settlement: Restore me from the Emerald membership to the Crown level membership.

Business Response:
December 23, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** ******* 

Re: File Number: ********  
Customer Name: ******* ******  
Policy Number: ********  
Policy Type: Personal Auto 
NAIC Number: *********  
Company Name: Progressive Direct Insurance Company 


*** *******,

I’m writing in reply to your letter dated December 14, 2015. I appreciate the opportunity to address *** ******’s concerns with our Loyalty Program. 

We determine a customer’s Loyalty level by the number of years they have maintained continuous coverage with us, with no more than a 30-day lapse. *** ****** is currently at the Emerald level based on an inception date of June 9, 2003. 

In reviewing *** ******’s policy history, his earliest policy effective date was April 8, 1997. He experienced a lapse in coverage from March 13, 2003, until June 9, 2003. Because of this, he would not meet the criteria for Crown level of 20 or more years continuous coverage, with no more than a 30-day lapse. 

We value *** ****** as a long-time customer, and although I’m unable to apply the Crown level membership as requested, at Emerald level he has earned all of the benefits afforded to a Crown level customer, with the exception of Renewal Guarantee. I don’t however foresee any issues based on his current history that would prevent us from offering him a renewal going forward. 

I’m sorry for any frustration caused. If you have questions, please call me at 
1-440-********* 

Sincerely, 

Anna O****

Anna O****
Consumer Relations Specialist

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

From: ******* ******* *** ********************
Date: Thu, Dec 31, 2015 at 11:18 AM
Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #********.
To: ***** ******* *************************

My original complaint clearly states:

"I've been insured with Progressive for about twenty years. My level of membership should be the highest level, or Crown membership. I've been with Progressive for over twenty years. Progressive claims I had a laps in membership for about three months. The three months Progressive is claiming was a result of Progressive's failure to forward my billing to the correct location. As a result I was told I had no coverage. Progressive's failure is causing me to not have a top membership level."


Progressive failed to answer the allegations in my letter leaving certain allegations admitted. My complaint alleges:

"Progressive claims I had a laps in membership for about three months. The three months Progressive is claiming was a result of Progressive's failure to forward my billing to the correct location. As a result I was told I had no coverage. Progressive's failure is causing me to not have a top membership level."

The complaint clearly states the three months laps was "Progressive's failure to forward my billing to the correct location". Progressive never denied this allegation.

>>>>>>>>>>>>>>>>>>>>>
Progressive responded:

"In reviewing *** ******’s policy history, his earliest policy effective date was April 8, 1997. He experienced a lapse in coverage from March 13, 2003, until June 9, 2003." 
>>>>>>>>>>>>>>>>>>>>>

Furthermore, my initial policy with progressive was around 1993-1994. I purchased a **** ******** **** new and was insured by Progressive, and has been insured ever since. Obviously, Progressive's records review missed this data, and would have giving me more the twenty years.

Finally, Progressive's 30 day policy was not in force when I originally became Progressive insured, therefore I should not be bound by policy changes, unless Progressive can show, clearly, that I was notified of the policy changes by documentation sent to me which allows me to refute the changes. And, the 30 days Progressive is stating never originally stated that there can be no laps in coverage, as I have read Progressives original promotional material.


******* ******* *** 

Business Response:
January 19, 2016


Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** ******* 

Re: File Number: ********  
Customer Name: ******* ******  
Policy Number: ********  
Policy Type: Personal Auto 
NAIC Number: *********  
Company Name: Progressive Direct Insurance Company 


*** ********

I’m writing in reply to your follow up letter dated January 4, 2016. 

After further review with our Legal Department, we will honor *** ******’s request to change his Loyalty Rewards level to Crown. We’ve updated his policy to reflect this, as shown on the enclosed ID cards. 

If I can be of further assistance, please call me at 1-440-********* 

Sincerely, 

Anna O****

Anna O****
Consumer Relations Specialist


Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

Regards,

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


1/19/2016 Problems with Product/Service
1/19/2016 Problems with Product/Service
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I moved to ******* and tried to update my car insurance online at Progressive.com, I was told that a change in state had to be done over the phone. The Progressive agent I spoke with updated my information and premiums and issued new documents showing coverage in **. I was given new contact information for a local Progressive agent. I had some other life events and began to reach out to the agent I was assigned to inquire about adding home owner's insurance. I called multiple times, left at least 4 messages over a 30 day period and tried to visit the office ( *** ****** ****** **,*******, ** *****) on 2 separate occasions but it was never open. As a result I round up selecting another homeowner's insurance that required I bundle car insurance. I called Progressive to cancel my policy because once again the assigned agent failed to return my call. The agent said she understood and apologized for the assigned agent's lack of professionalism. She also stated that I would be getting a refund of premiums paid. The next day I get an email from Progressive saying that I owe $16.27. I called Progressive to see what happened and they said there was an agent fee for early cancellation. The total fee for the agent was over $50 and the premium refund was not enough to cover the fee. The refund had been applied to the fee and now there was a remaining balance. I have never heard of an early cancellation fee for switching auto insurance. I asked for a copy of any notice that was provided to me stating that I would have to pay a fee, or any fine print that I had signed. Progressive says they have no such documentation. The assigned agent has failed to return any of the 3 addition voicemails I have left since Christmas, nor has the office been open when I tried to go in person. If they had documentation showing where I agreed to such a fee, I would pay it and chalk it up to my failure to read. However, I do not believe that I was notified in advance nor did I agree to an early cancellation fee. I feel it is unfair to force me to pay an agent related fee when it was Progressive that forced me into a relationship with that agent. Again, I tried to complete the change online and I was given a choice of who would be my local agent.

Desired Settlement: Please remove the "agent cancellation" fee and return the prorated premiums due to me.

Business Response:
January 15, 2016


Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: **** ****
Policy Number: *********
Policy Type: Personal Auto 
NAIC Number: *********
Company Name: Progressive County Mutual Insurance Company


*** *******,

I’m writing in reply to your letter dated January 8, 2016. I’m sorry to learn of *** ****’s poor customer experience with us when she moved from ************ to *****. 

I’ve reviewed *** ****’s ***** insurance policy and have included a copy of the Coverage Summary Page we sent to her outlining her coverages and fees. In the state of *****, we charge a $50 Policy Fee on all of our policies. These fees are to cover the cost of setting up a policy at new business and it is typically spread amongst all remaining payments. While we know *** **** was not a new customer to us, her business in ***** is consider new. 

Moving can be a very stressful life changing event and as an insurance company, we strive to make this process as seamless as possible for our customers. Our internal processes are in place to make sure auto coverages needs are met and any other insurance needs. Local agents are available to provide that personal service.    

As a courtesy to *** **** and her long standing commitment to us, I’ve waived the $16.27 on her policy and have submitted appropriate feedback to this local agency. 

If you have questions, please call me at 1-440-********.  

Sincerely,

Rose V*******
Rose V*******
Consumer Relations Specialist

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

Regards,

**** ****


1/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I HAD AN ACCOUNT WITH PROGRESSIVE FOR ABOUT THREE YEARS. I NOTICED ONE MONTH THAT MY BILL WAS SIGNIFICANTLY REDUCED. I CALLED IN AND WAS TOLD I HAD BEEN ISSUED A CREDIT THATS WHY MY BILL WAS SO LOW. THE NEXT MONTH MY BILL WAS DOUBLED. I CALLED IN AND WAS TOLD THEY APPLIED THE CREDIT TO MY ACCOUNT FOR THE NEXT MONTH. I WASNT INFORMED OF THIS PRIOR TO THEM CHARGING ME THE CREDITED AMOUNT. I WASNT INFORMED PRIOR TO THEM ISSUING THE CREDIT TO BEGIN WITH. I DIDNT ASK FOR A CREDIT OF ANY SORT.

Desired Settlement: I WOULD LIKE THIS CHARGE REMOVED FROM MY RECORD SO THAT IT WILL STOP AFFECTING MY CREDIT

Business Response: December 21, 2015

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

Attn: ***** *******

Re: File Number: ******** 

Customer Name: ********* * ***** **** 

Policy Number: ********* 

Policy Type: Personal Auto 

NAIC Number: *********

Company Name: Progressive Direct Insurance Company

*** *******,

I’m responding to your letter dated December 16, 2015. Thank you for the 

opportunity to clarify the situation.

*** ****’s most recent policy period was from December 11, 2014 to June 11, 2014. 

I have enclosed a copy of her entire accounting history. Please review this time 

period on the documents enclosed. 

Multiple times during this period *** **** had issues with late payments and 

payments that were not honored by her bank. We did issue a credit to the policy for 

a rate change in May of 2015 when she changed the policy address. This credit    

(-$54.61) updated her final installment bill for the policy from $403.13 to $348.50. 

A corrected invoice was issued on May 6, 2015 for the amount. *** **** made a 

payment via credit card on May 14, 2015 for $39.64 and we issued a credit of -$15

(courtesy waive of a $10 late fee and $5 installment fee) which reduced the final 

payment balance to $318.86.

The balance due of $318.86 was to pay for coverage provided until the policy 

expiration date of June 11, 2015. A final invoice was sent on July 1, 2015, 

requesting payment. Because we didn’t receive payment, the balance was turned 

over to our collection vendor.

If *** **** obtained other insurance coverage prior to June 11, 2015, and she 

provides documentation of the coverage, we will revise our policy cancellation date 

and credit the remaining balance accordingly. She can fax the information directly 

to me at 1-************, please be sure to note her policy number on the 

documents.

We respectfully deny her request to remove the balance due as it is valid. If she’d 

like to make payment arrangements with our collection vendor, they would be 

happy to speak with her to make arrangements. She can contact Credit Collections 

Services at 1-************.

I’m sorry for any inconvenience this has caused *** ****. If you have any questions, 

please call me at 1-************.

Sincerely,

Nancy A******

Nancy A******

Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




 

1/15/2016 Problems with Product/Service
1/14/2016 Problems with Product/Service | Complaint Details Unavailable
1/13/2016 Problems with Product/Service | Complaint Details Unavailable
1/13/2016 Problems with Product/Service
1/12/2016 Billing/Collection Issues
1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was involved in a motorcycle accident, I was hit by a car. I almost died but thank God I am only crippled for the rest of my life. I have $25000 UM with Progressive and thy refuse to pay. I have 10 people that state that is was not my fault including the driver of the car and 2 police officers. But progressive is using the only statement from 1 person who thinks that it was my fault.

Desired Settlement: I pay extra for the UM and have never used it. Now that I need it they wont pay. Progressive did not do a throe investigation, if they did they would have paid out by now. My medical bills are well over $500,000 right now and climbing. I demand that they pay the max that I am covered for $25,000.

Business Response:

December 17, 2015
Better Business Bureau
2800 Euclid Avenue - 4th floor
Cleveland, OH 44115

Attn: ***** *******
Re: File Number: ********
Customer Name: ***** ******
Claim Number: **********
Policy Number: **********
Policy Type: Motorcycle
NAIC Number: *********
Company Name: Progressive Premier Insurance Company ** ********

*** *******,

I'm writing in reply to your letter dated December 12, 2015. I'm sorry for any
inconvenience and appreciate the opportunity to clarify the situation.

Our liability investigation determined *** ****** was at least 51percent at fault for
the loss, thus barring him from recovery under the Uninsured Motorist (UM) of his
policy. *** ****** lost contol of his 2003 Harley Davidson and struck a stationary
vehicle. We obtained a statement from *** ******’s passenger, ***** *******, who
confirmed he was travelling too fast for conditions and lost control of the
motorcycle. It’s our understanding that the carrier for the other party paid
*** ****** based upon a business decision and not because of the results of their
liability decision. Furthermore ****, who has a UM policy that covers *** ******,
also found him at least 51 percent at fault.

On January 27, 2014, Claims Representative James L**** advised *** ******’s first
attorney of our liability decision. We received a demand from *** ******’s attorney
in January 2015. We responded to this demand on January 28, 2015, again
advising of our liability decision and requesting they provide any additional
information that might alter the results of our investigation.
In August 2015, we received a demand from *** ******’s second attorney. We
responded to this demand on September 30, 2015, again advising of the results of
our liability investigation and again requesting any additional information that
would alter the results of our investigation.

In October 2015, we received an additional letter from *** ******’s guest
passenger, *** *******, in which she noted that *** ****** has on multiple
occasions asked her to change her statement regarding the facts of loss. After
reviewing the details of this letter, our liability decision remained unchanged. We
relayed this to *** ****** and his attorney. We advised again that they could
present any other information that might alter the liability investigation.
The facts of loss remain as initially reported. *** ****** lost control of his
motorcycle and struck a stationary vehicle. The carrier for the other vehicle made a
business decision to pay *** ****** their minimum policy limits and ****, the
second level of UM available, agrees with our liability decision. I’m sorry for his
frustration, but to date, we haven’t received any additional information that would
alter our liability decision.

If you have any questions, please call me at 1-************.

Sincerely,

Sam ** H*****
Sam ** H*****
Claims Supervisor

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ******




 

Business Response:

January 11, 2016

Better Business Bureau
2800 Euclid Avenue - 4th floor
Cleveland, OH 44115

Attn: ***** *******
Re: File Number: ********
Customer Name: ***** ******
Claim Number: **********
Policy Number: **********
Policy Type: Motorcycle
NAIC Number: *********
Company Name: Progressive Premier Insurance Company ** ********

*** *******,

I'm writing in reply to your letter dated January 7, 2016.

After my telephone conversation with *** ****** on December 14, 2015, I
requested any additional information he had because he advised that he possessed
additional documentation that might alter our liability decision.

We received the documentation via US Mail on December 21, 2015.
I reviewed the additional information provided and determined that there’s nothing
to support a change in our liability decision. I mailed a letter to *** ****** on
December 24, 2015, advising that we reviewed his additional information and we’re
unable to alter our liability decision at this point (copy enclosed).

We remain willing to review any information that *** ****** provides to help us with our investigation, but we can’t alter our liability decision unless warranted.

If you have any questions, please call me at 1-************.
Sincerely,
Sam ** H*****
Sam ** H*****
Claims Supervisor

1/12/2016 Problems with Product/Service
1/11/2016 Guarantee/Warranty Issues
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1/11/2016 Problems with Product/Service
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1/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a policy online, which cost was based on the information provided. After filling out the required information, a cost showed up and the moment I made payment with my credit card, the price suddenly increased. I let that go because it was just a $15 difference. Then later when the policy effective date started, they sent me a letter claiming that my policy premium has changed due to multiple policy holder. I called them and clearly told them that I never included anyone in my policy, where did the multiple come from. I have that letter with me. When they couldn't find any justification, then they changed the claim to defensive driver skills, and that I should pay an extra amount of $100. Initially it was a $95. They've been calling my phone even when I am in my job, in my sleep. They are really threatening my peace. This is what they do to their customers. They always find a way of exploiting customers unethically. Then when you call them, they will threaten to destroy your credit. They even said that they don't care, and that nobody asked us to come to this country. I was not really expecting such attitude from a company like this. I am tired of their threat letters and calls. Thanks, ****** *******

Desired Settlement: I have paid for my policy online and have nothing more to pay anyone. Let them stop bordering me. Let them stop their unethical business practices.

Business Response:

December 7, 2015 

Attn: ***** ******* 
Better Business Bureau
2800 Euclid Avenue, 4th floor
Cleveland, OH 44115 

Re:
File Number: ********
Customer Name: ****** ****** 
Policy Number: ********* 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Direct Insurance Company 

*** *******, 

I'm writing in reply to your email dated December 3, 2015. 

*** ****** quoted and purchased his policy online at a six month rate of $1,105. He paid the policy in full at time of purchase. When he purchased the policy, he indicated that he had completed a Defensive Driving course and that he had another policy with us, which gave him the discounts for Defensive Driving and Multi-Policy. 

On October 28, 2015, we sent notification to *** ****** that we removed the Multi-Policy Discount because we could not locate another policy for him. This resulted in an increase of $95 to his rate. 
We sent *** ****** a checklist advising him that we needed verification of his Defensive Driving course. On November 2, 2015, we sent him another memo requesting this verification. We didn't receive it and removed the discount on November 20, 2015. This resulted in an increase of $100 to his rate. 

I do not find any notifications that we sent *** ****** regarding a multi policy holder. Copies of the documents are attached. Also, I've listened to *** ******'s call to us on November 3, 2015. Our representative was very patient and courteous during this difficult call and she did not make any disparaging remarks to *** ******. Please let me know if you would like a copy of the call. 

Based on the information that *** ****** supplied in his application and not sending the requested verification, his policy is being rated correctly.  I'm sorry for any confusion.

Please call me with any questions at 1-440-*********

Sincerely,

Sharon ** S****
Consumer Relations Specialist

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

According to the information I supplied during my application, I never indicated a multi-policy information and I never indicated that I completed an advanced defensive driver training as claimed by them. What I included was in response to a completion of a "defensive driver refresher course within the past 3 years."  I even explained to them that I recently had my driver defensive refresher training from the ******** ***** organization. My employee number is *****.  I really do not understand why in the first place they claimed to change my policy for a multi-policy that was not justifiable. Let them please explain to you what particular information in my application that specifies multi-policy holding. May be they don't understand the meaning of the prefix "multi." It's a pity or they are just finding ways to exploit immigrants?  Within the same month, they effect another change in respect of an 'advanced defensive driver training.' Are these people really educated? What do they mean by "advanced?"  Did I sign for anything like that, they must be stupid. How on earth someone bought a product or service on line and the total cost was based upon information supplied at that moment, and no statement indicated that within such and such period if you don't provide us with such and such document, then we will effect 3 changes on your policy on the first month. Then after paying for a six months policy in full, how can a late payment of $10.00 be charged against such a customer? They might be drunk and stupid. This is the way business companies like Progressive destroy people's credit or image in this country. This act is even worst than a terrorist act. The reason I said this is that, progressive has being a caused to millions of deaths in this United States. That is, exploiting customers to a degree that they cannot afford money to buy food because of their exorbitant hidden claims on their policies.

I will mail or email a copy of the information I supplied in my application. They never provided such an information to you for reference. I am even ready to go on television and on radio, social media to prove my case. I am as well ready to take a legal action against the company in order to interpret business ethics to them.

I thank and appreciate your effort.

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




 

Business Response: January 4, 2016

Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn:  ***** *******

Re: File Number: ********
Customer Name: ****** ******
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Direct Insurance Company

*** *******,

I'm writing in reply to your email dated December 28, 2015.

*** ****** quoted and purchased his policy online. At that time he indicated that he'd taken a Defensive Driver Refresher course within the past three years. He also indicated that he had another policy with us. A copy of his Application is enclosed showing the Multi-Policy and Defensive Driver Discounts. These discounts are also reflected on his Coverage Summary. 

We sent *** ****** a Checklist requesting a copy of his Defensive Driver Course completion certificate. We also sent an additional request for the certificate with a due date of 
October 26, 2015.  

We were unable to locate another policy for *** ****** and we sent him a memo advising that we'd removed the discount. We issued a revised Coverage Summary. We also removed the Defensive Driver Discount because we didn't receive the certificate. We issued a memo and revised Coverage Summary advising *** ****** of this change. 

He can still provide the requested information. He can fax them to 1-877-******** or mail them to P.O. Box 6807, Cleveland, OH 44101-1807. He should reference his policy number on all correspondence that he provides. I'm sorry for any misunderstanding or inconvenience to *** ******.

Please call me with any questions at 1-440-********.

Sincerely,

Sharon ** S****
Sharon *. S****
Consumer Relations Specialist

1/6/2016 Billing/Collection Issues
1/6/2016 Problems with Product/Service | Complaint Details Unavailable
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12/30/2015 Problems with Product/Service
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Additional Notes

Complaint: On July 22, 2015, in ********* **, a driver, who has Progressive Insurance, pulled out in front of my truck and totaled it. Three police officers were on scene and the driver was ticketed for being 100% percent at fault. Progressive states that I am 30% at fault. The woman from Progressive state her report is better than the 3 officers at the scene, and even though the drive was given a ticket stating 100% at fault, she doesn't have to abide by the official ticket or police report. This woman has managed to drag this case out for four months now. I cannot believe that Progressive would stoop so low. Her option has cost me almost $5000 in rental cars. I would buy insurance with this company due to their bad business practices. It is obvious they are out there just to buckle and dime people. They are willing to say anything not to pay when they know it is their responsibility.

Desired Settlement: Progressive needs to accept responsibility for their drive and just settle the claim.

Consumer Response:

Progressive Claim Number: *********

There were 3 police officers on site. One officer had to come over by me because the driver was yelling and screaming about everything.

Business Response: December 9, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
File Name: ******** ********  
Claim Number: ********** 
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Northern Insurance Company    


*** *******,

I'm writing in reply to your email dated November 23, 2015.

*** ******** reported the loss on July 22, 2015. She was driving a **** **** ***** eastbound on *** **** ******* in ********** ******. Our customer, ******** ****, was driving a **** ***** ** and was exiting a shopping center at **** *** **** ******* with the intent on making a right turn to travel eastbound on *** **** *******. *** ******** was established in the right turn only lane and signaled to turn right into the private drive at **** *** **** *******. *** **** observed *** ********’s right indicator light and proceeded to turn right (eastbound) onto *** **** *******. *** ******** proceeded straight and impacted the left side of *** ****’s **** *****. She indicated that she intended to make a right turn onto ***** ***** ***** at the next intersection.  

We determined that *** **** was the proximate cause of the accident for failure to maintain a proper lookout. We placed 30 percent shared responsibility on *** ******** for failure to obey clearly marked travel lanes. Our investigation included statements from both drivers, a review of the accident scene, and a review of the police report. We are still in the process of resolving *** ********’s property damage and bodily injury claims. I'm sorry for any inconvenience she's experienced.
     

Please call me with any questions at 1-************.

Sincerely,

Jason R*******

Jason R*******
** Claims Manager

12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought an old car to sell the car within a month. So I registered and put liability only insurance with Progressive on this 1996 car. I had insurance for 2-3 weeks until I sold the car so I called progressive to cancel the policy because it's no longer needed. I work with insurance in GA, so I'm aware of GA requirements.. progressive told me that I had to pay a $30 cancellation fee. No one told me that If I cancel I had to pay a cancellation fee. I spoke with one of the call center supervisor, and he once again told me that Progressive has a policy taken from the state of GA guidelines. However, no other company that operates in GA charges $30 fee for cancelation. It's absurd! It's not like I cancelled insurance because I did not want to pay it, I sold the car after 2 weeks of coverage.

Desired Settlement: I'm not going to pay the fee!

Business Response: response attached

12/25/2015 Problems with Product/Service
12/25/2015 Problems with Product/Service
12/25/2015 Billing/Collection Issues
12/25/2015 Billing/Collection Issues
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12/23/2015 Problems with Product/Service
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12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Progressive County Mutual Ins Co doesn't want to pay Diminished Value that my vehicle has suffered as a result of there insured’s negligence. Causing $4,959.04 in damaged

Desired Settlement: please forward me your draft in the amount of $3,000.00, made payable to ******** ***** * **** ******* ****. • Approximate value of vehicle immediately prior to occurrence: $21,500.00 • Total Diminished Value of your vehicle Market Quotes---$3,000.00. I want $3000.00 since Diminished Value Report state that my vehicle loss $3000.00

Business Response:

November 25, 2015


Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** ******* 

Re: File Number: ********
File Name: ******** *****
Claim Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive County Mutual Insurance Company


*** *******,

I’m writing in reply to your letter dated November 21, 2015.

We’ve reviewed *** *****’s Diminishment of Value (DOV) claim for his 
**** ********* ****** in the amount of $3,000. This amount is approximately
14 percent of the value of the vehicle and 63 percent of the total cost of repairs of $4,766.87. 

The repairs to *** *****’s car were completed at a certified repair facility of his choosing. They were repairs commonly accepted in the automotive industry for this accident, and to our knowledge, the vehicle was repaired to its pre-loss condition. If it was not, we are discussing a quality of repair issue.  

Based on our experience with claims and an understanding that the repairs appear to be quality repairs, with the vehicle placed back to its pre-loss condition, we can’t quantify a loss in value for *** *****’s vehicle. 

On November 3, 2015, in an effort to resolve this claim, we extended an offer to *** ***** for $750 which he rejected. On November 19, 2015, we’ve extended an offer to *** ***** for $1,000. We’ll continue to follow up with him on his DOV claim.


I appreciate the opportunity to clarify the situation and I’m sorry for any inconvenience this claim has caused *** *****. 

If you have any questions, please call me at 1-************.

Sincerely,

Alex S******* 

Alex S******* 
Claims Manager 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hi this letter is in regards to the response I receive on November 25, 2015. About the offer I was presented with on November 03, 2015 for the amount of $750.00 which I refused. After I take $325.00 out of my pocket to hire *** ***** **** ********* ******** to come out and do a diminished value appraisal which I think Progressive County Mutual Insurance Company should have done. After submitting a diminished value report I was offer $1000.00 which is $250.00 added to the first offer of $750.00 to make the offer look better after I spent $325.00 out of pocket $750.00+$250.00-$325.00=$675.00 which is worse than the first offer. The diminished value appraisal that clearly states my vehicle loss $3000.00 market value so why would I accept $1000.00 I want what my vehicle loss due to insured’s negligence.

Approximate value of vehicle immediately prior to occurrence: $21'500.00
14% percent of the value of the vehicle $3,010.00
63%percent of the value of the vehicle $13,545.00

We not discussing a quality of repair issue we discussing Diminished Value. My vehicle has suffered as a result of your insured’s negligence. Had my vehicle not been damaged, its value would have depreciated normally.  The damages have created a stigma of defect surrounding my vehicle and reduced its resale value.

The following well established precedents are applicable to my case:

A buyer will have no way of knowing the answers to concerns such as how much metal fatigue occurred from the accident, whether or not the car will “crumple” in the same manner as designed in a future accident, whether any new paint is as durable as the original over time, whether or not electronics are more likely to fail in the future from the jar of the impact, and whether there are now warranty concerns which a virgin car would not have.

I am requesting that your office forward your settlement funds in the amount $3,000.00, made payable to ******** ***** how much Diminished Value to compensate me for my loss. 

      I am reasonable and want nothing more than to avoid a financial loss.  I expect my claim will be easy to resolve and look forward to a prompt resolution. Thank you for accommodating my request and for resolving this matter. If there will be any delay in the processing of my settlement, please contact me immediately at ******************* or ************. 


Respectfully;


******** ****** ***
Enclosures:





 

Business Response:
December 17, 2015

Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** ******* 

Re: File Number: ********
File Name: ******** *****
Claim Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive County Mutual Insurance Company

*** *******,

I’m writing in reply to your letter dated December 14, 2015. I appreciate the opportunity to clarify this situation.

I’ve contacted *** ***** on December 14, 2015, regarding his Diminishment of Value (DOV) claim for his **** ********* ******. We discussed his case in detail to include his supporting documents and our review of his claim for DOV. *** *****’s follow-up letter reduced our offer to settle by his out of pocket appraisal costs. Before *** ***** incurred the expense, we advised him that it would not be reimbursable. Unfortunately, we will not be able to consider payment for this expense under our customer’s policy.  

I’ve continued to make an effort to resolve the claim with *** ***** and on December 14, 2015, we extended a compromise offer to *** ***** for $1,250 for full and final settlement of the DOV claim. *** ***** advised that he would think about our offer and call us back with his decision. 

We feel this is a fair offer based on our experience with claims and an understanding of this DOV process. I’m sorry for any inconvenience this claim has caused *** *****. 

If you have any questions, please call me at 1-************.

Sincerely,

Johanna J**** 
Johanna J**** 
Claims Supervisor 

12/18/2015 Problems with Product/Service
12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with progressive auto insurance for over 10 years, I recently added a car to our policy and my husband's license has been suspended twice with a letter notifying us more then 2 days later because they told the state the insurance was denied because they put in the wrong vin number. Now my husband can't drive until they reinstate it. Progressive said there's nothing they can do. How can they screw up to the point that someone could get arrested and not even know why! How is this not there problem? Car was not insured but they had no problem charging me for it. Are they going to pay to reinstate? Are they going to refund the money they were charging me for insurance?

Desired Settlement: They need to take responsibility for their mistakes

Business Response: Please see our attached response along with supporting documentation.

12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Progressive has called me three times in the last five business days, and each time i've answered, there's been no one on the line to speak with. When I have returned the calls, the agents either transfer me several times, or just hang up on me.

Desired Settlement: 1) Please advise as to the nature of your call. 2) Do not call me unless there is a person to speak with on your end. Any further calls of a harassing nature will be blocked, and reported as harassment. 3) Stop transferring people more than 3 times, and don't hang up on customers!

Business Response:
November 19, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ****** *****
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Select Insurance Company

*** ********

I’m writing in reply to your letter dated November 14, 2015.

I understand *** *****’s frustration and concern regarding the calls he has received. I would be happy to look into this further, but I will need additional information. In order to research this I will need the number *** ***** received the calls at, and the exact date and approximate time of the calls. 

If you have any questions, please call me at 1-************.

Sincerely, 

Janeen H******

Janeen H******
Consumer Relations Specialist


Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is, however, a step in the right direction. The Progressive agent is welcome to reach out to me, via email, directly (not through any third party system, direct email only!) and i'll gladly provide the requested information.


Regards,

****** *****




 

Business Response:
November 24, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ****** *****
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Select Insurance Company


*** *******,

I’m writing in reply to your follow up letter dated November 20, 2015.

*** ***** indicates that he does not want to work through a third party, but wants to email us directly. He can email any information to us directly at *****************************.

If you have any questions, please call me at 1-************.

Sincerely, 

Janeen H******

Janeen H******
Consumer Relations Specialist

12/16/2015 Problems with Product/Service
12/16/2015 Problems with Product/Service
12/16/2015 Problems with Product/Service
12/15/2015 Problems with Product/Service | Complaint Details Unavailable
12/12/2015 Billing/Collection Issues
12/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False quoting practices online. Went to progressive.com to get auto quote. We have one car my bother and I share. Quote was $422.00 for 6 months. We were curious as to what it would be with an additional car so we added additional car. When we removed additional car with all things exactly the same the quote on the first car was now $520.00. Called support and they were rude and would do nothing and provided no explanation.

Desired Settlement: Honor your quote.

Business Response: Response attached

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Absolutely not true.  The other driver was included in the first quote.

Regards,

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




 

12/11/2015 Billing/Collection Issues | Complaint Details Unavailable
12/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined Progressive Insurance back in August of 2015. After the discounts were issued I agreed to pay $476.00 per month. I also set up an online account to review policy info when needed. The first payment of $476 was deducted on 09/30/2015 directly from my checking account. I also received correspondence in the mail where my signature was required for auto pay, snapshot etc. All the documents were mailed back. Meanwhile I checked my Bank Account on 11/2/2015 and noticed the payment wasn’t processed so I spoke with Harry B. through Progressive online chat service to find out why; reference #*******. Harry basically stated since the EFT wasn’t received they removed the discount. Harry confirmed that once I completed the EFT my rates would go back to the $476 as quoted. Although I mailed it in weeks prior I faxed the form that day. On 11/3/2015 I checked online and seen the form was received but my rates were not fully adjusted due to a fulfillment form that needed to be signed. I spoke with Racquel online reference #******* which she stated the time frame expired and the discount couldn’t be added. I did inform her the new amount was over my budget but she couldn’t do anything about it. From there I reached out to Customer Service and spoke with Amanda. She asked me when I created the Online Account which I told her sometime in September; she then asked me if I used desktop, tablet or mobile device. I told her it was set up on my Ipad. She then stated because I used the Ipad I was granted minimal access to the site therefore I probably didn’t see the fulfillment E form that should've been signed but now it's too late; the 45 days has expired. I disagreed with that and spoke with a Manager by the name of Debra who basically reiterated same info and said she couldn’t add on the discount and she was firm. I explained this was over my budget on what I could afford. I joined with Progressive in August because they were within my expense of $476 a month which is still expensive but I agreed to the rate. While I understand Progressive provides a service their service doesn’t live to its integrity as advertised. I feel like they are taking advantage of charging more for a minor reason. If I got into an accident I could understand policy increase but not signing the policy form as an error is a bit extreme. I feel like if the forms are that important and doesn’t validate the policy then they should not have taken the payment.

Desired Settlement: At this time I am asking for the discounts to be applied back on my policy that reflects the $476 monthly agreement as I was originally quoted or lower. If this is an inconvenience over a document then I wish to be fully refunded for the start up payment and Installment and I can switch to a different Insurance company. Per the convo with Amanda my policy isn’t even valid because the form hasn’t been signed.

Business Response:

November 12, 2015 

Better Business Bureau 
2800 Euclid Avenue, 4th Floor 
Cleveland, OH 44115-2408 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: **** ***** 
Policy Number: ********* 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Universal Insurance Company 


*** *******, 

I’m writing in reply to your letter dated November 4, 2015. I appreciate the 
opportunity to clarify the situation. 

*** ***** purchased her policy with us on August 25, 2015. At that time, she 
elected to have her payments withdrawn via Electronic Funds Transfer (EFT) each 
month and to complete her application signature process electronically online, both 
of which resulted in a discount to her rate. 

When a customer chooses to electronically sign their policy, the option is 
systematically available online for the first 45 days only. If the electronic signature 
is not completed within the 45 days, we remove the discount from the policy and 
the option is no longer available. 

We did not receive a signed application from *** ***** online or by mail; however, 
the E-sign Discount would only apply if the application signature process were 
completed online. 

On October 8, 2015, when *** ***** had not completed the electronic signature, or 
returned the signed EFT Authorization Form, we removed the E-sign and EFT 
Discounts from the policy. We notified *** ***** of the Declarations Pages 
available for viewing online showing the changes and sent her a letter by U.S. Mail 
advising of the discount removal. 

On October 15, 2015, we notified *** ***** of her next payment due on 
October 31, 2015, for the increased amount of $636.47. 

There was no attempt by *** ***** to contact us regarding her policy until 
November 2, 2015. 

We received *** *****’s EFT Authorization Form by fax on November 3, 2015, and 
added the EFT Discount back to the policy effective that date. 

As we are now outside of the 45-day window for electronic signature availability 
and sent several email reminders to *** ***** of the need to complete the online 
signature process, we respectfully decline to honor the E-sign Discount. 

I’m sorry for the frustration this has caused *** *****. If you have questions, 
please call me at 1-************. 

Sincerely, 

Anna O**** 

Anna O**** 
Consumer Relations Specialist 


Enclosures 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10930908, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

I am unable to afford the new rate Progressive has assigned. The representative specifically told me since I set the online account up on the iPad the notification wouldn't have come up to view the document. Meanwhile If I am unable to get the original quote of $476 a month (right now they have a balance of $636) I will have to cancel the policy & go elsewhere. In the event this does happen I wish to be fully refunded I'm already paying double the price for Car Insurance. 



Best Regards,

**** *****




 

Business Response:

6300 Wilson Mills Road N71C 
Mayfield Village, OH 44143 
Fax: 1-888-569-8942 
complaintfile@progressive.com 


November 24, 2015 


Better Business Bureau 
2800 Euclid Avenue, 4th Floor 
Cleveland, OH 44115-2408 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: **** ***** 
Policy Number: ********* 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Universal Insurance Company 


*** *******, 

I’m writing in reply to your follow up letter dated November 18, 2015. 

Our records show that we sent multiple emails to *** *****, in addition to the 
notification sent to her by U.S. Mail regarding the discount removal. 

At no time did *** ***** advise us that she was having difficulty accessing her 
policy online, or receiving our emails. She did not contact us regarding her policy 
until almost one month after we had already removed the E-sign Discount. 

*** *****’s policy has since canceled for nonpayment as of November 16, 2015. 

If I can be of further assistance, please call me at 1-************. 

Sincerely, 

Anna O**** 

Anna O**** 
Consumer Relations Specialist 

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Additional Notes

Complaint: Switched to Progressive for both my home and two vehicles. I received the snapshot device for one vehicle, my wifes. I was told that there is up to a 30% discount based on three evaluated factors. The first factor is miles driven after midnight, the second is total miles driven and the third is hard braking. On the first factor, driving after midnight my wife has no miles, on the second factor total miles driven, she drives appx. 200 miles per month, on the third factor hard braking they stated that she had 68 occasions where she was braking hard, thus the discount can only be 2% out of the possible 30%. I had informed them that the snapshot device went off when ever she was stopped at a stop sign..no response that made any sense....

Desired Settlement: Have the company quit their con of the snapshot device and give the earned credit for using this device..

Business Response: 6300 Wilson Mills Road N71C 
Mayfield Village, OH 44143 
Fax: 1-888-******** 
complaintfile@progressive.com 


November 4, 2015 


Better Business Bureau 
2800 Euclid Avenue, 4th Floor 
Cleveland, OH 44115-2408 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: ****** ******** 
Policy Number: ********* 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Direct Insurance Company 


*** *******, 

I’m writing in reply to your letter dated October 29, 2015. I appreciate the 
opportunity to address *** ********’ concerns with our Snapshot ® program. 

Snapshot considers the total mileage, time of day the vehicle is driven and total 
hard braking events. The Snapshot device will beep when a decrease in speed of 
7 mph/second occurs. This feedback can help our customers identify situations that 
are likely to require hard braking and avoid them. We encourage safe driving at all 
times but realize that hard braking may sometimes be necessary due to 
circumstances beyond the customer’s control. 

*** ******** mentioned that the Snapshot device beeped regularly when his wife 
was stopped at a stop sign. There may be a delay of several seconds after a hard 
brake occurs before the audible tone sounds. It’s likely that the beep signaled a 
hard braking event that occurred as she was approaching the stop sign. 

For the **** ********* *****r listed on *** ********’ policy, Snapshot recorded 
68 hard brake events in 604 trips over 1,501 miles driven from June 4, 2015, 
through October 23, 2015. Based on the data collected, we applied a 2 percent 
Snapshot discount to his renewal policy period beginning November 21, 2015. 

Some of our customers elect to try the program a second time for better results, 
and this option is available to *** ******** and his wife as well. 

I’m sorry for the frustration this caused *** ********. If you have any questions, 
please call me at 1-440-********. 

Sincerely, 

Karen B******* 

Karen B******* 
Snapshot Process Consultant 


Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was with my wife on several occasions when the beeping from the snap shot device occurred.  As a police officer I can confirm it was in no way hard braking of any sort, nor was there any weather conditions that would make this occur.  Further as this was only one third of the graded criteria I am amazed that this would be considered a 98% reduction in what they started was a possible 30% discount...I am truly amazed at this as my wife is a 58 yoa female with a perfect driving record.  Since I put this complaint up I have received comments from several others who have the same complaint.  I am saddened that a company would use this as a sales pitch and then be so totally false in their statements,  I for one am willing to inform others and cancel my policy.  

Regards,

*** ********




 

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Additional Notes

Complaint: Within a year of owning my car and having Progressive, my car was totaled due to flooding. During the investigation, since it was not a cut and dry matter, I was accused of fraud and verbally abused by one of their claims reps by the name of Rob H*****. He is a perfect example of how to lose customers. Worst customer service ever. I was so appalled, I did not even really know how to reply to his accusations at the time and stayed fairly quiet. After the fault was determined and was found to not be my fault at all (which took over a month), Progressive used a strange algorithm to determine the value of the car at time of loss. This also included using cost comparisons of unlike cars, not even the same model. I was so ready to move on, I did not pay close attention to the amount paid assuming Progressive was looking out for me, their customer. Not true. I am now left with a $1600+ bill on a complete loss. When asked to do another review, I was told no because "the claim had been paid and accepted. Sorry."

Desired Settlement: I would like the file reviewed for the valuation of the car.

Business Response:
Consumer Relations Department 
6300 Wilson Mills Road, N71C 
Mayfield Village, OH 44143 

Fax: 1-888-569-8942 
complaintfile@progressive.com 




November 23, 2015 


Better Business Bureau 
2800 Euclid Avenue - 4th floor 
Cleveland, OH 44115 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: ****** ******* 
Claim Number: ********** 
Policy Number: ********* 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Premier Insurance Company of Illinois 


*** *******, 

I'm writing in reply to your letter dated November 19, 2015. 

Due to the presented circumstances, our Special Investigations Unit investigated 
this claim. I'm sorry for any inconvenience *** ******* experienced and for any 
unacceptable interactions. 

Since *** ******* has an Actual Cash Value (ACV) policy, we presented an offer to 
him for the ACV of his **** ****** *****. I’m sorry if he feels we used a strange 
algorithm, but we based the value of his vehicle on a market search of vehicles with 
similar miles and options for sale in the Atlanta area. *** ******* accepted the offer 
and signed the applicable paperwork to resolve his claim. On October 12, 2015, we 
issued payment to the lienholder, ****** ***** ********** ***********. I’ve 
enclosed copies of the cashed draft, Coverage Summary, and policy for your 
review. 

If you have any questions, please call me at 1-************. 

Sincerely, 

Robert G***** 

Robert G***** 
Claims Manager 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

When I hire a company to work for me, I expect them to look out for me, their customer. In their reply, it is clear that that is not the case. I do not work in the insurance field, I am relying on them to treat me, their customer, fairly. I accepted their offer based on this. Guess I was expected to hire a lawyer to make sure they were doing their job. It is a shame they take advantage of their customers who are not well versed in their field of business. It is easy to see why there are so many complaints and bad reviews for Progressive on here. 

Unacceptable. 

Regards,

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




 

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Additional Notes

Complaint: A member of our family was injured in an accident caused by a client of Progressive Auto Insurance. Progressive did not respond on the medical claim for 18 days after the auto accident. Progressive has now offered a settlement on the property liability that is substantially less than the cost to replace our vehicle. We just want to go back to the same state as one day before the accident. Progressive is not spending the time or effort to provide a fair settlement.

Desired Settlement: I would like to replace our vehicle with a similar vehicle in miles, body shape, cleanliness, and especially mechanical condition. I would prefer our old car fixed, but that is not possible as it is totaled. I would like the medical claim to be enough to cover our medical expenses, pain, and suffering for our injured family member.

Business Response:

November 16, 2015

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

Attn: A**** *******

 

Re: File Number: ********

File Name: ***** ******

Customer Name: ****** ************ ******

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Direct Insurance Company

 

 

*** *******,

 

I am writing in reply to your inquiry dated, November 4, 2015. Thank you for the opportunity to provide additional information regarding this situation.

 

The complaint arises from an accident that occurred on October 16, 2015, which involved *** ******’s 17 year old daughter, ***** ******, and our customer,

Jacob Parham. We spoke to *** ****** on October 17, 2015, and secured his permission to speak directly to *** ****** to secure a recorded interview.

 

On October 19, 2015, we secured *** ******’s statement and confirmed she wasn’t injured in the accident.

 

On October 27, 2015, we informed *** ****** his **** **** ******** was a total loss and offered him $3,201 to settle his claim. He advised he would like to do some research of his own and would get back to us. It wasn’t until

November 3, 2015, we were aware that *** ****** was injured in the accident, as this is when we received an email that was sent by *** ****** on

November 1, 2015. His email was inquiring about *****’s injury claim and he further advised he wasn’t happy with the total loss offer. We responded to

*** ****** that same day and discussed his daughter’s injury. An offer of $1,000 plus medical bills incurred was made in an effort to settle the claim. *** ****** advised he wanted to discuss the settlement with his wife and would get back to us.

 

On November 5, 2015, we called *** ****** and he advised us he was considering hiring an attorney as he wasn’t happy with the total loss or injury offer. We further attempted to discuss settlements for both claims, but *** ****** stated he wanted to talk to an attorney, thus the discussion ended. Later that same day, we contacted *** ****** in attempts to resolve his claim.

 

On November 6, 2015, *** ****** agreed to settlement for *****’s injury, but he wanted to wait until a settlement was reached on the property damage total loss before signing any releases.

 

On November 11, 2015, *** ****** accepted a revised total loss offer of $3,879.52 for his **** **** ******** and an injury settlement of $3,000 plus medical bills incurred for his daughter *****.

 

On November 12, 2015, *** ****** came into the *********** **** Claims office and signed documents in exchange for both settlement payments.

 

I’m sorry for the inconvenience this has caused *** ******. I If you have any questions, please call me at 1-************.

 

 

Sincerely,

 

Julie C*******

 

Julie C*******

Claims Manager

 

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Additional Notes

Complaint: I hit a deer and I am trying to get my car repaired by a service center in ******** ** and keep getting the run around about my air conditioning. I advised the Progressive agent that my AC stopped working at the beginning of the claim service. The agent was helpful but had to keep referring to the manager for guidance when I would ask difficult questions. She assured me they would have the AC checked out. She called me a couple days later with news of what additional issues were found and what they were going to replace. Nothing about the AC until I mentioned it and again, she again assured me it would be looked at. After another phone call or 2 of this I was able to get assurance that the AC was charged and pressure tested on the day I was to pick up my car. I guess I missed the last call where the agent called and stated that the AC was now blowing warm again. So I show up not knowing the condition of my AC was the exact same condition as it was when I dropped it off. When she tells me that my compressor is bad and that is why it isn't blowing cold I asked when will it then be repaired. Her response was that it is not a related issue to the accident and that it would not be repaired. My AC was working perfectly before my accident and I demand to have it repaired as a result. In addition, I had an issue with a sputtering muffler from the front of the car after this accident. Her first call about this issue was to tell me it was a loose panel and that fluttering was caused by the wind when drove the car. Impossible since the car was sitting still when noise was present and verified by another claims agent who took possession of my car when I dropped it off. The second conversation about the fluttering was in the initial phone call that my car was ready. She stated that she spoke to the manager and that he was willing to fix the issue for $635(ish) and that he would split the cost with me since the issue is a common issue with the type of vehicle I have. The second

Desired Settlement: I want my muffler and my AC repaired to the state the vehicle was in before I had the accident as they promised.

Business Response:

November 23, 2015
Better Business Bureau
2800 Euclid Avenue - 4th floor
Cleveland, OH 44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ******* ********
Claim Number: **********
Policy Number: ********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Mountain Insurance Company

*** *******,

I'm writing in reply to your letter dated November 17, 2015.
*** ******** brought his **** ****** ****** to one of our service centers for repairs to the
front end after a deer collision. When he dropped off his vehicle he mentioned the issue with
the unknown noise and that the air conditioning wasn’t blowing cold air.

The repair facility that looked into both of these issues didn’t find any impact or damage to
any part of his air condition system. However, they did note that the Freon in his vehicle
was low. As a courtesy to *** *******, we paid to have the system recharged. In the
process of recharging the system, the shop noted that his compressor was failing. A failing
compressor is a common wear and tear item on vehicles with mileage like his (123,882) and
in his case not related to the deer collision damages. *** ********’s policy doesn’t cover
wear and tear or mechanical failure.

The repair facility diagnosed the noise that *** ******** brought to our attention. They
determined his vehicle has an exhaust manifold leak. Again, there’s no impact or damage to
this part of his vehicle. As a courtesy to *** *******, we agreed to pay for half of the
damages to repair this part. We issued a $323.28 check in an attempt to resolve this issue.

I'm sorry for *** ******** frustration. We reached out to him on November 17, 2015, to
explain his options, which includes him taking the vehicle to a mechanic of his choice for a
second opinion if he doesn’t agree with our assessment.

If you have any questions, please call me at 1-************.
Sincerely,
Chris G*****
Chris G*****
Claims Manager

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Additional Notes

Complaint: Insurance adjustor Jack ** H********* working for Progressive Direct Insurance is acting in bad faith in an auto claim. On 10/17/15 I was involved in a collision accident in the state of **********, of which I am a resident. On the date of loss, I owed $19,916.99 on my vehicle. I have collision coverage with a $2,500 deductible and loan payoff protection with $0 deductible at 25% of the ACV with Progressive. 10/17/15: Jack H********* working for Progressive contacted me and requested emailed pictures of my damaged vehicle. 10/21/15: After the pictures I was curious enough to send, Jack H********* claims against my objection that my car is not totaled. Jack says over the phone that a repair shop (that he chose) would fix my vehicle to its previous condition. I would owe my deductible of $2,500. Car is towed to shop. 10/23/15: I make a car loan payment of $711.31 to bring my total owed to the leinholder to $19,205.68 and wait for my vehicle to be returned. 10/28/15: I was contacted by Jack H********* and told that my car was a total loss. He sent paperwork for me to sign. 10/29/15: Received documents. Progressive valued my car at $18,118.85 added tax/fees, subtracted the deductible and came up with a payoff amount to my leinholder of $17,174.61. Leaving my family to pay $2,742.38 for a totaled car that I had loan payoff protection on. 10/30/15: After consulting my policy documents and Progressive' s offer, I called Progressive to reject their offer. I was told that they "forgot" to open a loan payoff claim and that they would contact me with the results that afternoon. The agent I spoke with tried to tell me that my deductible would apply to the loan payoff, this is false. They did not call me back until... 11/04/15: I was offered $1798.14 of loan payoff by Mr. H*********. I rejected this offer because it did not pay off the amount owed on the vehicle on 10/17/15. The offer made no sense as 25% of the cars ACV is $4,529.56 before tax, and as such should be sufficient to payoff the loan. I was told by Jack H********* that I needed to pay a bit of the deductible, and my claim for $19,916.99 is denied. I have read my policy documents thoroughly and I believe Jack H********* is falsely undervaluing my claim and stalling. I will accept $19,916.99 for my car, that is what was owed on the loan on the date of loss. 18,118.85 Progressive ACV + 1,503.86 tax at 8.3% (my educated guess at the tax rate, I acknowledge it could be wrong.) = 19,622.71 Total - 2,500 Collision Deductible = 17,122.71 Total collision payment (Progressive amount 17,174.61, seems to be calculated at just under 8.6% tax) 18,118.85 (ACV, tax does not even matter) x .25 = 4,529.56 Loan payoff amount 17,122.71 + 4,529.56 = 21,652.27 21,652.27 - 19,916.99 Loan balance on day of loss = 19,916.99 Progressive payout on car loan

Desired Settlement: I want Progressive to pay $19,916.99 toward my totaled car like our contract says. This has been a real emotional pain with all of the lies and bad faith, an effort toward good faith is now mandatory, I want something for all the time I have wasted on this. I am also waiting with anticipation for my twice promised reimbursement of $193 for towing.

Business Response:

6300 Wilson Mills Road N71C 
Mayfield Village, OH 44143 
Fax: 1-888-569-8942 
complaintfile@progressive.com 


November 19, 2015 


Better Business Bureau 
2800 Euclid Avenue, 4th Floor 
Cleveland, OH 44115-2408 
***** ***** ******* 

Re: File Number: ******** 
Customer Name: ***** ****** 
Claim Number: ********** 
Policy Number: ******** 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Direct Insurance Company 


*** *******, 

I’m writing in reply to your letter dated November 6, 2015. I appreciate the 
opportunity to clarify the situation. 

On October 17, 2015, *** ******* reported a loss that occurred that same day. We 
took a statement from him regarding the facts of loss and arranged to review the 
damages to his 2013 Chevrolet ****. At that time, we understood *** *******'s 
vehicle to be repairable. 

On October 22, 2015, we inspected *** *******'s vehicle and determined that the 
vehicle estimate for repairs exceeded the value of the vehicle. We then obtained a 
valuation on the 2013 Chevrolet ****. 

On October 24, 2015, we left a message for *** ******* requesting a call back. 

On October 27, 2015, we left another message for *** ******* to call us back. 

On October 28, 2015, we spoke to *** ******* and presented a total loss offer of 
$17,174.61 to resolve his damages, which he accepted. We immediately sent him 
the documents needed to resolve the claim with his lienholder, Wells Fargo, and 
DMV forms required for change of ownership. We did make an error at that time by 
not recognizing and adding in *** *******'s Loan/Lease Payoff (NPO) coverage. 


On October 30, 2015, *** ******* contacted us and made us aware that we 
overlooked the NPO coverage on his policy. We immediately opened the feature and 
contacted *** *******'s finance company to obtain an updated payoff for his 
vehicle. We were provided with a 10-day payoff quote of $19,916.99. 

The additional payment owed under *** *******’s NPO coverage is $1,798.14. 
The payment owed under his Collision coverage is $17,174.61. The total offer for 
both coverages combined is $18,972.75. I’ve enclosed a screen print of the 
NPO coverage calculator used for the determination of these amounts. 

We explained to *** ******* that his $2500 deductible would still apply for this 
loss, which he disagreed with. His NPO coverage does not include a separate 
deductible, but his Collision coverage is subject to a $2,500 deductible. Outlined 
below is *** *******'s insuring agreement for his NPO coverage: 

INSURING AGREEMENT-LOAN/LEASE PAYOFF COVERAGE 

IF YOU PAY THE PREMIUM FOR THIS COVERAGE, AND THE COVERED AUTO FOR 
WHICH THIS COVERAGE WAS PURCHASED IS DEEMED BY US TO BE A TOTAL 
LOSS, WE WILL PAY IN ADDITION TO ANY AMOUNTS OTHERWISE PAYABLE UNDER 
THIS PART IV, THE DIFFERENCE BETWEEN: 

1. THE ACTUAL CASH VALUE OF THE COVERED AUTO AT THE TIME OF THE 
LOSS; AND 
2. ANY GREATER AMOUNT THE OWNER OF THE COVERED AUTO IS LEGALLY 
OBLIGATED TO PAY UNDER A WRITTEN LOAN OR LEASE AGREEMENT TO 
WHICH THE COVERED AUTO IS SUBJECT AT THE TIME OF THE TOTAL LOSS, 
REDUCED BY: 
A. UNPAID FINANCE CHARGES OR REFUNDS DUE TO THE OWNER FOR SUCH 
CHARGES; 
B. EXCESS MILEAGE CHARGES OR CHARGES FOR WEAR AND TEAR; 
C. CHARGES FOR EXTENDED WARRANTIES OR REFUNDS DUE TO THE OWNER 
FOR EXTENDED WARRANTIES; 
D. CHARGES FOR CREDIT INSURANCE OR REFUNDS DUE TO THE OWNER FOR 
CREDIT INSURANCE 
E. PAST DUE PAYMENTS AND CHARGES FOR PAST DUE PAYMENTS; AND 
F. COLLECTION OR REPOSSESSION EXPENSES. 

HOWEVER, OUR PAYMENT UNDER THIS COVERAGE SHALL NOT EXCEED THE LIMIT 
OF LIABILITY SHOWN ON THE DECLARATION PAGE. THE LIMIT OF LIABILITY IS A 
PERCENTAGE OF THE ACTUAL CASH VALUE OF THE COVERED AUTO AT THE TIME 
OF THE LOSS. THIS LIMITATION DOES NOT APPLY TO OUTSTANDING 
INDEBTEDNESS SECURED BY AND INCURRED IN CONJUNCTION WITH THE 
PURCHASE OF A NEW COVERED AUTO THAT IS ADDED TO THIS POLICY WITHIN 30 
DAYS OF YOUR BECOMING THE OWNER. FOR PURPOSE OF THIS COVERAGE, NEW 
MEANS AN AUTO THAT WAS NOT PREVIOUSLY TITLED. THIS COVERAGE APPLIES 
ONLY IF YOU HAVE PURCHASED BOTH COMPREHENSIVE COVERAGE 
AND COLLISION COVERAGE FOR THAT COVERED AUTO AND THE LOSS IS 
COVERED UNDER ONE OF THOSE COVERAGES. 


On November 12, 2015, we received total loss documents signed by *** ******* to 
move forward with the claim and made payment to Wells Fargo for $18,972.75 on 
his behalf. 

I’m sorry for any confusion or frustration this has caused *** *******. If you have 
questions, please call me at 1-************* 

Sincerely, 

Sid H***** 

Sid H***** 
Claims Supervisor 


Enclosures 


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

Regards,

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


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Additional Notes

Complaint: I've been a progressive customer for 2 years- my premium for renew next month went up almost 20% for renewal. Haven't had any claims or change in policy. I called progressive customer insurance on 10/20 to see why- and I was given no answers. The lady states that it could be because I don't have any new policies to sign, I don't get a paperless discount- which makes no sense because I'm pretty sure I didn't get a $100 dollar discount to sign a policy to sign online.

Desired Settlement: Reduce my premium to what it was before. You don't have a single reason for why my premium is going up- so I don't have a single reason to pay it.

Business Response: October 28, 2015


Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ***** ******* 
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Advanced Insurance Company


*** *******,

I’m writing in reply to your letter dated October 20, 2015.

*** ******* began his policy with us on May 20, 2015. At that time, he received a discount for electronically signing his documents on****. This one-time discount is removed at his renewal. 

*** *******’ policy is up for renewal on November 20, 2015. His policy increased at renewal due to the loss of the Electronic Signature Discount and a rate change that affected all of our customers in his state. We periodically review our rates to be sure they are adequate to cover our cost of doing business. Our recent review determined that it was necessary to adjust our rates. Our rates are on file with the New York Department of Financial Services. 

*** ******* is receiving many discounts on his policy, including a Paperless Discount. He can call us at 1-800-******** for a policy review to go over his discounts and coverages. 

I’m sorry for any frustration this situation has caused. If you have questions, please call me at 1-440*********.  

Sincerely,

Stephanie C****

Stephanie C****
Consumer Relations Specialist

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Additional Notes

Complaint: In 2014 my car was hit by extensive hail damage requiring a good replacement and paint as well as many other damages. After these damages were fixed I picked my car up and after getting it home noticed there were a few issues with the quality of the work. My windshield wipers no longer worked and there as a good sized paint bubble in the hood. Unfortunately as I was travelling for work it took me a month or so to get the car back in their denver shop which is an hour and a half a way. They said the next day that there was a thread in the paint and that they got it out. Fast forward to today and the paint has chipped right in this exact spot and progressive is refusing to deal with it claiming that it is a "rock chip". I offered to take it back to the body shop where I had it looked at to see if they believed the same or if it were something else. Progressive said they wouldn't be sure if they would even cover it then basically saying they were going to waste my time again.

Desired Settlement: Progressive should cover this chip in the paint right where this paint bubble was, they say they guarantee the work they do but they obviously aren't here.

Business Response:  
Better Business Bureau  
2800 Euclid Avenue - 4th floor 
Cleveland, OH 44115 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: **** ** ****** 
Claim Number: *********** 
Policy Number: ********** 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Direct Insurance Company 

*** *******, 

I'm writing in reply to your letter dated October 20, 2015. 

A hailstorm damaged *** ******’s vehicle on June 8, 2014. *** ****** elected to 
use our service center to manage his vehicle’s repair. They replaced and painted 
the vehicle’s hood as part of the repairs. The vehicle repairs were completed and 
the vehicle was delivered on September 30, 2014. 

On November 20, 2014, *** ****** brought the vehicle back to the service center 
due to an issue with his windshield washer nozzle not spraying properly and a hood 
blemish. At the re-work appointment, we noted a small fiber trapped in the clear 
coat of the hood. They resolved this issue on site by buffing out the fiber along with 
cleaning the washer nozzle. At that time, they noted several new stone chips 
already existed on the recently painted hood. 

On October 2, 2015, *** ****** advised us that the paint on the hood was 
peeling. When we re-inspected his vehicle on October 6, 2015, we found that the 
peeling paint was actually stone chips. *** ****** agreed that the majority of 
chips were in fact stone chips, except for a larger one in the area where the 2014 
buffing occurred. I’m sorry for *** ******’s frustration, but the service center 
manager and I reviewed this matter and both agree that the impact signature is 
consistent with a stone chip and is completely unrelated to the 2014 paintwork. 

If you have any questions, please call me at 1-440-********* 

Sincerely, 
Curtis G**** 
Curtis G**** 
Catastrophe Manager 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

BBB,

The company says that a rock chip magically appeared where the paint bubble was which is quite the chance but the fact is they won't let a third party settle this. I've offered to take it to a third party body shop (which I had already done to get an estimate) to get their opinion. If they said it was a rock chip (doubtful) then I would drop it but if they said it was because of issues of the paint I wanted progressive to cover it. Progressive has refused, I believe this would be a fair option. Basically what they have told me is "if we say it is a rock chip, it is a rock chip and there is nothing you can do." So in any case of paint issues Progressive can just claim rock chip and refuse to cover their own faulty work. I've tried multiple options to work with them including the third party I mentioned (which is one of their approved service centers) and they have refused all avenues to come to some middle ground. 

Regards,

**** ******



 

11/24/2015 Problems with Product/Service | Complaint Details Unavailable
11/21/2015 Problems with Product/Service
11/21/2015 Problems with Product/Service
11/20/2015 Advertising/Sales Issues
11/20/2015 Problems with Product/Service
11/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** *****My 81 year old mother-in-law was in an auto collision with a driver insured by Progressive. A progressive claims representative, Anthony D********, informed my mother-in-law that the other driver was claiming that my mother-in-law pulled out in front of their insured driver. Anthony made this assertion without looking at the damage to my mother-in-law's vehicle. Anyone that has any experience in auto collisions knows that it is possible to examine the damage to both vehicles to determine if there is any physical indications to substantiate one version of event over another. The progressive agent took advantage of my mother-in-law's lack of experience and directed her to file a claim against her own policy without examining the damage to her vehicle, where he would find that the collision could not possibly have occurred the way their insured described.

Desired Settlement: I want Progressive to apologize for the dismissive response from Anthony D**** ***** and I want Progressive to retract the false and defamatory statement that I refused to submit pictures.

Business Response:

September 24, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******  

Re: File Number: ********  
File Name:   *** ***** ** ****** ** **** ****  
Claim Number: **********
Policy Type: Personal Auto  
NAIC Code: *********  
Company Name: Progressive Advanced Insurance Company    

*** *******,

I’m writing in reply to your letter. Thank you for the opportunity to address *** *****’s concerns. 

We obtained statements from all drivers involved in the loss, which contradict one another. *** ****, *** *****’s mother in law, states that her vehicle was stopped at the time of the accident. Our customer, ****** ********, states her vehicle was stopped at the time of the accident. 

We spoke with *** **** and advised her we are denying the claim because it’s a word versus word accident. We advised *** **** she can proceed through her own insurance company, ***** ****, for her damages and they would make a determination on how they want to proceed. ***** **** will make their liability decision independently of our decision.  

We have asked *** ***** for pictures of the damage to his mother in laws car, unfortunately he has refused. 

I’m sorry for any frustration this may have caused. If you have any questions, please call me at 1-************.

Sincerely, 

Doug M*****

Doug M*****
Claims Supervisor

              

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The statement from progressive is not accurate,  In their response, Progressive indicated that they stated "We have asked *** ***** for pictures of the damage to his mother in laws car, unfortunately he has refused."  This is a flat out lie.  I absolutely, in no uncertain terms, DID NOT "refuse" to provide photographs.  When asked to provide pictures, I responded that I did not reside with my mother-in-law and it would take time to arrange to obtain photographs of the damage.  He then informed me that their insured driver would be filing a claim against my mother-in-law's ***** **** policy and the Progressive Claims Department representative, Anthony D**** *****, hung up on me without providing any information on how to submit photographs.  **** subsequently received a notice from Progressive incorrectly indicating that their decision was made based on "available facts", even though they made no effort to collect available facts.  

I have since been able to take photographs which indicate the direction of the collision, proximity to the front and rear of the vehicle and include over-scratches, all which contradict Progressive's claim that **** pulled out in front of their insured driver.  Again, Anthony D**** ***** hung up on me.  He did not provide an opportunity to submit photographs and he made no effort to inspect the vehicle damage. 


Regards,

*** *****




 

Business Response:      
October 20, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******  

Re: File Number: ********  
File Name:   *** ***** on behalf of **** ****  
Claim Number: **********
Policy Type: Personal Auto  
NAIC Code: *********  
Company Name: Progressive Advanced Insurance Company    


*** *******,

I’m writing in reply to your letter. Thank you for the opportunity to address 
*** *****’s concerns. 

In our initial response, we stated that *** ***** refused to provide pictures of *** ****’s vehicle. If *** ***** would like to provide pictures, we will be glad to review them. On October 14, 2015, we spoke with *** ***** and I provided him with my direct e-mail (************************), so he could send me the pictures of *** ****’s vehicle. 
*** ***** stated the “vehicle has been repaired by *** ****’s insurance carrier and they’re handling it their way.” As of October 15, 2015, I have not received the pictures. 

If you have any questions, please call me at 1-************.

Sincerely, 

Doug M*****

Doug M*****
Claims Supervisor

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

Mr. M*****’s letter, dated October 20, indicates that I had not sent pictures as of October 15.  This is statement is an intentional distortion of the facts.  I had sent pictures, and Mr. M***** confirmed receiving them, on October 16.  For further clarity, his statement fails to recognize that October 15 was the first time I was provided with an opportunity to submit photographs.   Further, Mr. M***** called me on October 20 where we discussed the pictures I had sent.  While in the original conversation with Mr. D**** ***** on September 22, I was told that I could submit pictures, but Mr. D**** ***** ended the conversation abruptly without providing me with any mode to submit photographs.

The production of pictures are only relevant, in reference to this complaint, in that the original comment to **** was that this was a word-versus-word situation because there was no police report.  **** was not asked for pictures and was not told that any sort of visual inspection of the damage to her vehicle had the potential to substantiate, or discredit, the description of the collision offered by either party.

The only legitimate response from Progressive here, that would be relevant to this complaint, would be to either acknowledge that Progressive does not consider visual inspections of damage to a vehicle as a potentially relevant and reliable source of information that is could be useful in determining the fault or cause of collision or support or refute the statements made by one or both of the parties involved in the collision; or acknowledge that Progressive failed to inform *** **** that a visual inspection might be useful in determining the credibility of the description of events from either party and they failed to make any effort to conduct a visual inspection.  To add emphasis, I want to add a reminder that we’re talking here about an 81 year old widow where there should be no reasonable expectation that she would have access to the internet, a computer or email.

It's very simple, either a visual inspection is potentially helpful or it is not.  If it is helpful, then Progressive needs to acknowledge that they failed to inform *** *** of this fact and failed to provide a reasonable accomodation to have this inspection take plase.  If pictures are not needed, never helpful, then this complaint can be closed and Progressive can change their business practice of inspecting physical clues to determine the cause of a collision (which is absurd).

I also want to note here, that, in this response, as well as the prior response, Mr. M***** deliberately and knowingly is making a false assertion that I refused to provide pictures.  At no time did I refuse to provide pictures.  I was first provided the opportunity to submit pictures on October 15, I submitted pictures on October 16, and I have a confirmation from Mr. M***** that he received those picture.  This is my third written request, and fourth overall, to ask Progressive to retract the false and defamatory statement that I refused to provide pictures, and the underlying implication that I was uncooperative and that I submitted a false or unreasonable complaint to the Better Business Bureau.

Regards,

*** *****




 

Business Response:
November 18, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******  

Re: File Number: ********  
File Name:   *** ***** on behalf of **** ****  
Claim Number: **********
Policy Type: Personal Auto  
NAIC Code: *********  
Company Name: Progressive Advanced Insurance Company    


*** *******,

I’m writing in reply to your letter dated November 11, 2015. 

*** ****’s insurance carrier, ***** ****, completed an inspection of her damaged vehicle and paid to repair it. The claim is currently being subrogated between the two companies.

The pictures supplied do show damage to *** ****’s vehicle; however, they do not show fault for either party. We have thoroughly discussed this with *** *****. Unless we receive additional information to show our customer is at fault, we consider this matter closed. 

If you have any questions, please call me at 1-************.

Sincerely, 

Doug M*****

Doug M*****
Claims Supervisor

11/19/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: On October 14, 2015 while traveling on Interstate * **** a vehicle passing by alerted my husband that our travel trailer was on fire. My husband stopped the vehicle and with my daughter they were able to extinguish the fire. The rear axle was on fire and disabled the wheel /tire and axel so that it was not towable by our truck. My husband called me and I called **** who transferred me to Progressive and I spoke to an agent named Ashley. I called to specifically see if towing was covered under my policy and told her what had happened. She proceeded to tell me “ You have comprehensive coverage and there was fire involved then yes Towing will be covered.” I then asked if it could be towed to **** ***** ** which was about 10 miles away and she stated that it had to be towed to a Certified RV Repair Center and that would be in **** which was about 170 miles. I once again confirmed that towing would be covered because if it wasn’t we would get it towed to **** **** instead and she said yes – anything involving a fire would be covered. In the meantime I then contacted ******* **** ** in **** and asked them about getting a tow truck and they said they would send one right away. While the tow truck was en route another Progressive agent called my husband and after my husband told him the axle caught on fire he told him that if it was due to mechanical failure then towing might not be covered (again the tow truck was en route). So my husband called to tell me that and I once again called Progressive and spoke to an agent to let her know where the trailer was going to be towed too and ONCE AGAIN asked her if the towing would be covered because the agent that spoke to my husband said it would not and she told me YES towing is covered so don’t worry about that. On Oct 19th my husband received a call from the Progressive Inspector citing the inoperability of the trailer was caused by mechanical failure and there was no evidence of fire damage. My husband spoke to a mechanic at ******* **** ** that stated he pointed out the fire damage to the inspector and the inspector just ignored him. My husband was then contacted by Joey B*******, another Progressive agent that told him they would cover nothing per our policy. We understood that the repair may not be covered if it was mechanical failure but we were not told that the towing would not be covered because Not 1 but 2 Progressive agents told me that towing was covered. We received no written or email paperwork regarding any of this and when I called to ask why towing wasn’t covered Joey B******* stated that we were told by all agents that towing may not be covered and that Ashley told me this from the beginning. That was an outright lie so I asked if he had a copy of the recorded conversation and he stated the only recording they had was him telling my husband it may or may not be covered after we were told before and after that that it would be covered. ( how convenient for Progressive). I asked him about the conversation I had with the 2nd agent and he said that they had no idea what I was talking about even though that was the only agent I told where the tow truck was taking our trailer and the address and phone number so how they knew where it was is without speaking with or reading a note from this mystery agent is beyond me. I asked him what about the fire and how they said if there was a fire it would be covered. He then proceeded to tell me there was no evidence of a fire whatsoever….so apparently my husband, daughter and the man that alerted my husband of the fire were all hallucinating! I asked him if they were not supposed to put out the fire and were they just to let it burn and he responded…well then it would have been covered. I called the Claim Grievance line at Progressive and told him what happened and how they said they didn’t record my pertinent conversations and he responded by telling me that ALL conversations are recorded. So I was lied to about the towing coverage and I was lied to about the conversations being recorded. I had a claim recently with Progressive involving our **** and they were nothing but courteous and professional. This most recent interaction was shady, dishonest and very unprofessional and I will never give Progressive my business again. I am now stuck with a $750 towing bill because #1 they told me it was covered and #2 they told me I had to tow it to **** for it to be covered when I could have towed it 10 miles to the closest town if I was paying for it myself. Lie after lie after lie and then a cover up to top it all off. Progressive should be ashamed at how they treat customers or at least from this part of Progressive.

Desired Settlement: I want to be reimbursed $750 for the towing that they said would be covered and then changed their minds and continued with their lies and corruption.

Business Response:

November 2, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115-2408
Attn: ***** *******

RE: File Name: **** *****  
Claim Number: **********
Policy Number: ********
Policy Type: ****** ******* 
NAIC Number: *********
Company Name: Progressive Casualty Insurance Company

**** *******,

I'm writing in reply to your letter dated October 23, 2015. The following is a summary of our investigation.  

On October 14, 2015, we received report of the accident. We discussed the facts of the loss with *** *****. She advised us that their travel trailer brake line caught fire and needed a tow. We advised *** ***** that Comprehensive coverage covers fire damage, so if the damages are covered under the policy, then the tow fees would be covered too. We took a recorded statement from *** ***** advising him of the same and that any fees associated with the tow would be taken care of. 

We discussed with *** ***** the potential coverage issues. We also advised that damages due to wear and tear and mechanical failures are excluded from coverage under his policy. When we were speaking with *** *****, he advised the tow truck was still an hour away.  

We did not advise him there would be coverage for the tow bill. We specifically stated on two separate occasions that, “if” the damages are covered, then we can reimburse for the tow bill.  

I'm sorry for the inconvenience the Keddys have experience. If you have any questions, please call me at 1-************.  

Sincerely,

Hamilton B******

Hamilton B******
Claims Supervisor

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I understand that the repairs would not be covered if due to mechanical failure but when you do not have your policy in front of you you rely on the Progressive agents to tell you what is or isnt covered and when 2 of them told me not to worry and that the towing would be covered even after the 1 agent said it might not then we think we can trust the knowledge of the agents that work for Progressive. Conveniently they only recorded one converstaion, even though the Grievance complaint rep that I spoke too informed me that ALL conversations regarding claims are recorded. So either way there is a lot of dishonestly and mistrust going on with this company. There is no way we would have had our trailer towed that far if we thought we might be responsible for that bill when there was a town 10 miles away we wanted to have it towed too but once again the Progressive agent told us we had to have it towed to a Certified RV repair place in order for the towing and repairs to be covered. I have researched other complaints from other customers and have found similar dishonest and bad faith insurance actions also taking place. It is too bad that I didnt research Progressive more before I ever did business with them and if nothing else I hope this serves a a warning to other customers that are looking for an honest inusrance company....although that my be an oxymoron right there.




Regards,

**** *****




 

11/18/2015 Problems with Product/Service
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11/7/2015 Problems with Product/Service
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Additional Notes

Complaint: I bought insurance from this company and thus far I have an open claim with a coverage plan that should have been addressed months ago. I purchased auto insurance for my car which included Uninsured motorist coverage, totaling $10000 each person/$20000 each accident. Unfortunately, My car was struck by being backed into on April 13 2015. I immediately filed a claim under number ********** with Progressive Insurance. I also gave Progressive Insurance pertinent information about the other motorist who backed into me as well as information regarding this motorist's coverage at the scene of the accident. I then called in an additional claim which was entered for this motorist with ****** ******* ********* under claim number ***********. ****** ******* ********* never sent anyone out to inspect the damages done to my car. I filed a complaint and learned about five months later, in September 2015, that the motorist DID NOT HAVE ANY COVERAGE FOR HIS CAR WHATSOEVER.I was told that the policy for the other motorist had been rescinded due to material misrepresentations. The motorist was uninsured at the time the accident occured. I contacted Progressive Insurance and left messages with the claims representative, Edwin C******, who has yet to get back to me about my coverage at the time of the accident and the next professional steps that Progressive insurance has yet to take. My car remains UN-repaired since it was struck/backed into in April 2015. I had active coverage on my car with progressive insurance on the date of the accident. I am extremely disappointed on how this entire situation has been handled.If I had known that Progressive would drag its feet and not handle the claim accordingly, and not play cat and mouse games with phone messages, I would not have obtained coverage with them at all. I have not received one message even by email and the insurance company and the claims representative have access to my file and my email address. This whole situation has been handled deplorably. Progressive Insurance is fully aware of the uninsured motorist on my claim, yet refuses to communicate or pursue any interest in handling my claim. To date, more than 6 months have passed,the uninsured motorist coverage that I had at the time of the accident remains unsettled, and tossed aside, and my car remains in the same condition at the time that it was struck. I have yet to hear or see anyone from Progressive, who I might add, has a picture of the damaged car, as I emailed a picture to the claims representative, respond. Every time I get into my car, I have to look at the damage done to it and become even more irritated and frustrated as nothing has been done to handle this accordingly to date.

Desired Settlement: I want this claim resolved. The advertisement of Progressive states " get you back on the road quickly" but this has not been the case. Will someone in the corporate office please handle this accordingly? I can be reached by email as well.Thank you.

Business Response: Please see our response attached.

11/6/2015 Billing/Collection Issues | Complaint Details Unavailable
11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in an RV accident on 12/16/2014 and went to a repair shop called ***** ** in ******* **. after approved by Progressive and it stayed in the shop for 6 months. I live in this RV so was without a home that long. When we were told it was fixed, it was not and i spent 5 days at the shop till they said everything i found was fixed to include windshield wipers. They did work when idle at the shop but when it rained after i took it out, they went to the side and stopped and i had to stop at a rest area on the way to *********. From July till now i have tried to get them fixed. ***** ** and ******* ***** here said they could not find parts to fix it and have left it to me, so i called Mr Richard R******* at Progressive and he assured me he would resolve the problem. He has not. I can not travel in my RV till i get working windshield wipers. I think Progressive is now ignoring me as they say the case was closed. Being homeless for 6 months and now this is very bad business. This unit should have been totaled in the 1st place in my opinion. Now it can not go on the road because the accident permanently destroyed the windshield wipers.

Desired Settlement: Need a rental RV till this is repaired or replace this RV since the wipers can not be repaired. I need to travel. Especially when it starts getting cold here. NO vehicle can operate without windshield wipers. It may rain at any time.

Business Response: Response attached to file number ********

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Was told repairs were done and case was closed, windshield wipers still do not work and parts are not available according to repair shop. plain and simple, repair shop did not repair windshield wipers which were destroyed in the accident i had in the RV. They said after releasing it and me finding the problem when it rained that they can not fix it and parts are not made anymore. I live in this and need it to travel and visit my relatives and also go south for the winters. I can not go anywhere without windshield wipers, My claim is # ********** and it says closed from Progressive Contact person is Richard R******* at ************ Since it can not be repaired, i need a replacement RV


Regards,
****** *******




Business Response:

 

 

October 23, 2015

 

 

Better Business Bureau, Inc.

2800 Euclid Avenue 4th Floor

Cleveland, OH 44115-2408

Attn: ***** *******

 

Re: File Number: ********

Customer Name: ****** *******

Claim Number: **********

Policy Number: **********

Policy Type: Motor Home

NAIC Number: *********

Company Name: ******** ****** ********* *******

 

 

*** *******,

 

I’m writing in reply to your follow up letter dated October 16, 2015.

 

Since we have contacted a repair shop and confirmed it can be fixed, we are not going to replace *** *******'s Winnebago for this issue.

 

On October 22, 2015, we have been in contact with *** ******* and confirmed that we will continue to work with him to get the wipers fixed. Since he is currently in ******* we will contact a local mobile repair technician to come look at this Winnebago while he is in *******. If this can't be done, we have contacted his shop near where he lives in ********* and they will fix the wipers once he returns home.

 

If you have any questions, please call me at 1-************.

 

Sincerely,

Craig M*****

 

Craig M*****

Claims Manager

11/5/2015 Problems with Product/Service
11/5/2015 Billing/Collection Issues
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Additional Notes

Complaint: Back in June 2015, I contacted Progressive.com about a minor incident I had with a garage door (Claim#**********). I was told that the claim will not affect my renewal since I am a platinum rewards member with Progressive. When I received my renewal documents, my premium went up close to $100/Month. I called progressive on 10/3 and Spoke with Roman, he advise me that nothing can be done on his end and to please call the claims department on Monday since my claims Rep (Julio) is no longer with Progressive. I called on 10/6 and got Julio's supervisor name and ask that he give me a call. I was told Doug (Julio Supervisor) will call me in 24-48 hours. I never received a call from Doug so I left him a message on 10/6 and as of 10/21, I have not received a call back. I followed up with the claims department on 10/8 and spoke with Lacinda, she advise me that the increase in premium was not due to the accident and to please call customer care about adjusting limits. I called customer care on 10/20 and spoke with Howard who told me that the increase was 100% due to the accident.

Desired Settlement: I ask that my claim is not included in my renewal since that was what I was told by Progressive Employee. I specificly ask if this will impact my renewal numerous times through the claims process and every time I was told No. The total payout was less than $1,500 and my deductible was $500. I told Julio that I would gladly pay the $1,500 to avoid my premiums going up the next 3-5 years, he agree and assured me that my premium will not go up.

Business Response:
October 27, 2015


Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
Attn: ***** *******

Re: File Number: ********
File Name: ******* *****
Policy Number: ********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Select Insurance Company


*** *******,

I’m writing in reply to your letter dated October 22, 2015. We appreciate the opportunity to clarify the situation.

Because *** ***** is currently a Platinum Loyal member, he is able to take advantage of our Small Accident Forgiveness benefit. With this benefit, we can forgive a claim with a total payout of $500 or less. I’ve listened to a recorded call between *** ***** and our claims representative and determined this was clearly explained to *** *****. The claims representative offered *** ***** a drive-in estimate first rather than having him drop his vehicle off for repairs to confirm the total damage amount, giving *** ***** the opportunity to make an informed decision.

After the estimate was completed, we confirmed the damage to *** *****’s vehicle was in fact under $500. At this point, *** *****, knowing the damage was just below $500 made the decision to secure a rental vehicle with the potential this would push his claim over the $500 threshold for Accident Forgiveness. Between the repairs and the cost of his rental, this ultimately pushed his claim payment over the $500 aggregate threshold.

We have since spoken to *** ***** and explained this. We also offered a solution, whereby *** ***** can mail us a payment in the amount of $110, which is the amount his $500 threshold payout was exceeded. By paying the $110, he is still able to take advantage of the Small Accident Forgiveness benefit. *** ***** has accepted our offer. Once his payment of $110 is received, we will adjust the policy by applying the Small Accident Forgiveness benefit. 

I’m sorry for any frustration *** ***** experienced, it wasn’t our intention.

If you have any questions, please call me at 1-************.

Sincerely,

Ryan L*****

Ryan L*****
Claims Manager

Consumer Response: Is it possible for me to get a copy of the recording they are referring to?  I Spoke with Douglas last week and was told if I send a money order for $110, the claim can be reduced.  He confirmed receipt of the money order and instructed me to call customer service to get an updated quote.  I spoke with customer service this morning and nothing has been updated.

*******

Business Response:
November 4, 2015


Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
Attn: ***** *******

Re: File Number: ********
File Name: ******* *****
Policy Number: ********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Select Insurance Company


*** *******,

I’m writing in reply to *** *****’s rebuttal to my correspondence dated October 27, 2015.

Because our recorded calls are considered a protected work product, I’m unable to provide a copy to *** *****. I personally listened to his recorded statement and can confirm everything mentioned in my prior response was exactly how it played out on the telephone call. 

All of the changes to *** *****’s policy have taken place and his rate has been reduced. We removed the at-fault accident from his record. It appears all of *** *****’s concerns have been resolved. Our Claims Manager, Douglas S***** has tried to contact *** ***** several times within the most recent three days, however, was unsuccessful in reaching him.

If you have any questions, please call me at 1-************.

Sincerely,

Ryan L*****

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

Regards,
******* *****


11/5/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: On May 20 2015 My **** ******* **** *** was hit while legally parked by a driver insured by progressive insurance that fell asleep at the wheel and totaled. progressive has undervalued the vehicle even though I explained that this was a collector vehicle that had recently been through a complete mechanical restoration.I have parts receipts totaling $6526.40.progressive declined to consider the costs I incurred calling them maintenance items and that their appraisal of $4000.00 includes any repairs or upgrades I made to this vehicle.progressive stated that they used the N.A.D.A guide as a basis for their valuation.The guide only gives general condition descriptions and does not give individual specific values.It would be the same as saying that after replacing the roof and siding on your home it has the same value as it did before.

Desired Settlement: Obviously I disagree with progressive and the value they have put on my car.I am seeking reimbursement for the parts costs involved $6526.40.I have the receipts as proof and can provide them for inspection if required.

Business Response:
September 21, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue 4th Floor
Cleveland, OH 44115-2408
Attn:  ***** *******

Re:  File Number: ********
       File Name: **** ******
       Claim Number: **********
       Policy Type: Personal Auto
       NAIC Number: *********
       Company Name: Progressive Universal Insurance Company


*** *******,

I’m writing in reply to your letter dated September 13, 2015.

On May 26, 2015, we declared *** ******** **** ******* **** *** a total loss. We evaluate vehicles that are a total loss with a system developed by **** *****, which completes a market survey. Because of the age of *** ******’s vehicle, we were unable to find comparable vehicles. In this case two car lots were contacted and they came back with an average value of $1,200. Our Claim Representative, *** Dan O*** contacted *** ****** and presented an offer for $1,200. He did not agree with the offer and sent *** O*** several comparable vehicles he found online. He advised *** O*** that he might get an independent appraisal done, which *** O*** advised him would have to be done at his own expense. This is when I became involved in the claim.

The comparable vehicles *** ****** sent to us were not exact comparable vehicles based on year, make, and model of the vehicle but were in considerably better condition than his were. I searched extensively on the internet and did not find an exact comparable vehicle. I reviewed the pictures of *** ******’s vehicle and it became apparent that the vehicle was clean and in good condition for the year, make, and model. See our condition ratings on the evaluation that I've included for your review.  

I ran NADA classic cars on the vehicle, which is widely recognized as a fair value for older vehicles. The average retail came back as $3,937. Considering this along with the **** ***** survey and *** ******’s comparable vehicles, we determined the vehicle worth between $3,500 and $4,000. 

On May 27, 2015, *** O*** called *** ****** and made an offer for $3,500 to settle his claim. Two days later *** O*** received a call from an independent appraiser trying to look at *** ******’s vehicle at the storage facility. *** O*** allowed the appraiser to inspect his vehicle. The independent appraisal came back at $4,200. *** O*** then negotiated a fair settlement of the claim for $4,000 and paid $90 for *** ******’s cleanup costs. We advised *** ****** that the independent appraisal was his choice and the fees wouldn't be reimbursable prior to the appraisal being done.

*** ****** raises the contention that we did not pay him for the improvements done to his vehicle, in order to restore it to the amount of $6,526.40. The NADA classic car guide assumes that the vehicle is restored with the value of $3,937 and the appraiser he hired came up with a value of $4,200. We settled the claim for $4,000 which is a fair and accurate settlement for this vehicle. 

I'm sorry for the inconvenience caused. If you have any questions, please call me at 1-************.

Sincerely,

Bryan B******

Bryan B******
Claims Supervisor

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not agree with the value Progressive assigned to my vehicle.The N.A.D.A. guide does not include any and all maintenance and upgrades in its vehicle pricing.It is a guide and only a guide.Each vehicle must be inspected and evaluated independently.This vehicle was maintained and restored to an extremely high standard.The appraiser I hired could not complete a full evaluation due to the condition of the car after it was destroyed.Also he had no knowledge of the amount I had spent to restore it.I can provide the parts receipts for inspection by progressive or its agents.Unless progressive can prove I did not install the parts in question ,I  expect to be compensated $6,526.40.

 Regards,

**** ******

Business Response:

September 25, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue 4th Floor
Cleveland, OH 44115-2408
Attn:  ***** *******

Re:  File Number: ********
       File Name: **** ******
       Claim Number: 1*********
       Policy Type: Personal Auto
       NAIC Number: *********
       Company Name: Progressive Universal Insurance Company


*** *******,

I’m writing in reply to your follow up letter dated September 23, 2015.

It's well known in the auto industry that restoration or mechanical improvements to a vehicle aren't worth dollar for dollar compensation. We fully compensated 
*** ****** for his **** ******* **** *** in the condition it was, prior to the loss with the improvements done to the vehicle. We increased our offer by $2,800 (original offer was $1,200 and we settled for $4,000) to consider the condition of the vehicle and the various improvements done to the vehicle. We recognized 
*** ******'s vehicle was a classic car and we made the appropriate offers to resolve his claim.

Please call me with any questions at 1-************.

Sincerely,

Bryan B******

Bryan B******
Claims Supervisor

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again I reject progressive's response.At no time did progressive consider the restoration costs involved on this vehicle.They attempted to undervalue the car from the beginning.Why wasn't the NADA used for their initial offer?Why did they decline to examine the receipts and photographs I offered to them to allow for an accurate appraisal? In an effort to come to  a reasonable conclusion to this dispute I would like to meet with a representative from progressive and a mediator chosen by the Better Business Bureau.         
Regards,

**** ******




 

11/3/2015 Problems with Product/Service
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10/31/2015 Problems with Product/Service
10/31/2015 Problems with Product/Service | Complaint Details Unavailable
10/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: As a part of the snapshot program, I agreed to participate in a vehicle tracking program for Progressive to analyze specifically my driving habits. A total of three snapshot devices were sent to me in regards to one vehicle. One snapshot device was sent back to Progressive immediately. In the process of moving my home, I was unable to immediately locate the second snapshot device, so Progressive issued a $50.00 charge, payable immediately. I went ahead and paid the fee, or basically bought their snapshot device. For the third snapshot device, the one I actually plugged into my car, the car's computer system became corrupted by the device and my car's computer system started sending false signals to electronics devices/systems that controls the vehicle. I decided to unplug the device and send it back because of this and I did. All three devices, for one vehicle, have been returned, but yet Progressive is requiring payment for the third one, after it has been shipped back. 1) There is a $50.00 fraudulent charge regarding the device, since it has been returned; and 2) Progressive's snapshot devices possess the ability to damage a vehicle's computer system. I do not understand the extent of damage to my vehicle's computer system, only that certain systems were actuated when they should have not been. This could become dangerous for consumers, depending on which systems are affected. I will have to travel to a certified dealer to ascertain the problem this device effected against my vehicle's computer control system. There is quite a bit of liability involved in this since it potentially alters safety devices for vehicles. For the snapshot device you claim was never returned, yes it was Progressive. Enjoy your $50.00 fraudulent charge. I would never suspect your corporation as that way, but I guess when you get big enough, it is an automatic expectation on your board of director's behalf.

Desired Settlement: Enjoy life. If you are given lemons, squeeze them.

Consumer Response:

Yes, if possible,  I would like to be assisted by your office in resolving this complaint. I would also like this complaint to be revealed to reviewing potential consumers.
Thank you,
******

Business Response:

October 20, 2015

 

Better Business Bureau
2800 Euclid Avenue, 4th floor
Cleveland, OH 44115

Attn: ***** *******

 

Re: File Number: *********

Customer Name: ****** ******

Policy Number: *********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Direct Insurance Company

 

 

*** *******,

 

I'm writing in reply to your email dated October 13, 2015.

 

Your **** ****** ****** was opted out of Snapshot as a non-installer on August 28, 2015. The fee for this device (ID ********), was charged on October 12, 2015, and I reversed it October 19, 2015. In reviewing the history, the original device (ID ********), was replaced on July 14, 2015, and charged on August 28, 2015. We received it back resulting in a fee reversal on September 14, 2015.

On October 19, 2015, one of our representatives opened fleet claim number **********, for the alleged vehicle damage and applied the average discount percentage since we had not received any data.

I'm sorry for any inconvenience *** ****** has experienced. If you have any questions, please call me at 1-440-********.

 

Sincerely,

 

Sharon ** S****

 

Sharon ** S****

Consumer Relations Specialist

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10/30/2015 Problems with Product/Service
10/29/2015 Billing/Collection Issues
10/29/2015 Problems with Product/Service
10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spoke with a male representative in an attempt to discuss and possibly alter my coverage. He was in new accounts and appeared rude. He abruptly transferred me to customer service without truly understanding my needs. After transfer to customer service, I was assisted and transferred to a supervisor after I explained initial contact did not make me feel valued. "Supervisor" whom I was transferred to did not seem very accommodating nor interested in my concern. I was NOT pleased at all. I called back to cancel my service to which there was not much regard to that either.

Desired Settlement: I would like the business to review my account and offer solutions. I would like the opportunity to discuss it in detail, and understand exactly what I am paying for in regards to coverage. I would like a demonstration that there is some regard for a long time customer.

Business Response:

Consumer Relations Department 
6300 Wilson Mills Road, N71C 
Mayfield Village, OH 44143 

Fax: 1-888-569-8942 
complaintfile@progressive.com 



August 31, 2015 


Better Business Bureau 
2800 Euclid Avenue - 4th floor 
Cleveland, OH 44115 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: ***** ***** 
Policy Number: ********* 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Premier Insurance Company ** ******** 


*** *******, 

I'm writing in reply to your letter dated August 23, 2015. 

When *** ***** called us on August 11, 2015, he advised he had a bad customer service experience. Our representative apologized, but *** ***** wasn’t willing to explain what happened and he ended the call. 

*** ***** was a valued customer since 2009 and I'm sorry for his frustration.  Resolution Representative Heidi D** ***** left him a voice message today asking that he call her at 1-440-******** to discuss his poor customer service experience. 

Sincerely, 

Dona R****** 

Dona R****** 
Consumer Relations Specialist 
1-440-******** 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It appears the response Ms. R****** provided, almost makes the issue appear to be my fault. I do not agree with the response of the letter, nor the implications it suggests. It barely even addresses the concern, nor the parties involved. I spoke with (3) people on this date, and she said (1) offered an apology? Which one? Also does an apology excuse the behavior?

Her second paragraph suggests frustration on my part, would that be from  the poor customer service I received? Would this also be a reason to end the call, as I do not see Progressive making an attempt to assist me? It appears Ms. R****** response, is almost indicative of the response I received from the representatives I spoke with prior. I almost feel this may be the culture of the Customer service department, and surely would expect more from a  Consumer Relations Specialist. As far as the response I received,  I would rather not have gotten one than the poorly worded one I received.

Lastly, I did speak with Ms. D** *****, and she was helpful to me. I am satisfied in speaking with her, but NOT this POOR response from Ms. R****** almost seemingly excusing the behavior I experienced.



Regards,

***** *****




 

10/28/2015 Problems with Product/Service
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10/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was with Progressive Insurance for approximately 8 years. I turned in paperwork for my divorce when it first happened back in 2008 and assumed that Progressive had removed my wife at the time from my policy. Seven years later, I find out that they never removed her from the policy and was charging me extra for her to be on the policy even though we lived 1,100 miles apart from each other. I live in **** and she lives in *******. They were charging me about $10 a month more with her on the policy even though they had her on their as excluded with no coverage. I asked Progressive about this and they told me that they never received the paperwork and even if they did, they can not go back that far to check. I asked them why I was being charged more for her to be on the policy if she was excluded and had no coverage on the policy and the fact that she lived 1,100 miles away and had no access to the vehicle. Progressive stated that since they did not receive any paperwork saying that we were divorced then she would have to stay on the policy in case she had access to the vehicle and that since she was still considered a spouse in Progressive's eyes, then she would need to be allowed to view the policy. This makes absolutely no sense and is outrageous that I had to pay over $800 in the time that I was with progressive for someone who lived over a thousand miles away and had no access to the vehicle at any time just because Progressive claims they never received the paperwork and they can't go back that far in their system to check.

Desired Settlement: I am seeking the amount that I feel was overpaid to Progressive during the time that I was with them. This amount is $840 dollars ($10 per month for 7 years).

Business Response:

July 10, 2015


Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ******* *********
Policy Number: ********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Direct Insurance Company


*** *******,

I’m responding to your letter dated June 30, 2015. Thank you for the opportunity to clarify the situation.

*** ********* purchased the policy in November 2008. Please see the enclosed Named Driver Exclusion Election which bears the signature of both Mr. and Mrs. ********* confirming their agreement to the driver exclusion.

From 2008 to date, we have sent over 30 Coverage Summary/Declaration Pages reflecting each policy change and each six month renewal offer for review. All have shown both Mr. and Mrs. ********* on the policy as originally purchased. During this time *** ********* has also been receiving the benefit of a lowered rate by virtue of his marital status.

*** ********* contacted us on March 11, 2015, to advise that his divorce was final several years back. We reviewed our records and confirmed that we’d never been notified of the change. We immediately removed Mrs. ********* upon his request and rated his status to single. This change resulted in a pro-rata credit to the policy of $17.68. As a courtesy, we backdated the change to the beginning of the same/active policy term effective November 18, 2014. This resulted in an additional policy credit of $26.85. The total reduction for the change for the six month policy period was a total of $44.53.

Because there was not an error made on our part, we are respectfully denying *** *********’s request to backdate the removal of Mrs. ********* to 2011. I’m sorry for any inconvenience this has caused and if you have any questions, please call me at 1-440-*********

Sincerely,

Nancy A******

Nancy A******
Consumer Relations Specialist Sr.

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The complaint is that it costed me more to have someone on the policy that had ZERO coverage or benefits of the policy. Progressive stated that I received a discount from my martial status. Yet, when they changed me to single, my premium dropped and they credited me back money. Obviously, I was not getting any type of discount for having my ex on the policy. It was costing me more. 

Regards,
******* *********




 

Business Response:

July 29, 2015

Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: 10691817

Customer Name: ******* *********
Policy Number: ********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Direct Insurance Company

*** *******,

I’m responding to your letter dated July 22, 2015.

I’m sorry for any confusion, but having an excluded driver on the policy and a customer’s marital status are separate issues and rating factors. We look at the overall combination of many factors on the policy, and in this case, the combination of changing *** *********’s marital status and removing his excluded ex-wife, lowered the rate on the policy.

It is correct that *** ********* received the benefit of a lowered rate by virtue of his marital status, because a single driver is rated different that a married driver.  A customer is required to list all household members on their policy. They can chose to list them as a rated driver or exclude them from coverage. An excluded driver on *** *********’s policy did affect the rate. Based on our past loss experience, policies with excluded drivers tend to have an increased chance of loss over other policies, and therefore, we rate them differently. It is the customer’s responsibility to promptly notify us of any changes. Because we didn’t make an error, we aren’t backdating the removal of ******** ********* any further back than we’ve already done.

If you have any questions, please call me at 1-440-********.

Sincerely,

Dona R******
Dona R******
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

******** was not a member of the household. She lived over a thousand miles away in *******. There was no means of her getting to the vehicle. Charging someone extra for a "household member" who isn't even living in the same state is unfair and makes no sense.

Regards,

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




 

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10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a Progressive Insurance Customer for about 6 years. I have a motorcycle policy and two auto policies with this agency. When I purchased my home in May I was informed that I would be eligible for additional discounts by having multiple policies with Progressive. I added the home owner policy in May and naturally expected my renewed auto policy for June -Dec. 2015 to reflect a multiple policy discount. I saw my electronic debit for my policy in June and it was the same, July was the same too - no discounts reflected. So, I called Progressive today and was informed that since my policy was a tenured policy I was not eligible for my multi-policy discount until December when my policy renewed again! I asked to speak with a manager (Katherine) and she was of absolutely no assistance stating the only way to gain all of my discounts was to start a brand new policy from scratch causing me to pay additional monies, additional paperwork and additional time on my part. It is completely unfair that I selected Progressive as my home owner insurance company so that I could receive the multi policy discounts that they advertise. This is false advertisement and they should be required to give me a refund or a credit toward my current policy based on the amount of the discount that I would be eligible for at this time.

Desired Settlement: This is false advertisement and they should be required to give me a refund or a credit toward my current policy based on the amount of the discount that I would be eligible for at this time.

Business Response:
August 5, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********  
Customer Name: ****** ******  
Policy Number: *********  
Policy Type: Personal Auto  
NAIC Code: *********  
Company Name: Progressive Direct Insurance Company    


*** *******,

I’m writing in reply to your inquiry dated July 30, 2015. I appreciate the opportunity to clarify the situation. 

While we do not offer a Multi-Policy Discount on **** ******’s Auto Policy, she is receiving a Homeowner Discount, which is currently saving her $25. She is also receiving a Multi-Policy Discount on her Motorcycle Policy. In addition, customers with a Progressive Auto Policy also earn a discount (availability and amount varies by state) on her Home Policy. As soon as a Multi-Policy Discount is available for her Auto Policy, we will be more than happy to honor it. Unfortunately, we’re unable to credit **** ****** for a discount we do not currently offer on her policy. 

I’m sorry if **** ****** received any incorrect information. If you have any questions, please call me at 1**************

Sincerely, 

Jeff P*****

Jeff P*****
Consumer Relations Specialist


Attachment

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




 

10/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My vehicle obtained hail damage. I insist on an ***** dealer to perform the repairs but Progressive has fought me every step of the way. They are unwilling to pay the certified ***** repair shop what they want. They have also refused to pay me a reasonable amount if I wish to not have the repairs completed and sell the unit as is.

Desired Settlement: I believe Progressive owes me $3,450.30

Business Response:

October 7, 2015

Better Business Bureau
2800 Euclid Avenue - 4th floor
Cleveland, OH 44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ***** *****
Claim Number: **********
Policy Number: **********
Policy Type: ****** *******
NAIC Number: *********
Company Name: Progressive Preferred Insurance Company

*** *******,

I'm writing in reply to your letter dated September 30, 2015. I'm sorry for any
confusion and appreciate the opportunity to clarify the situation.

We encourage all of our customers to use a repair facility of their choosing, which
was certainly the case in *** *****’s claim. We made multiple concessions
throughout this claim in order to allow him to use the shop of his choosing. We
conceded to allow for freight and crate charges as incurred by the shop and we
agreed to pay the cost of pick-up and delivery of the damaged travel trailer.
We’ll reimburse *** ***** for an estimate fee from the shop, if he incurred such a
cost, with proper documentation. We’ll pay for labor rates, materials and shop costs
as needed. However, any labor, material or costs above the local industry norm
need to be documented. We’ll pay for the shop’s higher material costs if they’re
able to document these expenses by submitting invoices.

We aren’t able to concede to labor rates or material or delivery fees if they aren’t
actually incurred. If the travel trailer isn’t repaired, we have no justification to allow
for higher than industry norms. Documentation of costs incurred will be the manner
in which we’ll be able to concede to any additional charges or costs.

The shop’s estimate is currently at $12,035.87. Our estimate is currently at
$8,585.57, which is a difference of $3,450.30. Our estimate doesn’t currently
include:

? $1,200 figured to pick up and deliver the travel trailer for repairs

? The estimated $750 for freight and crate charges for parts to be delivered to
the repair facility

? The $50 estimate fee figured by the repair shop

Again, we agreed to pay the above three items if and when they’re incurred and
with proper documentation. The additional $1,450.30 difference consists of the
difference in part pricing for the aluminum siding and miscellaneous shop supplies.
We agreed to pay additional costs for the parts with invoices.

We’ve been working with *** ***** and his shop of choice to obtain an agreed price
for the cost of the repairs. It’s our goal to resolve this claim fairly and amicably and
we look forward to resolving this matter for *** *****.

If you have any questions, please call me at 1-************.

Sincerely,

Jim A********
Jim A********
Special Lines Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****



 

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Additional Notes

Complaint: I have been participating in the Progressive Snapshot program since February 2015. My major issue is the fact that this device has collected more than the minimum 30 days worth of data and exceeds 75 days worth of data as stated in the terms of use for my policy renewal date of May 2015. I have called several times to find out when I can send back the device and will receive a permanent discount, but I can't get a straight answer from anyone. I have complied with the terms of use and Progressive has failed to provide me with the service I expect. This is truly a dishonest business practice. I am not sure the data being collected is even correct since detailed driving information has not been available from the website for more than a month. Shame on you progressive.

Desired Settlement: I want my permanent discount to be applied to my policy because it has been more than six months since the device was installed in my vehicle you have collected enough data for my policy.

Business Response: August 27, 2015

Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** ******* 

Re: File Number: ********
Customer Name: ****** ******** 
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive County Insurance Company


*** *******,

I’m writing in reply to your letter dated August 21, 2015.

I’m sorry to hear of *** ********’s dissatisfaction with our Snapshot® program. 

Snapshot calculates results at two points in time; first after we have collected 30 days of data and again when the policy renews. If we have collected 75 days of data at the renewal, we apply a final discount, if applicable. 

If we have not collected 75 days of data at the renewal, continued monitoring is required for one additional policy term. Our Snapshot Terms and Conditions do advise that we will apply the final results to the renewal pricing.

*** ******** enrolled her **** ****** ***** for the second time on February 2, 2015. On March 19, 2015, we applied her 12 percent initial discount, reducing her premium by $22.11 for the remainder of the policy term. Her renewal issued on April 6, 2015. 

Due to the timing of her enrollment, we were unable to collect 75 days of data by her next renewal. At that time, we had only collected 61 days’ worth of data. Her discount was updated to 19 percent for the renewal term. Because we had not yet received 75 days of data at the renewal event, an additional term of monitoring was required.  Her policy will renew again on November 10, 2015. We will be updating her final results and asking her to return the device on October 10, 2015.  

We are aware of a display issue in the Trip Details Report online. If *** ******** would like a spreadsheet of the data collected, we can send an excel file to her.

Below are the Snapshot Terms and Conditions for your review:

I appreciate the opportunity to clarify the situation and am sorry for any confusion this has caused *** ********. If you have questions, please call me at 1-440-********.  

Sincerely,

Rose V*******

Rose V*******
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  


I believe the information you have is incorrect. My policy renewal dates are May 10,2015 and November 10, 2015. There was definately a total of 75 days worth of data since I started using the snapshot on February 2, 2015 and my policy renewal date of May 10, 2015.  I calculated a total of 98 days between those two dates so the permanent discount should have been applied.
 
Regards,

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




 

Business Response:

September 28, 2015

Better Business Bureau, Inc.

2800 Euclid Ave, 4th floor

Cleveland, Ohio 44115-2408

Attn: ***** *******

 

Re: File Number: ********

Customer Name: ****** ********

Policy Number: *********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive County Insurance Company

 

 

*** *******,

 

I’m writing in reply to your follow up dated September 23, 2015.

 

Although *** ********’s renewal policy period began on May 10, 2015, Snapshot® results are calculated approximately 30 days in advance of the renewal in order to apply any earned savings to the entire renewal term.

 

On April 6, 2015, when the renewal premium was calculated, we had collected a total of 61 days of data, which required participation for one additional policy term.

 

In total as of today, we have collected 176 days of data for her vehicle.

*** ********’s policy will renew on November 10, and approximately 30 days in advance (about two weeks from now), we will calculate and apply her final Snapshot results to the renewal term, completing the monitoring period.


If you have questions, please call me at 1-440-********
.

 

Sincerely,

 

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

Rose V*******
Consumer Relations Specialist

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Additional Notes

Complaint: Have been waiting for over a month with no reply on the balance of an insurance claim with this company. I have been paid for my motorcycle, but have been waiting TOO long for the remainder of our riding gear, etc. that is part of the claim. Repeated attempts have gotten no reply. Working with claims office out of ******** **. The address given is their Corporate Headquarters in your state. This company makes it very difficult to get closure. Contacting them is ridiculous. There are at least a 1/2 dozen different iterations of the claims adjusters name that seem to dead end. I had sent in pictures, part numbers, etc. to support my claim as requested and have not heard a thing. My patience has run out.Thank you!

Desired Settlement: I would like the remaining $580.95 refunded to me that I have previously sent in with supporting documentation as requested by claims agent Michelle T******* in ******** ** for claim # *** **** ***** **** *** **** *** *** ****.

Business Response: Consumer Relations Department 
6300 Wilson Mills Road, N71C 
Mayfield Village, OH 44143 

Fax: 1-888-******** 
complaintfile@progressive.com 
 
 

October 2, 2015  


Better Business Bureau 
2800 Euclid Avenue - 4th Floor 
Cleveland, OH 44115 
Attn: ***** ******* 

Re: File Number: ******* 
Customer Name: *********** ******** 
Claim Number: ********** 
Policy Number: ********** 
Policy Type: Motorcycle 
NAIC Number: ********* 
Company Name: Progressive Casualty Insurance Company 


*** *******, 

I'm writing in reply to your letter dated September 18, 2015. 

On September 24, 2015, we spoke with *** ******* to apologize for any delay or 
miscommunication during our handling of his claim. We verified that the remaining 
items he referenced in his complaint were two motorcycle helmets, a pair of boots 
and two pairs of jeans. 

We explained to *** ******* that the jeans don’t qualify as safety riding apparel 
under his policy with us. We also advised him that we’d claim the other items 
against the other driver’s insurance company. *** ******* understood the situation 
and that we were issuing him a payment of $568.44 for the helmets and boots. 

If you have any questions, please call me at 1-************* 

Sincerely, 

Jennifer M****** 

Jennifer M****** 
Claims Manager 


 

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

Thank you very much for your assistance with this matter.

Cordially yours,

Regards,

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


10/12/2015 Problems with Product/Service
10/12/2015 Billing/Collection Issues | Complaint Details Unavailable
10/10/2015 Advertising/Sales Issues
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9/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called ********* ****** ****** *** on about 2/4/2015 to request automobile insurance for myself and my daughter. They recommend Progressive, so I made an application to obtain coverage with them. During the interview the agent asked me if I wanted coverage for my son ******, which also resides at my household. But I told her that he didn't need insurance coverage, he has his own car and has his own insurance. The representative sent my application to Progressive for only myself and my daughter and in April of 2015 I realized that Progressive had added my son ****** to the policy. I called Progressive and asked them to remove ****** from the policy and they told me that I had to sign an exclusion form. I never received the form and the next thing I knew was that Progressive cancelled my insurance for not providing then a signed exclusion form. They rated my son on the policy so the charge for covering him was extremely high. And now they are asking me to pay $959.90. I am in disagreement with this action because I never asked Progressive to provide insurance coverage for my son, they added him on their own without asking me if that was my wish. My son in the meantime has his own car insurance and has been paying on his own to have coverage. I feel is unfair from Progressive's part to add my son to my policy without my consent, not send me the forms that I was supposed to sign to remove him, cancelled my policy without my knowledge and on top charge me almost $1000 for their mistake.

Desired Settlement: Progressive should remove my son from my policy effective 2/4/2015, they should adjust their billing to reflect charges only for myself and my daughter ***** ******* *******. Credit the charge of $959.90 to my account and make all necessary adjustments to my policy. And if there is a credit that should be apply to the policy for any additional charges regarding my son ******, they should refund me that money.

Business Response: August 10, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ****** *******
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
      Company: Progressive West Insurance Company


***  *******, 

I’m writing in reply to your letter dated July 31, 2015. 

*** *******’s policy with us started effective February 4, 2015, and was written through ********* ****** ******, a non-servicing agent who quotes and sells policies, but does not service the policy after upload. 

We require all family household members who meet the minimum driving age of 15 ½ years to be listed on the policy as either a rated or excluded driver on the policy. When a driver is excluded, we require the customer sign a Named Driver Exclusion Election form. 

On April 22, 2015, *** ******* contacted us and ***** ** ******* and ****** ******* were added as excluded drivers on the policy. An excluded driver’s information is listed on the policy, but driving record information does not affect the premium. In addition, an excluded driver is not provided coverage if involved in an accident while operating the vehicle. 

On April 23, 2015, we sent *** ******* a Coverage Summary page confirming the changes made to the policy. We also sent a memo and Named Driver Exclusion Election form to be completed and returned by May 22, 2015, to avoid an increase or cancellation of the policy. 

When we didn’t receive the form, we added ****** to the policy as a rated driver. This change, effective April 22, 2015, resulted in a $1,454 increase. On June 1, 2015, we sent an adjusted payment schedule to *** ******* reflecting the revised installments amounts. On June 2, 2015, we sent a revised Coverage Summary page.

We did not have *****’s license number. Therefore, we were unable to change *****’s driver status from excluded to rated, as we did for ******. Since we did not have the information needed or a signed Named Driver Exclusion Election form for *****, the policy became an unacceptable risk.  

On June 3, 2015, we sent *** ******* a Cancellation Notice. The notice indicated that to prevent the policy from canceling, the Named Driver Exclusion Election form needed to be returned by June 24, 2015. We canceled the policy effective June 24, 2015, as we did not receive a reply.

On July 2, 2015, we sent a Final Bill for $959.90. The amount due reflects the prorated amount for coverage provided up to the cancel date and includes applicable fees. Our fees are filed and approved by the ********** Department of Insurance and are listed on the Coverage Summary page.

On July 30, 2015, *** ******* contacted us and during the conversation, the representative asked the *** ******* to confirm her address listed on the policy. We confirmed there were no errors on the address and we also confirmed there was no returned mail on the policy. *** ******* also disclosed on the call that she did receive the Coverage Summary page that was mailed on June 2, 2015, confirming her son ****** was now being listed as a covered driver on her policy.  

On August 5, 2015, I contacted ********* ****** ****** and spoke with *****. I was able to confirm with him that when the policy was quoted and later uploaded, ****** ******* was the only driver listed. I was also informed the New Business Application reflecting the policy information was emailed to *** ******* at ********************** on February 4, 2015, to sign electronically. 

I’m sorry if *** ******* did not receive the documents we issued. The documents were mailed to the address of **** ******* ****** ***** *** ********** ** *****. 

We require proof of duplicate coverage to remove ****** from the policy.  The proof must reflect ****** as a rated driver for the **** ******* ****** during the dates of April 22, 2015 to June 24, 2015. Proof of duplicate coverage and the request to delete ****** can be faxed to 1-800-********.  If ****** did not have duplicate coverage, the $959.90 balance on the policy remains due.

If you have any questions, please call me at 1-800-********.

Sincerely,

Jennifer R****

Jennifer R****
Progressive West Representative

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am attaching copies of the documents that indicate that ****** has his own insurance coverage.  I do not have a form to request cancellation of his coverage with Progressive.  Is Progressive providing me with a cancellation form or do I have to just write a letter to them?

Regards,
****** *******


Consumer Response: Progressive should remove my son from my policy effective 2/4/2015, they should adjust their billing to reflect charges only for myself and my daughter ***** ******* *******. Credit the charge of $959.90 to my account and make all necessary adjustments to my policy. And if there is a credit that should be apply to the policy for any additional charges regarding my son ******, they should refund me that money.I had initiated a complaint on 7/31/2015 against Progressive Corporation. Complaint number: ********. It was closed by the Better Business Bureau, but unfortunately this case is not resolved. After I sent them the documents to prove that my son has had insurance coverage at the same time I did, they still sent me to collections and are still trying to collect the money from me. Bellow is the original information I submitted: I called ********* ****** ****** *** on about 2/4/2015 to request automobile insurance for myself and my daughter. They recommend Progressive, so I made an application to obtain coverage with them. During the interview the agent asked me if I wanted coverage for my son ******, which also resides at my household. But I told her that he didn't need insurance coverage, he has his own car and has his own insurance. The representative sent my application to Progressive for only myself and my daughter and in April of 2015 I realized that Progressive had added my son ****** to the policy. I called Progressive and asked them to remove ****** from the policy and they told me that I had to sign an exclusion form. I never received the form and the next thing I knew was that Progressive cancelled my insurance for not providing then a signed exclusion form. They rated my son on the policy so the charge for covering him was extremely high. And now they are asking me to pay $959.90. I am in disagreement with this action because I never asked Progressive to provide insurance coverage for my son, they added him on their own without asking me if that was my wish. My son in the meantime has his own car insurance and has been paying on his own to have coverage. I feel is unfair from Progressive's part to add my son to my policy without my consent, not send me the forms that I was supposed to sign to remove him, cancelled my policy without my knowledge and on top charge me almost $1000 for their mistake.

9/30/2015 Billing/Collection Issues | Complaint Details Unavailable
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9/29/2015 Problems with Product/Service
9/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On August 9, 2015 we initially went through ***** our Auto/Home Insurance provider to purchase insurance for our camper trailer. Since **** does not provide insurance for RV's, they have an agreement with Progressive to provide insurance for their members. My wife and I chose a policy for our **** ******* Pop-Up Camper. The night we chose our coverage we paid for our coverage in full, an amount of $156.00 which would provide us coverage for the period of Aug 09 2015 - Aug 09 2016. We received our confirmation letter in the mail with instructions to fill out enclosed paperwork and return it prior to August 25 2015 which we did with plenty of time to spare. In order to get our trailer registered in the state of ******** we need to provide proof of insurance in the form of insurance cards. On the evening of 9-11-2015, we attempted to sign in to our account for the first time with no luck. So we called Progressive and they were not able to find our account by our account number, name, drivers licence number, phone number, date of birth for either my wife or I. After a 22:13 second phone call and having explained that we had completed the transaction on-line through the Progressive web site, and the money was taken out of our account by Progressive, and that **** had no part in the transaction, the representative insisted that we had to talk to **** as the representative who set up the account there would have more information and could help us. Again I explained that **** had nothing to do with the policy and that it was completed through the Progressive web site. The representative insisted that **** had to take care of the problem. When she transferred me to ***** she did stay on the line. However, we were transferred straight to another Progressive representative as it dealt with an RV product. Within 15 seconds or so of the new Progressive represntative answering our call was disconnected. The representative had both mine and my wifes number and could have called back at any time and never did.

Desired Settlement: We are fine with using Progressive as our insurance company for our camper, however since Progressive charged our account for $156.00; there is obviously an account set up somewhere within the Progressive system. Find the account, get us our cards, make sure the account is created. Pretty simple. If that isn't possible, please find our $156.00 and credit it back. Insurance Cards, or find the missing $156.00.... It really can't be that hard.

Business Response: Response attached

9/29/2015 Billing/Collection Issues
9/28/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a house in *****, the property lies on a curve of a busy five lane road. I have over 500 feet of frontage and have four (4) separate, individual, stand alone sections of fencing trying to protect the house and people inside. As it is in a curve many cars jump the concrete curb and crash into the fences. In less than the last 24 months there has been five (5) crashes... The 5th and last crash took out 2 of the 4 sections was on 04/24/15 by a Driver insured thru Progressive. {this was the second time Progressive claim was made} both times when we called to file a claim, Progressive asked us to find a local fencing contractor and obtain a bid for repairs. (the 1st time back in like 2002, no problem, Progressive settled) This second time Progressive sent out their own agent who measured different and cut the cost of repairs. Now that isn't the first time an insurance Adjustors offered less, but it is the first time that an Adjustor got my fencing Contractor to lower his bid to match the Adjustor's offer right down to the penny. Brings up a big concern what are the two (Insurance Adjustor and Fencing contractor up to ?? And what could make the fencing contractor change is bid. I obtain the bid, I ask the contractor is this his best price and he states it is his best then an insurance Adjustor gets him to cut the cost by over $3,800.00 don't sound right.I called the Adjustor asked for name and number to his supervisor, but before I could even call his Supervisor. I get three calls from the area Manager. We talk and I was kinda going along with the Manager till he stated, "HE WAS AN EXPERT" This guy lost me right there. I'm old enough to know no one is an Expert at anything there is always something to learn. Any one who thinks he is an Expert is fooling himself and if he states out loud he is an Expert he is only trying to fool whoever is listening.Progressive took pictures and spent more time talking about other sections of fences that were damaged than dealing with my concerns.

Desired Settlement: Progressive asked and would not process our claim without us getting and submitting a bid from a local fencing contractor. Then (who knows why, maybe because it is the second claim) then sends out their own, do their own measuring own calculations and come up with their own offer. I would be OK with that but for the fact that Progressive got my fencing contractor to agree with and change his estimate to the exact pennySubmitted $8,900.00 Progressive's $5,069.44 difference $3,830.56

Business Response:
June 15, 2015


Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re: File Number: ********
File Name: ****** ****
Claim Number: **********
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive County Mutual Insurance Company


*** *******,

I’m writing in reply to your letter dated May 29, 2015.

I spoke with *** **** and reviewed the damages to his fences for the accident that occurred on April 24, 2015. 

On May 4, 2015, we received a call from *** ****** ****, where she identified herself as the property manager of *** ****’s rental property. When we spoke with *** ****, she stated that there were damages to a pipe fence and the chain link fence on *** ****’s property. At first contact, *** **** stated that she had a bid completed for the repairs, and she would email it to us. *** **** also confirmed that there were other sections of the pipe fence that were damaged from another loss which occurred two weeks prior to our loss. *** **** stated that a 150 ft. section of pipe fence was damaged for our loss. At our inspection of the property and of the scene, we found a section of pipe fence that was damaged and another complete section that was knocked down. Our claims representative completed his investigation and confirmed the damages related to this loss by speaking with the driver of our car and our customer who was at the scene. He also spoke to the tenant that is currently living in the rental property, and took photos and measurements of the damages found at the scene.  

Our investigation confirmed that a 70 foot section of pipe fence was damaged in this loss and a section of chain link fence. Our claims representative completed the estimate for the damages to the chain link fence and the 70 foot section of fence, and reviewed our estimate and investigation findings with *** ****. The bid that was submitted to us was for the replacement of a 126 foot section of fence. When our claims representative reviewed the finding with *** ****, she agreed with the damages we confirmed as what was related to this loss and had their contractor, Mr. Shuler, re-inspect the pipe fence section that was damaged due to this loss. We then followed back up with *** ****; she confirmed that their contractor would be able to repair both the chain link fence and the 70 foot section of pipe fence for our estimate of $5,069.44. We issued payment for the damages in the amount of the estimate that was completed by our claims representative. 

During my discussion with *** ****, I reviewed our investigation where we confirmed the damages related to the loss. We also talked about how we have made changes in how we handle fixed property claims since his previous loss with us in 2003, where we damaged his pipe fence. I explained to him that we now have claims representatives that we’ve trained to handle damages to fixed property and can quickly respond, assess and then work with their contactor to resolve the damages to their property. We’ve done this to create a positive claims experience for our fixed property customers by no longer asking them to take time out of their day to collect repair bids for their property. 

We appreciate the opportunity to clarify the situation and are sorry for any confusion. If you have questions, please call me at 1*************.  

Sincerely,

David B******

David B******
Multiline Claims Manager

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I disagree with Progressive reply.  1st) we were asked to find a fencing contractor and get a bid.  We did so, we submitted that bid, just like we had done before (in 2002)  2nd) As this was our second claim we got what I call much different treatment.  Never ever before have we ever had insurance company Adjustor and Contractor come to an exact agreement on cost of repair.  3rd) Have to wonder how and what Progressive used to get a Contractor to change his bid ??  4th) As I am the property Owner and I do have a Property Manager any and all final settlements/arrangements/deals need to go through me. ( in this case Progressive and I never talked till after I received settlement check)  5th) in talking with and in progressive's reply they spent way too much time talking about and taking pictures of other damage to another section of my fence.  From many years of experience my 500 + feet of fence was broken up into four separate individual sections with a gap of three to four feet between sections. Insurance claim was for replacement/repair of 2 out of 4 sections of the fence.  Separations of fences was done on purpose for insurance claims and ease of replacement/repair.  This separation has worked for all insurance claims till this second Progressive claim. 

Progressive should deal with property owners and their agents not with people renting that wasn't there when accident happened or the property Owner's Contractors.  All settlements should go through the same person the settlement check is made out to.

Progressive changed and made up all new procedures or the way they do things.... WHY ??  Because second claim.  Why take pictures and address other damage on a totally different fence ??  to cloud the water to cover their side of the issue.... Progressive ask for bid/bids like other insurance companies but no insurance company gets the property owner's Contractors to lower their bid.    Think Business wise I ask for bids, I get bids, I ask the contractor is this the best you can do ?? I get answer, yes.....  Then Progressive Adjustor gets my contractor to lower his bid right down to the penny.  Have to think how/why/what's up ??  No two guys can come up with the same price to do a job, unless there is something ??????  Why in the world would I want to do business with either ??

I would have been OK with Progressive doing everything, getting their own bids, hiring and paying their own contractors to do all the work.  Many other insurance companies have done that in the past.

Progressive should be held responsible for full bid submitted and not change because this is the second claim.  As a property owner I have no choice who damages my fences.  Progressive does have a choice how they handle a claim.  Had Progressive done things different I would have never filed a BBB claim

Regards,

****** ****




 

Business Response:

July 14, 2015

 

Better Business Bureau, Inc.

2800 Euclid Ave, 4th floor

Cleveland, Ohio 44115-2408

Attn: ***** *******

 

Re: File Number: ********

File Name: ****** ****

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive County Mutual Insurance Company

 

 

*** *******,

 

I’m writing in reply to your follow up letter dated July 6, 2015.

 

I’m sorry *** **** disagrees with our investigation and findings concerning the amount of damage to his property related to this loss. We completed our estimate of his property damages based on the findings of our investigation. We paid *** **** for the owed damages that are the direct result of this loss. If additional damages are found during the repairs of *** ****’s property, we are open to meeting with *** ****, his property manager, or the contractor completing the repairs to address any new information.

 

If you have any questions, please call me at 1-************.

Sincerely,

 

David B******

David B******
Multiline Claims Manager

 

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Hello;

I would like to bring this matter to a close, but Progressive's Adjustor and Area Supervisor are not even willing to give (In David's own words, "He is an Expert") my words anyone who thinks and states out loud he is an Expert is a JOKE and you can't do business with such a Joker.  I stand by the bid that Progressive asked we obtain and submit.  Make note had Progressive done their own estimating, bidding, hiring their own contractor, done all the work and paid all the replacement/repair bills I would have nothing to complain about.  But as it was they asked us for a bid then sat on our bid for awhile then sent their people out, talked with our fencing contractor and some how got the our fencing contractor to lower his bid.  I have to wonder how and why this kind of business is being done ?? 

From the very beginning I was more than willing to let Progressive do everything, they choice not to. 

As it turned out I could not trust my fencing contractor because he changed his bid and was going to repair the fence with lesser material.  I ended up removing all fencing at a cost of $3,500.00 and then placing boulders in place of fencing at a total cost of over $7,000.00 and there still is the bill of doing the landscape which was tore up and totally destroyed by the driver and the removal of the two cars which were involved in this one accident. (Flowers can't be replanted till fall) None of the flower damage was part of or were even part of Progressive's settlement estimate.   Progressive's own pictures should have shown flowers in full bloom and the totally missing sections.  Funny, how they missed that ?? 

Progressive were good with the first claim, have to wonder why Progressive isn't so with the second claim ??  We did everything the same on both claims, got to wonder why Progressive did so different ??  

I'm willing to stand behind my first bid submitted, but as Progressive is also standing behind their unethical business practices,  I don't understand or accept their reply to my complaint  


Regards,

****** ****




 

9/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am an Emerald Member (re: member for more than a decade) yet my claim is taking forever (a month and a half now and half of the repairs are not done). It seems like everyone is taking their sweet time, even though I am on the road (in *******) and I need my car AND I don't have a rental coverage or a loaner from the dealership. Very unprofessional handling and I am started to question why I kept paying Progressive all those years because one time I had a claim they couldn't care less about me. I don't want them to thank me for my loyalty on the phone I want them to show it by properly handling a claim when I need my insurance company.

Desired Settlement: I'd like someone from the Progressive Corporation to take ownership of this problem and solve the issue immediately.

Business Response:

August 24, 2015

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115

Attn: ***** *******

Re: File Number: ********

Customer Name: ***** *****

Policy Number: **********

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Direct Insurance Company

*** *******,

I’m writing in response to your letter dated August 14, 2015. I appreciate the opportunity to address *** *****’s concerns about his recent claim.

On July 7, 2015, *** ***** reported this claim to us online, five days after the alleged event. *** ***** is claiming a variety of issues because of a poor experience with **** ***** *******.

On July 23, 2015, *** ***** sent us an email stating his vehicle was stolen for a day and taken over 300 miles for a joyride. He claims the key *** button is missing, the key is not working properly, the right front grill is missing, there are scratches on the hood and left side of the car, the left rear door handle is missing, the door is not working properly, the radio top lid is loose and the plastic interior front-door airbag signs are missing. He also claims the ABS, airbag, oil, light bulb, dashboard lights are now on, the vehicle makes a squeaky noise when slowing down, the back windshield wiper is not connecting properly and the car has a distinct valet smell. *** ***** is asking the interior be cleaned.

We are currently handling this claim under *** *****’s Comprehensive coverage less his contractual $300 deductible. We will attempt to pursue the valet company for reimbursement of these damages if we can prove all of these damages occurred while the vehicle was in their care, custody and control. To date, *** ***** has not filed a police report and advised he is waiting until he knows what all the damages are. Based on recent conversations with **** *****’s counsel, they are not accepting responsibility for all the damages being claimed.

It appears both *** ***** and we have experienced delays in the repair process as a result of ******* ***, the repair facility chosen by *** *****, which is not a part of our network. *** ***** acknowledged this in his communication with our managed repair representative and appreciated us keeping him updated, although those updates were not always positive.

At this point, it appears ******* *** is giving *** *****’s vehicle repairs proper attention and we hope the repair process continues smoothly. I would encourage *** ***** to report this incident to police, as many of the claimed items are being questioned as related to this event. We will need a copy of the police report so we can assist in pursuing reimbursement for our payout and *** *****’s deductible.

I’m sorry for the inconvenience *** ***** experienced.

If you have any questions, please call me at 1-************.

Sincerely,

Terry B***

Terry B***

Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I contacted Progressive Insurance as soon as the 4th of July weekend was over. Today's date is 8/14/15 and I still do not have my car back.  I have practically spent my summer without my car and I do not have a rental coverage so I have to pay rentals from my pocket, while Progressive takes their sweet time with my case. 


1. No insurance claim should take two months! 

2.  The claim representative (who didn't get back to me for weeks) does not contact me to update me on my claim, despite my numerous attempts. I tried to complain to the company but Progressive does not assign me another representative, nor do they have a platform to raise my concern.

3. I would like to remind all the parties that I agreed to a voice recording of my claim and provided an e-mail chain (from ****, accepting responsibility for the events) to prove that this was their wrongdoing. Up until this letter (which should be a response to why there has been that much of a delay and why the claim is not handled properly -- and instead a customer who has paid them for 10+ years has to chase this claim -- rather than detailing my claim), I was not aware that Progressive had questions about the validity of this claim. 

I would like to remind you that I have been a loyal member of Progressive, paying in full and with very few incidents over the past decade. In fact, they thank me every time I call to pay my bill, because I am an Emerald member (re: 10+ years of continuous coverage). However, this behavior and extreme delay (with minimal communication) is completely unacceptable. And now I am being treated as if my claim is false (despite all the proof I provided, documenting ****'s wrongdoing and admission of guilt) the ONE TIME I need insurance to do their job. How unfortunate and illegal. I will not hesitate to escalate this situation to proper authorities, if a proper handling of this claim can't be achieved. 

It is very sad that they are accusing me of making up stories, rather than apologizing for their unprofessionalism, the extended delay, lack of communication, and mistreatment. This is a shame.

Again, to this day I do not have my car back. 

Regards,

* *****




 

Business Response:

September 3, 2015

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115

Attn: ***** *******

Re: File Number: ********

Customer Name: ***** *****

Policy Number: **********

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Direct Insurance Company

*** *******,

I’m writing in response to your follow up letter dated August 28, 2015.

Some claims do take longer than others do. Unfortunately, we are working with *** *****’s chosen repair facility to complete the repairs. We are not repairing the vehicle and our ability to manage the repairs is somewhat limited with shops that are not a member of our network. We have issued payment for the repairs less *** *****’s contractual deductible.

Our Managed Repair Representative Andrew A******* has kept *** ***** updated on the repair process of his vehicle. We have addressed his initial delay concerns and feel we have given his claim the attention it deserves.

*** ***** did provide us a recorded statement on July 17, 2015. Our investigation includes verifying all information provided. We spoke with the attorney for **** *****, and they are aware of the claims being presented by *** *****. He made several complaints to their customer service department and wrote a letter to the state’s attorney general. Their position is that they are not accepting responsibility for all the damages *** ***** is claiming.

We do appreciate *** ***** being a long-term customer with us, but we still have an obligation to all of our policyholders to thoroughly investigate all claims presented to us. Again, we have already paid his claim less his deductible. Because *** ***** has provided no proof of his damage claims, our ability to pursue **** ***** for reimbursement of our payout as well as his contractual deductible is going to be a significant challenge. As noted above, they are not accepting responsibility for the damages being claimed by *** *****. This is why we requested he go to the proper authorities/law enforcement to report his claim.

We understand *** *****’s frustration and are sorry he has not had an excellent claims experience. We previously acknowledged our initial handling delays and are working to meet *** *****’s expectations going forward. Any help he can provide to have his chosen shop expedite repairs would be greatly appreciated.

If you have any other questions, please call me at 1-*************

Sincerely,

Terry B***

Terry B***

Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Progressive seems to put all the blame on ******* ***, which was recommended to me by a Progressive Agent (as I am from ****** and do not know the area or the dealerships). Yes, the dealings with ******* *** have been more than problematic but that still does not explain why a claim that was reported on July 5th took until July 21st to make it to the dealership. There is also no explanation of why the claim representative, Jeness P****, fails to respond to me or update me unless I call and leave messages (online or offline, via phone). The only person who has been helpful was Andrew A*******, which I have no problem with, but that seems to be an individual effort rather than Progressive Insurance's behavior -- as I have called Progressive Customer Service (1-800 number) many times trying to get someone to address the issue and find another Claim Rep (other than Jeness P****) to handle the claim. The issue was not addressed and my calls were not even returned. I have made so many calls to the dealership and Jeness and Andrew, I practically acted like the Claim Rep pushing for these repairs and managing this project. I should not have to do that. Additionally, as of this writing, my car (who was reported to Progressive on June 5th) is still "in service." I have been without a car for literally more than 2 months!


I would like to remind you that Progressive tried to close the claim, before the claim was finalized or repairs were handled, just so they can hate a date that doesn't indicate the 2 months of waiting. Additionally, they seem to side for the company who refused to even give us the name of their insurance company! Even though I provided e-mail records/proof (unlike what Progressive is stating in his letter) of **** ***** admitting the abuse and the misconduct of the vehicle, yet refusing to provide any documentation (i.e. gas receipts, repair receipts, tow receipts, etc.) what I am hearing from Progressive is plain absurd (i.e. What do you think they would say? Sure, we accept liability? That is why they are paying their legal team). Jeness P**** even said "They don't give us the name of their insurance company." practically saying she is unable to get what needs to be a legally required thing and as a result of this incompetence will have to put the blame on me. Unbelievable! Unprofesional! What is so sad and ironic is that I have been a Progressive Customer for more than 10 years and I have a very low number of tiny incidents on my record. So the fact that my integrity is questioned because I complained to BBB about Progressive's incompetence is just unbelievable. 

Progressive says my BBB claim has no merit. Well, proof is in the pudding. My car is still not with me and it's been more than 2 months. Progressive is my insurance company and the first time I had to make a claim in years I have to wait 2 months and spend countless hours of my own time to manage the claim. And I still don't have my car. After 2 months. Enough said.  

 

9/24/2015 Problems with Product/Service
9/24/2015 Problems with Product/Service
9/23/2015 Problems with Product/Service
9/23/2015 Billing/Collection Issues | Complaint Details Unavailable
9/23/2015 Billing/Collection Issues
9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In either July or August 2013 I cancelled my auto insurance with Progressive. When I initially started service with Progressive, I was told that if I used the vehicle plug-in device that it would lower my premium below what I was paying ***** ****. I started a policy with Progressive; however, after the plug-in device use was over, even though my driving habits were good, never had a ticket or accident in my 44 years of driving, my premium was NOT lower than what I was paying with ***** ****. I was paying $104 per month with ***** **** for auto AND rental insurance versus the $124.32 for just auto with Progressive. I called and cancelled my policy and went back to ***** ****. Despite notification, Progressive billed me for service the month after notification.

Desired Settlement: (1) I would like collection activity for the $124.32 that I was billed for service that they did not provide to cease; (2) I would like it to be removed from the collection agency or agencies so they stop harassing me; AND(3) I want this removed from my credit report immediately.

Consumer Response: I don't have any information relative to this policy since it has been well over two years.  I checked my credit report and was shocked that Progressive had this placed on my credit report.  It was a policy that was purchased ONLINE when I lived in *************  You should have it under my driver's license number which was ********.  My date of birth is ******* *** ****.  I am in the process of obtaining a three bureau credit report; however, submitting that via email with my social security number and other personal information goes against my better judgment.  The last four of my social are **** is you can do a search based on that ...  

Business Response: July 21, 2015

Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ******* ******
Policy Number: **********
Policy Type: Personal Auto
NAIC Code: ********1
Company Name: Progressive Advanced Insurance Company

*** *******,

I’m writing in reply to your letter dated July 13, 2015. I appreciate the opportunity to clarify the situation.

I’ve included a billing summary and a detailed transaction history for *** ******’s policy. I’ve highlighted the payments we received. *** ****** never made her
July 2013 payment, which is the amount she currently owes. If *** ****** obtained insurance elsewhere prior to August 15, 2013, she can submit it and we’ll be happy to review and make any necessary changes.

$ 758.00 Original policy premium
$- 24.00 Credit (due to policy change)
$ 20.00 Installment fee
$ 754.00 Total premium
$- 629.68 Amount paid
$ 124.32 Amount owed Progressive

I’m sorry for any confusion this may have caused. If you have any questions, please call me at 1-440-620-6940.

Sincerely,

Jeff P*****

Jeff P*****
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




 

9/22/2015 Problems with Product/Service | Complaint Details Unavailable
9/21/2015 Problems with Product/Service | Complaint Details Unavailable
9/21/2015 Problems with Product/Service | Complaint Details Unavailable
9/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my Progressive Auto Policy since I transferred my lease to another person. I had no choice but cancel it. After cancelling it, I received the email below from progressive: ==================== START OF EMAIL ============ > Your policy was canceled at your request > > Please note that you no longer have insurance with us, effective 08/05/2015. > > Your policy was canceled at your request. We're sorry that you're no longer with us and hope that you'll reconsider us in the future. Please see your payment summary below for more information. If you previously scheduled a payment, we've canceled that payment. > > Total amount due*: $458.88 > Total amount paid: $458.88 > Balance due: $.00 > *Total includes premium and fees, if applicable > > It's important that you get insurance as soon as possible. If you have questions about your cancellation, or would like to learn how to keep this policy or purchase a new one, call 1-800-776-4737 and press 0, or visit us online. > > ***** ***** > Customer Since 2014 > Auto Policy ********** > View Policy / Report Claim / Contact Us / Make Payment > > Policy underwritten by Progressive Direct Insurance Company > > Progressive Direct Insurance Company > 6300 Wilson Mills Rd,? Mayfield Village,? OH 44143 ====================================END OF EMAIL========= I called a customer care representative to explain me where $458.88 is coming from. She told me on the phone that "I paid all the fees that are due, so I don't need to worry". After insisting on the breakdown of this, she told me there's $50 cancellation fee. I replied to that email saying that I dispute the charge and demand $50 refunded to me. Progressive mentioned that it was in the contract that I signed. I also can confidently state that, nobody mentioned that to me while they were walking me through my policy when I bought it. When I deal with a large company like Progressive, I trust their terms being reasonable and do not go through all the pages of the agreement. This is to save time and I believe most of the people do the same due to time constraints they have. I understand by putting it to the agreement, making me sign it, progressive ensures that $50 is legal. I cannot dispute that. But I also believe the transparency of this payment is consciously hidden from the consumer. Neither the agent told me, nor it is mentioned in the email. The email actually tells me that I paid all my dues, giving the impression that "we're only charging for the prorated insurance and nothing else". I only got to know it when I insisted on the details of this charge. Even then it was not easy to get itemized breakdown of the bill. Same experience is reflected on the web by other consumers. Just do a search by "progressive hidden fees". It is good to know I am not the only one. I have never experienced this with ***** or any other insurance company I worked with before. I replied to customer services last email. No response given to me. I am being ignored at this point.

Desired Settlement: I demand $50 hidden cancellation fee to be refunded to me.

Business Response: August 24, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ***** *****
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: United Financial Casualty Company


*** *******, 

I’m writing in reply to your letter dated August 16, 2015. 

I understand the *** ***** disagrees with the $50 Cancellation fee charged on his policy. As we have previously advised *** *****, this fee was disclosed on the Application of Insurance and the Coverage Summary pages that were sent to him. This fee is charged when a customer requests cancellation of the policy or the policy cancels for non-payment. If a customer moves out of the country or out of state, the Cancellation fee would not apply. 

I reviewed *** *****’s call requesting cancellation, and noted that he advised he no longer had the vehicle and was moving to New York. Based on this information, the policy should have been canceled using the move out of state reason. I have requested that an additional cancel be processed on the policy. This will take a few days to process. Once this is complete, we will refund *** ***** the $50 Cancellation fee.  

I’m sorry for any frustration this caused *** *****. If you have any questions, please call me at 1-440-********.

Sincerely, 
Janeen H******
Janeen H******
Consumer Relations Specialist

Consumer Response: Progressive agreed to pay $50 back to me.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

If payment is not made on time, this case should be reopened.

Regards,

***** *****


Business Response: September 17, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ***** *****
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: United Financial Casualty Company


*** *******, 

I’m writing in reply to your follow up letter dated September 15, 2015. 

The $50 refund was refunded directly back to *** *****’s bank account. We sent this to his bank account in two separate transactions on August 26, 2015. The transaction amounts were $27.70 and $22.30.

If you have any questions, please call me at 1-440*********.

Sincerely, 

Janeen H******

Janeen H******
Consumer Relations Specialist

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

Regards,

***** *****

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9/16/2015 Billing/Collection Issues
9/16/2015 Problems with Product/Service | Complaint Details Unavailable
9/15/2015 Billing/Collection Issues | Complaint Details Unavailable
9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HELLO, ON MARCH 08, 2015, I WENT OUSIDE TO DISCOVER MY CAR WAS IN AN ACCIDENT. THE POLICE WERE CALLED AND LEFT A NOTE UNDER THE WIPER TO LET ME KNOW THEY HAD THE OTHER PARTY. MY CAR WAS PARKED AND THE DRIVER WAS DRUNK AND HIT IT.I NOTIFIED PROGRESSIVE ABOUT THE ACCIDENT AND THEY TOLD ME TO PICK A SPOT TO FIX I. WELL I PICKED **** ***** ********* TO REPAIR THE DAMAGES. THE VALUE OF THE CAR IS $13,500.00 DOLLARS. THE REPAIRS COST $8,500.00 DOLLARS. **** ***** REPAIRED THE DAMAGES AND I GOT THE CAR BACK ONLY TO DISCOVER THAT THE CAR WAS RIDING DIFFERENT. I CALL THE INSURANCE AND TOLD THEM THE CAR WAS NOT FIXED PROPERLY.PROGRESSIVE TOLD ME TO RETURN THE CAR TO THE SHOP ONLY TO FOUND OUT ONCE THE LEFT SIDE GOT HIT, IT AFFECTED THE RIGHT SIDE, THAT WAS IN APRIL, **** ***** TOLD ME THE CAR NEEDED A WHEEL ALIGNMENT, SO THEY REPAIRED THE CAR AND GAVE IT BACK TO ME. JUNE 26, 2015, GOING TO MY DOCTOR IN *********** *** I NOTICED THE CAR WAS STILL DRIVING OFF BALANCE. SO, ON JUNE, 27TH, I CALLED PROGRESSIVE AND TOLD THEM THAT THE CAR WAS NOT RIDING WELL AND I FEARED FOR MY LIFE ON THE ROAD AND WHY THEY JUST DON'T TOTAL THE CAR OUT! SO **** ***** CALL ME AND TOLD ME TO BRING THE CAR TO THEM AND THEY WILL CHECK IT, **** ***** TOLD ME THEY RAN A DIAGNOSTIC TEST AND SAID IT WAS THE SUSPENSION SO THEY ORDERED THE PART, COME TO FIND OU, IT IS THE WRONG PART. SO THEY TOLD ME TO COME GET THE CAR AND WHEN THE RIGHT PART COME IN THEY WILL FIX THE CAR. ON JUNE 30TH, THEY TOLD ME TO BRING THE CAR IN, IN SPEAKING WITH THE GUY WORKING ON MY CAR, I ASKED HIM WHAT IS WRONG WITH THE CAR AND HE TOLD ME, HE DON'T REALLY KNOW, SO I SAID I FEEL LIKE I AM RIDING UNSAFE KNOWING THAT! NOW WHAT IF SOMETHING ELSE GOES WRONG, ARE YOU JUST GONNA KEEP FIXING THE CAR, BECAUSE IT SEEMS THAT IS WHERE WE ARE. THE IS GETTING A REAR SUSPENSION AND A WHEEL ALIGNMENT, BECAUSE THE RIGHT TIRE WAS STICKING OUT, EVEN THO THE CAR GOT HIT ON THE LEFT.

Desired Settlement: TO BE GIVEN A NEW VEHICLE, BECAUSE THIS VEHICLE HAS BEEN GREATLY DAMAGED AND I FEAR FOR MY LIFE RIDING IT, ESPECIALLY, ON THE HIGHWAY, EVEN MORE SD NOW, AFTER THE REPAIRMAN TOLD ME HE DOESN'T KNOW WHAT IS ACTUALLY WRONG WITH THE CAR.

Business Response: July 8, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115 
Attn: ***** *******

Re: File Number: ********
Customer Name: ****** *******
Claim Number: **********
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Garden State Insurance Company 


*** *******,

I’m writing in response to your letter dated July 2, 2015. I appreciate the opportunity to respond to *** *******’ concerns about her recent claim.

We have contacted *** ******* and are working with her to address and rectify her concerns with the repair work completed to her **** ******** ***. To date, the repair estimate for *** *******’s vehicle totals $6,639.86. According to *** *******’ estimate, her vehicle is worth approximately $13,500 and is not close to being a total loss at this time. **** ***** *********, *** ******’s shop of choice for her repairs, and us provide a guarantee for the repair work that is completed and we look forward to addressing all of *** *******’s concerns. As of July 2, 2015, all necessary repairs to the vehicle have been completed and the vehicle was delivered back to *** *******.
      
I’m sorry for the inconvenience *** ******* incurred.

If you have any questions, please call me at 1-************.

Sincerely,

Scott W*******

Scott W*******
Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** ******* I REJECT THIS DECISION, BECAUSE, FOR ONE, I NEVER SPOKE TO THIS GENTLEMAN NAMED SCOTT. I HAVE BEEN DEALING WITH A GUY NAMED CHRIS AND HE IS THE PROGRESSIVE MANAGER, TELEPHONE NUMBER IS (**** ********. HE SPOKE TO ME TODAY, 07/08/2015 AND TOLD ME THAT HE WAS GOING TO DO A REINSPECTION OF THE CAR. SO I AM WAITING FOR CHRIS TO GET BACK IN TOUCH WITH ME TO DO THE REINSPECTION. THANK YOU FOR YOUR TIME AND PATIENCE IN THIS MATTER.




 

Business Response:

July 21, 2015

 

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115

Attn: ***** *******

 

Re: File Number: ********

Customer Name: ****** *******

Claim Number: **********

Policy Number: *********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Garden State Insurance Company

 

 

*** *******,

 

I’m writing in response to your follow up letter dated July 14, 2015.

 

As stated in my original response, we are working with *** ******* to address and rectify her concerns with the repair work completed to her **** ******** ***. As of our last conversation with *** *******, we had offered to pay for a safety check of her vehicle at the shop of her choice. We are waiting to hear back from her regarding this, as she wanted to speak with her fiancé before committing to a safety inspection.

 

In response to *** *******’ other concern, Chris ** S***** is the manager for this territory and is *** *******’ primary point of contact for resolution of this claim. I, as well as Mr. ** S******* direct manager, will continue to oversee the resolution of the claim and will remain available for any questions or concerns. I reached out to *** ******* this morning to explain my role and how I can be of assistance in resolving her claim concerns.

If you have any questions, please feel free to call me at 1-************.

 

Sincerely,

 

Scott W*******

 

Scott W*******

Claims Manager 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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




 

9/11/2015 Problems with Product/Service
9/11/2015 Billing/Collection Issues
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in an automobile accident on 7-23-15 with an insured of progressive insurance. I received a call from a representative named Erica S**** from the company to obtain a statement and was told an investigation would be done after talking to their insured because they had not made contact. Was advised by Erica to call if i had to go to emergency. I went to the emergency room 7-25-15 due to a swollen hand my hand and arm going numb and not being able to shake it off and neck pain. I called and advised Erica I had gone to the emergency room. Later I received a vm from her stating liability is still pending she will still open the claim and someone would contact me. I hadn't heard anything by Tuesday so i called and she was out. On Wednesday I called back message said she was out but press a number and I will be assisted. It was then I was told I have a nnew adjustor on my claim named Renee M*******. I was then transferred to her cm and left a message. On Wednesday 7-29-15 I received a call from Renee with progressive who advised the investigation was complete and they would accept 75% of the fault due to the pictures of the car with where the damages were. I disagreed with the findings and asked to dispute them as well as have someone come out to the scene to get a better. She explained she would look it over with her supervisor and call back the next day. I called back to progressive Thursday 7-30-15 to talk to someone in the corporate office and was told I needed to speak to a supervisor first and see if they can handle the situation. I spoke with Mark at progressive insurance and explained to him I disagreed with the decision just based off of pictures and where their insured was hit and I wanted to dispute the findings. Mark began to argue with me that his insured was completely stopped at the stop sign and I should have been paying attention to my surrounding he and I are engaged in an heated argument over who was right or wrong. We could not have a civilized conversation because he continuities argue and yell. At this point I completely lost it and told him off because I wanted I'm to understand I was hurt during this accident no one kept me updated and I had to constantly call in for information on my claim. I asked to speak to a supervisor above him I not longer wanted to speak with him he refused and said he can have someone call me back later I still disagreed this by far was the worst customer service I have had in my life be expressed no empathy in all the things that had been going on with me nor the amount of stress I was under due to this accident.

Desired Settlement: I would honestly like for him to be demoted and be rental trained or fired. I would also like something to be done about the time I spent on the phone making calls and checking on the claim. As well as the company to pay for a rental car until I am able to find a replacement since my car was totaled.

Business Response: August 10, 2015

Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
File Name: ***** ******
Claim Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Specialty Insurance Company


*** *******,

I’m responding to your letter dated August 4, 2015. Thank you for the opportunity to clarify the situation.

I am in receipt of *** ******’s concerns regarding her experience with us resulting from the automobile accident occurring on July 23, 2015.  I had the sincere pleasure to both speak and meet with *** ****** on July 30, 2015. I apologized both over the phone and again in person for not only her involvement in the automobile accident but also for the customer service shortfalls that she experienced. I gathered very specific and direct feedback so as to appropriately coach the appropriate employees in hopes that these issues are not repeated.

*** ******’s bodily injury claim was resolved during our meeting of July 30, 2015.  We discussed the liability decision of 80 percent adverse our customer, ***** *********. I reduced *** ******’s portion of responsibility from 20 percent to 15 percent. All the property damage handling is being thus far taken care of by      *** ******’s automobile insurance carrier. We are awaiting her carrier’s subrogation demand to resolve her property damage claim; however, we did make an upfront reimbursement to *** ****** of 85 percent of her $500 deductible ($400) on       July 30, 2015,  in order to avoid causing her any further inconvenience.

I’m sorry that *** ****** experienced any additional hassles in what is already a very stressful situation. She’s been provided my direct contact information should anything else arise where she would need to contact me. If you have any questions, please call me at **************.
Sincerely,

Debra B****

Debra B****
Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Nothing in the response indicates any disciplinary actions on the way the supervisor yelled and argued with me or it does not indicate that they can do better as a business. He acted very irrationally and one sided he was very cold and ignorant he should not be employed in a business where he interacts with the public.Also there was no mention on if the rental car would be paid for until I can find a replacement. I am very disappointed with the business 

Regards,

***** ******




 

Business Response:

 

September 2, 2015

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

Attn: ***** *******

Re: File Number: ********

File Name: ***** ******

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Specialty Insurance Company

*** *******,

I am in receipt of *** ******’s follow up request regarding her experience with our claims representative from the automobile accident occurring on July 23, 2015. As I indicated previously, I gathered very specific and direct feedback from *** ****** regarding her concerns so as to appropriately coach our employee. I’m unable to comment with specific details regarding any type of disciplinary action as this is considered a confidential employee matter. I can assure you that customer service is a top priority for us.

At this time, we’re still not in receipt of any subrogation demand. No documentation has been provided for our review. Upon receipt of such demand, we are willing to pay our portion of a reasonable rental expense.

Should you have any further questions or concerns, please do not hesitate to contact me. I can be reached at **************.

Sincerely,

Debra B****

Debra B****

Claims Manager

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9/2/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: Have been with Progressive for over 5 years with no accidents no tickets and was told they raised my rates because have been so many claims in the state I live in. They are punishing the good drivers for the bad ones and when you try to call and get help their agents have a I don't care attitude. If I have to pay a higher rate it will be with another company.

Desired Settlement: my rates brought back down to their original rate

Business Response: Enclosed please find a response for file # ********

9/1/2015 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: I filed a claim for damage on my rv. It is a **** *********** ********* ****** **********. The damage I am claiming involves water damage to the side of my rv. The rv has bubbles in the fiberglass sides. I talked to an rv buisness and they informed me this can only occure when there has been water sepage in the sidewalls.There was no damage to the interior so I assumed that the damage was a defect in manufacturing until I talked to a RV repair facility. The insurance company refuses to pay for the damage even though I have had full coverage on the RV. Why am I paying for a service and not getting what I paid for. The way the RV is now I can not even sell it because of the damages and if I could it would be at a significantly reduced amout. Half of its true value. Thank You, ***** ** ******

Desired Settlement: I would like my rv repaired to correct the effects of the water damage.

Business Response:

*** *******,

Attached is our response.

Thank you,

Rose S********

Consumer Relations Specialist

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

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8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I lost $1,000.00 of my deductible collision auto insurance.

Desired Settlement: please read the following letter sent to Progressive Insurance Company. It accurately describes the circumstances pertain to my accident. I am writing to you about an accident I had with another vehicle on June 18, 2015. The accident occurred in ********** **. The Progressive claim number is: **********. My initial conversations were with *** Frank M**** from your claims department. I explained to Mr. M**** that this accident was in no way my fault. I further informed him that the other party involved was arrested at the accident sight for DUI. It is my understanding that when both parties have the same insurance company, that any deductible would be waived. He assured me that this is what would happen. Despite what I told him, I was informed 1-½ months after the accident that I would be found at fault! It is well beyond my comprehension how I could be found at fault when the other party was arrested for DUI. Further, the adjuster now tells me that my deductible will not be waived! These should be moot points, as this claim should have gone on the other parties insurance policy, not mine. I am giving you a description of the accident for your perusal, as well as a diagram of the accident site. It was approximately 11pm at night, and the weather had just stopped raining. I had pulled into the motel parking lot and approached the hotel awning. Because I was pulling my 16ft trailer, I became concerned about the height of the awning. My truck and trailer were approximately 40ft in length. . I checked my rearview mirror for any other vehicles. There were none. I therefore backed up, and proceeded to my left to park. That is when my left bumper was struck by the other party. This was quite a shock, as I had checked my mirrors. The other vehicle stopped about 50ft forward from my truck. The other party either did not see my truck (which is black), or was traveling at a high rate of speed into the parking lot…thus stopping 50ft away from where he hit me. It should be noted that the other party was begging me, and offering me cash, not to call the police, because by his own admission, he was drunk! How progressive has determined that this accident was my fault is absolutely ridiculous! I am demanding that your company reconsider the facts, and rightfully find fault with the other party. This claim should not be on my policy! Furthermore, I should be reimbursed for my $1,000.00 deductible. The initial decision of Progressive is ludicrous and could affect my insurance rates and driving record for the next 3 years. This would be a total miscarriage of justice! I have filed a complaint with the *** Department of Financial Services. A copy of the ********* Police Department narrative report has been included with this complaint. Hopefully, they will contact you. I will also be filing complaints with a website called Insurance Complaint, as well as a website called Consumer Complaints List. Although Progressive is not rated with the BBB, which I find as no surprise, I will be filing a complaint with them also. It is my intention to have Progressive change their decision to one that one that treats the consumer with the respect and fairness they deserve. You have my assurance that I will continue to do this until I receive the correct decision from the Progressive Insurance Company. Sincerely Yours, *** **** ********

Business Response:  August 26, 2015

 

Better Business Bureau, Inc.

2800 Euclid Ave, 4th floor

Cleveland, Ohio 44115-2408

Attn: ***** *******

 

Re: File Number: ********

File Name: **** ********

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Specialty Insurance Company

 

*** *******,

 

I’m writing in reply to your letter dated August 19, 2015.

 

On June 20, 2015, both drivers involved reported this claim to us. *** ******** reported that he was in the process of entering the main travel isle of the parking lot of the ******* *** in ********** ************, when the left front of his vehicle was struck by the other vehicle involved in the accident. This vehicle was traveling west in the parking lot. We assigned the claim to Claims Representative Kathryn D***** of our ***** ************ office for handling.

 

As part of her liability investigation, Ms. D***** contacted *** ******** and explained the claims process as well as the steps she would take to investigate liability and determine who was responsible for the accident. Ms. D***** explained that the law of modified comparative negligence governs ************ automobile accidents and that she would need to complete a thorough investigation to determine what if any percentage of liability would rest with either party. *** ******** expressed his expectation that liability would rest solely with the other driver due to their arrest after the accident. Ms. D***** confirmed *** ********’s version of the accident and set up an inspection of his vehicle. She also explained that she would need to speak with the other driver, contact the Hotel Manager to see if their security camera captured the accident, and obtain a copy of the police report prior to finalizing liability.

 

The other driver involved in the accident is also insured with us and reported that he was traveling west in the main travel isle when he was struck by *** ********’s vehicle, which was attempting to enter the travel isle. We assigned this customer’s claim to

Claims Representative Frank M**** in our ********* *** **** office for handling.

 

Mr. M**** contacted *** ******** to introduce himself and update him on the steps he would take to finalize liability. Mr. M**** explained that once we finalized liability he should be in a position to finalize what portion of his deductible would be returned.

 

Below are the investigative tasks completed to determine liability:

 

  • We obtained statements from both drivers.

  • We inspected both vehicles involved in the accident.

  • We reviewed photos provided by both parties.

  • We reviewed aerial photos of the accident scene from Google Map.

  • We reviewed the police accident report.

  • We confirmed with the general manager of the ******* *** that their security camera did not capture the accident.

 

Mr. M**** finalized his liability position on July 15, 2015, utilizing each driver’s statement, the points of impact to each vehicle, photos supplied by each party, and the police report. He also reviewed aerial photos of the accident location available on Google Maps. After reviewing the available information, the investigation confirmed that the other vehicle involved in the accident was traveling west in the main travel isle of the parking lot when it was impacted in the right rear quarter panel by *** ********’s truck. Mr. M**** found that the physical evidence, which included and inspection of both vehicles, confirmed that *** ********’s vehicle was the striking vehicle and the proximate cause of the accident.

Mr. M**** decided that responsibility for the accident would rest with *** ******** for driver inattention and failure to yield the right of way.

 

We explained our liability decision to *** ******** and advised that the other driver’s arrest did not appear to contribute to the accident because the points of impact to the vehicles confirmed that *** ******** pulled forward to enter the travel isle causing the accident.

Mr. M**** explained to *** ******** that he would be unable to reimburse his deductible because we found him more than 50 percent responsible for this accident.

 

************ negligence law 7201 outlines that if a party holds greater negligence than the other party involved in the accident, they are unable to recover from that party.

*** ********’s policy with us only waives Collision deductibles if you are involved in an accident with another one of our customers and the applicable deductible is $250 or less, which is outlined on page 39 of his policy.

 

I’m sorry for any frustration *** ******** has experienced. If you have questions, please call me at 1-************.

 

Sincerely,

 

Louie *. C*******

 

Louie ** C*******

Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




 

8/29/2015 Problems with Product/Service | Complaint Details Unavailable
8/28/2015 Problems with Product/Service | Complaint Details Unavailable
8/26/2015 Problems with Product/Service | Complaint Details Unavailable
8/26/2015 Problems with Product/Service
8/26/2015 Problems with Product/Service
8/26/2015 Billing/Collection Issues | Complaint Details Unavailable
8/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I really had a very awful and terrible experience with Derek. Please find below his information and my email to him. would greatly appreciate if someone investigate this further.thanks, *** Derek I****Claims GeneralistPhone: ************Fax: *****************************************Derek, For the past few weeks I have had the opportunity to listen to you and be limited on speaking about my accident. I wish I had something better to share with you, unfortunately I don't. I don't know how you got your job and what kind of qualifications you have to DESERVE TO SPEAK WITH PE CUSTOMERS, but you have no people skills and have been extremely unpleasant to listen and speak to. Most of the time, you never allowed me to speak with you and interrupted me and told me that I just listen to you and not to speak as you have no time and must attend to other customers. When I asked you to speak with your supervisor, you avoided me and just kept talking! Sorry that I had to HANG UP ON YOU on your last call about a few minutes ago. But, I couldn't take it anymore to stay focus and listening to you and have not the right to speak! Don't call me anymore and best of luck to you! Thanks,*** *********

Desired Settlement: please listen to the recorded messages and take appropriate actions so Derek won't be in direct contact with customers as he has no social and people skills. thank you, ***

Business Response:

 

 

August 3, 2015

 

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

Attn: ***** *******

 

Re: File Number: ********

Customer Name: *** *********

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Direct Insurance Company

 

*** *******,

 

I am writing in reply to your inquiry dated, July 27, 2015. Thank you for the opportunity to clarify the matter.

 

The complaint arises from an accident that occurred on July 8, 2015, involving *** *** *********, while he was using our customer, *** **** **********s, vehicle. *** *********’s complaint states he is unhappy with the service provided by our claims representative and wanted his claim further investigated. After this complaint was received, I directed Claims Supervisor Matt C***** to follow up directly with *** and **** ********* regarding their concerns. Matt attempted to reach both parties by phone and / or email on July 24, 2015, July 27, 2015, July 29, 2015 and July 31, 2015, with no success.

 

We have determined that the claimant driver, ******* *****, is at fault for the accident. Based on our decision, we’ve denied liability for any damages incurred by *** *****. Unfortunately the policy purchased by Mr. **** ********* doesn’t provide Collision coverage to repair the **** ******. We have assisted as much as possible with reporting the claim to both ******* ******, *** *********’s insurance company, and ********, *** *****’s insurance company. We’ve made both aware of our investigation and liability decision.

 

At this time we’ve closed our claim because there is no Collision coverage available for damages to Mr. **** *********’s **** ******. We will continue to try and contact *** and **** ********* to resolve their concerns and provide any assistance in handling their claim with the other carriers involved.

 

I’m sorry for any inconvenience that Mr. Parsipour has experienced and if you have any questions please call me at 1-************.

 

Sincerely,

 

Julie C*******

 

Julie C*******

Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

From: *** ********* *******************
Date: Fri, Aug 7, 2015 at 12:40 PM
Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #********.
To: ***** ******* *************************


Good Afternoon *****,

I greatly appreciate your efforts to resolve this issue. I read the attachment to the email that you sent me. Ms. Julie C******* letter to the BBB states the facts and I have no issues with it in ref to their decision.

However, my complaint was in reference to the service that I received from  Derek I****, Claims Generalist. Derek was unprofessional, interruptive and bullying during his calls with me in reference to this accident claim.  In fact, speaking with Stacy A***** Senior Customer Claims Representative with ******* ****** ********** who is currently handling this accident case now, she stated that when she contacted Progressive Insurance to request information on the case she was hug up on by another progressive representatives. One will expect a much better, professional and curtious service from a reputable insurance company of course! I have never seen anything like it! Progressive needs to revisit their services and make adjustments as needed to serve the people but not to bully them! 

Thank you again,
***


Regards,

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




 

Business Response:

August 17, 201

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

Attn: ***** *******

 

Re: File Number: ********

Customer Name: *** *********

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Direct Insurance Company

 

 

*** *******,

 

I am writing in reply to your inquiry dated August 11, 2015. I have reviewed the additional concerns and able to provide you with the following information.

 

On July 31, 2015, Matt C***** was able to reach *** ********* and discuss his concerns and apologize for any service failures and frustration. We provided feedback to our claims representative. It’s never our intent to upset our customers.

 

Derek is currently in the process of working with ******* ****** to ensure the proper handling of *** *********’s claim. He also provided our policy coverages and language per their request.

 

If you have any additional questions or concerns, please call me at 1-************.

 

Sincerely,

 

Julie C*******

 

Julie C*******

Claims Manager

8/22/2015 Problems with Product/Service
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8/21/2015 Problems with Product/Service
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8/20/2015 Billing/Collection Issues | Complaint Details Unavailable
8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/3/2015 I purchased car insurance for both of my vehicles through the 1-800 # for Progressive Insurance.I purchased a 6 month policy for 553.00 and paid it in full. I listed that there were 6 people total in the house, I didn't add my 2 sons to the policy because they rarely drive the cars I usually drive them around anywhere they need to go. I didn't exclude any of them either because just in case there was an emergency and they needed to use the car I wanted them to be covered. On Junes 6 early in the morning I gave my son permission to take the car to work because I got home from work at 4am in the morning and I didn't want to drive him to work tired. That morning he got into a small fender bender with another vehicle. The insurance agent Lori * O***** contacted me on the 8th I explained to her what my son told me and asked her to call my son about the details.She spoke to my son while he was at work and he explained the whole accident to her. Lori than called me and told me she would call me back with an update. on July 7th I get an email from progressive with a rescission notice stating that my policy was rescended on the day it was purchased in April. They basically were trying to say I was never covered for an insurance policy that i paid in full. They are trying to say that i withheld information and that it voids the policy. I have never told them a lie I told them the truth about everything now I am stuck with no insurance and no notice that my cars didnt have insurance. I was driving my cars around not knowing that they had voided my policy. they finally refunded my money but please don't let this happen to someone else. I no longer ever want to have anything to do with this shady company. I just want to make sure someone else doesn't have to go through with this nonsense. Thank You very much for your help Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) They need to be held responsible for their actions. I know I got my money back but its my reputation that is at stake. I need to make sure that if legal action is taken against me or my son that I am not the one to have to pay. I had insurance at the time and the accident should be covered.That is the reason we get insurance in the first place.

Business Response: 6300 Wilson Mills Road **** 
Mayfield Village, OH 44143 
Fax: 1-************ 
complaintfile@progressive.com 


July 22, 2015 

Better Business Bureau 
2800 Euclid Avenue, 4th Floor 
Cleveland, OH 44115-2408 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: ***** ******* 
Claim Number: ********** 
Policy Number: ********* 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Universal Insurance Company 

*** *******, 

I’m writing in reply to your letter dated July 13, 2015. I appreciate the opportunity 
to clarify the situation. 

On April 3, 2015, ***** ******* obtained a policy with us. The only driver she listed 
on the policy at that time was herself. The Application for Insurance that 
*** ******* signed reads: “You, your spouse, and all resident relatives 15 years of 
age or older, all regular drivers of the vehicles described in this application, and all 
children who live away from home who drive these vehicles, even occasionally are 
listed below.” 

The Application for Insurance also indicates: “I declare that the statements 
contained herein are true to the best of my knowledge and belief and do agree to 
pay any surcharges applicable under the Company rules which are necessitated by 
inaccurate statements. I declare that no persons other than those listed in this 
application regularly operate the vehicle(s) described in this application. I 
understand that this policy may be rescinded and declared void if it has been in 
effect for less than one (1) year or one (1) policy term, whichever is less, if this 
application contains any false information or if any of the information that would 
alter the Company’s exposure is omitted or misrepresented.” 

A claim was reported to us on June 8, 2015, in which *** *******’s son, 
****** *******, was operating the insured vehicle. Subsequent statements 
revealed that her son was a resident of her household who occasionally operated 
this vehicle. 

Because *** ******* did not disclose her son on the initial Application for 
Insurance, and the rating of this driver would have resulted in a significantly 
different risk, we rescinded the policy and refunded any premiums that she paid. 
This is in alignment with the statements agreed upon by *** ******* in her 
Application for Insurance. 

I’m sorry for the inconvenience this may have caused *** *******. If you have any 
questions please call me at 1-************. 

Sincerely, 

Timothy B*** 

Timothy B*** 
Claims Manager 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The application was filled out online . I do not recall that the application stated that I must list everyone that lives in the house because if it did I would have listed all 5 of my children . I remember the application asked how many people lived in the house I put that 6 did . I did not lie and falsify any statements and that is the reason they cancelled my insurance. I have read their policy it states that if you knowingly lie or falsify any information that  they can take the policy away after that time but they took the policy away and tried saying that I was never insured at any time with them and that was a false statement . They also sent a letter to me basically saying that I lied about my policy and did not add my son to it on purpose so that's why they cancelled the policy and that was also false . The reason I did not add my son was because I usually drive him to work and school so since he doesn't drive the car I didn't need to add him .  I'm not saying that I didn't sign the policy because I did I just don't recall them ever asking me to list everyone that lives in the house , I don't know if there was a computer glitch or something but that page was never seen by me . I know that if I saw that page I would have listed all of my children since they are all 15 years or older . I just think this is a company trying to find a loophole so that they don't have to cover a claim and that's sad. This is the reason you get insurance but if you use it they try to find a way not to cover your claim . I just want your help so that other people don't have to go through what I am going through . They didn't mind taking my money by now since I filed a claim they want to sweep me under a rug and act like I was never insured in the first place and that is wrong . I got the policy in April and had the accident in June but they cancelled the insurance in the middle of June based on an investigation which consisted of just speaking to me once and speaking to my son once I don't understand how that is considered an investigation and how it justifies them to cancel my insurance from April . I also spoke with the supervisor and the things she said my son said were not true when I confronted her and tried to resolve the issue with her she stated that she believed what her agent said and not what I was saying and that's where the decision came from she was not willing to come with a better solution to resolve the issue .
Regards,

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




 

Business Response:

August 10, 2015

Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ***** *******
Claim Number: **********
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********

Company Name: Progressive Universal Insurance Company

*** *******,

I’m writing in reply to your follow up inquiry dated August 3, 2015.

I have enclosed a copy of the electronic application signed by *** *******, which explicitly states “all regular drivers of the vehicles described in this application, and all children who live away from home who drive these vehicles, even occasionally, are listed below.”

On June 3, 2015, ****** ******* was driving the policy vehicle when he was involved in a loss. During our claims investigation, both *** ******* and her son, ******, told us that ****** occasionally drives the policy vehicle. This further supports that he is an occasional driver and represents an underwriting risk.

If *** ******* had listed ****** as a driver on her policy, the policy rate would have increased by 64.6 percent. As such, failure to list ****** on the Application for Insurance represents a material misrepresentation at the time of the application. For this reason, we rescinded the policy and declared it void back to inception, April 3, 2015.

If I can be of further assistance, please call me at 1-************.

Sincerely,
Timothy B***
Timothy B***
Claims Manager
6300 Wilson Mills Road ****
Mayfield Village, OH 44143
Fax: 1-************

8/19/2015 Problems with Product/Service
8/19/2015 Problems with Product/Service
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8/18/2015 Problems with Product/Service | Complaint Details Unavailable
8/18/2015 Problems with Product/Service | Complaint Details Unavailable
8/18/2015 Problems with Product/Service
8/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my insurance policy with Progressive. I was supposed to receive a refund for the prorated amount of my insurance that had already been paid. I was told that my refund would go back onto the debit card I had used to make my payments. I made sure to ask how I would get it back.. After 10 of not receiving my refund, I called to ask about it. I was told that it was sent to a closed bank account because that was what they had on file on my account. I haven't used that particular bank since November of 2013 due to them making me pay for u authorized charges on my account. I asked to speak to a supervisor whom told me there was nothing they could do about their representative giving me the wrong information and that I basically would just lose the refund that I was supposed to get.

Desired Settlement: I just want the refund that I was told I would receive. It wasn't my fault the representative gave the wrong information. This company should have to do what they say they will do.

Business Response:

 

 

August 7, 2015

 

 

Better Business Bureau

2800 Euclid Avenue - 4th floor

Cleveland, OH 44115

Attn: ***** *******

 

Re: File Number: ********

Customer Name: ******* *******

Policy Number: ********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Northwestern Insurance Company

 

 

*** *******,

 

I'm writing in reply to your email dated August 4, 2015.

 

Ms. Shirley canceled her policy effective July 20, 2015, therefore; on July 23, 2015, we issued her a $64.09 refund to her Electronic Funds Transfer (EFT) account number that is currently listed on her policy. Even though *** *******’s last method of payment was a credit card, policies on the EFT method of payment are programmed to issue refunds to the EFT bank account on file.

 

If *** *******’s EFT account is closed, she must contact the financial institution to obtain the refund directly from them.

 

I’m sorry for the misinformation we provided to *** ******* regarding the refund method. If you have any questions, please contact me at 1*************.

 

Sincerely,

 

Lisa F******

 

Lisa F******

Consumer Relations Specialist

 

8/11/2015 Problems with Product/Service
8/11/2015 Problems with Product/Service | Complaint Details Unavailable
8/11/2015 Problems with Product/Service | Complaint Details Unavailable
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8/11/2015 Billing/Collection Issues
8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was damaged in a wreck when someone else was at fault. The incident occurred last year in March 2014 but it's taken a long time to settle due to the involvement of two different insurance companies. I was hurt but I guess that doesn't matter to them as well. I'm the victim which the car that caused the damage to my car which has progressive as their insurance only wants to pay 40% of the damage that was done to my car which is only $281.32 for the damage of my car. I have not cash the check due to that not being fair and the letter that sent me stated it was a arbitration ruling. Progressive wants only to pay that amount when the person covered under their insurance caused the wreck. The other insurance for another vehicle involved is covered under ******* ********* **** *** **** ********* **** *****. My hood, windshield and side mirror was damaged and I know it cost more then that to fix but Progressive doesn't want to pay for it and I should have a right to take my car to another place to be looked at. They had me to drive my car to their place to be looked at and a women didn't even look underneath the car just looked at it. I want them to pay for my damages. The person that is insured by Progressive Insurance is ********* ********. Thank you.

Desired Settlement: Refund me what my car is worth to fix it.

Business Response:

July 27, 2015

Better Business Bureau, Inc.

2800 Euclid Ave, 4th floor

Cleveland, Ohio 44115-2408

Attn: ***** *******

 

Re: File Number: ********

File Name: ***** *****

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive County Mutual Insurance Company

 

 

*** *******,

 

I’m writing in reply to your letter dated July 20, 2015.

 

The accident mentioned by *** ***** in her complaint involved three vehicles, one driven by our customer, ********* ********, one driven by **** ****** and the other by *** *****. The accident occurred when *** ****** had a blowout, losing control of the vehicle, hitting a guardrail and becoming inoperable causing him to block a lane of travel.

Mr. Gatewood was traveling behind *** ****** and had nowhere to go, or the ability to avoid the vehicle blocking the roadway, hitting Mr. Guerva’s vehicle. The impact between *** ********’s vehicle and *** ******’s vehicle caused debris from the two vehicles to travel to the opposite side of the roadway and hit
*** *****’s vehicle. This caused approximately $703.29 in damages to her vehicle.

We completed a liability investigation and found that *** ****** was the proximate cause of the accident. We assessed a liability decision of 60 percent negligence on the part of *** ****** and 40 percent on the part of *** ******** for the damages sustained to *** *****’s vehicle. When we spoke to *** ***** as part of the claim investigation, she indicated that she felt *** ****** was also at fault for the accident, as his blow out resulted in him losing control of his vehicle.

She also stated that based on the damages to *** ********’s vehicle, she could tell he attempted to swerve to avoid *** ******’s vehicle. Based on the liability decision made, we paid 40 percent of *** *****’s damages, or an amount of $281.32.

We appreciate the opportunity to clarify the situation and are sorry for any confusion. If you have questions, please call me at 1-************.

 

Sincerely,

 

***** ** ****

David ** H***
Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,
***** *****


I have not received any information or response to the matter concerning my car from any one. The check that I did not cash is not enough to cover my car.

 

8/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Poor Customer Service Practices. After reviewing my bank statement I was alerted to the fact that Progressive withdrew an additional almost $258 from my account. After further investigation, I discovered that because they had 'emailed me' and I had not responded, they changed my address back to my previous address. I stated that I had never received the email, and the representative stated 'well we sent it." I do not understand how they did not take the brunt of the responsibility in contacting me prior to increasing my payment to over double my normal monthly payment. Further, when I asked how I would get the money back, and prove my address I was met with several people who were very rude, and several who were did not know what they were doing- as evidenced by the fact that they sent me in circles to wrong departments. I am left with these issues: 1) Progressive should not be changing the status of their policies without ensuring contact with their customers. Sending an email or two is not acceptable. They should be making phone calls, sending physical emails, and making every attempt to contact a person for months prior to changing the policy. 2) The acceptable forms of address are inappropriate for today. It is next to impossible to prove your address unless you own the home you live in. They only accept information that homeowners would have access to. If you are a renter who does not have to pay utilities, you do not have sufficient information. Further, if you live with your parents you will not have that information either. 3) Their customer service is very rude, not at all customer friendly. 4) The policy of having to wait 2 weeks before I can get my money back is absolutely ridiculous. They claimed to have "put a hold" on my funds for 12 days before they can release it.

Desired Settlement: I would like the excess withdrawn money refunded into my account.

Business Response: July 14, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115 
Attn: ***** *******

Re: File Number: ********
Customer Name: ******** *****
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Garden State Insurance Company 


*** *******,

I’m writing in response to your letter dated July 13, 2015. I’m happy to address *** *****’ concerns.

When *** ***** purchased her policy on April 7, 2015, she chose to receive her bills and policy documents via email instead of U.S. Mail and received a Paperless Discount on the policy.

On May 22, 2015, we sent *** ***** a letter advising we were unable to verify the address where she keeps her vehicle. In order to maintain the current policy rate, we asked *** ***** to provide a document showing her name and complete address by June 12, 2015. We included a list of documents that we would accept for verification. We sent the letter via email to the address *** ***** provided when she purchased the policy and we did not receive any undeliverable mail on the policy.

Because we did not get a response from *** *****, we updated her policy to reflect the garaging address obtained from the consumer-reporting agency. This change resulted in a $405 increase in her rate. On June 25, 2015, we sent *** ***** a revised Coverage Summary with a letter explaining why her rate increased. We also sent her a revised Payment Schedule confirming the July 7, 2015 withdrawal if $475.43. 

On July 4, 2015, we sent *** ***** a Scheduled Payment Reminder via email letting her know that we will withdraw $475.43 on July 7, 2015.

On July 7, 2015, we withdrew the $475.43 payment as scheduled.

On July 9, 2015, *** ***** called advising she did not have any of the requested documents we requested to confirm her address. As a customer courtesy, we made an accommodation for her and agreed to accept a current W2 form and a letter from her employer’s Human Resource Department confirming her complete address. 

We did not make an error on *** ***** policy. We sent the documents via email, as this was her chosen method of delivery. When we did not get a response from her, we updated the policy to reflect the address obtained from consumer reporting. Once we receive the agreed upon documents confirming *** ***** address, we will update the policy accordingly.  
       
I’m sorry for the inconvenience *** ***** incurred.

If you have any questions, please call me at 1-************. 

Sincerely,

Rose S********

Rose S********
Consumer Relations Specialist


Enclosures

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Let's first address the flaw in Progressive's policy. They require proofs of address as I previously mentioned that would be unattainable to recent college graduates (ie people who's garaging address would have changed from a high premium city to a low premium suburb). Such proofs include tax bills, mortgage statements, homeowners insurance or utility bills. As previously mentioned, these could only be obtained if one owns a home. Given that only 21.5% of people under the age of 25 own homes, and only 33.3% of people between 25 and 29 own homes, this is a large portion of recent college graduate who would be unable to prove their address and be forced to pay a higher premium according to Progressive's policy. Further, 12.4% of recent college graduates are completely unemployed having no W2 or Paystub to prove their residence. That isn't to say the remaining 87.6 would be able to prove it as not all employers include your address on your paystub. Progressive's policy quite obviously targets this age range forcing them to pay higher premiums by making it next to impossible for many graduates to provide appropriate proof of address. I fail to see how any of these more accurately prove someone's address than a combination of their license and car loan statement.

The "courtesy" Progressive claimed to have provided me came with less than a 5 business day window to provide the information. As I explained to the representatives, I was in the process of moving to another home, and it would take time for me to get paperwork from my previous address in order. While I was ultimately able to get some paperwork together for the representatives, I was forced to sit on hold and transfers for several hours, being treated rudely, making this a much more complicated situation than it needed to be.

While I did elect to receive email notifications on my account, this isn't to say Progressive would not have attempted to contact me via other methods in other situations- such as failure to make a payment. Why is it acceptable for them to resort to other methods of communication for various reasons, but not when it would increase my premium- aka when it would increase their profits. Further, why is it acceptable for them to pull a random address off my credit report, especially considering the address on my account is the most recent address on my credit report?

Again, Progressive's policies and customer services shows a severe lack of consideration for their customers. They are rude, and have no problems making alterations to your account to best suit their wishes.

Regards,

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




 

Business Response:

 

July 27, 2015

 

 

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115

Attn: ***** *******

 

Re: File Number: ********

Customer Name: ******** *****

Policy Number: *********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Garden State Insurance Company

 

 

*** *******,

 

I’m writing in response to your follow up letter dated July 21, 2015.

 

Verification of garaging address is an important part of our underwriting process and ensures that we are providing the most accurate rates for our customers. Because the garaging address we obtained from *** *****’ Consumer Report was different from the one listed on the policy, we requested verification of her address. We sent *** ***** a letter on May 22, 2015, asking that she provide a document showing her name and complete address by June 12, 2015. As explained in our prior response, *** ***** chose email as her method of delivery for all policy documents in exchange for a discounted rate. Therefore, we sent all notifications via email. Because of the large amount of customers we service daily, we do not have the availability to make phones calls to every customer requesting policy documents.

 

With each call we received from *** *****, we provided her with several different documents that we would accept as proof of her garaging address. We do understand that *** ***** was unable to provide two of the accepted documents, which is why we made the accommodation to accept a current W2 form with a letter from her employer’s Human Resource Department confirming her complete address.

 

On July 17, 2015, *** ***** faxed the agreed upon documents from her employer. We changed the policy to reflect the correct address effective July 17, 2015, the same day we initially changed it, resulting in a total credit of $406. We also canceled the policy effective July 10, 2015, at *** ***** request and refunded $406.40 to her bank account.

If you have any questions, please call me at 1-************.

 

Sincerely,

 

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

 

Rose S********

Consumer Relations Specialist

 

 

Enclosures

 

 

8/7/2015 Problems with Product/Service
8/5/2015 Problems with Product/Service | Complaint Details Unavailable
8/5/2015 Problems with Product/Service | Complaint Details Unavailable
8/4/2015 Problems with Product/Service | Complaint Details Unavailable
8/4/2015 Problems with Product/Service | Complaint Details Unavailable
8/4/2015 Problems with Product/Service | Complaint Details Unavailable
8/1/2015 Billing/Collection Issues | Complaint Details Unavailable
8/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Progressive Auto Insurance has not been able to move forward with an insurance quote for a ******* Motorcycle. I have been trying to buy motorcycle insurance from this compnay for over 2 weeks. Ihave been with this insurance company for over 10 years having auto insurance and motorcycle insurance in the past. I received a requested quote but no one has been able to help with moving forward with purching the motorcycle insurance policy. Product_Or_Service: motorcycle insurance

Desired Settlement: DesiredSettlementID: Contact by the Business I do I really have to explain this part? I received a requested quote but no one has been able to help with moving forward with purching the motorcycle insurance policy.

Business Response: Response attached

7/31/2015 Billing/Collection Issues | Complaint Details Unavailable
7/31/2015 Billing/Collection Issues | Complaint Details Unavailable
7/31/2015 Billing/Collection Issues | Complaint Details Unavailable
7/31/2015 Billing/Collection Issues | Complaint Details Unavailable
7/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 02/2015 I had paid my premium in full. I then noticed I was being charged extra a few months later. I spoke with progressive and found that a quote I had performed was put into affect and I was being charged the premium change. I had that fixed in June/2015. On June 24, 2015, I was in an accident. In conversation with progressive I was relived that I had zero deductibles as this is what I always have on my vehicles through out my insurance history. I was confirmed numerous times by the Progressive reps that this was current, that I would "Be out nothing" as I had zero deductibles. It was not until I was contacted by the Claims person who said "well it looks like you have a 1000 deductible" which shocked me. I was caught off guard because I thought he made a mistake so I corrected him, he then stated again that I had a 1000 deductible. Not sure what to do I proceeded to follow his advice, but I was confused as in December of 2014 when I created this policy I was sure I got the zero deductibles as I always do. I then contacted Kevin, my claims person, at 9:01 am and then the body shop at 9:42 am and told them I do not want to proceed until I figure something out as if they fix the vehicle I will not be able to afford to get it out. Kevin did not respond, as of yet, and the Body Shop said they would make a note. Note: All my conversations with all the situations above are recorded and I have those records. I have the records of Progressive stating that I had Zero Deductibles and and the body shop stating they will make a note to not proceed until I confirm. Progressive then contacted me at 10:17 am and the gentleman stated that he has told the body shop to proceed and that it will be done within a week. This is against my wishes as made evident in my recording conversations with all parties involved. I never changed my polity to anything other than Zero Deductibles... it's odd that I have 1000 dollar deductible for collision but 0 deductible for comprehensive.

Desired Settlement: Someone needs to tell me how I went from a zero deductible to 1000 without me knowing. I believe this is associated to the Policy Change error that was taken from a quote that Progressive accepted fault for and refunded me the money. I am not budgeted for such a HUGE change in my policy to pay out of pocket 1000 for something that I never even selected as an option. I always keep zero deductibles to avoid these things and now magically I have 1000 and a 0 for the other. makes no sense.

Business Response:

July 3, 2015

Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408

Attn: ***** *******

Re: File Number: ********

Customer Name: *********** *******
Claim Number: **********
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Paloverde Insurance Company

*** *******,

I’m writing in reply to your letter dated June 26, 2015. Thank you for the opportunity to clarify the situation.

In review of *** *******’s policy history, his Collision coverage deductible has been $1,000 since he purchased the policy on December 3, 2014. While he has made changes to his policy since that time, these changes did not involve his Collision deductible. Based on this, we are unable to waive his $1,000 deductible for the damages that occurred in this loss.

We have inspected *** *******’s vehicle and are working with him on finalizing the repairs. Liability is currently under dispute, and our claims representative has encouraged him to use his coverages for repairs.

I’m sorry for any inconvenience *** ******* has experienced. If you have questions regarding the policy, please call Anna O**** at 1-************. If you have questions regarding the claim, please call me at 1-*************

Sincerely,

Mira M*********

Mira M*********
Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have listened to each of the records I have made while speaking with Progressive over the phone and during each time when I had stated tot he representative that I had 0 deductible on both collision and comprehension they stated that I was very lucky has I had 0 on both and kept assuring me of such.

I spoke with my Claim's person Kevin who stated that the shock in my voice when he informed me that there was a 1000 deductible was evident as well.

I had spoke with Progressive several times prior to the accident and always made comments about my deductibles and I'm surprised that none of their representatives told me that I was incorrect and did not have what I thought I had.

Regards,

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




 

7/30/2015 Problems with Product/Service | Complaint Details Unavailable
7/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was involved in an accident and the other car didn't have insurance but this car pulled out in front on my car and damage the front of my brand new suv I was informed that the adjuster would go get pictures to justified claims and it almost a month later to be informed now they can't go out and they only want to fix one side of my car and was told if you want the other side fix you have to come out of pocket when I pay every month and iam back and forth and not being treat fair at all my girlfriend has been dealing with it but we need our car fixed asap. also they didn't even look under the hood to make sure everything was ok under the hood bad service

Desired Settlement: DesiredSettlementID: Repair All we want from this company is to do their job and fix our car the right way and be done with it but after this I will not deal with this company they suck and they don't like to pay

Business Response: Please find our response attached.

7/29/2015 Problems with Product/Service | Complaint Details Unavailable
7/29/2015 Problems with Product/Service | Complaint Details Unavailable
7/29/2015 Problems with Product/Service | Complaint Details Unavailable
7/25/2015 Problems with Product/Service | Complaint Details Unavailable
7/24/2015 Problems with Product/Service | Complaint Details Unavailable
7/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had progressive insurance while I lived in ********** at thelatter part of last year(2014). I paid my policy through February 2015. In January 2015 I moved to *****. As policy regulations vary by state I went ahead and switched my insurance. Progressive then sends me a bill in march for the new month. I spoke with a representative and they said just send in your new policy and we can fix this. Emailed the required information and in April I get a notice from the collection agency saying I need to pay. I'm highly dissatisfied with progressive in the way they handled this. Totally unprofessional and unethical. They never sent me a notice saying I was past due and if this affects my credit I will take legal action against progressive because I have never missed a payment or been sent to collection. The policy in question is **********

Desired Settlement: I would like a billing adjustment and if this damages my credit I will take legal action against progressive.

Business Response:

May 21, 2015

Better Business Bureau, Inc.

2800 Euclid Ave, 4th floor

Cleveland, Ohio 44115-2408

Attn: ***** *******

Re: File Number: ********

Customer Name: ***** ******

Policy Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: United Financial Casualty Company

*** *******,

I’m writing in reply to your letter dated May 14, 2015.

I’m sorry to hear of *** ******’s dissatisfaction with the cancellation process of his ********** auto policy with us. *** ******’s policy was active from January 19, 2013, up to his cancel request of March 5, 2015.

On December 21, 2014, we received a payment in the amount of $359.55 which paid *** ******’s December 19, 2014, invoice for $196.47 and his first renewal payment of $157.16 effective January 19, 2015.

Because *** ****** requested to cancel his policy mid-term a $50 Cancellation Fee is applicable to his policy. I’ve enclosed a copy of his signed Application for Insurance where we disclose this fee. The $83.80 due on the policy is the $50 fee plus coverage provided up to the requested cancel date of March 5, 2015.

The $83.80 is a valid amount due. You can call us directly at 1-800-******** or contact ****** ********** ******** ***** at 1-************ to make a prompt payment and avoid any further collections.

I’m sorry for any confusion or misunderstanding. If you have questions, please call me at 1-************.

Sincerely,

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

Rose V*******
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have attached 3 documents. please note the dates. Progressive Document #1 is the first notice I received from them. I immediately knew it was wrong so I called. A progressive representative said that it was fine, all I needed was to send in documents of the new insurance. I sent the new info and progressive sent the second document. As stated by progressive in the second document I was waiting to receive the new bill so I could pay the correct amount. Instead I receive Document #3. wrongfully sent to collection. As you can see it is United Financial Casualty Company which Progressive is underwritten to. I'd like this to go away. I'm HIGHLY DISSATISFIED with the ethics of Progressive Direct.

Regards,

***** ******




 

Business Response:  June 12, 2015


Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** ******* 

Re: File Number: ********
Customer Name: ***** ******
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: United Financial Casualty Company

*** *******,

I’m writing in reply to your follow up letter dated June 10, 2015.

Once *** ****** makes the payment, we will notify the collection agency that the debt has been satisfied. Unfortunately, we are not able to remove this from his record, but it will show as paid once he makes the payment. 

If you have any questions, please call me at 1-************.

Sincerely, 

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

Janeen H******
Consumer Relations Specialist

7/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have filed a claim with Progressive on one of there insured drivers. It has been almost 3 weeks and I still haven't heard anything back on my claim. I have called several times but always just get told to call another agent. I would really like to talk to someone from the agency to get an update and to see if I'm going to be paid out for an accident that was caused by there insured driver. I'm not sure what to do next besides contacting a lawyer. I just want to get word of mouth out and get some help on resolving this claim and reporting a failure with this company. They have prolonged and postponed this claim for a long while and im not very happy with there customer service. Account_Number: *********

Desired Settlement: DesiredSettlementID: Contact by the Business Would like to have someone call with an update or get us paid out for my totaled car and medical expenses.

Business Response:

Attached is the response for file number *******. If you have any prolems with the attachment, please call me at 1-*************

 

Michael F*****

Consumer Relations Specialist

 

 

 

7/24/2015 Billing/Collection Issues | Complaint Details Unavailable
7/23/2015 Problems with Product/Service | Complaint Details Unavailable
7/23/2015 Billing/Collection Issues | Complaint Details Unavailable
7/22/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want to report progressive for the way they handled my claim due to a car accident. Two months later I'm still having unresolved issues from the car accident with my car. I had called progressive and they told me I had to use one of their preferred auto body shops and ********* in ******* ** was their number one preferred body shop. After 2 weeks I went and picked my vehicle up and brought it home, on the way home at a red light the motor was shaking uncontrollably under th hood got it home noticed the hood and the rest of the body that was painted did not match brought it back to ********* the receptionist reported to the body shop guys that I was unhappy with their work. Then bringing out three 6'3 inch workers to try and intimidate me, had to leave my car with them again. I cled progressive told them the issue and they said they would get back in touch with me when they fixed the issues. After another week I heard nothing I called progressive and talked to a supervisor his name was mike, he said he would let me know when the car would be ready and that he would personally be there to check it over when I would take it how me again. When I picked it up a week later mike was there we checked the car out together took it for a test ride the motor was no longer shaking uncontrollably and according to ********* they told mike nothing was the matter no motor mounts were loose or broke, obviously something was fixed to make it drive properly. Last week on May 29 2015 took my car for an oil change for he first time since the accident, the mechanic at oil lube express told me while my car was on the lift to look at the oil pan that was damaged said they couldn't even check my oil because my dipstick was broken off, so now I'm concerned the metal part of the dipstick is floating around in my vehicle. On May 31 I was driving on the pa turnpike the glass from my sunroof popped off and the sunroof was completely closed. Called progressive on June 2 2015 reported to them about the oil pan and my dipstick and the sunroof, told them I wasn't going to take it back to ********* I would take it to a place of my choice cause I no longer feel confident using ********* because obviously I felt I was being scammed. I feel as though progressive and ********* were working together and not at my best interest. June 3 2015 a progressive adjuster was sent to where my car was to investigate my complaints, when speaking with the adjuster Glenn he tried to intimidate me by saying that the oil pan was because I had run over something since the accident when I tried to explain to him I'm the only one who drives the vehicle I did not run over anything since the accident that the oil pan was damaged on the same side from the previous accident. There was no way I could've run over anything. I also tried to explain to him that pictures were taken from ********* of the oil pan was only taken from the front of the oil pan and not the underneath. He had no intentions of listening to what I had to say and kept insisting that I had run over something else and that I could file another accident claim to try and get the oil pan fixed. And I refuse for me personally this would be fraud because I know for a fact that I didn't run over anything since the accident. Glenn the adjuster also tried to say that the body work they did at ********* from the accident had been recently scratched I had my body shop mechanic look at it and there were no scratches on the newly done bodywork so I don't know what he was talking about. I was informed from my mechanic that the paint still doesn't match properly and the parts that they replaced and starting to come off. I spoke to a supervisor named Jeremy from progressive and he informed me that the adjuster Glenn has the last say on how the paint matches, to the oil pan, and the sun roof. I don't feel like progressive is looking out for the personal welfare of their customers. I truly hope that you, the better business bureau will fully investigate this matter so no other person has to go through what I'm going through. Thank you very much for your time!

Desired Settlement: I think that progressive should finish their work that brookside decided to half do. I am so upset and have never been treated like that from a business and I'd like my car to fixed!

Business Response: June 9, 2015

Better Business Bureau, Inc.

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

Attn: ***** *******   

Re: File Number: ********   

Customer Name: ********* ****** * ******* ***** 

Claim Number: ********** 

Policy Number: ********** 

Policy Type: Personal Auto 

NAIC Code: *********  

Company Name: Progressive Preferred Insurance Company   

*** *******,

I’m writing in reply to your letter dated June 3, 2015. I appreciate the opportunity 

to clarify the situation. 

*** ***** reported a claim to us for an accident to his **** ****** ******* on March 21, 2015. *** ***** elected to have his vehicle repaired at one of our network repair facilities, ********* *********. The repairs to *** *****’ vehicle were completed on April 3, 2015. 

On April 3, 2015, after picking up his vehicle, *** ***** contacted us regarding issues with the vehicle. The issues were a mismatch in the paint on the hood, and a vibration while driving. We put *** ***** back into a rental vehicle while we investigated. We determined that there was a poor prior paint job to the right fender causing a color mismatch to the hood. We agreed to pay to blend the hood. 

We also inspected the engine for the vibration *** ***** felt while driving. Both the shop technician and our Claims Supervisor Mike C******* were unable to duplicate the vibration during subsequent test drives. Once the blend was completed to the hood, the vehicle was returned to *** *****.

On April 10, 2015, ********* ****** stopped by ********* ********* to discuss an issue she was having while driving the **** ****** *******. our Claims Supervisor Mike C******* was there at the time, and took a test drive with the customer. They were unable to duplicate the issue. Mr. C******* informed *** ****** to let us know if the issue arises again. *** ****** thanked Mr. C******* for his time and drove away with the vehicle.

On June 1, 2015, *** ****** and *** ***** called us to advise there was additional damage to his vehicle from this loss, such as a broken oil dip stick, dented oil pan, and a sunroof that flew off. I contacted *** ****** and *** ***** and worked with them to set up an inspection at a shop of their choice to review the additional damages. 

On June 3, 2015, we sent Our Claims Representative Glen S******** to re-inspect the **** ****** ******* at ******** **** ***y. Upon the re-inspection, we determined that the damage to the oil pan and oil dip stick were not related to the accident on March 21, 2015. We found evidence that there was a subsequent accident to *** *****’ vehicle. This evidence included new damage to the underside of the vehicle. The damage from the subsequent accident was to parts that were recently replaced from the March 21, 2015 accident. As for the sunroof, delamination occurred with the aftermarket sunroof, causing the glass to come loose from the frame and eventually fly off the vehicle. This issue is not a direct result of the accident on March 21, 2015, but more in line with wear and tear.

We advised *** ***** of our finding. We told him he can report another loss for the new damage to the oil pan and oil dip stick. A new claim would be subject to another deductible as outlined in his policy contract.

I’m sorry for any frustration this may have caused. If you have any questions, please call me at 1-************. 

Sincerely, 

Jeremy W****

Jeremy W**** 

Claims Supervisor

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

If you read the response that they sent back to you they said that on June 2 they contacted ******* ******  I am ********* ******. The response they sent you was the wrong date and the wrong person none of which are me or my complaint! So we need to try again! 

Regards,

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



 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I have read what Jeremy W**** wrote and have to dispute every word he said. First of all I'm getting in contact with my lawyer and the insurance commissioner of ****, things he wrote were untruthful! He said that I stopped by to talk about about a matter of the car on  Friday April 10 no I stopped by because I was there to pick up my car for the second time for them to fix it. Mr Michael C******* didn't know anything about these problems until weds right before I picked it up. I have a witness that stood there and heard me C******* say that he literally got there right before I did and he didn't even have a chance to test drive my car. No he didn't test drive my car multiple times he was the only one that seemed to want to help and fix my car. I rode in the car with him for his first test drive I told him many many times that my car rose a lot differently. As for Jeremy stating that the reason my pain doesn't match is due to a prior bad paint job, I have the voicemail from their claim rep Jared unruh stating that it was due to static electricity. Jeremy was not a part of these issues and he needs to know I am not a happy progressive customer. There were things on my car that were fixed that shouldn't have been and the things that should have been fixed weren't.... I have had my car back maybe two months and the front and rear bumper are already falling off I shouldn't have to pop them back in after I get done driving somewhere... Their number one preferred auto body shop does a poor job in repairing things.... The place I took it to get looked at after my sunroof flew off my car told me my paint still doesn't match he showed me some more of the pieces that aren't repaired very well.... If brookside kept saying that my motor mount wasn't broken why when I picked it up the second time from there did a skinny guy have to put more clips and pins under the motor before I left to drive away!!! This is ridiculous I shouldn't be having this many problems because of my insurance company and a body shop... The second body shop even pointed out all the rust that was underneath the sunroof and that wouldn't be from wear and tear. 

Regards,

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




 

Business Response: July 13, 2015

Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******   

Re: File Number: ********  
Customer Name: ********* ****** * ******* *****
Claim Number: **********
Policy Number: ********** 
Policy Type: Personal Auto 
NAIC Code: *********  
Company Name: Progressive Preferred Insurance Company    

*** *******,

I’m writing in reply to your letter dated June 3, 2015. 

I have included my original response in regards to this matter. It addresses all of the contentions outlined by *** *****, including his latest response submitted. Specifically, it outlines the following concerns:

The sunroof was not damaged from the accident and not listed on the estimate. There was evidence of rust around the sunroof frame area and are not consistent with a loss.

There was a prior paint issue to the right fender resulting in a color mismatch. This prior paint issue caused the color to not match. We paid for a blend into the hood to get the color as close as possible. The right fender was previously painted and not part of this loss.

On June 3, 2015, during our re-inspection, we found evidence of damage to the front bumper and the undercarriage area as a result an additional loss. Some of the parts that were replaced from the March 21, 2015 loss show signs of new damage, including damage to the underside of the front bumper and engine shields. 

Original Response:

*** ***** reported a claim to us for an accident to his **** ****** ******* on March 21, 2015. *** ***** elected to have his vehicle repaired at one of our network repair facilities, ********* *********. The repairs to *** *****’ vehicle were completed on April 3, 2015. 

On April 3, 2015, after picking up his vehicle, *** ***** contacted us regarding issues with the vehicle. The issues were a mismatch in the paint on the hood, and a vibration while driving. We put *** ***** back into a rental vehicle while we investigated. We determined that there was a poor prior paint job to the right fender causing a color mismatch to the hood. We agreed to pay to blend the hood. We also inspected the engine for the vibration *** ***** felt while driving. Both the shop technician and our Claims Supervisor Mike C******* were unable to duplicate the vibration during subsequent test drives. Once the blend was completed to the hood, the vehicle was returned to *** *****.

On April 10, 2015, ********* ****** stopped by ********* ********* to discuss an issue she was having while driving the **** ****** *******. Our Claims Supervisor Mike C******* was there at the time, and took a test drive with the customer. They were unable to duplicate the issue. Mr. C******* informed *** ****** to let us know if the issue arises again. *** ****** thanked Mr. C******* for his time and drove away with the vehicle.

On June 1, 2015, *** ****** and *** ***** called us to advise there was additional damage to his vehicle from this loss, such as a broken oil dip stick, dented oil pan, and a sunroof that flew off. I contacted *** ****** and *** ***** and worked with them to set up an inspection at a shop of their choice to review the additional damages. 

On June 3, 2015, we sent Our Claims Representative Glen S******** to re-inspect the **** ****** ******* at O’Neil’s Auto Body. Upon the re-inspection, we determined that the damage to the oil pan and oil dip stick were not related to the accident on March 21, 2015. We found evidence that there was a subsequent accident to *** *****’ vehicle. This evidence included new damage to the underside of the vehicle. The damage from the subsequent accident was to parts that were recently replaced from the March 21, 2015, accident. As for the sunroof, delamination occurred with the aftermarket sunroof, causing the glass to come loose from the frame and eventually fly off the vehicle. This issue is not a direct result of the accident on March 21, 2015, but more in line with wear and tear.

We advised *** ***** of our finding. We told him he can report another loss for the new damage to the oil pan and oil dip stick. A new claim would be subject to another deductible as outlined in his policy contract.

If you have any questions, please call me at 1-************. 

Sincerely, 

Jeremy W****

Jeremy W**** 
Claims Supervisor

7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/17/2015 Billing/Collection Issues | Complaint Details Unavailable
7/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received my auto insurance renewal letter from PROGRESSIVE INSURANCE CO in June 2015. The rate was much higher than anticipated, from $399.00 in January 2015 to $463.00 due 7/13/15. I placed a call to Progressive customer service on 6/30/15 at 6:50pm to discuss the jacked up increase and I spoke with Don. After discussion about my policy, safe driving, no accidents, no traffic tickets, no claims, low mileage, and other discounts that would be applied, he quoted me a "paid in full" amount of $397.00 for 6 months until my policy renewal comes due in January 2016. (I pay Progressive twice per year, for 6 months each time). On 7/5/15 at 3:40pm I called to make a payment and the "paid in full" amount was quoted as $440.00, considerably higher than what Don had quoted so I called customer service and spoke with Craig. He couldn't help me so I asked for a supervisor and his name was John. John quoted me the $440.00 price as well. He forgot to include the discount (from "stacked" to unstacked" in regards to uninsured motorists on policy)so he quoted me a new price of $408.00 "paid in full", still higher than Don's quoted price of $397.00. John refused to honor the $397.00 price even though he confirmed the policy changes made by Don on the date and time I provided, so I then decided to get quotes from other insurance companies as I believe this was a direct misrepresentation of price policies and dishonorable and unethical business practices.

Desired Settlement: I would like to see Progressive Insurance honor the price that was quoted to me on 6/30/15 by Don. It is not ethical to dishonor a verbal agreement and change the quote to a higher price even though the $397.00 price was decided upon and agreed to in a verbal contract made on 6/30/15.

Business Response: Please see our response and supporting documentation attached.

7/16/2015 Billing/Collection Issues | Complaint Details Unavailable
7/15/2015 Problems with Product/Service | Complaint Details Unavailable
7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Improper billing practices that result in substantially higher fees being charged. Contracted with Progressive insurance for homeowners insurance in January of 2014 and paid my annual premium of ~$1,900.00/yr. I never received any email or any other kind of remittance concerning renewal until I received a cancellation letter in February of 2015 for lack of payment. We immediately called and tried to make payment, but they only have a 5 day grace period for late payments. Since we were two weeks late we had to open a new policy. Since we technically now have a lapse in coverage, we are being charged nearly $700 more annually. That lapse in coverage prevents us from switching to another provider at a more competitive rate. We are now paying monthly but we still have yet to receive any kind of communication concerning billing due dates. Why should they, they benefit by us missing a payment!

Desired Settlement: Restate us to our previously agreed upon rate.

Business Response: June 3, 2015

Regarding:

Case # ********

Complainant: ***** *******

NAIC: ***** Homesite Insurance Company

Homesite Insurance Company is in receipt of the above mentioned complaint. Thank you for the 

opportunity to respond. Homesite is the underwriting company for Progressive Home Advantage 

homeowners policies. The basis of the insured’s complaint is with regard to the cancellation of 

the insured’s policy and billing matters pertaining to the renewal term.

On 2/10/2014 the insured purchased a homeowners (HO-3) policy with Homesite effective 

2/23/2014-2/23/2015. The insured chose Homesite’s 4-Pay payment plan which requires an 

initial down payment and 3 additional quarterly payments. These payments were to be made by 

the insured.

On 1/10/2015 a renewal policy offer was e-mailed to the insured for the 2015-2016 term. This 

offer was sent via e-mail as the insured was enrolled in Homesite’s paperless program. Within 

the renewal offer was a renewal billing statement with an attached remittance slip. The premium 

for the term was $2062.00 with $824.80 due by 2/23/2015. The billing statement also showed 

the insured’s billing schedule for the renewal term.

On 2/17/2015 a renewal reminder was e-mailed to the insured as no payment was received.

On 3/6/2015 a renewal policy offer expiration notice was mailed to the insured’s property 

address. This notice stated that as the insured declined to accept the renewal policy offer (no 

payment received), that coverage on the insured’s property ceased to exist effective 2/23/2015.

On 3/14/2015 the insured called Homesite regarding the cancellation of this policy. The insured 

was advised that this policy could not be reinstated and that they could receive a new business

quotation. On this day the insured received a new business policy quotation, accepted the 

quotation, and purchased the new policy effective 3/15/2015-3/15/2016 ($2623.00).

Within the complaint the insured mentions that the new Homesite policy that they purchased is a 

higher premium than his prior policy. The following factors contributed to the higher premium for 

the new policy: The difference in pricing between a policy purchased in 2014 to a policy 

purchased in 2015, no early shopper discount (discount for purchasing a policy in advance of 

the policy effective date), the insured had a policy that cancelled for non-payment of premium, 

the insured had a lapse in coverage, and the insured’s new homeowners policy has some 

higher coverage limits.

The insured also mentioned that he has not received the billing schedule for the new Homesite 

policy that he purchased. Please note that a new business policy package was mailed to the 

insured’s property address on 4/16/2015 which contained a billing statement on page 7 which 

listed the insured’s monthly billing schedule for the term.

Respectfully, Homesite holds its position in the cancellation of the insured’s homeowners policy.

Please feel free to contact me with any further questions or concerns. My contact details are 

below. 

Sincerely,

Ken G*****

Customer Advocate

Homesite Insurance

Direct: ************ 

Fax ************

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

7/15/2015 Problems with Product/Service | Complaint Details Unavailable
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X

Additional Notes

Complaint: I have made payments to Progessive and in the past my bill is 118.00 but they worked with me, Now this month billed jump to 238.00 with no warning and explanation , sometimes it a double bill Progessive a money driven company that will not help it customers

Desired Settlement: like to able to pay the 118.00 and not have progessive charge whatever the want

Business Response: June 5, 2015

Better Business Bureau, Inc.

2800 Euclid Ave, 4th floor 

Cleveland, Ohio 44115-2408

Attn: ***** *******

Re: File Number:  ******** 

Customer Name: ****** ********* 

Policy Number: ********* 

Policy Type: Personal Auto 

NAIC Number: ********* 

Company Name: Progressive County Mutual Insurance Company
*** *******,

I’m writing in reply to your letter dated June 1, 2015.

We appreciate the opportunity to clarify the situation. 

*** ********* chose to have his policy payments electronically drafted from his 

checking account on an Electronic Funds Transfer (EFT) bill plan. 

On March 4, 2015, we sent an EFT notification advising ** ********i of his 

March 14, 2015, payment. On March 25, 2015, we removed EFT and the policy 

increased $17.06.

On March 29, 2015, we received a nonsufficient notice for the March 14, 2015, 

payment. We added a $20 Return Payment fee. That same day, we sent out a 

Cancel Notice effective April 9, 2015, for $109.13.

On April 5, 2015, *** ********* called us and stated he had been a victim of 

identity theft. He advised that ***** ***** had closed his account and that he would 

call in the next day to make his payment. 

On April 7, 2015, *** ********* called us and stated that he had not received his 

new bank account information. He advised that he would make a payment before 

the cancel date. 

Page 2

On April 9, 2015, *** ********* called us again without a payment and asked us for 

an extension of this cancel date. We made an accommodation to extend his date to 

April 16, 2015. On April 16, 2015, he called us and made a payment. We we 

reinstated his policy. Because the payment collected during this reinstate was the 

March 14, 2015, payment, he immediately received another bill for April and May. 

On April 28, 2015, we sent a bill for $ 237.64 due by May 14, 2015. Because this 

payment was not made, we sent a Cancel Notice effective

May 28, 2015. 

On May 28, 2015, *** ********* called us and we made another accommodation to 

extend this cancel to May 29, 2015. 

On May 31, 2015, *** ********* called us and asked for another accommodation. 

He wanted to make a partial payment originally due on May 29, 2015. He stated his 

father was in the hospital and that he’s finances were depleting due to those 

medical bills. 

We denied his request and are unable to make any further billing accommodations 

on this policy. *** *********’s policy would have a normal monthly payment of 

approximately $118. The policy continued to fall behind during the time it remained 

active and, therefore, a bill for two months were sent on the last billing cycle. 

Currently, the policy is canceled and the amount due for $216.62 is valid and due 

by June 14, 2015. 

I’m sorry for any inconvenience this situation has caused *** *********. If you have 

questions, please call me at 1-*************  

Sincerely,

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

Rose V*******

Consumer Relations Specialist

7/15/2015 Billing/Collection Issues | Complaint Details Unavailable
7/15/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: My vehicle was hit while it was parked by a person covered by progressive. I filed a claim to get it repaired because it is a vehicle that is only 3 years old. I dropped the vehicle off at my preferred auto body shop. The owner called me to tell me the adjuster gave him an estimate for a lower amount because he said the adjuster will only use used and aftermarket parts. I am not covered by this company and I was at no fault. It seems that the adjuster will only put parts on that will benefit his company's bottom line. I asked for OEM parts because that is what was on the vehicle. Preaccident condition would be OEM. The adjuster told me if I would like OEM parts I will have to pay for them, again I was not at fault and my vehicles trade in value will go down because I will have used and aftermarket parts installed. The adjuster also informed me that if I don't like it I would have to return my rental and pick up my car as is, with no repairs made. My claim # is *************

Desired Settlement: Please pay for OEM parts. My vehicle value should diminish form no fault of my own. I don't know why I have to go through all the aggravation to get my vehicle repaired properly.

Business Response:

 

June 25, 2015

 

 

Better Business Bureau, Inc.

2800 Euclid Ave, 4th floor

Cleveland, Ohio 44115-2408

Attn: ***** *******

 

Re: File Number: ********

File Name: ***** ******

Claim Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Advanced Insurance Company

 

 

*** *******,

 

I’m writing in reply to your letter dated June 18, 2015.

 

Our claims representative, ***** *****, completed an inspection of *** ******’s **** ********* ****** on June 16, 2015. *** ***** completed the inspection at

*** ******’s preferred repair facility, *** ****** **** ****, in ********* ***** *** ****. After coming to an agreement with **** from *** ****** **** **** on an estimate sufficient to repair the vehicle to pre-accident condition, *** ***** called *** ****** to review the estimate. *** ***** disclosed the parts that were written, as is required by *** **** ********* ********** **. *** ****** voiced his displeasure over there being an aftermarket, rear bumper cover and like-kind-and-quality (used) right tail lamp on the estimate. The only other replacement part written on the estimate was a $98 new OEM right rear side-marker light.

 

The bumper cover is a ********* ********** ***** *********** ****** certified part that is supplied by ****** **** *****. The tail lamp is a used part, supplied by ***** ********** ****, and would be off a **** or newer model year ********* ******. This part is a used OEM part.

 

If either of these parts were to arrive with a material defect, which we do not anticipate, we would certainly address that issue with *** ****** or his repair facility. Additionally, we provide a written lifetime guarantee for sheet metal and plastic body parts on its estimate that reads:

 

The replacement parts written on the estimate are intended to return your vehicle to its pre-loss condition with proper installation. After repair, if any sheet metal or plastic body part included in the estimate fails to return your vehicle to its pre-loss condition (assuming proper installation), in terms of form, fit, finish, durability or functionality, Progressive will arrange and pay for the replacement of the part, to the extent not covered by a manufacturer's or other warranty. This service will be performed at no cost to you (including associated repair and rental car costs). To obtain service under this Guarantee, call Progressive at 1-800*********.This Guarantee applies as long as you own or lease the vehicle. This Guarantee is not transferable and terminates if you sell or otherwise transfer your vehicle.

 

We provided this verbiage to *** ****** on pages three and four of his estimate.

*** ****** certainly retains the right to use new OEM replacement parts at his expense; however, our estimate for repair is compliant with the applicable insurance regulation and will return his vehicle to pre-accident condition.

 

We appreciate the opportunity to clarify this situation. If you have any questions, please call me at 1-************.

 

Sincerely,

 

**** ****

 

Matt D***

Claims Manager

 

 

Enclosure

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

According to *** ********* *********** ******* ***** Standards for prompt, fair and equitable settlements. (a) In any case where there is no dispute as to coverage, it shall be the duty of every insurer to offer claimants, or their authorized representatives, amounts which are fair and reasonable as shown by its investigation of the claim, providing the amounts so offered are within policy limits and in accordance with the policy provisions. Which I am not a part of because I am not a policy holder, I am the claimant. It also states (2) replace it with an item substantially identical to the item damaged. Used and non-OEM part are inferior to an OEM part. Again I am not a policy holder. I don’t understand you moral or integrity on this situation, this typical bottom line driven. It is very unethical of your company to treat people that had no fault in an accident as a policy holder under your company guidelines. Please resolve this issue. My next step if this is rejected again is to submit a complaint to the *** ********* *********t.


Regards,

***** ******




 

Business Response:  
July 7, 2015


Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re: File Number: ********
File Name: ***** ******
Claim Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Advanced Insurance Company


*** *******,

I’m writing in reply to your letter dated July 1, 2015.

As we’ve previously communicated to *** ******, it’s our goal to settle all claims fairly, accurately, and in compliance with all *** **** ***** Insurance Regulations. *** ****** sites Insurance Regulation 64, section 216.6 (a) and (b) (2). My review of the estimate completed on *** ******’s vehicle confirms that it meets the requirements of Section 216.7 (b)(5), which outlines the standards required for repair estimates that are based upon the use of non-OEM crash parts. I’ve included this section of the regulation for your review:
 
(5) If the insurer's repair estimate is based upon the use of any non-OEM crash part:
(i)   the estimate shall specify the non-OEM or non-OEM supplier;

(ii) the insurer shall not, without consent of the insured or the  designated representative, specify non-OEM crash parts from more than three different suppliers for any one repair;

(iii) the crash part shall equal or exceed the comparable OEM crash part in terms of fit, form, finish, quality and performance;

(iv) the crash part must be warranted by the non-OEM at least to the extent and duration as the comparable OEM crash part;

(v) the insurer shall specify only certified crash parts, in regard to any part that has been duly certified by a qualified certifying entity acceptable to the superintendent;

vi) if the crash part has not been certified by a qualified certifying entity acceptable to the superintendent, the non-OEM must issue a written warranty, for at least the period of the insured's ownership of the vehicle, that the crash part equals or exceeds the comparable OEM crash part in terms of fit, form, finish, quality and performance; and

(vii) the insurer shall cause the damaged vehicle to be restored to its preloss condition consistent with the non-OEM warranty, at no additional cost to the insured and within a reasonable time, if the non-OEM fails to honor its warranty required in subparagraph (iv) or (vi) of this paragraph.

(6) In determining whether a certifying entity is qualified and acceptable for purposes of paragraph (5) of this subdivision, the superintendent shall consider the extent to which the entity:

(i) has adopted written standards containing conditions to be fulfilled by a manufacturer of crash parts;

(ii) tests, or contracts with an independent testing organization that tests, crash parts, using suitable equipment and techniques;

(iii) administers its certification program in a nondiscriminatory manner regarding any manufacturer or supplier of non-OEM crash parts;

(iv) provides a system to determine that certified non-OEM crash parts continue to conform with standards prescribed in subparagraph (5)(iii) of this subdivision and, failing to so conform, to decertify and advise crash part users of withdrawals of certification for any such part;

(v) provides mechanisms for quickly receiving inquiries and promptly resolving disputes that arise under the program in regard to consumers, insurers or repair shops;

(vi) provides a means of identifying each certified non-OEM crash part and provides a system of security that guards against misuse of the identification;

(vii) provides updated lists of certified non-OEM crash parts on at least a quarterly basis; and

(viii) provides the superintendent with an annual report, and such other reports as the superintendent may require, highlighting any significant developments, problems or changes relating to certification procedures or requirements.

This portion of the Insurance Regulation applies to both first and third party damage claims as outlined under section 216.10.

The non-OEM bumper cover written for on our estimate is a CAPA certified part that meets the requirements outlined in the insurance regulation above. As outlined previously, the tail lamp written for on the estimate is an OEM part that is off the same model year or newer vehicle than *** ******’s **** ********* ******. 

Additionally, if these parts were to arrive with a material defect, which again, we do not anticipate, we would certainly address that with *** ****** or his repair facility. 

If you have any questions, please call me at 1-************. 

Sincerely,

**** ****

Matt D***
Claims Manager

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

These regulations are being misconstrued. These regulations are meant for the insured and insurer. Standard set so that insurance companies cannot put junk parts or parts that may fail on their customers vehicle. Policies that insurance companies have, state what parts they will put on a customers’ vehicle if they were in an accident and they were at fault are agreed to when the policy is purchased by the insured. If a new vehicle at a dealership was hit while parked on the lot by another person, then their insurance company would have to replace the parts. I am very sure that an insurance company couldn’t tell the dealership that they can put OEM equivalent aftermarket parts and certified used parts for the same year vehicle on the new vehicle. Again these regulations are meant for an insurance company and their customer. All the wording in these regulations are meant for the insurer and insured. This is an attempt to mislead a victim and to provide the lowest cost parts to a persons damaged vehicle that was parked with not occupants.



Regards,

***** ******




 

7/14/2015 Billing/Collection Issues | Complaint Details Unavailable
7/14/2015 Problems with Product/Service | Complaint Details Unavailable
7/14/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: I have been a loyal customer with Progressive since 2009. Yet, they are increasing my rate because of a change in my credit report. My credit report should not affect my ongoing relationship with Progressive especially if I pay my bill on time. I have credit monitoring, so I review my report on a monthly basis. I've hired ********* *** ******* to dispute a couple of accounts on my credit report. I would have you to know that they have successfully removed a few items from my report resulting in a better credit score. I think that Progressive is trying to raise my rate just so they can get more money from me. I have been with this company for 6 years, and if my Premium should change it should decrease. I'm not interested in paying Progressive more money, and I think this is an unfair business practice. I would understand if Progressive was increasing my rate due to Traffic Violations and/or Traffic Convictions, but that is not the case. This is very close to extortion!

Desired Settlement: I would like my rate to stay the same. I'm not interested in paying Progressive more money.

Business Response: Attached please find our response and supporting documentation.

7/12/2015 Problems with Product/Service | Complaint Details Unavailable
7/10/2015 Problems with Product/Service | Complaint Details Unavailable
7/9/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: My car was stolen, it was found by police 30days, it is now 2 months later and the insurance company is not settling my claim giving me the run around prolonging the process of paying off the loan after leaving me with no rental and now other options to what or where to go next in rather buying another car or giving me another rental till they finish only thing they could tell me is that i can pay a rental out of my pocket till they finish the process which is now 3 months into the issue from the day a called in my claim April 9th 2015 my car was stolen to today June 11th 2015. Worst service i have ever had after 9 years of being with them and not even realizing they were giving me a high rate all these years to top it all off.

Desired Settlement: Resolve the matter, settle my claim, pay off the loan so that I can move forward rather than just keep being strung aroung like a puppet.

Business Response: June 18, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115 
Attn: ***** *******

Re: File Number: ********
Customer Name: ******** **********
Claim Number: **********
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Direct Insurance Company 

*** *******,

I’m writing in response to your letter dated June 11, 2015. I appreciate the opportunity to respond to *** ************ concerns.

We are committed to providing a quality customer experience and fulfilling our contractual obligations to our customers while investigating all claims in a thorough and timely manner. We thoroughly investigate any claim involving a crime, like theft, to be sure we have done all that we can to understand how the loss occurred and if we can identify the responsible party.  

At the time *** ********** filed this complaint, there were outstanding supporting documents, which she had agreed to provide us. These documents were relevant to our investigation and needed to verify the timeline of events surrounding the theft of the vehicle. We were unable to move forward with the resolution of the claim without *** **********’s cooperation.

On June 15, 2015, we received the supporting documents that we had requested. We reviewed the documents, summarized the claim, made a decision to resolve this matter and issued payment to *** ********** on June 16, 2015.

I’m sorry for any inconvenience *** ********** incurred. If you have any additional questions, please call me at 1-************.

Sincerely, 

Timothy M******

Timothy M******
Claims Manager

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I sincerely object to the false information *** ******* has given against me, for I did provide everything asked of me and then some, to the point of information that had nothing to do with he car claim was being asked of me as well. They did not respond to me or begin trying to settle the matter not until I left messages regarding hiring a lawyer to solve my problem. *** ******* and **** Gina P******* are liars and wrongfully accusing innocent people of crimes they did not commit. Asking of my phone records, why I called my boss that morning, why the local police number was not on the list of numbers dialed that morning was not showing when it was 911 I dialed and that does not show on cellphones nor home phone, asking of report that my family’s home was robbed which had nothing to do with the claim is no way of doing quality customer experience. Pleas have them forward every fax that I sent it will show I was very and more cooperative than needed. Lastly I am glad they have settled and have left for never have I dealt with such kind of matter or people. Thank you for you help and will move on from this hell they have put me through. This case may be closed.

Regards,

******** ********** 

7/9/2015 Problems with Product/Service | Complaint Details Unavailable
7/8/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: About one month ago, my **** ****** ****** was hit on the driver side door which I called my insurance carrier "Progressive" to put in a claim. I was asked to drive the vehicle to the Progressive Claim Center in ***** *********** **. I did as they asked. The vehicle was taken there with no previous issues related to mechanical or electrical. I have never noticed any issues as such in the past. My vehicle has a keyless ignition system where the car does not need a key to start the ignition. As long as the remote is inside the car, the car would start. One week later, a progressive rep called asking for a spare key which at that point I asked why. He stated that the repair of the door was completed and that the vehicle failed to start. I told him that I did not have a spare. He then stated that the vehicle would be towed to ****** on ***** *** ************ ** for diagnostic purposes. Few days later, I was contacted once more with the rep claiming that ****** confirmed that the ignition failed and the part needed to be replaced and I need to pay for the cost. On top of that, I am being told that I need to pay for new remotes because the remotes are not working with this new ignition system. In addition, I was given a rental vehicle which coverage ended on 5/4/15 meaning I have to pay out of pocket for the rental as well. Progressive confirmed over and over that when I dropped off the vehicle and when the vehicle was transferred to the shop, everything was fine. It's only after the repair that all the other issues took place. Somewhere along the way someone did something. My vehicle was fine with no previous issues beside the door, now a whole bunch of issues are now coming to life.

Desired Settlement: I want Progressive to take responsibility of the other issues related to the ignition failure, the rental, as well as the remote controls. I should not be paying out of pocket for something that is not my fault. My vehicle is still in their possession. I am suppose to pick up my vehicle today and pay hundreds of dollars for issues that I had nothing to do with. The bottom line is, Progressive is responsible for my vehicle. They need to pay for the remotes and the parts and labor to Nissan.

Business Response:

*** ********

Attached is our response.

Thank you,

Rose S********

Consumer Relations Specialist

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

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

June 17, 2015

Complaint ID: ********

This letter is a response in regards to **** ******, Claims Manager for Progressive.  I am not 

sure if *** ****** is aware but his allegation that I did not pay ****** for the repair is absolutely 

false. ****** received payment for the repair the same day that I picked up my vehicle. I am sure 

that ****** would not have released the vehicle unless payment was received. *** ****** should 

really get his facts straight before making accusations.  Regarding the rental car, Progressive was 

not doing me any favor by paying for the rental. This is part of my policy, meaning I actually pay 

for rental service on my policy with Progressive. The fact of the matter is, I trusted Progressive 

with my vehicle. I dropped off my vehicle with no issues other than the damaged driver door. 

Finding out later that there were additional issues with my vehicle is absurd.  On top of the added 

ignition issue, *** ****** failed to state that I was told also that my remote was not working. 

After replacing the ignition, a rep from Progressive called and advised me that a new issue came 

to light and that my remote would not respond and that the remote was shot. I am not a mechanic 

by profession but if a repair shop replaces an ignition system which by the way is supposed to be 

“the specialist”, how is it that the remote cannot be programmed? Why is it that the issues keep 

piling up? What proof that Progressive has that my vehicle has not been tampered with? 

My vehicle was dropped off to the progressive facility for a damaged door with NO 

OTHER ISSUE.  As much as Progressive feels that they are a Good Samaritan for paying for 

rental service that I am paying for on my policy, they need to take responsibility for all the 

additional damages that were added to my vehicle including, a failed ignition, damaged remote, 

power steering oil tank damage, several failure system check lights on my dash board, the 

constant slowing down and acceleration that I am experiencing while driving pass 45 miles per 

hour and so on. I am not making up these stories. Since I purchase the vehicle, I had no issues 

whatsoever beside the normal oil change routine, brakes etc.  I am not sure that anyone other 

than Progressive personnel would agree with this situation. While Progressive’s business goal is 

to make money from people such as myself, I too have goals. I too have bills to pay. I do not go 

around ripping people off to get money to pay my bills. I work hard for everything I have and I 

refuse to let anyone one/company to try and ruin my life. This has been an unbelievable 

experience. It has been a nightmare. It is true that I have not yet paid the deductible. However, 

who will have to pay for the additional repairs that I have to make to my vehicle after being in 

Progressive possession. IT IS APPARENT THAT PROGRESSIVE IS NOT BEING VERY 

PROGRESSIVE. I am going to fight this if it means drawing the last breath out of me. I fight for 

what is right. I do not live to scam people nor companies. I live a simple life and try to be a 

decent and righteous citizen. I see roadside advertisements all the time that read “Insurance 

Fraud = Imprisonment”. Who is taking legal actions against these companies committing illegal 

crimes on a daily basis? Who is fighting for the consumer who puts millions of dollars in these 

so-called companies pockets? This is the reason why I applaud institutions such as BBC.  

PROGRESSIVE is wrong. PROGRESSIVE has caused me a great deal of stress. 

PROGRESSIVE has financially affected my life. If it means for me to seek legal advice, I will 

do just that. If it means to use social media and other avenues, I will do that as well. It is time 

that someone take a stand against all these abusive behaviors by these big companies. ENOUGH 

IS ENOUGH.

Regards,

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




Business Response:

June 24, 2015

 

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115

Attn: ***** *******

 

Re: File Number: ********

Customer Name: ****** ********

Claim Number: *********

Policy Number: *********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: *********** ****** ***** ********* *******

 

*** *******,

 

I’m writing in response to your follow up letter dated June 17, 2015.

 

My original response dated June 9, 2015, explains that *** ******** picked up his vehicle from ******; however, he did not pay us the $1,000 deductible he owed for the accident related repair work performed by ****** *****. At no point did my response ever outline that he did not pay ****** for the repairs they performed to his vehicle. Based on the conversation I personally had with *** ******** on April 29, 2015, *** ******** was to pay us his deductible prior to picking up his vehicle from ******. *** ******** picked up his vehicle, paid ****** for work they completed on his vehicle, but never paid us. *** ******** acknowledges that he has not paid us the $1,000 deductible at this point and has made no indication that he plans to do so.

 

Although *** ******** disagrees with our position, we have communicated our final decision to him and how we came about making that decision. We have deemed that the internal steering switch failure, although failing while in our possession of the vehicle, was not a result of the accident or possible negligence by ****** *****. This was based on ******’s independent diagnosis of the problem indicating there is no way a person could have caused damage to this part and that the part simply failed over time. They also made mention that it is not uncommon for this part to fail and our research indicates this is a known issue with this particular vehicle. The timing of the failure happened to be while it was in our possession, which is unfortunate, as this has been the basis of *** ********’s complaints.

 

*** ******** appears to have a misunderstanding of the Rental coverage on his policy. As per the insuring agreement, we provide Rental coverage for a covered auto due to loss related repairs and coverage ends when the loss related repairs are completed. We have deemed the ignition issues unrelated to this loss and according to the policy, we would not owe for rental while these unrelated repairs are being completed. Therefore, the last day that Rental coverage should have applied to his claim was April 17, 2015, as the repairs deemed related to this accident were completed at that point. Our decision to extend his Rental coverage to May 4, 2015, was something we did as a customer courtesy, not something that we were required to do under his policy contract.

 

During my conversation with *** ******** on April 29, 2015, we went over the diagnosis completed by ****** *****, a repair facility completely independent and with no affiliation to us. *** ******** had mentioned he had hesitation using a ****** dealership based on past experiences he had with them. I asked at that point if he had a mechanic he preferred to move the vehicle to rather than ******. *** ******** made the decision that he preferred to have the work we deemed unrelated to the accident performed at this dealer. Because we had made the determination that the ignition switch issue was unrelated to the loss, I asked if he preferred to communicate directly with the ****** dealership, as he would be paying them for their portion of the work. *** ******** declined and preferred we communicate with the dealer. During that conversation, I provided *** ******** with a quote for the cost of repairs ****** gave us. At that time, they did not tell us the vehicle would need a new remote. We also acknowledge the remote was working when *** ******** dropped the vehicle off to us. After the dealership completed the ignition work, they could not get it to sync up with his old key fob and informed us the key fob would need to be replaced. We questioned the dealer as to why they would not able to reprogram it. They informed us that they tried to reprogram the ignition to the old key fob; however, they were unsuccessful and told us the vehicle would need a new key fob. At that point, we provided *** ******** with the updated ****** quote with a new key fob. Again, we have no affiliation with this dealership and did our due diligence on *** ********’s behalf. ****** are the experts and we trust in their diagnosis and opinion regarding this matter.

 

*** ******** makes mention in his response that he is having other issues with his vehicle, including a power steering fluid leak, warning lights on his dash, and an issue with acceleration with his vehicle. The accident *** ******** reported to us was that the vehicle was hit while parked. The damage to the vehicle was just a replacement of his driver door. We are unable to correlate any of the current issues to the loss and will not be able to address those issues. If *** ******** has professional evidence on how any of these issues would be related to the loss or how they are a result of some sort of negligence by ****** *****, he can present the evidence to us at that time. Otherwise, we are unable to provide any resolution for *** ******** pertaining to these matters.

 

If you have further questions, please call me at **************.

 

Sincerely,

 

Paul B*****

 

Paul B*****

Claims Manager

 

7/7/2015 Problems with Product/Service | Complaint Details Unavailable
7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Horrible Customer service I just moved back to ***** ******** after having gotten out of an unhealthy living situation. I called progressive insurance to have my policy reinstated and get coverage on my car. They onformed e that they couldn't reinstatey policy but that they could get me a new one. So I waited for a moment and after the rep having calculated everything, told me that because of my lapse in coverage, she was unable to get me a new policy without having to pay $400 and something dollars, and then $100 a month in installments. After my last policy only costing me $40 a month for liability only. I asked her please to make an exception because I don't have that kind of money right now and she explained to me that is there policy and there is no policy open for me in ***** ******** to pay what I was paying before. I would like to say that this isn't the first time I have had problems with progressive insurance and just for the record, they are unwilling to help their customers in transitional sitautaions who obviously cannot drive without car insurance. Teribble customer service and terrible company. They are not worth the money and they don't care about their customers at all.

Desired Settlement: It would be nice if they would get their act together and realize what true customer service is really about. Taking CARE of your customer, no matter what.

Business Response:  
June 18, 2015

Better Business Bureau
2800 Euclid Avenue - 4th floor
Cleveland, OH 44115
Attn: ***** *******

Re: File Number: ********
File Name:         ******** ******* 
Company Name: Progressive Group of Insurance Companies 

*** *******,

I'm writing in reply to your email dated June 11, 2015. 

Based on the information *** ******* provided in her complaint, I am unable to locate her previous policy number. It is likely that the reason we are unable to reinstate her previously policy is due to the amount of time that has passed since the cancellation date. 

We are able to offer a lower rate to a customer purchasing a new policy that has had no lapse in their coverage. Therefore, because *** ******* did not have continuous previous coverage, we had to offer her the new policy rate, and could not honor her previous policy rate. We file our rating rules and rates with the State of ***** ******** and we must remain compliant and apply them equally to each of our policyholder’s.  

I’m sorry for *** *******’s frustration in this matter. If you have any questions, please call me at ***************

Sincerely, 

**** *******

**** *******
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Progressive telling me that if I had continuous coverage on my vehicle they could offer me a lower rate is really a load of crock, because I went with a difference insurance company and they quoted me a price half of what progressive was charging me. It makes no sense to me that having been a customer of Progressive since 2006, they could not have helped a customer in need during a time of distress. I told them I had removed myself from an unhealthy living situation and that is why I got behind on my payments. They tell a customer of almost 10 years that there's nothing they could do for me. Well, Progressive will never get any of my money again. You have not resolved my complaint. Your company is selfish and you do not know the meaning of true customer service. Not to mention, your customer service reps are rude and asleep, not fully present, giving customer their undivided attention. 

Regards,

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




 

7/6/2015 Delivery Issues | Complaint Details Unavailable
7/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for services about two months ago. According to what I was told I had a set fee as a matter of fact I received confirmation for my fees in the mail. I later received an email about adding my son on the account and something about paperless billing not being on my account. I had my account set up the way I wanted it and there was no reason for anyone to change it. Just as your company has a budget so do I and I feel I changes should not have been made until I was contacted and confirmation to changes was given verbally. I believe your word is your bond even though things have changed I didn't change my mind about what I wanted or it would not have been taken directly out of my banking account. This sounds like someone wanted a sale.

Desired Settlement: I'm fine with the billing adjustments but your representatives need to know not to make changes on an account already set up. I am asking for my bill to be back at $148.11 Thanks

Business Response: June 17, 2015


Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ******* ******
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive County Mutual Insurance Company


*** *******,

I’m writing in reply to your letter dated June 10, 2015.

I’m sorry to hear of *** *****r’s dissatisfaction with our application process. 
On April 15, 2015, *** *****r bought an automobile policy with us through an agency, ********* ********* ***********. The policy was originally sold with *** *****r, her spouse **** ****** and a **** ********** *****t and **** ****** ******. 

During our application review, we found that there might have been additional drivers in the household. Often times these drivers are teenagers or adult children or other relatives who may have other permanent addresses. On May 8, 2015, as part of our verification process, we sent out a memo and asked that *** *****r verify any additional drivers by May 21, 2015. Because we didn’t hear from her, we added her son, ********** ** ****** to the policy. 

The Paperless Discount also required consent to the terms and conditions. 
*** *****r had approximately 42 days to consent from the time the policy was purchased. On May 31, 2015, we removed the discount and on June 5, 2015, we reapplied the discount. 

As of the date of this letter, it appears *** ****** has been in contact with her agent and the policy is back to its original form. 
There are three remaining payments due for July, August and September. These payments are scheduled to be $148.11.

If you have questions, please call me at **************.  

Sincerely,

Rose V*******

Rose V*******
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,
******* ******

To whom it may concern,

  In regards to this matter, my policy should not have been changed period. It was set up already and the insurance companies are always doing something to get extra money but don't want to pay out on claims and if so the rates increase. How can this company say there is a justified change when I didn't agree to it.  I am asking for the services I need, not what the company thinks I should have then draft the amount out of my checking account as if to say my other bills don't matter! That is too much power I asked specifically for what I needed no more ,no less. It is not fair to change my policy for that reason.

7/4/2015 Problems with Product/Service | Complaint Details Unavailable
7/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good Day, Sir or Madam: I trust this correspondence finds you well. My name is ********* ******. I have been a policy holder with Progressive for nearly nine (9) years – both during my residency in ******* and ********. I send this letter as a formal request to be wholly reimbursed for recent rental car expenses paid. The root cause of the matter appears to be related to an inadvertent action that occurred on the company’s behalf some time ago. Pursuant to a recent motor vehicle accident and the necessary follow-up with the claim office, I was advised that I did not have rental car coverage as an option on my policy. Various conversations have been held with different departments throughout the organization regarding the matter. One representative reviewed the policy history and confirmed that full coverage (i.e. collision, comprehensive, and car rental coverage) was present in 2013. The policy had been changed to liability only for a brief period of time (while my car was not being driven); and the full coverage (i.e. collision and comprehensive) was restored at a later time. Unfortunately, the car rental coverage feature was not added back to the policy as I intended/expressed at that time. This company oversight has caused me to absorb the expense of a car rental while the proceedings of the auto accident claim are being processed. In light of my long-term and good-standing relationship with Progressive, and an expectancy of reasonable and amiable good faith, I again, respectfully request that your company reimburse me for the car rental expenses I have paid related to the extenuating circumstances. I have legal representation regarding the auto accident claim; and a copy of the written letter will be submitted to their office for general knowledge sake. I believe the root cause of this problem is related to general customer service – and ask that it be reviewed and resolved as such. A simple dismissal and refusal to oblige in any way is highly insensitive and egregious. Moreover, the lack of service and/or reconciliation casts an extremely poor reflection the company’s value and character. Over $600 has been paid in rental car expenses to date. I would like all of the funds reimbursed. I should not be responsible for bearing the brunt of an error that was not mine.

Desired Settlement: Respectfully requesting that Progressive reimburse/refund me for the car rental expenses I have paid (related to the extenuating circumstances).

Business Response:

June 24, 2015 

Better Business Bureau
2800 Euclid Avenue, 4th floor
Cleveland, OH 44115

Attn: ***** ******* 

*** *******, 

I'm writing in reply to your letter dated June 8, 2015. 

On June 3, 2013, Comprehensive and Collision coverages with $500 deductibles were removed from the policy at *** ******'s request. Rental Reimbursement was also removed from the policy for a total premium decrease of $105. On June 18, 2013, Comprehensive and Collision coverages were added back on to the **** ****** with $250 deductibles for a premium increase of $110. Rental Reimbursement was not added back to the policy. 

On June 28, 2013, *** ****** replaced the **** ****** with the **** ********* involved in this loss. This included Comprehensive and Collision coverages with $250 deductibles and without Rental Reimbursement coverage for a premium decrease of $116. We sent Coverage Summaries after all of these changes outlining the coverages selected. We also sent additional Coverage Summaries on August 28, 2013, February 21, 2014, August 30, 2014, and February 28, 2015, outlining the coverages on the policy, which did not include Rental Reimbursement coverage. We listened to the calls where the changes were completed and verified that Rental Reimbursement coverage was not requested. 

We completed our investigation and sent a Denial of Coverage letter to *** ****** regarding the Rental Reimbursement coverage. 

I'm sorry for any confusion.  You can call me with questions at 1-302-781-3711.

Sincerely,

**** ********
Claims Manager

Enclosures

 

7/3/2015 Problems with Product/Service | Complaint Details Unavailable
6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/24/15 I was driving through an intersection when someone went through their red light and hit me. The driver took complete ownership of the accident. My front passenger's side of my **** ******* ****** was badly damaged. I was encouraged by my auto insurance Progressive to take it to one of their recommended shops. They convinced me and I brought it to * **** ********* in ******** **. Due to my radiator clips being on a nationwide back-order, I did not receive my vehicle back until 4/24/15. Upon picking up my vehicle I noticed the poor quality of work completed on my car and also noticed several things that were supposed to be repaired or addressed that were not. Progressive sent a rep out to investigate the situation, and after an inspection of the vehicle they also concluded that the repairs were not done in the manner they were supposed to be. On May 11th my vehicle was brought to ***** ******** **** in ******* ** to repair the repairs. I received a call on 5/15/15 from the shop stating that my repairs were complete. I asked if the alignment had been completed which in reply I was told the insurance had not approved it. I told the shop that I was told on multiple occasions that the alignment would be covered since my vehicle had been hit right near the front passenger tire. The shop then contacted Progressive got the approval and I was notified that I could pick my car up at 4:00pm. When I picked my vehicle up I could tell something was still wrong. It was pulling badly to the drivers side still. I put a complaint in with the insurance and never heard back. On 5/25/15 I was on the highway when my car started having engine problems. My vehicle is only a few years old and has never had any problems with the alignment or the engine. I immediately contacted Progressive and informed them of the matter. I had only had the car back from the shop for approximately 1 week when this happened. On 5/26/15, Progressive picked up my vehicle and brought it back to ***** ******** **** for Diagnostics. I was told that I would be informed of what the issues were the next day. I had to call several times to get any answers. On 5/28/15 I spoke with a rep from progressive who informed me that they were not done with the diagnostics but that at the moment it seemed unrelated to the accident. My boyfriend then contact ***** ******** **** in ******* ** and was informed that they had not even touched my vehicle. Progressive had informed the shop not to touch or even turn on the vehicle until a rep was available to meet them. We were also informed by the shop that although we were told that the shop had performed an alignment that had not actually done one. How can the insurance claim its not accident related when the shop hasn't even looked at my vehicle. I was informed that if I chose an insurance approved shop that my repairs were guaranteed for life, but what good is that guarantee if they don't actually complete the repairs.

Desired Settlement: I want my vehicle back to the state it was in prior to the accident. I also want to be compensated for the time I have had to spend dealing with this matter.

Business Response: June 9, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115 
Attn: ***** *******

Re: File Number: ********
Customer Name: ******* ******
Claim Number: **********
Policy Number: ********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Direct Insurance Company 


*** ********

I’m writing in response to your letter dated May 30, 2015. I appreciate the opportunity to respond to *** ******’s concerns.

The impact to *** ******’s **** ******* ****** was confined to the right front.  On April 1, 2015, **** **** ********* ****** wrote an estimate. The licensed Appraiser, Sasha L*******, and the repair shop agreed that the front bumper cover, grille assembly, right front headlamp, hood, and radiator support required replacement. The right front fender did not require replacement and was repaired for three labor hours. There was no confirmed damage to *** ******’s right front tire or wheel.   

On April 1, 2015, *** ******** contacted *** ****** and advised her that they would not complete the repairs until April 24, 2015, because the radiator support for the vehicle was on back order. The repair shop did complete the repairs by April 24, 2015.

On April 25, 2015, we received a call from Dan D****, the owner of the vehicle, indicating that a wheel alignment was not completed on the vehicle.  

On April 27, 2015, *** ****** called and indicated that she was upset about the following issues and stated that her car was not restored to pre-loss condition. 
*** ****** indicated that she requested the shop use a less expensive after-market grille. They did not use this grille because it did not properly fit and would not have restored the vehicle back to pre-loss condition. 
*** ****** also indicated that the collision repair shop did not complete an oil change as she requested and there was an alignment issue. The oil change was unrelated to the loss and an alignment was not included on the original estimate because there was no impact to the vehicle’s wheel, tire, or right front suspension mounting area. Our representative contacted the repair shop to discuss 
*** ******’s concerns. The shop confirmed that the grille she requested (that was not on our estimate) did not fit, so they purchased a grille from ***** at no additional cost to *** ****** to expedite the repairs. The shop indicated they were not able to complete an oil change due to time constraints, but did apologize to 
*** ******. The oil change was not on the estimate because it was not loss related.

On April 29, 2015, *** ****** called in and reported that in addition to the oil change and alignment issue, there were also black marks on the inside of the vehicle. *** ****** did not address these marks when she picked up her vehicle on April 24, 2015, nor did she mention it in previous discussions. As a customer courtesy, our Supervisor, Kara C****, reviewed the file and agreed to pay for an alignment to the vehicle, even though there was no damage to the wheel, tire, or right front suspension mounting point. Ms. C**** also contacted the repair shop and provided pictures of the black marks located on *** ******’s windshield, sunroof, and right front interior door trim. None of these areas were near the repaired areas of the vehicle. A representative contacted *** ****** to address her concerns and schedule an appointment at the repair facility so they could investigate those concerns.
   
On April 30, 2015, our Representative, Sara M*****, re-inspected *** ******’s vehicle and documented her concerns. During the inspection, *** ****** indicated there was a fit issue with the hood molding, but the molding was not damaged in the initial loss. *** ****** also pointed out the right headlamp was “off” and did not look like the left headlamp and pointed out damage to the vehicle’s rear bumper and right rocker molding near the rear of the vehicle. Ms. M***** explained to *** ****** that those damages were not consistent with the right front damages caused in the loss and therefore will not be covered.

On May 11 2015, we scheduled an appointment at ******* ******** **** ***** *** of ******* because *** ****** did not wish to return to **** **** *********.   At that time, *** ****** met with our Appraiser Ashley S****, and the repair shop manager to discuss all of her concerns. The shop agreed to complete the following at our cost:

Replace the right headlamp with another headlamp

Detail the car to remove the black spots

Complete an alignment by **** **** **** 

Address the hood molding issue 

Additionally, as a customer courtesy, **** ****, the original repair shop, agreed to pay for a rental for *** ****** because she did not have Rental coverage on her policy. 

On May 19, 2015, Ms. S**** emailed *** ****** to confirm her satisfaction with the repairs. *** ****** responded on May 25, 2015, indicating that on her way to ***** ******, she heard a clunking noise and her car stalled. Please note that there was no damage to *** ******’s engine or transmission from the March 24, 2015 accident.  

On May 26, 2015, *** ****** spoke to Supervisor Kara C****, and confirmed her check engine light came on after the vehicle stalled. The vehicle was moved to ******* ******** **** ***** *** for a re-inspection. Ms. C**** advised *** ****** that the engine issue needed to be diagnosed to determine if the new condition was related to the loss.  

On May 29, 2015, the shop technician at ******* ******** **** ***** *** confirmed there was a loud knocking noise coming from the top rear section of the engine, not in the impact or repair area. The technician also noted that there was an oil change completed on May 3, 2015, by ****** *** ****** and the vehicle had been driven 1,172 miles since the last known oil change. The mileage on the vehicle at the time the engine stalled was 75,504, which is 1,759 more miles than when the original estimate occurred on April 1, 2015. The technician confirmed that the engine knocking was not likely related to the loss, and required further assessment by a mechanic or a ******* dealership. Our Appraiser Ashley S**** contacted *** ****** to discuss the repair shop’s assessment, explain the next steps, and to obtain an authorization to tear down the engine for diagnosis of the engine condition. After our efforts to contact *** ****** on June 1, 2015 and 
June 2, 2015, were unreturned, we confirmed her vehicle was moved to * * * **** ****** in ********** ************* on June 3, 2015. Ms. S**** contacted Stuart at 
* * * **** ****** and faxed him a copy of our estimates. Stuart from * * * **** ****** confirmed there was no impact to the engine or shifting to engine’s mounts.

On June 8, 2015, Ms. S**** went to the shop, confirmed there was no visible damage to the engine and was advised that Stuart would complete the vehicle’s assessment once he returned next week. Ms. S**** will follow up with the repair shop manager when he returns to confirm the engine tear down was completed as *** ****** requested and he will work with the repair shop to determine the source of the problem. As we discussed with *** ****** on June 3, 2015, a recent internet search revealed there are several recalls and known engine issues to the **** ******* ******. The engine model on her car is known to experience, “engine bearing failure, overheating, oil consumption, piston ring failure, and/or connecting rod knock. Unfortunately, these non-collision mechanical issues are not covered by 
*** ******’s auto insurance policy.

If you have any questions, please call me at 1-************.
   
Sincerely, 

Kara C****

Kara C****
MRR Supervisor

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




 

6/27/2015 Billing/Collection Issues | Complaint Details Unavailable
6/27/2015 Problems with Product/Service | Complaint Details Unavailable
6/26/2015 Problems with Product/Service | Complaint Details Unavailable
6/26/2015 Problems with Product/Service | Complaint Details Unavailable
6/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Have been a customer for 10+ years. Filed a claim and they lied to, bullied and insulted me throughout the process. Denied my claim and have no appeal options listed in policy information given to me.

Desired Settlement: Take responsibility and pay out a customers claim.

Business Response:

June 18, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ****** ******
Claim Number:   *** *******
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Universal Insurance Company


*** *******, 

I’m writing in reply to your letter dated June 11, 2015.

I appreciate the opportunity to clarify the situation and I ‘m sorry for any confusion.
 
I’ve reviewed this claim. We have in good faith, completed our investigation and found that this loss was not due to a collision with any object but was caused by mechanical failure. *** ******’s policy with us does not cover a mechanical failure. 

I hope this information has helped explain our position. You can call me with any questions at 1- ************.

Sincerely,

Thomas *. C*********

Thomas *. C*********
Claims Supervisor

Consumer Response:
Their claims reps had no ideas what they were talking about when I spoke with them. Both that I spoke with lied to me several times and the second contradicted the first reps claim of a blown motor causing the clunk we felt when he stated they did not know if the motor had blown or not because they hadnt started it. They also stated that they had three different people from the shop look at it and I was informed by the manager of the shop that he and the progressive rep were the only ones whom looked at it. So theres another bold faced lie. Theyre notorious for this as I have found out from MANY ex customers. There is also a national new story of them doing the same thing to a customer that had died in an accident. They had to be sued to accept their responsibility in the matter.

This is the link to that case: http://mobile.nytimes.com/2012/08/18/your-money/progressives-side-of-the-insurance-case-that-blew-up-on-the-internet.html?smid=tw-share&_r=0&referrer=

Business Response: June 26, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn: Aisha Ibrahim

Re: File Number: ********
Customer Name: ****** ******
Claim Number: **********
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Universal Insurance Company


*** *******,

I’m writing in reply to your letter dated June 10, 2015.

I’m sorry for any frustration *** ****** may have experienced.
 
I’ve reviewed this claim again. There is no new or additional evidence that would change our initial decision. Our visual inspection of the vehicle shows no signs of any impact. *** ****** serviced the part that failed the day prior to the failure. Our investigation found that this loss was not due to a collision with any object but was caused by mechanical failure. *** *******s policy with us does not cover a mechanical failure.

I hope this information has helped explain our position. You can call me with any questions at 1-************.

Sincerely,

Tom C*********

Tom C*********
Claims Supervisor

6/26/2015 Problems with Product/Service | Complaint Details Unavailable
6/26/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/25/2015 Problems with Product/Service | Complaint Details Unavailable
6/25/2015 Problems with Product/Service | Complaint Details Unavailable
6/24/2015 Billing/Collection Issues | Complaint Details Unavailable
6/24/2015 Problems with Product/Service | Complaint Details Unavailable
6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/25/15 around 8 pm I was involved in a accident with two of progressives insured customers. The female driver I hit on the side because she suddenly stopped in the road, because she stated that there was stuff in the road, but that stuff was farther ahead from her and I noticed she had a dog that was jumping from passenger seat to driver seat. Furthermore the stuff that was laying in the road was from another progressive insured who actually stole the stuff from his job. At the time of the accident his (*** *****) information wasn't available because he fled the scene. But after a police investigation was conducted his information was provided. Around 5/26/15 a claim was filed against the female driver (*** *****) who I thought was at fault and it was denied way before the investigation was completed by the ******** state police. Upon receiving *** *****'s information a claim was filed against him and I do not know the out come of that because I'm being told that I can only have contact with progressive threw mail. The ******** state police investigate proves that me and *** ***** was not found at fault, but *** ***** was at fault and was charged for the accident. I do not have the claim numbers at this time, but I do have names, addresses, phone numbers and policy numbers for both progressive parties. I believe *** ***** is the cause of this accident because the stuff he stole was not probably secured in the truck and the stolen stuff fell into the road causing a accident. But if he's not the cause then *** ***** definitely is because of her dog. No progressive adjuster has been out to look at my car or nothing. I don't know if this is how it's suppose to work, but I'm getting real tired and I'm about to seek legal action. The progressive insured infromation is below ******* ***** ************ * ****** **** *** *** *********** ** ***** ********** **** ****** ****** ******* ***** ************ *** ***** **** ******* ** *********** ** ***** *********

Desired Settlement: They need to come look at my car, take pictures and decide who's at fault.

Business Response: June 4, 2015


Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115-2408
Attn:  ***** *******

Re:  File Number: ********
       File Name: ******** ********
       Policy Type: Personal Auto
       NAIC Number: *********
       Company Name: Progressive Direct Insurance Company


*** *******,

I’m writing in reply to your letter dated June 1, 2015. The following is a summary of our investigation.

On May 28, 2015, *** ******** reported the claim. We immediately assigned the claim to our claim representative for an investigation. We found that *** ******** had submitted a second report of the same accident. Another claims representative had handled the first report on May 26, 2015.

Our investigation indicates this was multiple vehicle accident in which *** ********' vehicle was the farthest behind the other vehicles. We have secured interviews from all three drivers involved in this accident. The two other parties involved are customers of ours. The first vehicle, a pickup truck driven by our customer,
*** ***** *****, had debris in the bed of the vehicle. Because the debris wasn't properly secured, it fell onto the roadway. *** ***** slowed down in the roadway and came to a stop. The second vehicle driven in the incident by our customer, ******* *****, was driving behind this truck and was able to safely stop her vehicle without striking the front vehicle. *** ******** was unable to safely stop his vehicle in time and rear-ended *** *****'s vehicle in front of him.

After a thorough investigation, we have found negligence on *** ******** for failure to maintain a proper lookout and following too closely. Based on the facts of the incident, *** ******** should have been able to stop safely, bringing his vehicle to a stop and avoid rear-ending the vehicle in front of him.

The State of ******** abides by the rule of Contributory Negligence, wherein, if a person is negligent and even partially contributes to his or her own injury or damage, that person is barred from recovering against another for such injury or damage. We are only responsible for claims in which our customer is found legally liable. Because of *** ********’ negligence in the loss, we are unable to compensate him for the damages to his vehicle. We will be seeking payment for our customer, *** *****'s damages from *** ******** directly, because we have discovered that he was uninsured at the time of this accident. We have communicated our decision verbally and in writing to *** ********.  

We maintain that we have completed a thorough investigation and our liability decision is correct. The second claim reported is now closed. The first claim is pending settlement of *** *****'s property damage and bodily injury claim.

I’m sorry for the inconvenience caused. If you have any questions, please call me at 1-************.

Sincerely,

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

******* ********
Claims Manager

6/23/2015 Problems with Product/Service | Complaint Details Unavailable
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6/23/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/20/2015 Problems with Product/Service | Complaint Details Unavailable
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6/19/2015 Problems with Product/Service | Complaint Details Unavailable
6/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company withdrew $216.24 from my checking account for April billing instead of the $161.55 that was agreed upon when I set up payments. States the overage was because I didn't log in and confirm paperless billing. I did try to log in and "*****" could see that I had been in my account but it did not get finished. I didn't know that it did not get finished. She asked her supervisor to allow her to make change to my account. She denied it but then ***** put me on with supervisor, her name was ********. She was rude to me and told me I had never logged into my account which I had and ***** could obviously see that or she would not have been able to see that it did not get finished! She was rude and talking to me like a child and I told her not to speak to me like that, and she said, " well hey...." I do not appreciate the way she spoke to me. Even went so far as to tell me that, "it's not Progressive's issue that I didn't do what I was supposed to. I could not afford the extra $50 out of my account especially since I wasn't expecting it and cannot afford the extra $20 per month that is going to be tacked on for this oversight! You were already expensive enough!!! I cannot believe you are going to charge me $20 per month for not signing a paper!!! It's ridiculous! Your website is not user friendly and neither are your customer service representatives. ***** tried to be helpful but supposedly she cannot help customers(do why even have her answering the phone) I would look into new advertising as well. Very misleading!!

Desired Settlement: I would like this to be acknowledged, I want the $50 put back into my account, someone to walk me through logging into my account and doing what needs to be done and my monthly billing to go back to the agreed upon $161.55 from when I started the policy.

Business Response: June 2, 2015

Better Business Bureau

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

Attn: ***** *******

Re: File Number: ******** 

Customer Name: ******* ***** 

Policy Number: ********* 

Policy Type: Personal Auto 

NAIC Number: ********* 

Company Name: Progressive Paloverde Insurance Company

*** *******,

I’m responding to your letter dated May 7, 2015. Thank you for your patience as 

we’ve worked to resolve *** ***** concerns.

As an accommodation we’ve allowed *** ***** to complete the required enrollment 

and signature forms. We’ve applied the full discount to her policy. I have spoken to 

*** ***** and she confirmed she is satisfied with our resolution. 

If you have any questions, please call me at 1-440-********.

Sincerely,

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

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

Consumer Relations Specialist

6/18/2015 Problems with Product/Service | Complaint Details Unavailable
6/18/2015 Problems with Product/Service | Complaint Details Unavailable
6/18/2015 Billing/Collection Issues | Complaint Details Unavailable
6/17/2015 Billing/Collection Issues | Complaint Details Unavailable
6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My exotic car was damaged by your insured client. I was told I would be paid for the loss of use of my vehicle at the minimum rate of $39 a day since I did not accept the economy rental car I was offered. Now 101 days later, I have a new rep handling things and she said that I would not be getting paid for that since I had use of another vehicle. This whole process has been a struggle and fight to get the car repaired properly in the first place. I have wasted many hours of time till I finally even got the car to a trusted repair facility.

Desired Settlement: I would like to be paid the agreed amount I was promised of the $39 a day I am without my vehicle. It will be a total of 106 days.

Business Response: May 7, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH 44115
Attn: ***** *******

Re: File Number: ********
File Name: ***** ************ 
Claim Number: **********
Policy Type: Motorcycle
NAIC Number: *********
Company Name: Progressive Direct Insurance Company


*** ********

I'm writing in reply to your email dated May 1, 2015. 

We reached out to *** ************ on May 5, 2015, and provided a satisfactory resolution to his concerns. He's agreed to resolve his initial loss of use claim and we're in the process of issuing payment to him. His original demand was for $4,134, but he's agreed to resolve his initial loss of use claim for $3,861. 

It was also brought to our attention that *** ************ has discussed some workmanship concerns with the repairs to his **** ***** ***. He's taking his vehicle back to the shop to address these concerns. We've made an agreement with him to discuss additional loss of use once it's determined how long his vehicle will be in the shop.  

I'm sorry for any inconvenience he's experienced. Please call me with any questions at 1-************.  

Sincerely,

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

******** *******
Claims Supervisor

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did have the conversation but have yet to actually receive any check.  Plus the work was not completed properly and it has been a week and a half and I still have not heard back from anyone with a plan as to when and how the proper repairs will be completed.  Once again I will have to be without my vehicle and arrange transport back and forth from **** to ********* and back.


I am not happy with the poor service on these issues.

Regards,

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




 

Business Response: May 26, 2015

Better Business Bureau
2800 Euclid Ave., 4th floor
Cleveland, OH 44115
Attn: ***** *******

Re: File Number: ********
File Name: ***** ************ 
Claim Number: **********
Policy Type: Motorcycle
NAIC Number: *********
Company Name: Progressive Direct Insurance Company


*** *******,

I'm writing in reply to your email dated May 19, 2015. 

We reached out to *** ************ on May 20, 2015, and advised that we mailed his check for loss of use, in the amount of $3,861, on May 15, 2015. During this conversation, we discussed with him his concerns in regard to the quality of the repairs and missed damage to his vehicle's right headlight. We advised him that he needs to address the workmanship of his repairs with the shop directly and at this time we're unable to relate the damages to the right head light to this loss.  

I'm sorry for any inconvenience to *** ************. If you have any questions, please call me at 1-************.  

Sincerely,

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

******** *******
Claims Supervisor

6/17/2015 Problems with Product/Service | Complaint Details Unavailable
6/16/2015 Billing/Collection Issues | Complaint Details Unavailable
6/16/2015 Problems with Product/Service | Complaint Details Unavailable
6/16/2015 Problems with Product/Service | Complaint Details Unavailable
6/13/2015 Problems with Product/Service | Complaint Details Unavailable
6/10/2015 Problems with Product/Service | Complaint Details Unavailable
6/10/2015 Problems with Product/Service | Complaint Details Unavailable
6/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since the cancellation of this policy I have dealt with people at this company who have refused to contact me to discuss the arrangement of paying back the balance still owed on the policy which I still am disputing. I received a notice at the end of last week, on May 14th indicating that if I did not contact the company soon that they would send the account to a collection company. I contacted them two days later and in response I was informed that it had already been sent. This is not right. I felt I was not afforded the opportunity to rectify the problem and or communicate to someone my intentions. I believe that the company acted in spite of our past relationship. I have had trouble with Progressive in the past and it seems that the relationship has continued to degrade. I was interested in speaking with someone to make arrangements to pay back the balance, but not given the opportunity. Sending this to a third party company jeopardizes my credit rating and there is no telling how this company with act in collection activity.

Desired Settlement: I am owed not only an apology, but also the opportunity to work out a payment plan with this company to pay back the balance. I have been subjected to less than professional behavior and treated with disrespect. They are to atone for this that goes beyond an apology.

Business Response: May 26, 2015

Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ******* ** *****
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Select Insurance Company

*** *******,

I’m writing in reply to your letter dated May 19, 2015.

On November 5, 2014 *** ***** bought a six month auto insurance policy with us via the internet for $884 and made an initial payment of $149.11. He opted to have his payments automatically withdrawn from his checking account with an Electronic Funds Transfer (EFT) bill plan. 

*** ***** changed his due dates on the automatic scheduled payments starting in December to April of 2015, from the 5th of each month to the 15th of each month. 

On December 12, 2014, he removed himself from the EFT bill plan and requested an invoice via the United States Postal Service (USPS). At the time of this change, his December 15, 2014, invoice was still due. 

On December 21, 2014, we issued a Cancel Notice with an effective date of 
January 2, 2015, for $148.33. On this same day, *** ***** made this payment via the internet. 

On January 2, 2015, we issued an invoice for $152.33 due by January 18, 2015. Because he didn’t make this payment on time, on January 23, 2015, we added a $5 late fee to his policy.


On January 25, 2015, we issued a Cancel Notice for $152.33 with an effective date of February 6, 2015. *** ***** made this payment on February 5, 2015, via the internet. 

On February 19, 2015, he called us and made coverage changes to the **** ***** and the **** ****** *****. We added $407 to the policy.

On February 27, 2015, we issued an invoice with an effective date of March 15, 2015, for $508.16. Because he didn’t make this payment on time, on March 20, 2015, we added a $5 late fee. 

On March 22, 2015, we sent a Cancel Notice and asked that he make a payment by April 3, 2015. On April 3, 2015, *** ***** contacted us via on line chat and asked to cancel his policy voluntarily effective April 3, 2015. We advised *** ***** of his new amount due of $579.97. We made an accommodation to waive the $50 Cancel Fee applicable to his policy and a $5 late fee. We advised him of his new amount due of $524.97

On April 26, 2015, we sent a Collection Letter and asked that he make a prompt payment to the policy for the amount due of $524.87 to avoid further collections.

On May 15, 2015, because he never made this payment, the balance was sent to our outside vendor ****** *********** ******** *****. *** ***** can reach them directly at 1-866-******** to make any payment arrangements. 

I’m sorry to hear of any dissatisfaction with us, I show we did make numerous attempts to speak to *** *****, however; he refused to allow us to contact him via telephone. Each time, he stated he was at work and unable to receive calls. We also advised him when he communicated with us via chat, that supervisors do not use chat for any escalated issues. On several occasions we asked him to call us directly or allow us to call him. He refused to do this each time. Below are the chat dates where we addressed his balance due.  

December 2, 1014
December 18, 2014
January 2, 2015
February 19, 2015
March 3, 2015
March 13, 2015
March 16, 2015, call was disconnected
March 23, 2015
March 24, 2015
April 3, 2015
May 18, 2015


Currently, this amount is valid and due immediately. He would need to contact the collection agency to make any payment arrangements. If you have questions, please call me at 1-440-********.  

Sincerely,

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

**** ********
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Progressive insurance has balked numerous times and failed to properly communicate with me. They indicated that they wanted to speak with me, but I refused because I was at work or some other issue, isn't true.

I contacted Progressive in early April to make arrangements, but my requests went unanswered. They refused to speak with me in chat and refused to call me. I provided a phone number have never received a single phone call.

Now, the account is with a collection agency, potentially damaging my credit rating. This is inexcusable and reprehensible. The dates mentioned in response from Progressive failed to mention that I contacted their company, via phone, to set up arrangements. I was told each time that a supervisor would contact me and one failed to do so.

Regards,

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




 

Business Response:  
June 8, 2015


Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ******* ** *****
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Select Insurance Company


*** *******,

I’m writing in reply to your follow up letter dated June 1, 2015.

I’m sorry for any frustration this situation has caused *** ***** and for any breakdown in communication. As we previously advised, we attempted to speak with *** ***** several times, but we were unsuccessful in speaking with him. 

If *** ***** wants to make payment arrangements, he can contact ****** *********** ******** at 1-866-********, and they will be happy to assist him with payment arrangements. 

If you have any questions, please call me at 1-440-********.

Sincerely, 

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

****** *******
Consumer Relations Specialist

6/10/2015 Problems with Product/Service | Complaint Details Unavailable
6/9/2015 Problems with Product/Service | Complaint Details Unavailable
6/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had an accident in my **** ******** * about a year ago due to black ice. Progressive agreed to cover the cost of the repairs. At the time, they failed to inform us that we must use one of their authorized repair shops in order for any cost for repairs done due to poor workmanship/failure to fix the problem. Recently, my **** started to violently shake. We took it to the repair shop (******** ** *******, **** ************). We were told we needed to get new tires. We did through ******. This is when it was discovered that my **** was not lined up correctly. We contacted Progressive. They sent a ***** out to look at the ****. He said since we did not use their shop that ************* who did the repairs the first time, was responsible for the repairs and any damage caused by the bad repair work, but will cover any newly discovered damage caused by the accident only. Progressive never informed us about needing to go to one of their shops for coverage. ***** and the claims rep ****** ****** both admitted that they do not do that because the law could view that as steering us to a certain business. They NEVER told us that our repair would not be covered at the time of the initial repair. We never signed anything related to the accident except checks co-issued to me and the repair shop for the repairs. Progressive never went and inspected the work upon completion of the repairs nor were we told to bring it to them for inspection. Neither ************ (**** ************) nor Progressive will pay for our new tires (which ******s verified as being premature in balding due to the bad repairs) or any other repairs due to the bad workmanship. Dave is working on fixing the frame issue. The claims # is **********

Desired Settlement: I would like all repairs to the frame, new tires and any other damage caused by the repairs to be paid for in full by either Progressive Insurance or **** without any out of pocket costs to me. I want ******* to do any repairs that they are capable of doing (ex: radiator, tires, etc.) I will also accept my vehicle being totaled by Progressive and being paid the avg. Kelly Blue Book value for my **** **** ******** * with 149,000 miles in fair condition.

Business Response: April 16, 2015

Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: **** **********
Claim Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Direct Insurance Company


*** *******,

I’m responding to your letter dated April 8, 2015. Thank you for the opportunity to clarify the situation.

This claim was reported to us on January 16, 2014. At the time of report,           *** ********** indicated that the vehicle was currently at ******** **** ****** *** ****** ** *******, ****. He further stated that he wanted the repairs completed at ******** **** ****** *** ********* ** ******** ****. Because *** ********** already had already indicated his preference of repair shops, other repair shop options were not reviewed with him by our claims representative. 
We completed an estimate of damages for the Jeep Wrangler at *** **********’s shop of choice. The vehicle repairs were completed on March 4, 2014 and the vehicle was returned to *** ********** by the repair facility. We left a message for *** ********** on March 5, 2014, to confirm *** ********* was satisfied with the repairs. 

On March 26, 2015, over a year later, *** ********** contacted us to advise he had issues with the repairs on the vehicle. *** **********’s vehicle was at ******** **** ****** *** ****** for maintenance work and he was made aware of issues by their technicians that he believed were a result of inadequate repairs. We inspected the vehicle at ******** and did note some issues with the repairs and welds to the frame. *** ********** was advised to return the vehicle to ******** **** to address repair issues with their facility directly. 

On April 13, 2015, we contacted **** ********** and advised her that we are actively working with shop to resolve repair issues. *** and **** ********** are adamant that the new tires they needed to purchase were due to inadequate repairs to the frame of the vehicle which caused uneven wear to the tires. They are requesting that either we or ******** **** ********* reimburse them for the tires. 

We don’t warranty repairs completed at a repair facility that is not an approved repair facility under our network program. It is our practice to do everything possible to assist our customers in resolving issues with repair shops; however, because we don’t provide warranty for the repairs completed by ******** **** *********, we respectfully decline the **********’s request for reimbursement of their new tires.
If you have any questions, please call me at 1-*************

Sincerely,

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

**** ********
Managed Repair Manager

Consumer Response:

My decision should not be a reason to not be informed that my repairs would not be covered if they were faulty. I was never informed that I was responsible to make sure the repairs were done correctly. Progressive never inspected the vehicle to insure the repairs were done right. I was never properly informed on what was covered and what was my responsibility. I notified Progressive once the vehicle started to act improperly and took it to a mechanic right away. I also dispute the claim of putting 14,000 miles on my Jeep after the repairs.


I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




 

Business Response: May 27, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** ******* 

Re: File Number: ********  
Customer Name: **** **********  
Claim Number: **********  
Policy Number: ********* 
Policy Type: Personal Auto 
NAIC Code: *********  
Company Name: Progressive Direct Insurance Company  


*** *******,

I’m writing in reply to your follow up inquiry dated May 20, 2015. We appreciate the opportunity to clarify the situation further. 

When a customer elects to have their vehicle repaired at a shop within our preapproved network, we provide a limited lifetime guarantee on the repairs. Because *** ********** had his **** **** ******** repaired by ******** ****, which is a repair facility outside of our network, ******** **** would be responsible for providing a guarantee on any repairs completed. 

If I can be of further assistance, please call me at 1-************.

Sincerely, 
**** ********

**** ********
Managed Repair Manager


Enclosures

6/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Progressive wrongly canceled my insurance policy without cause or notice. My policy was paid in full when I obtained coverage, yet Progressive chose to cancel my policy shortly after I was involved in an accident in which I was found to be not at fault. I was driving without insurance for a number of days for I received an email from them letting me know my policy had been canceled days prior. When I contacted Progressive and had a new policy written, they booted me from their 'Platinum Rewards' loyalty program, and bumped me down to the 'Silver' level; costing me benefits and cost savings. Way to treat a customer who was nearly killed Progressive, really nice.

Desired Settlement: I only want Progressive to reinstate me as a 'Platinum Rewards' member, and credit the cost difference on my new policy, effective the date the new policy was written.

Business Response: Response to file number ********

6/5/2015 Delivery Issues | Complaint Details Unavailable
6/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I previously had renters insurance with Progressive, which I canceled. In mid Jan I changed my address (moved down the street) from ***** *** ** ****/******** to ******** * ** ** and *** ****/********. I was told on the phone that my premium would increase from $30/month to $60/month. I agreed to this. Then they charged me $173.60 without my authrization. I talked to a manager on the phone but they would not fix anything. I did not sign any agreement or verbally agree to $173.60 per month. That is not anywhere close to what I was told.

Desired Settlement: I would like a refund in the amount of $173.60 for the hassel. At a minimum I would agree to pay a total of $30 addtional for the partial month I was covered in Janurary. That would bring the total refund down to $143.60. Thanks.

Business Response: February 16, 2015

Regarding:

Case # ********

Complainant: **** ********

NAIC: ***** Homesite Insurance Company of the Midwest

Homesite Insurance Company of the Midwest is in receipt of the above mentioned complaint. 

Thank you for the opportunity to respond. Homesite is the underwriting company for Progressive 

Home Advantage homeowners policies. The basis of the insured’s complaint is with regard to

the increase to the insured’s policy premium after changes were made to the insured’s policy.

The insured also mentions a premium payment that was charged without the insured’s 

authorization.

On 3/6/2013 the insured purchased an HO-4 renters policy with Homesite effective 3/7/2013-

3/7/2014. This policy remained active.

In review of the insured’s complaint the recorded service call between the insured and 

Homesite’s service department that took place on 1/9/2015 was reviewed. On this day the 

insured called Homesite’s service department to change the property address (insured location)

on his policy as well as add coverage to his policy for an engagement ring (scheduled personal 

property). It should be noted that during this call the insured was not informed that his policy 

premium was going to increase from $30.00 a month to $60.00 a month as the insured states in 

his complaint. Instead, the insured was informed that his policy premium was going to increase 

by $122.00 due to the changing of his property address. This $122.00 is a prorated charge from 

the date the insured’s property address/insured location was amended (1/9) to the end of the 

policy term. The insured’s engagement ring was not added at this time as the service 

representative informed the insured that he would need to provide Homesite with the appraisal

for the ring.

After review of the increase to the insured’s premium, it is believed that there may have been a 

rating error which resulted in an incorrect premium increase to the insured’s policy when the 

insured’s property address was amended. Homesite has opened an investigation to determine if 

there was an error in the rating of the insured’s premium when this policy amendment took 

place. 

In the insured’s complaint the insured also mentions that he was charged $173.60 without his 

authorization. Please note that the insured’s policy was setup on Homesite’s 12-Pay payment 

plan which requires an initial down payment and 11 monthly payments. The insured authorized 

Homesite to pull these payments from his credit card on file each month on a recurring basis. It 

is for this reason that the insured’s payment in question ($173.60; 1st payment for the renewal 

term) was pulled from the insured’s credit card on 2/7/2015.

On 2/16/2015 I left a voice message for the insured requesting a callback. The reason for my 

call was to inform the insured that Homesite has opened an investigation pertaining to the 

increase to his policy premium.

Once a determination of Homesite’s review has been found, I will communicate the findings to 

the insured. 

Please feel free to contact me with any further questions or concerns. My contact details are 

below. 

Sincerely,

*** ******

Customer Advocate

Homesite Insurance

Direct: ************ 

Fax ************

E-mail: ********************

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I previously had renters insurance with Progressive, which I canceled. In mid Jan I changed my address (moved down the street) from ***** *** ** ************* to ******** * ** ** *** *** *************. I also put a rider on the insurance for a wedding ring. I was told on the phone that my premium would increase from $30/month to $60/month. I agreed to this. I verbally authorized this over the phone. Then they charged me $173.60 without my authorization. And then went on to say my next months payment would be $122. I immediately contacted them and they did not explain why this was increased without my authorization. I talked to a manager on the phone but they would not fix anything. I did not sign any agreement or verbally agree to $173.60 per month. That is not anywhere close to what I was told. Later, they admitted that there appeared to be an error with their insurance quote. But I did NOT get a refund, regardless. How could there have been an "error" but I don't get a refund? This is absolutely fraudulent and unethical. Again, I state, I did NOT sign anything, and I only verbally agreed to $60/month. There was no contractual agreement to $173.60 nor was there an autherization to withdraw anything greater that $60 from my checking account.

Regards,

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



Business Response: April 6, 2015

Regarding:

Case # ********

Complainant: **** ********

NAIC: ***** Homesite Insurance Company of the Midwest

Homesite Insurance Company of the Midwest is in receipt of the above mentioned complaint. 

Thank you for the opportunity to respond. Homesite is the underwriting company for Progressive 

Home Advantage homeowners policies. The basis of the insured’s complaint is with regard to 

the increase to the insured’s policy premium as well as a premium payment that the insured 

states was charged without authorization.

It is important to note that this same matter was addressed in a prior response that was sent to 

the Better Business Bureau on 2/16/2015 (Case # ********).

Within my prior response I stated that after review of the increase to the insured’s premium it 

was believed that there may have been a rating error which resulted in an incorrect premium 

increase to the insured’s policy when the insured’s property address was amended. I further 

stated that Homesite had opened an investigation to determine if there was an error in the rating 

of the insured’s premium when this policy amendment took place.

Homesite investigated the increase to the insured’s policy premium and determined that the

insured’s policy was rated correctly when the policy amendment took place (1/9/2015) based on 

the location of the insured’s new property address/insured location.

A voice message was left for the insured on 3/2/2015 requesting a callback to inform the 

insured of the result of Homesite’s investigation however, a return call was not received. Please 

note that the insured also did not call me regarding my prior voice messages left on 2/16 and 

2/26 when I called to inform the insured that Homesite had opened the premium increase 

investigation and when I called to inform the insured that his policy was still being reviewed.

When the insured cancelled his renters policy on 2/9/2015 effective 2/11/2015 he received a 

refund of all unearned premium ($33.00 applied to Visa card ending in 1680 on 2/17/2015). 

Respectfully, based on the information provided in my prior response, along with the additional 

information provided in this response, no additional refunds are owed the insured. 

Please feel free to contact me with any further questions or concerns. My contact details are 

below. 

Sincerely,

*** ******

Customer Advocate

Homesite Insurance

Direct: ************ 

Fax ************

E-mail: ********************

Consumer Response: On Fri, May 15, 2015 at 2:44 PM, **** ******** ************************ wrote:
Sorry for the late response. I've been very busy, as we all can get sometimes.
 
Previously I had renters insurance with Progressive, which I canceled after my premium went up from about $30/m to $173/m. In mid-January I changed my address and also wanted to get a rider on an engagement ring. I called Progressive (Homesite) and gave the information over the phone and faxed over the appraisal for the ring the same day. They quoted me at $60/m for renters insurance. I was told on the phone that my premium would only increase from $30/m to $60/m. I agreed to this and verbally authorized this over the phone.
 
Then they charged me $173.60 on 2/9/15 without my authorization. . I immediately contacted them to ask for a correction; however they claimed there was not an error and that my next payment would be $122.00. They did not give me a logical explanation as to why my premium had increased without my authorization. I talked to a manager on the phone but they would not fix anything for me. I did not sign any agreement with them or verbally agree to $173.60/m or $122/m.
 
After I complained to the BBB, they admitted that there appeared to be an error with their insurance quote, in a response I attached from *** ******. He stated that there appeared to be an error with their insurance quote in the BBB response. However, I still have not received a refund.
 
I later tried contacting *** ****** and left several messages. I also emailed and reopened the issue with the BBB, since I didn’t get a refund. A few weeks ago I got ahold of *** ****** by phone and asked for the refund. He said they reviewed my case and decided not to give me one. He claimed that I agreed to the $173.60 for the first month, plus $122.00 by phone and that they had a recording. I did not. I was told my preexisting monthly payment of $30/m would double to about $60/m. He also claimed that the rider was added after that phone call, when I faxed the info in. He claimed this was because I didn’t provide it at the time of the phone call. Again, this is untrue.  At the time of the original phone call to change my policy, the representative asked me specific details about the ring in order to generate an agreed upon price. I also gave them my new address at this time. Therefore, anything above $60 was NOT authorized.
 
Furthermore, I got a competitive quote for $45/m from Ameriprise for the same insurance with the rider and new address. The idea of charging me $173.00 is not only unauthorized, but is also unrealistic.
 
I am confident that the only evidence they have is the audio recording, and that it would only validate my side of the story. Furthermore, I did not sign any agreement, or verbally agree to pay $173.60. I was also only authorized for an automatic deduction of $30/m. They deducted $173.60 unauthorized. I canceled early, they admitted to the error, and do not have any evidence to support their case. Given this info, I would request a full refund in the amount of $173.60.
 
Thanks,
 
**** ********
 

Business Response: May 26, 2015

Regarding:

Case # ********

Complainant: **** ********

NAIC: ***** Homesite Insurance Company of the Midwest

In response to the insured’s rebuttal:

Please note that in addition to providing your Department with a response to Case # ******** 

on 2/16/2015, I also provided your Department with a response to Case # ******** on 

4/6/2015 which pertains to the same matter.

When the insured’s first Better Business Bureau complaint was researched, it was believed that 

there may have been a rating error which resulted in an incorrect premium increase to the 

insured’s policy when the property address/insured location on the policy was amended.

Homesite had not stated that a refund was owed to the insured, but did state that it was 

believed that a rating error had occurred which would be investigated. The investigation found 

that the policy was rated correctly when the amendment took place on 1/9/2015 based on the 

location of the insured’s updated property address.

In addition to what was stated in my prior responses, it should be noted that after the insured’s 

policy was amended on 1/9 (property address updated) and 1/12 (ring scheduled on policy), 2 

billing statements were mailed to the insured’s property address (1/17/2015 and 1/23/2015) 

stating the premium due amount of $173.60 due by 2/7/2015. It was noted on both billing 

statements that this amount would be pulled from the insured’s account (credit card) on the due 

date as he authorized automatic payment deductions. On 2/7/2015, the due date, the premium 

payment in the amount of $173.60 was pulled automatically from the insured’s credit card on 

file. It should also be noted that the premium payment in question ($173.60) was not the 

insured’s monthly fee for the 2015-2016 term, but instead, the first payment/down payment of 

the renewal term.

The information regarding what took place during the insured’s call to Homesite on 1/9/2015 

was stated in my response that was provided to your Department on 2/16/2015. The insured 

was informed that the change to his property address increased his policy premium by $122.00. 

During this call the insured’s ring was also discussed, however, a premium for adding coverage 

for the ring was not mentioned as it was requested that the insured provide Homesite with the 

appraisal for the ring. The insured’s ring was scheduled on his policy on 1/12/2015.

The insured’s premium increased by $122.00 in the 2014-2015 term for the change to his

property address/insured location and $21.00 for the scheduling of his ring. 

The insured received a refund of all unearned premium when he cancelled this policy on 

2/9/2015 (effective 2/11/2015).

Respectfully, Homesite holds its previously stated position; no additional refunds are owed the 

insured.

Please feel free to contact me with any further questions or concerns. My contact details are 

below. 

Sincerely,

*** ******

Customer Advocate

Homesite Insurance

Direct: ************ 

Fax ************

E-mail: ********************

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Additional Notes

Complaint: My name is ******** I received a notice in the mail on 03/24/2015 stating i owed a balance of $2,000.80 which is not a valid debt. I had my own insurance policy and ******* ******* was not eligible to be insured on my policy due to a suspended licence in the state of **** and ******. Progressive was the insurer at the time and didn't notify me of any changes that was going to be made or made on my policy, also nothing was authorized. I was notified of this when my bank had a attempt to withdraw over $2,600.00 on 2 separate occasions 01/15/2015 and 01/21/2015 both payments NSF'd through the bank and I canceled my insurance policy on 02/06/2015

Desired Settlement: I want the balance removed as well as the reporting to the credit bureau.

Business Response: Consumer Relations Department 
6300 Wilson Mills Road, N71C 
Mayfield Village, OH 44143 
Fax: 1-888-******** 
complaintfile@progressive.com 

May 4, 2015  

Better Business Bureau 
2800 Euclid Avenue - 4th floor 
Cleveland, OH 44115 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: ******** ****** 
Policy Number: ******** 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Direct Insurance Company 

*** *******, 

I'm writing in reply to your letter dated April 28, 2015. 

When ******** ****** started her policy, she acknowledged on the application and 
the Electronic Funds Transfer (EFT) payment agreement that we'd update her policy 
and payment schedule as necessary and that it was her responsibility to make sure 
the funds were in the account. 

On November 18, 2014, we issued a notice to *** ****** advising she needed to 
sign the exclusion form for ******* ** ******* and provide proof of compliance 
with ****'s financial responsibility laws. Unfortunately, we didn't receive any of the 
required documentation. On December 12, 2014, effective the renewal date of 
November 13, 2014, we changed ******* ******* from being a list only-never 
licensed person to an insured driver. *** ******* had numerous violations on his 
driving record. We issued a revised coverage summary to *** ****** advising of 
the change and that it increased the policy $4,822. We also issued her a revised 
EFT payment schedule advising we'd withdraw $2,553.61 on January 13, 2015. 

The bank returned the $2,553.61 payment on January 22, 2015. We added a $20 
Returned Payment Fee and sent a Cancel Notice advising we'd cancel the policy 
effective February 6, 2015, if we don't receive $2,387.07. 

On January 22, 2015, *** ******* removed himself from the policy and we updated 
*** ******'s status to single. These changes created a $2,993.90 credit. On 
January 27, 2015, at *** ******'s request, we removed EFT and its discount, which 
increased the policy by $24.03. 


*** ******'s policy canceled for nonpayment effective February 6, 2015. We sent 
several notices to her for the $2,000.80 balance owed before we turned it over to 
collections. I’m sorry for the situation, but the balance owed is correct and can't be 
waived or removed. 

If you have any questions, please call me at 1-440-********. 

Sincerely, 

**** ******* 

**** ******* 
Consumer Relations Specialist 


Enclosures 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have a electronic signature on 5.13.13 for $1280.00 = 6 payments of $213.38. November 2013 a new policy started with me paying $142.50 per month. I never agreed to paying more. I agreed to have a auto withdrawal for only $for 142.50. Then my bank over drafted twice on 2.13.14  for a check trying to process for $2,553.61. I never authorized this amount. Nor did I know you could cover a individual with a suspended license.  Again this is not valid. 

Regards,

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




 

Business Response: May 14, 2015  

Better Business Bureau 
2800 Euclid Avenue - 4th floor 
Cleveland, OH 44115 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: ******** ****** 
Policy Number: ******** 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Direct Insurance Company 

*** *******, 

I'm writing in reply to your follow up dated May 7, 2015. 

The documents I provided show that when *** ****** started her policy, she 
acknowledged on the Application and the Electronic Funds Transfer (EFT) payment 
agreement that we'd update her policy and payment schedule as necessary and 
that it was her responsibility to make sure the funds were in her account. The EFT 
agreement also advised it would remain in place until she contacted us and gave us 
enough time to remove it. 

We properly notified *** ****** about the needed exclusion form for *** ******* 
and the proof that they complied with ****'s financial responsibility laws. 
Unfortunately, she didn't provide these so we corrected her policy and payment 
schedule accordingly. I’m sorry for the situation, but the balance owed is correct 
and can't be waived or removed. 

If you have any questions, please call me at 1-440-********. 

Sincerely, 

**** ******* 
**** ******* 
Consumer Relations Specialist

5/29/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: I have had a policy with Progressive Insurance since 1998 for my car. On May 4th I went to ad another car onto my policy through the internet when at the site I was told hat I no longer had Insurance as of that day. My policy was not to be renewed and so I called Progressive Insurance up immediately I live in ******** ******* and have lived here for quite sometime. But the lady from Progressive told me that as of July of last year that I was not to have my Policy renewed because and I quote " The Post Office had notified Progressive insurance that I no longer lived in ******* but had actually moved to **** "" I thought this is so strange that I got my tape recorder and recorded the rest of the phone call. Since when did Post Offices call insurance companies up and than tell them that people have moved. I have not been out of ** least 6 years and I have never lived in ****. So now they want me to start over as a new insured and therefore I lose my 17 years of a customer and my discounts that go along with that plus a few things that I have been grand fathered on such as 1 year policy verses a 6 mo policy. They said that I had been notified of the plan to not to renew my policy by mail. I asked them where that notice had been sent and they told me to my new address in **** . I find all of this to be peculiar plus I had a second car on the policy that I had sold in November of 2014 and I had called them to remove the car when I sold it. It has never been removed and after checking my bank statements I have been charged for that car even though I called and cancelled it in November of 2014. The guy I spoke to on the phone did say that I am still insured but I still have no verification of this and Progressive Insurance has semt me e-mails to get a quote as a new insured so I am unsure If I even have coverage at this point. Thank you ***** ****** ************ ******************* Product_Or_Service: insurance policy Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Just want reinstated where policy was wrongly cancelled as 17 year client not as new.

Business Response: Response to file number ********

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Additional Notes

Complaint: I am having difficulty settling a Total Loss claim with this insurance company. I have been a customer of this company since 1989, but have had multiple vehicles with them since 2010. I received an evaluation of my vehicle and its "market value" from the company. The valuation is several thousand dollars below true market value and the company refuses to budge on the value even though current market values were provided that clearly show that their estimate is well below the actual value of the vehicle. After providing this information the company still refuses to budge on increasing the value of the vehicle. The policy states that I will be made "whole" as I was before the accident. In order to fulfill that statement, the company needs to make a significant adjustment to the value they are providing.

Desired Settlement: I am requesting an adjustment to meet the true market value of the car and the investment I have in the car. The contract/policy says that I will be made whole as I was prior to the accident. This would require them to account for the Down Payment in the car, the Tax, Title and License, and the payment made for the extended warranty. All of which will be lost at their current settlement price. This amounts to approximately $6300.00.

Business Response: Response attached

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Additional Notes

Complaint: To Whom It May Concern,For some time, I did my insurance business with Progressive Insurance because my initial signup with one of their representatives was very nice and their rate was competitive with what other companies were offering me. In 2013, I moved to ***** for some time and therefore had to change my insurance plan with them in order to conform with ***** law. My encounter with them this time was terrible, the agent was rude and did not make the changes we discussed over the phone. I was forced to call several times before any changes to my policy were made, and for some reason none of the new agents had any details on me or my previous calls. Disgruntled, I looked into other companies and switched. I called Progressive to let them know I was cancelling and that I needed a return box for my snapshot devices. I received a box in the mail and mailed the devices as First Priority with a delivery confirmation. Low and behold, a month later I got a bill saying I had an outtanding balance on my policy and that I needed to pay for my snapshot devices.I have called Progressive several times to resolve this matter, but every time I call the agent I get says there are no notes on my file indicating that I cancelled my policy or that my snapshot devices were ever received. Now, Progressive has sent me to collections over $200 that I never owed in the first place.I do not feel that I owe Progressive anything, considering the experiences I have had with their terrible customer service representatives, and the fact that I did what I was supposed to do from the beginning, but am being treated like I did something wrong because their reps didn't do their job. To say I am upset would be a understatement. I have been trying to deal with this issue for two years now, and still have not been able to get anything done.I have made sure my family and friends never deal with Progressive again, and I will continue to warn people off of Progressive because of how terribly they treat loyal customers.

Desired Settlement: I would like this ridiculous charge taken out of collection. I have tried explaining the situation to several reps just to be put on hold for hours or hung up on directly. Even when talking about a settlement, I was hung up on. This is outrageous.

Business Response: Response sent fo the above inquiry

Consumer Response: I have reviewed the response made by the business in reference to complaint ID 10578774, and find that this resolution is satisfactory to me. 

Regards,

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


Consumer Response: From: ******** ********* ******************************
Date: Wed, May 6, 2015 at 5:36 PM
Subject: BBB Complaint Not Resolved
To: complaintfile@progressive.com
Cc: info@cleveland.bbb.org


To Whom It May Concern,

My name is ******** *********, and on April 14th, 2015 I submitted a complaint against Progressive Insurance to the BBB ** ******* * ******* ******** which was then transferred to the BBB in Cleveland, OH to be resolved (#********). 

I received a message from ***** *****, a consumer specialist with progressive, with a so called settlement for this complaint on April 21st. The actions *** ***** claims will be taken have not been followed through, and my attempts to contact her to address these concerns have not been successful.

I would like to know why Progressive has tried to placate me with words, and not through their actions. Saying that an issue will be taken care of and then not addressing is shameful for an individual, and even worse for a company. 

I have attached a copy of my original complaint and *** *****'s response. I have received nothing from Progressive since I left *****, except advertisements to open new accounts with them. 


--
******** *********
***** ********

Business Response: May 7, 2015 


Better Business Bureau, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115-2408
Attn:  ***** *******

Re: File Number: ********
Customer Name: ******** ** *********
Policy Number: **********
NAIC Code: *********
Company: Progressive County Mutual Insurance Company


*** *******,

I'm writing in reply to your follow up letter dated April 15, 2015. I appreciate the opportunity to clarify the situation. 

I have confirmed with  our Accounting Services Department that on April 29, 2015, we mailed a draft (*********) for $140.40 to *** *********’s address at **** ***** **** ****** ********** ******* *****. I've called and left a voicemail message for *** ********* to call me regarding this situation.

I'm sorry for the delay in the issuance of the draft. If you have any questions, please call me at 1-440-********.

Sincerely

***** *****

***** *****
Consumer Relations Specialist

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

Regards,

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


5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 12, 2015 my vehicle was hit on the driver side rear qaurter panel, the driver of the other vehicle admitted that the accident was his fault. After contacting his insurance company and waiting over 30 days, his insurance company has refused to repair the damage to my vehicle. Which I think is unfair an wrong.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Just the money owed for the repair of my vehicle

Consumer Response:

On March 12, 2015 ** ******* hit the rear driver side of my vehicle. As documented in the police report, ** ******* indicated he was at fault and caused the accident. On March 16, 2015 I contacted (insurance adjuster) ***** *******.  On March 18 I was instructed by ***** to take my vehicle to a progressive center so my damage could be documented which I did. Since then I have contacted ***** weekly to get a status on my claim since I was not receiving timely updates on my claim. ***** indicated he had been unsuccessful in contacting his customer ( ** *******). After leaving numerous voice messages over the course of 30 days, I was advised by ***** ******* that Progressive Insurance was not going to cover the cost to get my vehicle repaired since they had been unable to speak with ** *******, and that I needed to go through my insurance company to have my vehicle repaired. My complaint is that ** ******* himself indicated that the accident was his fault (per his statement documented on police report). If Progressive Insurance has made numerous attempts (per ***** *******), to contact ** ******* and ** ******* has declined to respond to Progressive's inquires, I should not be penalized for that. Progressive should move forward with paying my claim since there customer has chosen not to assist in getting this matter resolved.

** ******* Policy/ID NO **********

                    Claim NO **********

***** ******* Insurance Adjuster * **** ********

Police Report   ***** ****** **** ********

Business Response: response attached

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Additional Notes

Complaint: I terminated my automobile policy with Progressive Insurance in 2012. It has now been 3 years since I permanently terminated my policy with Progressive Insurance, but they refuse to permanently delete all my personal information from their system. Progressive Insurance told me that because of their internal retention policies they are unable to comply with my request to remove my personal information from their system. They also said that they are unable to remove my information from their records due to the insurance industry need to be able to provide information to all their business interactions with current customers, former customers and potential customers. ********** Department of Insurance told me that the law does not require them to keep my personal information after the account closure. It has now been 3 years since I closed my account. I do not owe them any money, and my account was closed in good standing. I do not intend to use their service ever again in the future. Therefore, I request permanent and immediate removal of all my personal information from their system.

Desired Settlement: Permanent removal of all my personal information, including social security number, from Progressive computer system and paper files.

Business Response: From: <ComplaintFile@progressive.com>
Date: Tue, Mar 24, 2015 at 1:43 PM
Subject: **** * ********
To: ***********************

March 24, 2015

Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re:     File Number:            ********
        Customer Name:  ********** ******
        Policy Number:  **********
        Policy Type:            Personal Auto
        NAIC Number:    *********
        Company Name:   Progressive Choice Insurance Company

*** *******,

I’m writing in reply to your letter dated March 17, 2014.

We appreciate the opportunity to address *** ******’s privacy concerns. As
an insurance company, we take these matters seriously and constantly work
on fine-tuning our practices. We do respect *** ******’s right to keep
personal information confidential and to avoid unwanted solicitations we do
not sell or share current or past information to any third-party products
or services.

We are unable to permanently delete *** ******’s information due to our
compliance and regulatory reporting requirements and retention periods that
are necessary for us to comply with each state law. However, we have
removed his information from our mailing list so that he doesn’t receive
future correspondence from us.

If you have questions, please call me at 1-************.

Sincerely,

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

**** ********
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

********** Department of Insurance told me that the state law of ********** does NOT require insurance companies to keep former customer information in their system, if the account has been closed in good standing. My account has been closed in good standing and I do not owe any fees to Progressive Auto Insurance. I do not intend to use their service ever again in the future, and I do not want my information to be at risk for possible future data breaches. Therefore, I request permanent and immediate removal of all my personal information from their system.

Regards,

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




 

Business Response: April 10, 2015

Better Business Bureau, Inc.
2800 Euclid Ave, 4th floor 
Cleveland, Ohio 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ********** ****** 
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Choice Insurance Company

*** *******,

I’m writing in reply to your letter dated April 3, 2015.

I’m sorry for not completely explaining the basis for our data retention policies. To clarify, we do keep consumer information for compliance and regulatory reporting requirements driven by state laws. This includes ********** Code of Regulations ** ** * *******, as well as **** **** **** ******* *******, both of which require retention of historical data for a minimum of four years. However, this is not the only reason we retain the data.

The information is also relevant to demonstrate compliance with federal laws and regulations, including the Fair Credit Reporting Act and Driver’s Privacy Protection Act.  Further, it may become relevant to market conduct exams, regulatory inquiries, civil litigation, and in order to demonstrate compliance with various contractual obligations. These obligations can extend for many years. 

While we won’t delete *** ******’s information, we do wish to assure him that we maintain physical, electronic and procedural safeguards to protect his information. Moreover, we won’t sell or share his name, address or other personal information to nonaffiliated third parties for their marketing purposes. 

I trust this has been a satisfactory explanation in settling *** ******’s inquiry to this matter. 

If you have questions, please call me at 1-************.  

Sincerely,

**** ********
**** ********
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I contacted ********** Department of Insurance again and they again confirmed that federal and state laws do NOT require insurance companies to keep former customer information if the policy has been closed in good standing. When I called ********** Department of Insurance, I cited the regulations that Progressive referred to in their response, and ********** Department of Insurance told me that these regulations do NOT require the retention of FORMER customer information. Furthermore, Fair Credit Reporting Act only applies to financial institutions and NOT insurance companies, and Driver's Privacy Protection Act only applies to DMV and NOT to insurance companies. Therefore, by law Progressive is NOT required to keep my information, and I request permanent removal of all my personal information from Progressive system and paper files.

Regards,

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




 

5/13/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
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Additional Notes

Complaint: My complaint is related to an unjust cancellation fee of $50, installment fee of $50, and late fee of $50 that Progressive applied to my final balance for an auto insurance policy I carried with them. I let my policy cancel as I switched to another carrier. Progressive has no right to bill me for these bogus fees. I had been a customer of Progressive for over 6 years for my auto insurance. I made all my payments and switched to another carrier in January of 2015. I called Progressive to let them know and their representatives told me they would process a cancelation. They never mentioned they would be billing me a bogus cancellation fee, installment fee and a late fee. They have since recently sent my final bill to a collections agency requesting $199.43 from me. I have made numerous attempts to contact Progressive to have them reverse the bogus fees and I mentioned I would pay the balance minus the unjust fees, but they deny all my requests.

Desired Settlement: I do not plan to pay their final bill without them making the adjustment to reverse the bogus fees. My desired outcome is to pay what I should owe, which is only the unearned premium, no cancellation fee, no late fee and no installment fee as I had switched to another carrier and have every right as a consumer to do so without being subjected to bogus fees.

Business Response: Attached please find a response for file * ********

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Additional Notes

Complaint: I am having two problems with Progressive. The first involves a vehicle that I no longer own. When I called in December 2014 to cancel the insurance, I was told that I owed $39 that was not paid in July of 2014. I have no records showing that the July monthly payment was not paid in full. Standardly, if the payment is not made, the policy is canceled so I cannot understand why Progressive wouldn’t have billed me for it in August of 2014 if I owed the amount in July 2014. I dispute the validity of that debt. Secondly, I called Progressive in December 2014 to get liability only coverage on an older truck. I made the January 2015 payment of $58.83 but when I called to make the next payment on February 4, 2015, I was told that my policy had been canceled. The rep would not take my payment of $58.83 but did say that she could reinstate the policy but my premiums would now be almost $80. That was too much money for liability only coverage on a 1994 pickup truck so I declined. I received a notice from Progressive at the end of February telling me that since I had not made a payment, my policy had been canceled on February 20, 2015 and I owed them $158.00. I am disputing this charge. I was told that I had no insurance on February 4th and that my policy was canceled so I found insurance with another company. I was not told during the conversation on February 4th to expect a bill charging me for coverage that I did not have.

Desired Settlement: The $39 charge allegedly from July 2014 and the $158 I am being charged for insurance that I did not have needs to be corrected. I do not owe $39 nor do I owe $158.

Business Response:

May 1, 2015

Better Business Bureau, Inc.

2800 Euclid Avenue, 4th Floor

Cleveland, OH  44115-2408

Attn: ***** *******

Re:  File Number: ******** 

       Customer Name: ****** ******** 

       Policy Number: ********* 

       Policy Type: Personal Auto 

       NAIC Number: *********

       Company Name: ******** ****** ********* *******

       Policy Number: ********

       Policy Type: Personal Auto

       NAIC Number: *********

       Company Name: Progressive Advanced Insurance Company

*** *******,

I’m writing in reply to your letter dated April 24, 2015. We appreciate the 

opportunity to clarify the situation.

On December 23, 2014, we received a call from *** ********, canceling her 

******** policy ********** effective this date. The balance due isn't from a prior 

billing in July of 2014. The remaining balance due of $39.33 is the amount due after 

the cancellation of the policy, for coverage we provided from  June 23, 2014 to 

December 3, 2014. I've enclosed a copy of the billing summary and Final Bill for 

your review.

Effective December 3, 2014, we originally issued *** ********'s ********* policy 

*********** for a six- month rate of $269 with an initial payment of $58.83. This 

amount  included an Online Signature Discount of $51. In order to maintain this 

discount, the necessary forms had to be signed online. Because *** ******** did 

not sign her forms online, we processed a change removing this discount effective 

December 3, 2014, revising  the total six- month rate to $320.  We sent ***  ********

a bill  for $79.21 for her second installment, which  included the revised 

amount due for the first installment and the past due amount needed for the initial 

payment. The remaining three installments would've been $69.00, with the last one 

being at $68.96. Each installment amount included a $5.00 service fee.


We canceled the policy effective February 20, 2015,  for nonpayment, leaving  a 

balance due of $100.05.


On April 23, 2015, we referred the balance to Credit Collection Services  because 

we did not receive *** ********’s payment.

I've enclosed a copy of the Coverage Summary Pages, Letters, Billing Notice and 

Final Bill for your review that were mailed to *** ********. I also included the 

billing summary for your review.

I'm sorry for the misunderstandings. I hope this information has helped explain our 

position. If you have any questions, please call me at 1-************. 

Sincerely,

***** *****

***** *****

Consumer Relations Specialist

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5/6/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Progresive is an absolute disgrace! I was in a car avcident with a person who had progresive insurance 5 years ago and they were great they took care of me and my car and the agents were wonderful. I had a guy pull out infront of me over a month ago and he also had progresive insurance. I called and called and could not get ahold of the agent handling my claim. I sent email after email and finally got a response from the agent and she sounded like i had agervated her and told me look i dont know why you keep contacting me because to be honest your not going ro get any type of compensation for your vehicle because their client was almost through with his turn whenni hit him. Like it was my fault that he pulled out in front of me and i couldnt stop. She was pretty much annoyed that i was bothering her so much. She said she couldnt close the case until their client sent in pictures of his car and that has been well over a month ago and i have not heard anything from them. They will not answer my phone calls they wil not call me back.I have never spoken to an agent that was as rude as this one was. She acted as if i was bothering her and she did not want to be bothered with me. I believe that they are just avoiding me so that they dont have to cocompensate me for my vehicle that was totaled in the aaccident and I find it an absolute disgrace that this is how they treat people that they know can do nothing about it because they don't have the means. Progresive is a horrible buisness i will be making my situitiin public so people will know what kind of a company they really are and will take thier buisness elsewhere!

Desired Settlement: Since th e accident was not at all my fault because their client was making an illegal turn and pulled out in front of me i would greatly appreciate it if they would do the job they are paid to do and compensate me for my vehicle that was totaled and is barley even worth anything! Stop being so greedy and rude with people because you know they dont have the means to protect and defend themselves from this horrible thieving company!!!!!!

Business Response: Response attached

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5/5/2015 Billing/Collection Issues | Complaint Details Unavailable
5/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: i purchased home owner insurance from progressive ins and paid the over 1000.00 for the first year. The our mortgage company said we had to escrow it in. But progressive would not do this. So we asked for a refund and progressive sent our money to our mortgage company. Our mortgage company did not ever pay progressive I did. Now they are saying we have to contact the mortgage company to get our money back when the mortgage company never had anything to do with it they just gave our money away

Desired Settlement: A full refund of my money.

Business Response: April 23, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH 44115
Attn:  ***** *******

Re: File Number: ********
Customer Name: **** ****
Policy Number: ********
Policy Type: ****** ****
NAIC Number: *********
Company Name: Progressive Casualty Insurance Company


*** *******,

I'm writing in reply to your email dated March 29, 2015.

We originally issued a draft to *** ******* ******* for $$942. We placed a stop payment on that draft and reissued it to *** **** on April 14, 2015. As of today, the draft has not been cashed. She should receive it with five to seven business days from the issue date. 

I'm sorry for any inconvenience *** ***n has experienced. Please call me with any questions at 1-************.

Sincerely,

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

****** * *****
Consumer Relations Specialist

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5/1/2015 Problems with Product/Service | Complaint Details Unavailable
4/30/2015 Problems with Product/Service | Complaint Details Unavailable
4/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had Commercial Insurance for my work truck with Progressive and the premium went up 500%. Monthly payment from $280 to $1,500.. I cancelled the policy 4 days after the payment was due. they say I owe them $605.20 and I do not agree with how that is even remotely possible.I did hear that Premiums went up the Trucking Industry but saying I owe over 2 times my regular monthly Payment when I cancelled Policy ********** that took effect 4 days after Payment was due. Product_Or_Service: Commercial Insurance for Truck Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) A settlement of I owe maybe 4 days of Insurance and that they stop collection activity to me thru Credit Collection Services Commercial file # of ** **** ***** ******** *************. That nothing be put against me on my Credit Report.

Business Response: response and documents attached

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Additional Notes

Complaint: Was supposed to have full refund on March 23Rd. Never recieved it. On march 22nd bought insurance from progressive through ******($1264). Due to unforeseen expenses i had to cancel it on the 23rd. On the 24th my bank account was over drawn that because i had to use my money for other things. When i contacted ****** they said they never recieved a cancel notice. Progressive said they will look into it and TRY to figure it out in five days. The problem is each day i wait i get charged $35 for a fee. The refrence number for my chat with progressive rep is ********

Desired Settlement: I want my promised refund and any other fees i may get from my bank.

Business Response: April 2, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115 
Attn:  ***** *******


Re: File Number: ********
Customer Name: **** *****
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Marathon Insurance Company 


*** ********

I’m writing in response to your letter dated March 27, 2015. I appreciate the opportunity to respond to *** *****’s concerns about his refund.

We canceled the policy effective March 23, 2015 at *** *****’s request and will mail his full refund of $1,246 on April 7, 2015.

We have a 15-day hold period on all payments to make sure that we don’t refund money that could potentially be returned by a customer’s financial institution. Depending on the financial institution, there can be a significant delay in their notifying us of an invalid or insufficient payment. This hold time allows us to confirm directly with the bank that the funds were received before we process any refunds.

I’m sorry for the inconvenience this may have caused.

If you have any questions, please call me at 1-************. 

Sincerely, 

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

**** *********
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was going to accept it until i checked my bank account. What i found was a return from progressive, with a return check fee of $35 (which is what the bank charges) and then Progressive took it out again and returned it again so now I have another returned check fee. I was nice once, if it does not get resolved this time (the $1264 plus extra to cover my fees i am getting because of it) I will be filing a lawsuit and it will be for a hell of a lot more than what I am asking for now.

Regards,

**** *****




 

Business Response: April 14, 2015

Better Business Bureau 
2800 Euclid Avenue, 4th Floor
Cleveland, OH  44115 
Attn:  ***** *******

Re: File Number: ********
Customer Name: **** *****
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Marathon Insurance Company 


*** *******, 

I’m writing in response to your follow up letter dated April 9, 2015.

Mr. Stieg made a payment of $1,264 via his *** *** account. We received the payment from *** *** and applied it to his policy. We did not return the payment as stated in Mr. Stieg’s letter. If the payment was returned to his bank, that transaction is between *** *** and Mr. Stieg’s bank. Therefore, we will not refund any return payment fees Mr. Stieg incurred.  

On April 7, 2015, we mailed Mr. Stieg a refund of $1,264. To date, the refund has not been cashed.

If you have any questions, please call me at 1-************. 

Sincerely, 

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

**** *********
Consumer Relations Specialist

4/22/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/22/2015 Billing/Collection Issues | Complaint Details Unavailable
4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a policy with progressive insurance and recently got into a horrifying car accident on my way back to school for the next semester, I contacted progressive and immediately informed them about the situation as my policy instructed me to, they provided me with a claim number and stated that a representative by the name of ****** ******* will be contacting me regarding my claim. Received a call 3 days later and as i spoke with ****** to figure out the process she rudely started asking me indirect questions and stated that i didn't have a policy with their company. i stated to ****** that i did have a policy and provided her with a policy number she rudely explained to me that she is going to do her investigation and she was going to call me back the next business day.The next morning i didn't receive a call from ****** so i decided to follow up with ******. contacted progressive and they informed me that ****** was out of the office on vacation and will not be back in the office until next week, so i thought to myself why would she tell me that she would call me back if she knew that she was going on vacation the next morning so i asked to speak with her manager.the agent explained to me that he is not available at the moment and that he will contact me asap.The next morning i received a call from ******* ****** and he explain that ****** never processed the claim and that he will need a few documents to move forward with the process.the next day i got an email from ******* stating that the process is moving forward that was a week ago,so i decided to call progressive a third time regarding the situation and and hit a brick wall once again this process has been going on since 3/6/2015 and has inconvenienced me i have no transportation and i would like this matter to be addressed immediately. Product_Or_Service: progressive claims Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) i would like for my claim to be processed for the loss of my vehicle and i would like to be compensated directly by the company for the misleading advertisement and my trouble from ****** and the team of progressive.

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4/15/2015 Billing/Collection Issues | Complaint Details Unavailable
4/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I switched my auto insurance from PROGRESSIVE to ***** effective on 03/01/2015, and ***** sent PROGRESSIVE a letter on 02/23/2015. But progressive tried to withdraw money from my spouse's bank account on 03/03/2015 causing $35 of overdraft fee.

Desired Settlement: I want progressive to refund me the $35 bank fee caused by their unauthorized action.

Business Response:

March 12, 2015

 

 

Better Business Bureau

2800 Euclid Avenue, 4th floor

Cleveland, OH 44115

Attn: ***** *******

 

Re: File Number: ********

Customer Name: ** ****

Policy Number: **********

Policy Type: Personal Auto

NAIC Number: *********

Company Name: Progressive Direct Insurance Company

 

 

*** *******,

 

I’m writing in reply to your email dated March 6, 2015.

 

I’m sorry for any frustration this situation has caused *** **** and *** ******.

 

We received the proof of duplicate coverage and the request to cancel the policy on March 2, 2015. We canceled the policy effective March 1, 2015, the date their ***** policy started.

 

*** ******’s policy was set up on Electronic Funds Transfer (EFT), with his payments scheduled to be withdrawn on the 1st of each month as he had authorized. We withdrew the scheduled payment of $395.32 on March 1, 2015. Unfortunately, we did not receive a request to cancel the policy or remove EFT prior to March 1, 2015, so we processed the authorized withdrawal.

 

As there was no error on our part, we are unable to refund *** ****** any fees he may have incurred as a result of the withdrawal.

 

If you have any questions, please call me at 1-************.

 

Sincerely,

 

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

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

Consumer Relations Specialist

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

Regards,

** ****


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4/8/2015 Problems with Product/Service | Complaint Details Unavailable
4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with progressive auto insurance since 2003 We all four family members are insured with them . We insured two cars till 2012 and then we added two more cars to their insurance company. All four of us have good driving records. Progressive always was addressing me as their 'platinum customer'.I stayed loyal to them too, in spite of my house being insured with other insurance company I still continued with progressive. In Jan,2015 I receive a letter from Progressive that my policy was nonrenewable. I was shocked to see that notice and called my agent who I have dealt with for the past 7 years. After inquiring I came to know that progressive claims that there have been too many road side assistance taken by our family and that is the reason for nonrenewal of policy. I was totally aghast by their statement because I know we have *** for road side assistance for the last 10 years and none of us have ever contacted progressive for any road side assistance. I was told by progressive to contact their underwriter department, doing so twice and spoke with two men named ***. 'Yes it is the road side assistance. I double checked with my family and started to check with ***. After all those long hours on the phone and being transferred from one agent to another telling the same story a million time I came to know it was not the issue of road side assistance from progressive. I called the under writer department again and insisted that I wanted to talk to a manager after a long wait a lady ** ***** came on the line. No one wants to give their last names or ID in this department.She said it was not the road side assistance issue.It is number of claims in the past 3 years. After harassing me for so many days and so many hours, they came up with another thing.This lady did not budge saying decision has been taken,I requested a copy of all claims, which are 9 claims in 13 years on 4 cars, none of these were our fault.The reason we pay $350 in insurance is to have protection in unforeseen event Product_Or_Service: progressive auto insurance since 2003 Account_Number: policy no. ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I pay for insurance 350/m to have protection against unforeseen events. All of us have good driving records. The policy is non renewed because we had 9 insurance claims in 13 years on 4 cars and 4 drivers.We have been diligent customers for 13 years and comply with the terms of our policy,even in last 3 years we have only 4 claims,and none of these due to our fault. We are being penalized unfairly and dishonestlyWe would like to have our insuran

Business Response: Consumer Relations Department 
6300 Wilson Mills Road, N71C 
Mayfield Village, OH 44143 

Fax: 1-888-******** 
complaintfile@progressive.com 
 
 
March 4, 2015 
 

Better Business Bureau 
2800 Euclid Avenue - 4th floor 
Cleveland, OH 44115 
Attn: ***** ******* 

Re: File Number: ******** 
Customer Name: ********* **** 
Policy Number: ******** 
Policy Type: Personal Auto 
NAIC Number: ********* 
Company Name: Progressive Advanced Insurance Company 


*** *******, 

I'm writing in reply to your letter dated February 25, 2015. 

I appreciate the opportunity to clarify the situation and apologize for any 
misinformation. 

On January 10, 2015, we issued the Nonrenewal Notice that clearly stated that the 
nonrenewal effective March 13, 2015, was due to 10 or more claims since policy 
inception. The notice didn't state the nonrenewal was due to who was at fault in the 
claims or roadside assistance claims. On February 12, 2015, we also sent a 
Reminder Notice advising the policy will not be renewed effective March 13, 2015. 
I've enclosed copies of these for your review. 

I'm sorry for *** ****'s frustration, but we're unable to remove the nonrenewal 
effective March 13, 2015. 

If you have any questions, please call me at 1-************* 

Sincerely, 

**** ******* 

**** ******* 
Consumer Relations Specialist

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


From: ********* **** ********************
Date: Thu, Feb 26, 2015 at 1:55 PM
Subject: Regarding the complaint
To: ************************* *************************


**** ** ***** *******,
I appreciate your prompt response on the complaint filled against Progressive Auto Insurance. We want the policy to be reinstated ,as there has been no fault of ours that we are being penalized.
We have been paying $355/month, to protect us from the unseen events . As long as we were paying and there was no claims filled ,I was their platinum customer. Even now the claims which have come in last 3 years are not due to our faults. 
I have great confidence in your company which has been helping commoners like us and getting  justice.
Thanking you.
Sincere regards 
*** ********* ****
 

Regards,

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




 

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4/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Been with company for 2 years have always payed Bill on time every month with no issues went and bought a new truck in Dec and wife did a online quote for our vehicles and found out our premium would be 70 dollars a month less just because her name was then first on policy ...same coverage same vehicles same everything ...so because my name was first in policy we were being charged 70 more a month ...called company and first person said it was becaue I had a worse driving record then she had ..I'm still listed on policy with her quote also same driving record and all ...second time we called lady told us it was because of credit scores my score is a few points better then hers so I'm not sure why we get punished for having a better score ...I am really confused why we were getting charged more a month because my name was first on policy and at such a large difference we have now cancelled the policy with my name first and they still want to send me a Bill for one day of coverage I don't feel as though we should pay that considering for last 2 years we have been over paying for coverage

Desired Settlement: Refund for the amount we have been over charged for policy in the amount of 1680.00 that has been payed

Business Response:

February 16, 2015


Better Business Bureau
2800. Euclid Avenue, 4th floor Cleveland, OH 44115

Attn: ***** *******

Re: File Number: ********
Customer Name: *** *******
Policy Number: *********
Policy Type: Personal Auto
NAIC Number: *********
Company. Name: Progressive Universal Insurance Company


*** *******,


I'm writing in reply to your letter dated February 3,2015.

When we review credit history, we only retrieve it for the person who applied for the policy. *** ******* applied for this policy. Our credit review process doesn't favor either gender or any member of your household.

When we determine what a customer should pay for car insurance, we look at a lot of information about the customer, their driving record, and the car they drive.  We also look at the customer's credit history. Understanding how the customer uses credit helps us to determine a much more accurate rate.

We do not look at the customer's credit score. Unlike lenders, who determine credit worthiness based on how much money a person has borrowed and their ability to pay, we look more broadly at how they use credit—such as the number of open loans and accounts you have, in good standing.

For example, we've found that customers with open accounts in good standing are less likely to be involved in an accident.  This, in turn, allows us to offer a lower rate.

The last time we reviewed *** *******'s credit information was on April 28, 2013. The results of reviewing credit history for each consumer will vary depending on how they personally manage credit. 

I'm sorry for any frustration this caused *** *******. If you have additional questions or require more information, please call me at 1-************. 

 

Sincerely,

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

Credit Information Supervisor 

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Additional Notes

Complaint: insurance company refuses to do what they suppose to do according insurance policy, intentionally delaying my case for six months already. policy number :********** claim #*********** August 13 of 2014 my car was hit by another car which had no car insurance. Me and 2 of my kids got into the hospital. According to my insurance policy i have medical coverage up to a determined limit. Its been more than half a year already since my case is pending,everything looks like they intentionally delaying my case so i would have problems with my creditors.Their excuse that they tell me is a mistake(didnt put name of my daughter on the paper) in a request that they send to one of the hospitals. Such a big insurance company, and cant solve a simple case like that in a timely manner. I mean that we dont live in cave man world everything can be done much accurate and faster.

Desired Settlement: i demand the immediate execution according my insurance policy what im paing for evey time on time wit no excuses.

Business Response: March 2, 2015


Better Business Bureau 
2800 Euclid Avenue, 4th floor
Cleveland, OH  44115
Attn: ***** *******

Re: File Number: ********
Customer Name: ***** ********
Claim Number: **********
Policy Number: **********
Policy Type: Personal Auto
NAIC Number: *********  
Company Name: United Financial Casualty Company


*** *******,

I'm writing in reply to your email dated February 23, 2015.

We're currently in the process of obtaining all of the medical records associated with *** ******** and her two occupants who were injured in the August 13, 2014 auto accident. 

Our copy service has encountered some difficulties obtaining the medical documents but we should receive the records soon. We'll review the medical records and evaluate the three injury claims promptly upon receipt of the information from the medical providers.            

I'm sorry for any inconvenience. Please call me at 1-************, if you have any questions. 

Sincerely, 

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

****** ** *******
Compliance Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




 

4/3/2015 Problems with Product/Service | Complaint Details Unavailable
4/3/2015 Problems with Product/Service | Complaint Details Unavailable
4/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i had a prior accident that ihad to file a complaint to get fixed last time. iwas jusin another accident on dec 19th 2014 and they are now sending it to an investigator so theyndontnhave tohonor my full coverage insurance... i dont understand whynipay forfull coverage insurance when i get in an accidcenrt it needs to b stalled andninveswtigated!!! please help.. im a single mother who needsba vehicle and they wont honor my insurance i pay 245$ a month for.

Desired Settlement: for my vehicle to be paid off or at least pay thenretail for my **** ***** *******!! so ican get another vehicle..

Business Response:

January 5, 2015

Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ******** ********
Claim Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Specialty Insurance Company
*** *******,

I’m responding to your letter dated December 29, 2014. Thank you for the opportunity to clarify the situation.

On December 19, 2014, our customer reported to us that she had been involved in a single vehicle accident in which she slid off the right side of a road. Because there is no independent verification of this loss occurring, we are currently in the process of an investigation. As part of our investigation we have taken a recorded statement from our customer, inspected her vehicle and completed an accident scene investigation.

In addition, we have requested cell phone records from *** ******** along with pictures that she took at the scene. We are also in the process of attempting to contact the tow vendor involved and the guest passenger for a statement. Should there be any other investigative steps needed as we continue to review this claim, we will continue accordingly.

We agree that Collision coverage is active on her vehicle; however, in order to verify the loss events, we must complete our investigation prior to issuing any payments. If you have any questions, please call me at 1-************.

Sincerely,

**** *****
**** *****
Claims Manager

Business Response:

January 12, 2015

Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ******** ********
Claim Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Specialty Insurance Company

*** *******,

This letter is in response to your additional inquiry in regards to what is meant by “independent verification of the loss”.

“Independent verification of the loss” for the purposes of our investigation would be defined as something or someone other than our customer or their passenger that can verify that this loss occurred. Some examples of that could be: a police response to the scene, a witness that was not involved in the loss or a tow truck driver that moved the vehicle from the scene.

As stated in my previous communication, we were going to attempt to contact the tow company that moved the vehicle; however, our customer has informed us that the vehicle was driven away from the scene.  

If you have any questions, please call me at 1-************.

Sincerely,

**** *****
**** *****
Claims Manager

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

From: ******** * **************************
Date: Tue, Jan 27, 2015 at 4:33 PM
Subject: RE: This message is in regard to your complaint submitted on 12/24/2014 6:47:39 PM against Progressive Corporation. Your complaint was assigned ID *******
To: ************************* *************************


.. I recently went and talk to an attorney and he said that because I pay full coverage comprehensive and liability that there should be no questions asked my loan is $7600 I have gap insurance and I don't understand why progressive is calling my neighbors asking if I was outside feeding my vehicle with a crowbar and a hammer the vehicle was in an accident and was totaled progressive did this to me last time I want my loan paid off and I don't feel that they have the right to violate my rights by asking for my phone records or any other records the vehicle was totaled I took the pictures I sent them where the accident was and where and of my car they left the car in my driveway for six days and then didn't ask me to file a police report for nine days later when I tried to do that the police station said if I did not file him within 48 hours and since there was nobody else involved in the accident it was only my vehicle that there was nothing they could do for me I want my vehicle paid for I've done made my second car payment and second car Insurance payment to progressive wow paying for the rental on my own every week please I just want my loan paid off so I can get a different vehicle I am a single mother who cannot afford spending $1400 a month to drive a rental!! Do they have the right to request my phone records and whatever other record that they need when the car has been totaled and it was totaled because I hit a slick spot and I hit a mile marker and a fire hydrant?!?! My credit is slowly going down due to me have n to take credit cards and maxing others that I jus got paid down to buy a home and now because of this I can no longer do this !!! And when I tried to get a different insurance agency progressive put on my insurance that I have two DUIs when really I have a reckless out that drops off in February and the other was a parking ticket that they put on my insurance looking like failure to control when I was really just a parking ticket because I lost control of the vehicle and left it on the side of the road which made my insurance go up $100 more a month which I have continued paying and had to raise my deductible to $1000.00 so if they are trying to say I am doing this on purpose six days before Christmas why would I raise my deductible to $1000 if I was planning on doing it to my vehicle like you're trying to insinuate by calling my neighbors and harassing them asking them questions and make now putting a label on me that like I'm some kind of convict!!! They are slandering my name where I live and if u check your records progressive did this the last time I was in an accident and I ended up not having my vehicle for over 2 months and still never fixed it properly!!! I am getting to the point of filing charges against progressive and have gotten to the point where media is goin to b contacted!
Sincerely ,

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

 

Regards,

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




Business Response:

February 4, 2015

Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: ***** *******

Re: File Number: ********
Customer Name: ******** ********
Policy Number: ********
Claim Number: **********
Policy Type: Personal Auto
NAIC Number: *********
Company Name: Progressive Specialty Insurance Company

*** *******,

This letter is in response to your additional inquiry in regards to *** ********’s response on Tuesday, January 27, 2015.

Our investigation is currently pending and we have been in contact with both *** ******** and her attorney in our efforts to resolve this claim. We agree that she has Collision coverage on her vehicle; however, in order to verify the loss events we must complete our investigation prior to issuing payments for damages. Additional information has been requested of both *** ******** and her attorney. This information includes cell phone records and a signed consent to run additional tests on the vehicle involved. The information found in the additional testing could potentially assist us in independently verifying the facts of the loss.  

*** ********’s policy with us under Part IV – Duties In Case Of An Accident Or Loss states, “A person seeking coverage must”:

Cooperate with us in any matter concerning a claim or lawsuit;
Provide any written proof of loss we may reasonably require;
3.  Authorize us to obtain medical and other records. ”

Once we receive this additional information, we’ll proceed with our investigation to resolve this matter. If you have any questions, please call me at 1-************.
Sincerely,

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

***** ********
Claims Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  • ******** ***************: 
    I have just made my fourth payment on a car that was totaled on December 19 I have completely given progressive everything that they have asked for and still have not had my vehicle paid off then also found out that they were charging me for full coverage insurance on a vehicle that has been totaled for four months and had me paying 270$ A month instead of just coverage on myself I already have three complaints filed through you guys and nothing is being done I would like to find out when I am goin