Progressive Corporation

October 28, 2015Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance Company [redacted] ,I’m writing in reply to your letter dated October 20, [redacted] began his policy with us on May 20, At that time, he received a discount for electronically signing his documents on***This one-time discount is removed at his renewal [redacted] ’ policy is up for renewal on November 20, 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 stateWe periodically review our rates to be sure they are adequate to cover our cost of doing businessOur recent review determined that it was necessary to adjust our ratesOur rates are on file with the New York Department of Financial Services [redacted] is receiving many discounts on his policy, including a Paperless DiscountHe can call us at 1-800- [redacted] for a policy review to go over his discounts and coveragesI’m sorry for any frustration this situation has causedIf you have questions, please call me at 1-[redacted] Sincerely,Stephanie C***Stephanie C***Consumer Relations Specialist

Yes, if possible, I would like to be assisted by your office in resolving this complaintI would also like this complaint to be revealed to reviewing potential consumersThank you, [redacted]

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH Fax: [email protected] May 17, Revdex.com Euclid Avenue - 4th floor Cleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Ms [redacted] , I'm writing in reply to your letter dated May 9, I'm sorry for any confusionTo address each of Mr***’s desired resolutions, I’m providing the following informationAWe use a process developed by J.DPower & Associates to determine the value of his vehicleIt takes into account the cost of other vehicles with the same year, make, and model that were recently sold and listed in his area (75-mile radius), making adjustments for mileage and equipmentJ.DPower & Associates uses recommendable sources online to locate comparables: [redacted] .com and Cars.comThese sources combined house over two million listings from more than 50,dealersOur valuation located four comparables within a 26-mile radius from his zip codePer the C.R.S [redacted] , the valuation also took into account the unique characteristics of his truck (all weather guard pkg., 16” 5-spoke aluminum wheels, compact discdeck, tow hitch, new tires) as well as the current condition (torn headliner, windshield crack, radio missing, left mirror cracked, and clear coat peeling on both bedsides), while using a credible source of valuationAs for the projected sold calculation, it’s a common practice when selling a used vehicle for dealers/private parties to advertise one price, but negotiate a different price when actually selling the vehicleTherefore, J.DPower & Associates determined a projected sale price on our comparables by applying a factor to the advertised price based on historical price negotiating behavior of sellers of similar vehiclesThey also have to factor in the different years and mileages compared to his truckBClaims Representative Alyshia R [redacted] didn’t lie to Mr [redacted] about disputing the valuationShe sent him an email expressing that he could submit additional comparables; however, they may not have an impact on the valuationI also advised him that he could submit documents, which he did, and upon my review, the comparables weren’t eligible for submission to Mitchells (estimating software company who runs our valuation)Please see explanation below: The comparables the customer submitted: Year Price Zip code VIN# Miles Phone# #1) $10, [redacted] 211,(888) 692-#2) $11, [redacted] 111,(888) 887-#3) $9, [redacted] 134,(303) - #4) $9, [redacted] 182,(720) 341-#5) $9, [redacted] 142,( 303) - I explained to Mr [redacted] that comparable #isn’t considered because it’s a limited edition with 50k less miles, so the asking price will be significantly higher since his truck was an SRwith 161,milesComparable #was actually a comparable already listed in our valuation (#3), but had an adjusted price of $7,Lastly, four of the five comparables were older or newer models than his; however, the asking prices were all around the same with $10,Mr [redacted] still needs to factor in the projected sold reduction, different years, and mileages compared to his truckCOur valuation methodology is an accepted practice in determining the market value of a vehicle in [redacted] Our methodology compares his vehicle with similar vehicles in the market, with adjustments for mileage, condition, projected sold, options/packages, and aftermarket partsWe will not be changing our total loss process for this reasonCurrently, we haven’t come to an agreement on the value of Mr***’s vehicleWe’ve come to an impasse and have provided him the option to invoke his Appraisal Clause per his [redacted] Auto Policy [redacted] page Our value is fair and accurate based on the market search completed by J.DPower & AssociatesIf you have any questions, please call me at 1-719-424-Sincerely, Holly R [redacted] Holly R [redacted] Claims Supervisor

Revdex.com I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Thats greatBut no real signaturesAlso, at the time shown, I was deployed to afghanistanIn support of operation enduring freedomSo I know I didnt change my policy while deployed Regards, Shane Fkrell

August 26, Better Business Bureau, Inc Euclid Ave, 4th floor Cleveland, Ohio 44115- Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Specialty Insurance Company [redacted] , I’m writing in reply to your letter dated August 19, On June 20, 2015, both drivers involved reported this claim to us [redacted] reported that he was in the process of entering the main travel isle of the parking lot of the [redacted] in [redacted] , when the left front of his vehicle was struck by the other vehicle involved in the accidentThis vehicle was traveling west in the parking lotWe assigned the claim to Claims Representative Kathryn D [redacted] of our [redacted] office for handling As part of her liability investigation, MsD [redacted] contacted [redacted] and explained the claims process as well as the steps she would take to investigate liability and determine who was responsible for the accidentMsD [redacted] explained that the law of modified comparative negligence governs [redacted] 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 [redacted] expressed his expectation that liability would rest solely with the other driver due to their arrest after the accidentMs D [redacted] confirmed [redacted] ’s version of the accident and set up an inspection of his vehicleShe 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 [redacted] ’s vehicle, which was attempting to enter the travel isleWe assigned this customer’s claim to Claims Representative Frank M [redacted] in our [redacted] office for handling Mr M [redacted] contacted [redacted] to introduce himself and update him on the steps he would take to finalize liabilityMrM [redacted] 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 [redacted] that their security camera did not capture the accident Mr M [redacted] 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 reportHe also reviewed aerial photos of the accident location available on Google MapsAfter 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 [redacted] ’s truck MrM [redacted] found that the physical evidence, which included and inspection of both vehicles, confirmed that [redacted] ’s vehicle was the striking vehicle and the proximate cause of the accident Mr M [redacted] decided that responsibility for the accident would rest with [redacted] for driver inattention and failure to yield the right of way We explained our liability decision to [redacted] 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 [redacted] pulled forward to enter the travel isle causing the accident Mr M [redacted] explained to [redacted] that he would be unable to reimburse his deductible because we found him more than percent responsible for this accident [redacted] negligence law outlines that if a party holds greater negligence than the other party involved in the accident, they are unable to recover from that party [redacted] ’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 $or less, which is outlined on page of his policy I’m sorry for any frustration [redacted] has experiencedIf you have questions, please call me at 1- [redacted] Sincerely, Louie *C [redacted] Louie [redacted] C [redacted] Claims Manager

Attached is our response.Business response copied and pasted below by Revdex.com staff 2/1/17:January 10, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Ms [redacted] ,I’m writing in reply to your letter dated January 5, Thank you for the opportunity to address Mr [redacted] ’s concerns with the mailers he received from usWe get the names for our mailing lists from a national database compiled by Epsilon, a marketing and data management companyHowever, I can definitely have Mr [redacted] removed from our mailingsI’ve submitted the request, which will omit him from future mailings as well as from our data vendor’s listThe process can take up to four to six weeks, and I apologize in advance for any other mailers Mr [redacted] should receive from us during this periodIf you have any questions, please call me at 1-440-910-6392.Sincerely, Anna O***Anna O***Consumer Relations Specialist

December 22, 2016Revdex.comEuclid Ave., 4th FloorCleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive American Insurance CompanyMs [redacted] ,I’m writing in reply to your request for additional information datedDecember 16, 2016.We are unable to comply with your request for our entire claims file since it’s considered our internal work productBelow is an outline of the claims handling, specifically as it relates to our communication with the claimant carrier and subrogation: July 20, 2016: Claim is reportedJuly 21, 2016: Claim is assigned to our adjusterJuly 21, 2016: Call placed to the claimant carrier and claim was set upJuly 25, 2016: Message left for the claimant carrier adjusterJuly 26, 2016: Message left for the claimant carrier adjusterAugust 2, 2016: Message left for the claimant carrier adjusterAugust 4, 2016: Message left for the claimant carrier adjusterAugust 16, 2016: Message left for the claimant carrier adjusterAugust 19, 2016: Message left for the claimant carrier adjusterAugust 22, 2016: Contact was made with the adjuster for the claimant carrierThe claimant carrier placed liability against Mr [redacted] based on a statement from their driver.August 22, 2016: We finalized liability adverse to the other driver due to conflicting statements and an inconclusive police reportWe advised Mr [redacted] of our decision on this date as wellAugust 23, 2016: Subrogation is opened and referredNovember 3, 2016: Claim is reviewed by our Subrogation Department and is submitted to close due to conflicting statements from both drivers and the lack of independent evidence and therefore determined not to be favorable for arbitrationIf you have any questions, please call me at 1-904-423-Sincerely,Katie S [redacted] Katie S [redacted] Claims Manager

August 10, 2015Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Specialty Insurance Company*** [redacted] ,I’m responding to your letter dated August 4, Thank you for the opportunity to clarify the situation.I am in receipt of [redacted] ’s concerns regarding her experience with us resulting from the automobile accident occurring on July 23, I had the sincere pleasure to both speak and meet with [redacted] on July 30, 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 experiencedI gathered very specific and direct feedback so as to appropriately coach the appropriate employees in hopes that these issues are not repeated[redacted] ’s bodily injury claim was resolved during our meeting of July 30, We discussed the liability decision of percent adverse our customer, [redacted] I reduced [redacted] ’s portion of responsibility from percent to percentAll the property damage handling is being thus far taken care of by [redacted] ’s automobile insurance carrierWe are awaiting her carrier’s subrogation demand to resolve her property damage claim; however, we did make an upfront reimbursement to [redacted] of percent of her $deductible ($400) on July 30, 2015, in order to avoid causing her any further inconvenience.I’m sorry that [redacted] experienced any additional hassles in what is already a very stressful situationShe’s been provided my direct contact information should anything else arise where she would need to contact meIf you have any questions, please call me at [redacted] .Sincerely,Debra B***Debra B***Claims Manager

May 2, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Universal Insurance Company Ms [redacted] ,I’m writing in reply to your letter dated April 23, I appreciate the opportunity to address Ms [redacted] ’s concerns with the status of her policyOn February 25, 2016, Ms [redacted] purchased a six-month policy with an initial payment of $She elected automatic payment withdrawals for the remaining paymentsMs [redacted] has had continuous coverage with us since that timePrior to withdrawing the scheduled payments, we sent her reminders by email.We do use credit as a factor in the determination of our rates, but we would not cancel or refuse to write a policy based on creditWe did not issue Ms [redacted] any notices alleging termination of coverage; however, we did issue a Notice of Underwriting and Rating DecisionThis is a required notice that issues when we obtain information from consumer reports, such as a credit report, which prevents the customer from receiving the best possible rateI’ve enclosed this document for your reviewIf Ms [redacted] can provide us with a copy of her declarations page from her other carrier, I’ll cancel her policy effective the date her new policy started and credit her for any time we did not provide her with coverageAs another option, Ms [redacted] can request cancellation/refund of her policy with the other carrier to prevent duplicate coverage and maintain her current policy with usHer policy with us will remain active until she requests to cancelI’m sorry for any confusion Ms [redacted] experiencedIf you have questions, please call me at 1-440-910-Sincerely, Anna O***Anna O***Consumer Relations Specialist

December 15, 2016Revdex.com, IncEuclid Ave, th floorCleveland, Ohio 44115-2408Attn [redacted] Re: File Number: [redacted] Customer Name: [redacted] * [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Casualty Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated December 8, 2016.I’ve listened to the available calls Mr [redacted] made on his policy with us fromSeptember 16, to present to better understand his concernsBelow are thedetails of these calls:? September 16, 2016: Mr [redacted] called in and advised that his paymentwas due that day, but that he was getting ready to sell his carHe advisedthat is should be sold in the next four days and asked the representative,Dan, what advice he hadDan advised that we could move the payment thatwas due on September 16, to September 26, 2016, and that once thevehicle was sold, Mr [redacted] could call in and cancel the policyHeadvised that once the policy was canceled, we would do the cancelcalculationDan advised that Mr [redacted] should surrender the platesbefore he canceled the policyMr [redacted] advised that he planned onturning in the plates the following Tuesday, which would be within the daypayment extension.? September 26, 2016: Mr [redacted] called in and advised that he told thelast representative that he was thinking of selling his carHe advised that theprevious representative moved the due date to September 26, Ourrepresentative, Shakambie, stated that the payment was due that day.Mr [redacted] advised that the vehicle’s engine light was on and if the costto fix the vehicle wasn’t a lot, he was going to keep itHe advised that if itwas expensive to fix, he would get rid of it by FridayHe asked Shakambie ifhe made the payment that day, and surrendered the plates Friday, whatwould happen to the payment if he made itShakambie advised that wewould provide a refund based on the period he had the policyMr [redacted] confirmed that this would be prorated and Shakambie agreedMr [redacted] then made the September 26, payment.? October 26, 2016: Mr [redacted] called in and spoke with ourrepresentative, MattMr [redacted] advised that he wanted to know howmuch he paid for the first payment on his policy and wanted to speak with asupervisorMatt advised that the policy began in August and that hepaid $Mr [redacted] wanted to know why the price of the policychanged from when he first began itMatt advised that sometimes we haveto adjust our ratesMr [redacted] asked why he received a Cancel Noticewhen he changed his due date to the th of the monthMatt advised that thedue date change was only for the September paymentMr [redacted] requested to speak with a supervisor and Matt transferred him.Unfortunately, due to the transfer, this portion of the call wasn’t recorded.There are notes on the policy from our supervisor, Krista, forOctober 26, They state that Mr [redacted] was upset that we onlyoffer six-month policies and that his rate continued to increaseThe call wasdisconnected.? November 2, 2016: Mr [redacted] called in and asked if we had received arequest to cancel his policyOur representative, Zena, advised that the policywas activeMr [redacted] advised that he began a new insurance policy withanother companyHe advised that he thought his new insurance companywas going to advise us of his request to cancelZena confirmed the date thathis new policy began, which was October 27, 2016, and canceled the policyeffective that dateShe advised of the $balance due and explainedthat this was based on the days that we provided coverage to Mr.RamnarineHe requested to speak with a supervisor and he was transferredto CatherineAgain, because this call was transferred, I was unable to listento it, but there are notes on the policy regarding their conversationTheystate that Mr [redacted] requested that we waive the balance due aftercancel and was unhappy with our decision to have only six-month policies.We reviewed with him that only the September payment was moved and thatwe were unable to waive the balance due on his policyThis call was alsodisconnected.? November 3, 2016: Mr [redacted] called in and requested the name of therepresentative he spoke with on October 16, Our representative,Crystal, advised that he didn’t make a call that dayShe advised of the abovedates and provided him with Matt’s name from the September 16, call.He advised that he was filing a Revdex.com complaint and that he requested that alldue dates be changed on the policyCrystal advised that only the Septemberpayment was changed and that even if all the payment due dates werechanged to the th , he would still owe the balance due.Based on the calls, Mr [redacted] was advised that the September payment wouldbe moved to the th No other payment dates were discussed because he advisedhe was going to sell his vehicle and he never requested to have his due datesmoved to the th of each month.Mr [redacted] was enrolled in our Paperless optionThis means that his documentsand bills were sent to the email address we have on fileWe emailed him hisOctober 16, bill, sent a payment reminder email to him on October 19, 2016,mailed him a Cancel Notice when we didn’t receive the payment, and emailed him anotice advising that he needed to make the $payment beforeNovember 5, to avoid cancellationWe sent proper notification to him for hisOctober 16, payment.Regarding the $balance due after cancel, this is the prorated amount due forcoverage until he canceled the policy effective October 27, The total amountfor coverage from August 16, to October 27, 2016, including fees, is $279.07.Mr [redacted] made a payment of $on August 16, 2016, to renew hispolicy and a payment of $on September 26, The total amount paid onhis policy was $If you subtract the total amount paid by Mr [redacted] ($227.07) from the total amount due for coverage ($279.07), it totals a balance of$51.71.After reviewing these calls and the documents we sent to Mr [redacted] , ourdecision stands that we will not refund any payments made on his past policies andthat the balance of $is a valid amount due for coverageI understand thatthis isn’t the outcome that Mr [redacted] was hoping for and I’m sorry for anyfrustration he’s experienced.If you have questions, please call me at 1-440-620-6945.Sincerely,Stephanie C***Stephanie C***Consumer Relations Specialist

[redacted] Business response copied and pasted below by Revdex.com staff MT 3/15/17:March 15, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-Company Name: Progressive Direct Insurance CompanyMsT [redacted] Unfortunately, these accidents whether At Fault or Not At Fault are a part of Mr [redacted] ’s claim and driving historyWhile we are willing to offer him a quote and request that this time he contact us over the phone to complete the quote; we are respectfully denying his request to quote or issue a policy without these two incidentsWe have to follow our underwriting guidelines and rate/rules we filed with the state of Ohio.I understand Mr [redacted] is frustrated and he doesn’t agree with our rating practicesI’m sorry for this and hope Mr [redacted] understands why we’re not able to honor his request If you have any questions, please call me at 1-440- [redacted] Sincerely,Nancy [redacted] Nancy [redacted] Consumer Relations Specialist

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH Fax: [email protected] November 23, Revdex.com Euclid Avenue - 4th floor Cleveland, OH Attn: *** [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Premier Insurance Company of Illinois [redacted] , I'm writing in reply to your letter dated November 19, Due to the presented circumstances, our Special Investigations Unit investigated this claimI'm sorry for any inconvenience [redacted] experienced and for any unacceptable interactionsSince [redacted] has an Actual Cash Value (ACV) policy, we presented an offer to him for the ACV of his [redacted] ***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 [redacted] accepted the offer and signed the applicable paperwork to resolve his claimOn October 12, 2015, we issued payment to the lienholder, [redacted] I’ve enclosed copies of the cashed draft, Coverage Summary, and policy for your reviewIf you have any questions, please call me at 1- [redacted] Sincerely, Robert G*** Robert G*** Claims Manager

(The following was copy/paste by Revdex.com staff - LST)***May 2, Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: Melissa [redacted] Re: File Number: [redacted] Customer Name: Patrick T [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs [redacted] ,I’m writing in reply to your follemail dated April 17, Mr [redacted] is concerned that his first representative, Brett [redacted] , filed an incorrect claim and didn’t inform him of our list of network shops, which led to Mr [redacted] paying an additional $The $Mr [redacted] states he paid due to his “incorrect claim” is likely confusion around the deductible difference between Collision and Uninsured Motorist coverage.When Mr [redacted] filed this claim with us days after the accident, he let us know that his wife swerved to avoid another vehicle and went off the roadwayOn that same day, Mr [redacted] contacted Mr [redacted] and discussed repair optionsMr [redacted] chose to repair his vehicle through [redacted] , a non-network shopAfter we completed our liability investigation, we proceeded with repairs under Mr [redacted] ’s Uninsured Motorist coverage, which carries a $deductibleThis change may have made the deductible seem like $less because Mr [redacted] ’s Collision coverage deductible is $We don’t charge customers a higher deductible to repair through a non-network shop, and we don’t provide a $discount to repair through a network shop.Mr [redacted] is also concerned that we cut corners and forced his shop of choice to buff the damagesMr [redacted] said this “cutting of corners” is where all the issues beganWhen our representative met with the shop manager, they both felt the damages down the side of the Lexus could be buffed, given the scratches didn’t break through the clear coat of the paintOur photos confirm the scratching was very minimal and buffing should’ve fixed any scuffing from tree branches.Mr [redacted] mentioned that when his wife picked up their Lexus, it was covered in dust and the scratching down the sides was worse, as there were now circular buffing scratchesI’m happy to report that although both concerns are shop repair quality related and not related to us, we supplemented the estimate to include repairing and painting both sides of the vehicle to fix the circular scratch that the shop caused.Mr [redacted] said that he had a very difficult time communicating with Uriel and TommyOur notes indicate there were discussions related to the repairs of his vehicleHowever, I’m sorry if we missed any calls from him.Mr [redacted] mentioned that the three-way call between him, [redacted] , and us was inappropriateI’m sorry that he felt that wayWe were trying to advocate on Mr [redacted] ’s behalf because he was in a rental, and we recognize that it if difficult to be without a carFrom what [redacted] was telling us, they weren’t following through on repairing the Lexus because the owner of the shop had passed away (and the future of the shop was unknown)Mr [redacted] states he was told his Lexus would be completed on February 17, 2017, but he didn’t receive any status updates, and when he showed up at the shop, his car was “in pieces.” When we reached an agreement on the repairs on February 9, 2017, the shop agreed to have the vehicle completed on February 17, We tried many times to get a hold of the shop for status updatesWhen we finally reached them on February 20, 2017, the shop had yet to even start the repairs and wanted more time to do the work I understand Mr [redacted] ’s request to be reimbursed for his rentalWhile I agree that the repairs took too long, there are no indications that our handling led to any of the delaysWe’ve paid approximately days of rentalWe called Mr [redacted] to discuss his concerns about his vehicle not being repaired correctlyHe indicated that he doesn’t want us to inspect his quality concerns, only to pay him directly for the poor repairsShould Mr [redacted] change his mind and like us to re-inspect his Lexus, we may be able to advocate for Mr [redacted] and have [redacted] fix their repair quality issuesMr [redacted] can reach Eric [redacted] at [redacted] I’m sorry for Mr [redacted] ’s situation and look forward to resolving his claim to his satisfactionIf you have any questions, please call me at [redacted] Sincerely, Fred [redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - LST)***May 18, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou T [redacted] Re: File Number: [redacted] Customer Name: Christian [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Southeastern Insurance Company Mr [redacted] ,I received your letter from May 11, I’m sorry to hear about the difficulty Mr [redacted] is experiencing because of the outstanding balance on his prior policyI’m glad to explain the reason for the amount owed On January 22, 2017, we sent Mr [redacted] a Bill for a payment of $201.16, due by February 7, On February 11, 2017, we sent a Cancel Notice, asking for the payment of $by February 24, 2017, to prevent cancellation.On February 24, 2017, at 12:a.m., we canceled the policy for nonpayment, with a balance of $remaining for the coverage we provided until the cancel dateWe applied an uncashed refund check for $from to the policy, which reduced the balance owed to $We canceled the policy because we didn’t receive payment by February 24, I don’t show that we got a request from Mr [redacted] to cancel the policy prior to this dateIf he bought other coverage before the cancel date and can provide documentation showing this, I’ll be happy to revise the date of the cancel and the balance owed I can understand that good credit is important to Mr***, and I’d like to help with updating the policy if any of the information we have is inaccurateI’ve enclosed the billing notices we sent for reference If I can answer any questions, please call me at [redacted] Sincerely, Anna O***Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)***May 8, 2017Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted] RE: File Number: [redacted] File Name: Terry [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance CompanyMr [redacted] ,I’m writing in reply to your follow up letter dated May 4, I’m sorry for the confusion this matter has caused.On April 28, 2017, we sent a claims representative to re-inspect Mr***’s vehicleAt that time, we identified damage to the auxiliary transmission cooling lineWe’ve since paid to replace the damaged transmission lineThe damage that we’ve addressed doesn’t appear to have caused Mr***’s vehicle to overheatWe’ve explained to Mr [redacted] on several occasions that he will need to have his vehicle diagnosed by a mechanic of his choice to determine why the vehicle is overheatingPresently, we’re unable to move forward until Mr [redacted] has his vehicle moved to a repair facility that can show how the overheating issue is related to his accidentI'm sorry for the inconvenience Mr [redacted] has experiencedIf you have any questions, please call me at [redacted] Sincerely,Brian [redacted] Claims Manager

March 4, 2015Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: Unknown Company Name: Progressive Group of Insurance CompaniesMs [redacted] ,I’m writing in reply to your email dated February 27, Thank you for the opportunity to reply to Mr***’s concerns.Based on the information Mr [redacted] provided in his complaint, I am unable to locate a policy in his name that we have forwarded to [redacted] and [redacted] , our outside collection agencyIf Mr [redacted] can provide additional information such as the entry as it appears on his credit report, the policy number, any previous addresses Mr [redacted] has had, his driver’s license number, social security number and date of birth, we will gladly review our records again.In his complaint, Mr [redacted] states he is a victim of stolen identityIf Mr [redacted] believes a policy was purchased in his name without his authorization, we require a copy of the police reportI’m sorry for Mr***’s frustration in this matterIf you have any questions, please call me at 1-440-395- Sincerely,Lisa F [redacted] Lisa F [redacted] Consumer Relations Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [My intention as a lessor of a brand new vehicle (miles) was to buy a full coverage policy as it is demanded per my dealerI did not intentionally reject collision coverageI do not remember Progressive suggesting that I chose collision, I was just buying a full coverage policy for a leased vehicleUntil the moment that I had my accident and had my accident and contacted Progressive is when I find out that they never sold me what I wanted to buy.] Regards, [redacted]

(The following was copy/paste by Revdex.com staff - LST)***August 14, 2017Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Select Insurance Company Mr [redacted] I’m writing in reply to your letter dated August 4, I appreciate the opportunity to clarify the situation.On July 25, 2017, we issued a policy for Ms [redacted] at a six-month rate of $724, with a payment of $to initiate the policyAt the time, she selected Guest Personal Injury Protection (PIP) coverage at $5,Because Full PIP wasn’t selected, we sent the PIP Waiver for signature, as we do with all our customers who select this coverage.That same day, we received a call from Ms***, regarding the PIP waiver she received for signatureWe explained what she’d selected and the differences in Guest PIP and Full PIPShe now understood what she’d selectedShe then told us that she wanted Full PIP and not the Guest PIPIn providing a quote for Full PIP, this caused a rate increaseUnfortunately, Ms [redacted] wasn’t satisfied and requested cancellation of the policy, effective July 26, 2017.I’m sorry for the misinformation that we provided regarding her two-day refundHowever, we do have a hold time on refunds, depending on the type of payment, to make sure the payment is valid before issuanceTo ensure this doesn’t happen again, feedback is being provided for correctionOn August 6, 2017, we issued the refund for $back into Ms***’s checking accountWe regret that we didn’t meet Ms***’s expectations and are sorry for the inconvenience she experiencedWe hope that she’ll consider us again in the future and give us another chance to earn her trust If you have any questions, please call me at 440-620-6942.Sincerely,Annie ***Consumer Relations Specialist

July 14, Better Business Bureau, Inc Euclid Ave, 4th floor Cleveland, Ohio 44115- Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance Company [redacted] , I’m writing in reply to your follow up letter dated July 6, I’m sorry [redacted] 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 investigationWe paid [redacted] for the owed damages that are the direct result of this lossIf additional damages are found during the repairs of [redacted] ***’s property, we are open to meeting with [redacted] ***, his property manager, or the contractor completing the repairs to address any new information If you have any questions, please call me at 1- [redacted] Sincerely, David B [redacted] David B [redacted] Multiline Claims Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Progressive promised our refund on March Today is already the 8th and there is still no refund This company is very deceitful Once we agreed to the quote, we gave them our check They then found COMPREHENSIVE claims dating back to and and RAISED the rates We then declined the insurance I want my money back and I want my complaint to remain on their file I'm sure we aren't the first ones this has happened to Regards, [redacted] ***