Complaints

This profile includes complaints for Progressive Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Progressive Corporation

  6300 Wilson Mills Rd Mayfield Vlg, OH 44143-2109

• 

  Progressive Corporation

  300 N Commons Blvd Box Ohw92 Mayfield Vlg, OH 44143-1589

• 

  Progressive Corporation

  6085 Parkland Blvd. Cleveland, OH 44124

• 

  Progressive Insurance

  185 Plains Rd Ste 300E Milford, CT 06461

• 

  Progressive Casualty Insurance Co.

  PO Box 189 Whitestone, NY 11357

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $900 t for insurance for my business, including comprehensive coverage. I filed a claim as the a coffee trailer was stolen (claim # **********). It has been more than 30 days since I filed the claim along with a police report. Progressive continues to request more and more personal information including phone logs, but has yet to do anything to resolve the claim. I have provided all of the requested information in a timely fashion. They have added an additional adjuster on the case, but I have given me no information about the evaluation or when I will receive money for the stolen trailer. Progressive attempted to withhold information from me about an additional payment which would have cancelled my policy. This withheld information was after I had filed a claim. Luckily I checked to make sure my policy was in good standing and resolved the issue. I want them to pay for the comprehensive coverage I purchased from them for theft of my trailer in the amount of $58,000. Please help.

  Business Response

  Date: 10/11/2022

  October 11, 2022
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 
  44147
  Attn: Kristie *****
  
  
  File: ********/***** *******
  Policy: ********* – Commercial Lines
  Claim: **********
  NAIC: 155-29203
  Progressive County Mutual Insurance Company
  
  
  Hi Kristie,
  
  Thank you for bringing Mr. ********* concerns to our
  attention. I appreciate the opportunity to respond and apologize for the delay.
  
  On August 30, 2022, we received a report of a theft from Mr.
  *******, stating his 1980 RE Trailer, which is used as a coffee shop, was
  stolen.
  
  We secured a recorded statement from Mr. ******* soon after
  the claim was filed. However, we discovered inconsistencies between Mr. *******’
  statement and the evidence at the loss location upon further investigation. We
  referred the claim to our Special Investigations Unit due to these findings.
  
  We currently have an open investigation and it’s pending on cooperation
  from Mr. *******. Once we receive the documents we requested from him, we will
  conduct a follow-up recorded interview to better understand the inconsistencies
  we discovered. We will be in a better position to determine if coverage applies
  to this claim at that point.
  
  If you have any further questions regarding this matter,
  please feel free to contact me at ************ or email [email protected].
  
  Sincerely,
  
  Scott *******
  CL Claims Manager – Fire & Theft
  
  

• Initial Complaint

  Date:09/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  602. 15 U.S.C. § 1681a]
  There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer’s right to privacy
  
  604 15 U.S.C. § 1681b]
  Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other:
  In accordance with the written instructions of the consumer to whom it relates.
  
  623 15 U.S.C. § 1681s-2]
  Reporting information with actual knowledge of errors. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
  
  In accordance with the fair credit report act. The list of accounts below has violated my federally protected consumer rights to privacy and confidential under 15 USC 1681
  
  Account name Progressive
  Account number *********  Account name, account number. Has violated my rights

  Business Response

  Date: 10/14/2022

  October 14, 2022
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 
  44147
  Attn: Kristie *****
  
  File:             ********/****** *******   
  Policy:         ********* / Personal Auto      
  NAIC:          155-29203
  Progressive County Mutual Insurance Company     
  
  Hi Kristie,
  
  Thank you for sharing Mr. *******’ billing concerns and
  allowing me the opportunity to address this.
  
  Mr. *******’ policy canceled on February 15, 2021. At the time of cancellation, a final notice was sent with
  the balance remaining. No payments were ever made, and the balance was
  turned over to our collections vendor.
  
  The
  calls Mr. ******* received from the collections vendor were an attempt to
  collect the unpaid balance on the policy. If he’d like to receive a bill before
  making this payment, he can reach out to ***** & ****** at ************. If Mr. ******* has
  any questions regarding this balance, he can call our Customer Service dept at 800-888-7764.
  We’re
  not able to make an accommodation to correct Mr. *******’ credit report as
  there is an outstanding balance.
  
  I
  apologize for any confusion the billing on his policy may have caused. If you
  have any questions, please call me at ************.
  
  Best
  regards,
  
  Alyssa
  *******
  Consumer
  Relations Specialist
  
  

• Initial Complaint

  Date:09/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The incident happened 9/26/2022 with progressive. They were taking my payment for my policy renewal and they charged me twice on two different cards. I contacted them for my refund and I completed my 6 hour course for discount. They advised me I would get my refund on the **** card along with my discount totaling $778. The rep assured me this would be taken care of. Well they refunded the wrong card and now im out 778 in my bank account. They said there's nothing they can do, even though they made the mistake. Now all of my banking is messed up and over drafted and im screwed because of the rep. This isnt right! I want my refund done correctly, why should I take the hit of this?!

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 
  44147
  Attn: Kristie *****
  
  File:             ********/***** *****   
  Policy:         *********/Personal
  Auto
  NAIC:          155-11851
  Progressive Advanced Insurance Company
  
  Hi Kristie,
  
  Thank you for sharing Ms. ******* concerns regarding her
  policy and allowing me the opportunity to address this.
  
  On September 28, 2022, two refunds were issued on Ms. ******* policy totaling $778.
  
  On September 29, 2022, we received a call from Ms. ***** regarding her refund. We advised at that time the refund had already processed
  on her policy and that we are unable to stop the refund as it is in process. We
  also advised Ms. ***** that if the bank returns and/or rejects the funds, we
  could at that time issue a draft for the refund amount.
  
  To date we have not received any rejection of the refund from
  the bank. I apologize for any confusion and frustration the billing and refund
  process has caused.
  
  If you have any questions, please call me at ************.
  
  
  Best
  regards,
  
  Alyssa
  *******
  Consumer
  Relations Specialist
  
  

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  progressive online offered a discount for paying up front for the full term of the contract. the difference was $77. It clearly showed both prices [approx $493 vs $416 if paid in full]. i clicked on agree with pay in full and it charged me the full $493. when i called them they said since i self - initiated the purchase online there was nothing they could do! i now understand why they have an "F" rating from the BBB. They are *********!

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
  
  Better Business Bureau Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn: Kristie ***** 
  
  File: ******** – ****** ******
  Policy: ********* - Personal Auto                                                                        
  NAIC: 155-37605
  Progressive Marathon Insurance Company   
  
  
  Hello Kristie,
  
  Thank you for sharing Ms. ******** concerns. I’m
  sorry for any frustration she encountered. That’s certainly not how we wanted
  her first experience with us to go. I’ve reviewed the policy and will be happy
  to explain why her rate changed from $412 to $492.
  
  Ms. ****** went online and obtained an initial quote
  of $412 if she paid it in full, based on the information she provided. Because Ms.
  ****** indicated that she has had no accidents or violations in the past 36
  months, the quote included a Five-Year Accident-Free Discount.
  
  When Ms. ****** clicked to proceed with purchasing
  the policy, we ran her driving history reports. The CLUE report we received for
  Ms. ****** revealed a
  November 17, 2017, not at fault accident. Because
  of this incident, Ms. ****** was not eligible for the Five-Year Accident-Free
  Discount. The not at fault accident and the removal of the discount increased
  the paid in full rate to $492. Because there was no error made on our part, and
  the policy was rated correctly based on the information received, we do not owe
  Ms. ****** a refund.  
  
  I hope this clears up the misunderstanding. If you
  have any questions, please feel free to call me at ************* 
  
  All the best,
  
  Rose *********
  Consumer Relations Specialist

  
  

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was in an accident 09/06/2022, the rear end to my 2013 Hyundai Elantra was damaged and taken off and down to metal. When I arrived at the tow yard, we did not feel safe driving the vehicle. I called my vehicle insurance progressive my son reported incident and initially the claims representative that was initially assigned to the case (Ms. *****) was helpful she ordered a tow for the next day for vehicle to be towed to **** ****** ********* in **** MI in the interim Mike ****** left multiple messages they were not accepting vehicles. The next day when the tow arrived, I informed company that Collison Center was not accepting vehicles and I will contact Rep, after multiple calls with no response I called customer service and discovered that my claim was reassigned to Eduardo ************** I called and left multiple messages and informed him my vehicle can be towed to ********* ******* ********** or ******* ********* in Detroit. When Eduardo eventually returned my call, he alleged that he attempted to call me and asked if I had a Spam Block. I informed him that he can text or leave me a message. ******** ******i said they would take vehicle, but it would be two weeks before they can take a look at vehicle, Claims Rep informed me that vehicle will be picked up two and a half weeks ago from * and * lot to dealership and he will send out an appraiser Tuesday or Wednesday. I called multiple times again to confirm vehicle has been picked up no response. I called dealership and service rep confirmed vehicle was not at the dealership. It is deemed my car is still at * and * lot in Troy collecting fees that Progressive will pay in full as Claims Representative Three weeks later has still not had my vehicle picked up from Lot. I also communicated with Mr. **** and Mr. ****, My Rental is about to expire, and my car is collecting fees at the lot? I am requesting a Rental Extension and My Vehicle Repairs conducted? This has been a nightmare to say the least.

  Business Response

  Date: 10/13/2022

  
  October 13, 2022
  
  
  Better Business Bureau Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn: Kristie ***** 
  
  File: ******** – ******** ******* 
  Claim: **********  
  Policy: ********* - Personal Auto                                                                        
  NAIC: 155-37605
  Progressive Marathon Insurance Company   
  
  
  Hello Kristie,
  
  Thank you for sharing Ms. ********* concerns. I’m
  happy to let you know that we’ve reached out to Ms. ******* and have resolved
  this for her!
  
  On September 24, 2022, Claims Supervisor Adam
  ******* spoke with Ms. ******* regarding the communication issues and the
  delays in her claim. Mr. ******* acknowledged there was a delay, and he
  apologized for the inconvenience. During this call, he informed Ms. *******
  that we did contact a towing vendor on September 20th to move her
  vehicle, and we’d follow up with them to check the status. We reached out to
  the towing vendor to confirm if they could still tow the vehicle. It was
  determined there was a miscommunication regarding the towing order, which is
  what led to a delay.
  
  The towing company was able to tow Ms. *********
  vehicle to the shop, so we could complete the inspection on September 28th.
  Mr. ******* reached out to
  Ms. ******* to explain what happened and provided her
  with additional Rental coverages due to the inconvenience she encountered. 
  
  On September 28th, we completed the
  inspection of Ms. ********* vehicle and advised her that it was deemed a total
  loss. We’re in the process of settling the claim with Ms. *******.
  
  If you have any questions, please don’t hesitate to
  call me at ************.
  
  Sincerely,
  
  Bryan *****
  Claims Manager

  Customer Answer

  Date: 10/21/2022

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

  Email rec'd from consumer:

  From: *** ******* ********************
  Date: Thu, Oct 20, 2022 at 10:02 PM
  Subject: Re: You have a new message from the BBB serving Greater Cleveland regarding complaint #********.
  To: <[email protected]>
  

  
  
  My apologies for late response. Business addressed my needs and I am satisfied.
  
  
  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  

  
  

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello my name is ***** ************. My car has been at the shop since June 2022 till now . As of today I haven’t work no car nothing. My mom had to change my brother school due to not having a car . This is the second attempt to put a used transmission all unsuccessfully. Today Monday sept 26 2022 my car is still atthe **** ******** ***** * ************ ** ***** * ************. Please i need to work to pay for my school my siblings. I need a car help me please. I’m tired of crying everyday . **** ******** ****** ************* ** ***** ***** ******** . I don’t have no car since 4 months insurance refuse to give me a car so I can go to work and drop my brother to school. I’m stuck i. My own house . I’m depressed anxious anxiety. I don’t know what else to do at this point because I feel powerless and useless. Now the old transmission progressive order by bill is not working this is the 2 stupid transmission he order for my car. This is a A220 Benz. They keep playing with it like is a toy car. ** ******** ******* ** ** ** ***** ** ** **** ***** * 

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn:  Kristie ***** 
  
  File:  ********/***** ************
  Claim:  ********** 
  Policy:  *********/Personal Auto 
  NAIC:  155-10192
  Progressive Select Insurance Company
  
  
  Dear Ms. *****,
  
  Thanks for sending Ms.
  ************** concerns. I appreciate the opportunity to explain our handling
  of her claim. Please accept this supplemental response in regards to her
  inquiry that the initial response didn’t resolve her complaint.
  
  Before receiving this new
  complaint on September 26, 2022, ************* brought to our attention
  additional repair needs that were yet to be identified, and we declared Ms.
  ************** 2020 Mercedes A220 a total loss.
  
  On
  September 27, 2022, we contacted Ms. ************ to relay this
  information.  As part of this
  conversation, we asked for Ms. ************ to provide transportation receipts
  from August 9, 2022 to September 26, 2022 that we will reimburse beyond our
  contractual rental limits obligation for customer service.
  
  In
  addition, we authorized an new rental through ******* for an additional five
  days beyond our contractual rental limit obligation to allow her to get her
  belongings from her vehicle. Once all invoicings are obtained, we will be
  reimbursing her for her travel expenses as well as her additional rental we
  have provided to her since declaring her vehicle a total loss. 
  
  I
  hope this information helps. If you should have any questions or need any
  additional details, please don’t hesitate to call me at ************ or email
  me at  ******************************** and cc:
  [email protected]. 
  
  Yours
  sincerely,
  
  Brian
  **********
  Managed
  Repair Supervisor
  

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  
  
  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *** **********
  
  I 
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was hit by a progressive driver July 1st 2022. Progressive admitted fault and asked me to take my vehicle to thier prefered repair facility (******* *********) for repairs which I did on July 14th. On July 20th I was told that ******* ********* did not repair salvaged vehicles and the progressive rep asked for me to give him the name of other shops who did so I gave him ******** Auto.
  Progressive towed my vehicle to the other shop who started working on it. I was told the vehicle would be repaired on August 3rd. When I called on the way to pick up the vehicle I was told it was scratched after finishing and repairs would take another day or so. On August 5th I was told the car was repaired but when I went to pick it up the front bumper was damaged still and there were new clear scratches to the top of the vehicle. The shop agreed to repair the bumper but disputed the scratches were due to their work. Reached out to progressive repair rep who reviewed the pictures of the vehicle and confirmed the paint damage had not occured prior to being towed to the shop. Brian stated they were not responsible though it is unclear why since they were responsible for the initial accident and have been managing the repairs without my input... On August 18th a seperate Progressive rep called me (it had been a month since the claims rep had contacted me and they had not paid my rental car) and me know the bumper was repaired. When I went back to the shop August 19th the bumper was still damaged and they admitted they just bent (damaged) the fender to make it match the repaire The shop refused to keep the vehicle or repair it. I drove it off the lot but notified progressive of additional mechanical vibrationand alignment same day. My mechanic confirmed damage to the axle which was 1 year old new and had been inspected shortly before the accident. In short Progressive has now refusedfor 3mos to finish repairing the vehicle or even pay approved rental car expenses.

  Business Response

  Date: 10/02/2022

  September
  30, 2022
  
  
  Better
  Business Bureau, Inc.
  200
  Treeworth Blvd.
  Broadview
  Heights,  OH 44147
  Attn: Kristie *****
  
  File:  ********/***** *******
  Claim:  **********/Personal Lines
  NAIC:  155-37834
  Progressive
  Preferred Insurance Company
  
  
  Dear
  Ms. *****,   
  
  I’m
  writing in reply to your letter dated September 23, 2022.
  
  Thank
  you for bringing Mr. ********* concerns to my attention. We are currently in
  process of reviewing the rental invoices submitted so that we may reimburse Mr.
  ******* for any out-of-pocket expenses that occurred while his Nissan Altima
  was being repaired.
  
  Regarding
  the repair quality concerns, that would be between Mr. ******* and the body
  shop. We will do what we can to help facilitate any rework repairs that need to
  be completed. The shop has been paid for damages related to the loss.
  
  Mr.
  ******* also notes concerns with his alignment and axle. While Mr. ******* has
  provided invoices to support recent services, this loss occurred at low speed
  in a parking lot with no evidence of impact to the wheel or tire. We are unable
  to relate how these damages are a result of the loss at hand at this time.
  
  I
  am sincerely sorry for the frustrations and inconvenience Mr. ******* experienced.
  We will be contacting him in the coming week to resolve the outstanding rental
  bills.  If you have questions, please
  call me at ***************
  
  Sincerely,
  
  Mike
  *******
  AZ
  MRR Claims Manager

  Customer Answer

  Date: 10/02/2022

  Better Business Bureau:
  
  
  
  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.
  
  
  Progressives response ignores the fact that they took the vehicle to the repair shop and managed the repairs. I did not. The Progressive representative refused several requests to review the remaining damage from the accident because he was "too busy".  I have not signed off on the completion of the repairs as they have not been completed. Why progressive paid a shop that did not complete the repairs is confusing.  In addition Progressives own representaive confirmed that the car was damaged while under their care in a voicemail to me. I forwarded this voicemail to a supervisor who has not responded for well over a month.  

  
  

  Progressives communication throughout this has been abysmal.  My claim has been managed by at least 4 different representatives and generally when I reach out to determine why I have not heard back.... I find out that the representative I last spoke to or emailed are now "inactive" or have "left the company".  On none of these occasions was I contacted by the new representative prior to me having to reach out seperately.  This has resulted in months of delay and resulted in tens of hours of my time reaching out regarding unreturned calls or emails.  Most of my questions have still not been answered.
  

  
  

  Additionally it is unclear why Progressive belives the mechanical issues are not due to the impact or Progressives subsequent towing of the vehicle. The impact was hard enough to spin my vehicle and the impact occurred on or directly next to the tire.  Progressive was notified of the potential issue within minutes of me first driving my vehicle after leaving the shop.  If the impact wasn't hard enough to cause it what was?  My mechanic has provided evidence that the car was in good mechanical order when he last inspected it just prior to the accident.  This is another issue Progressive needs to resolve and quickly.

  
  

  Ultimately there is no reason that I should not get my vehicle repaired so it is in the same condition as it was prior to the accident caused by Progressives driver.

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

  Business Response

  Date: 10/10/2022

  October
  10, 2022
  
  
  Better
  Business Bureau, Inc.
  200
  Treeworth Blvd.
  Broadview
  Heights,  OH 44147
  Attn: Kristie *****
  
  File:  ********/***** *******
  Claim:  **********/Personal Lines
  NAIC:  155-37834
  Progressive
  Preferred Insurance Company
  
  
  Dear
  Ms. *****,   
  
  Thanks
  for sending me Mr. ********* additional concerns. I hope this information
  helps.
  
  Mr.
  ******* signed a repair authorization with ******** Auto Collision. Payments to
  the shop were made co-payable to the shop and Mr. *******. As previously
  stated, if there are repair quality concerns, those should be addressed
  directly with the Body Shop.
  
  Our
  Supervisor, Kevin, has been in contact with Mr. ******* to discuss the damages
  to the axle and sway bar links. There was no direct impact to the wheel or tire
  from this loss that would relate to these damages. We are currently
  investigating to see if there are any signs of damage to the vehicle that would
  suggest damage caused from a tow truck.
  
  Again,
  I’m sorry the claim experience hasn’t been optimal. We will contact Mr. *******
  after we have completed our investigation regarding the axle damage.
  
  If
  you have questions, please call me at ***************
  
  Yours
  sincerely,
  
  Mike
  *******
  AZ
  MRR Claims Manager
  

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sibling was added onto my policy without my knowledge or permission and money was taken out of account. She was added with no issues but now I am having to fill out all sorts of paperwork to remove her and spending extra money to fix an incident that was not of my doing.

  Business Response

  Date: 10/11/2022

  October 11, 2022
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 
  44147
  Attn: Kristie *****
  
  
  File:    ********- ***** *******  
  Policy: *********– Personal
  Auto
  NAIC:  155-29203 –Progressive County Mutual Insurance
  Company
  
  
  Hi Kristie,
  
  Thank you for sharing Mr. ********* concerns with us. I am sorry
  for the frustration he experienced with the change made to his policy. I'm
  happy to report that we resolved his concerns shortly after he submitted this
  inquiry. I've included some information to help explain what happened. 
  
  On May 13th Mr. ******* started his Auto Policy
  online. Because we always want to ensure our customers are covered, the
  application asks them to list certain people on their policy. This includes
  themselves, their spouse (if applicable), anyone who regularly drives their
  vehicles, any household members (who are of driving age), and any children who
  live away from home but drive the vehicles (even occasionally). 
  
  We regularly review consumer reports to verify this information,
  and we learned of possible additional drivers that needed to be on the policy.
  On July 27th, we sent a letter to Mr. ******* asking him to contact
  us. We sent our communications based on his selected preferences. On September
  1st, we added ******* to the policy because we did not hear from Mr. *******
  and notified him of our change.
  
  On September 23rd, Mr. ******* contacted us, and we
  were able to discuss the option of filling out a Non-Residency Statement to
  have ******* removed. On October 3rd, we received the signed
  statement, and we removed his sibling from the policy, effective when we added her.
  
  I hope this helps to clarify the situation. If you have any
  additional questions, don't hesitate to get in touch with me at [email protected].
  
  
  Best
  regards,
  
  Deborah
  ********
  Consumer Relations
  Specialis

• Initial Complaint

  Date:09/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since August 2022, I applied and waiting on gaining insurance from Progressive. I applied online and was told it would need to go to underwriting for consideration based on two children being listed as living with me. These children have not lived with me since 2016 respectively. I provided a lease, both driver's license's, current insurance cards, bills only to have them deny it again based on their request for financial records, e.g., bank records, W2s, driver's license issued within the past six months, which was issued to my son several years ago. They are refusing my insurance application without actually denying my application by requesting information of children not living with me for many years. Progressive insurance refuses to allow customers to talk directly to any underwriters directly and therefore, cannot get any answers to the "why" they require personal financial records of children who do not live with me nor did I request they were to be added to my insurance. I demand Progressive to provide me the reasoning, any by-laws, rules in their contracts which require to provide any financial records of people whom I proved didn't live with me which I have provided proof.

  Business Response

  Date: 10/05/2022

  October 5, 2022
  
  
  Better Business Bureau Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn: Kristie ***** 
  
  File: ******** – ***** *****
  Policy: N/A
  Personal Auto                                                                          
  
  
  Hello Kristie,
  
  Thank you for sharing Mr. ******* concerns. I’m
  sorry for any frustration he encountered while trying to obtain an insurance
  quote. I’ll be happy to explain what information we need, so he can proceed
  with his quote.
  
  While reviewing Mr. ******* quote, we identified
  two individuals, ******** ***** and ******* *****, as potential household
  members or vehicle operators. Because we require all household members and/or
  vehicle operators to be added to the quote, and Mr. ***** has advised us that his
  children don’t live with him, we asked him to provide proof of residence
  documents for his children showing that their address is different from his address.
  We Mr. ***** a list of documents that we would accept to verify this
  information. Our acceptable list has two categories, documents in category A
  stand alone and can be sent as one document, but documents in category B must
  be accompanied by a second document in category B to be considered valid
  proof. 
  
  To date, Mr. ***** has provided a Driver’s License
  for *******, which is acceptable, and one utility bill for Nicholas, which is
  acceptable, but we still need a second document listed under category B for
  each of them. An example of what we can accept is as follows.
  
  CATEGORY B: Send in TWO of the following documents (any combination will
  do)
  
  Dated within the last 60 days: Utility bills from either the gas, electric, sewer, water, cable or home telephone companies (cell phone bill NOT acceptable).  Two different utility bills may be sent in to satisfy the two or more requirement.  For example, one bill from the gas company and one bill from the electric company. Note that we will not accept two consecutive months of the same utility bill, or final bills.  Document must also include the entire bill (the payment coupon alone cannot be accepted).
  
  Driver's license issued within the past 6 months
  
  We’re not asking Mr. ***** to provide any of his
  own information, as that has already been verified, and we don’t want
  everything identified on the list below. We’re asking that based on documents
  available from the list, the possible unlisted drivers provide information
  showing their address as different from Mr. ******* quote address of **** ******* ****** **** ******* ** ******
  

  
  Once we receive a second document from the list
  above, we’ll be happy to move forward in the quoting process.
  
  I hope this clears up the misunderstanding. If you
  have any questions, please feel free to call me at ************* 
  
  All the best,
  
  Rose *********
  Consumer Relations Specialist

  
  

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My brother was sitting at a red light at midnight on 9/3/22 and a young man slammed into the back of my car causing damage. We filed a case with his insurance company explained to them where my car was fixed. During the week I was waiting to take my car to the collision shop I noticed that my front dashboard was starting to come up which did not happen until my car was hit. Progressive is trying to tell me that since it's not around the hit spot there is nothing they can do. My car was at a dead stop and was hit so to think that only the spot that was hit would be affected makes no sense anything else could've been damaged and again this wasn't an issue until my care was fixed. What they should do is fix what needs to be fixed on my car and take anything else up with the guy who hit my car. Progressive is not trying to help me they offer no assistance for this situation they are just telling me that I should have a warranty and can use that to fix it. I dont need them telling me what I have on my car I'm well aware I have a warranty but this didn't happen until my car was hit by the insurer and I should not be the one that is getting punished for this.