Progressive Corporation

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 meThey indicated that they wanted to speak with me, but I refused because I was at work or some other issue, isn't trueI contacted Progressive in early April to make arrangements, but my requests went unansweredThey refused to speak with me in chat and refused to call meI provided a phone number have never received a single phone call.Now, the account is with a collection agency, potentially damaging my credit ratingThis is inexcusable and reprehensibleThe dates mentioned in response from Progressive failed to mention that I contacted their company, via phone, to set up arrangementsI was told each time that a supervisor would contact me and one failed to do so
Regards,
*** ***

Revdex.com:
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,
*** ***

*** *** *** ** *** *** * ***June 20, 2017Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** File Name: Ranonda *** Claim Number:
*** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct Insurance CompanyMr*** I’m writing in reply to your email dated June 16, I’m sorry for Ms***’s frustration with this claimI hope the following helps explain our position On May 24, 2017, we received report that our customer, Kevin ***, Honda Odyssey, driven by Joshua ***, rear ended Rononda ***’s Saturn VueWe accepted liability on Mr*** behalf once contact was made with all parties. On May 30, 2017, Ms*** dropped the Saturn off at the repair facility of her choice for repairs.On June 1, 2017, we completed an inspection of the Saturn and wrote damages to the rear of the vehicle on the estimate that were fresh and consistent with the facts of the loss presentedWe also completed a total loss valuation on the Saturn, and we determined it was in fact a total lossWe didn’t leave a copy of the estimate at the repair facility because the vehicle was rendered a total lossAlso, the brake lines weren’t addressed or inspected because the vehicle was deemed a total loss. On June 7, 2017, we presented the total loss offer to Ms*** via phoneShe didn’t agree that the Saturn was a total lossMs*** stated she would retain an attorney and requested a copy of the estimateWe emailed her a copy of the estimateShe also picked up the Saturn from the repair facility. Ms*** responded via email that she felt the estimate was inflated and included damages that weren’t part of the loss. Supervisor Tim *** reached out to Ms*** via telephoneIt was determined that the exhaust could be repaired instead of replaced. On June 13, 2017, Mr*** reviewed the final estimate with Ms*** and advised of the new estimate amount and confirmed the that the Saturn was now repairableMr*** advised Ms*** that if a supplement was written at a repair facility, a new assessment of damages would need to be completed and the Saturn may be determined to be a total loss againMr*** issued a payment to Ms*** for $4,001.60. On June 14, 2017, Ms*** spoke with Claims Branch Manager Ryan *** and stated she felt she should be paid the full original estimate amount. Mr*** conceded to pay the additional $to Ms***Ms*** stated she was happy with this outcome I’m glad we could bring this matter to a closeIf you have any questions, please call me at ***. Sincerely, Ron ***Claims Manager

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

Revdex.com:
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.Me or nor my wife has received any calls from progressive insuranceNo one has called or left a voicemail on any of our cell phoneWe will have our insurance company proceed with the claim and they will be in touch with progressive insurance
Regards,
*** ***

Revdex.com:
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 canceled my policy prior to Feb24, My new policy with *** *** began on Feb 20, The information that was provided by Progressive is incomplete because it does not show that I canceled my policy before the policy lapsed. Regards,
Christian ***

(The following was copy/paste by Revdex.com staff - LST)***December 22, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou ***Re: File Number: *** Customer Name: Richard S*** *** Policy Number* *** Claim Number: *** NAIC Number: ***
Company Name: Progressive Direct Insurance CompanyMrT***I’m responding to your letter dated December 16, Thank you for forwarding MrK***’s concerns about his claim and the increase in the price of his renewal policy.MrK*** did present a claim this year on May 18, 2018, stating he struck a curb and damaged the bumper on his Jaguar S-TypeThe total repair costs for the damage was $2,847.59, of which we paid $2,358.59, with MrK*** being responsible for his $deductible.As shown on the screen printed directly from MrK***’s policy attached, he has attained our Platinum Membership status for loyaltyI’ve provided a copy of the benefits chart showing that based on his membership status, he does qualify for Small Accident Forgiveness that provides for claims of less than a $payoutThis information is provided by clicking on the Small Accident Forgiveness line for the convenience of our customersI’m sorry if he was provided misinformation and am happy to provide feedback to the representative that assisted him upon his visit to our office.MrK*** is correct. This accident does have a direct impact on the price of his policyBecause we are filed with the state of Ohio to use and abide by the rules of our Loyalty Program, we can’t remove the accident from his insurance driving history or change how it is applied to his policy.I realize that this is not the answer MrK*** was hoping for, and I’m sorry for thatWe do appreciate his loyalty as a customer and are happy to review his policy benefits at his convenienceIf you have any questions, please call me at ***Sincerely,Nancy A***Nancy A***Consumer Relations Specialist

Please see our response attached

*** *** *** *** ** *** *** * ***April 24, 2017 Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: Lou ***Re: File Number: *** File Name: Ken *** Policy Number:
***Policy Type: MotorcycleNAIC Number: ***Company Name: Progressive Direct Insurance CompanyMr***, I’m writing in reply to your email dated April 11, Thank you for the opportunity to review Mr***’s concerns and explain what happened on his policy Mr*** insured his H-D FLHRC ROAD KI with us under policy number ***As Mr*** states in his inquiry, he then purchased policy number *** effective July 9, 2016, to insure his H-D FLHTKSE CVO LHe paid $to start this new policy.We’ve since combined the policesWe canceled policy number *** effective July 9, 2016, which is the date he bought this policy and applied his $payment to policy number ***The change of vehicle on policy number *** increased his rate $on the March 1, 2016, to March 1, 2017, policy period, and increased his rate $for the March 1, 2017, to March 1, 2018, policy periodWe’ve since canceled the policy effective April 17, 2017, at Mr***’s request and issued him a refund for $to his credit card. We canceled Mr***’s policy using the percent of prorate factorThis means we returned percent of the prorate unearned premiumI’ve enclosed the notification we sent to Mr*** regarding the cancel method.I’m sorry for Mr***’s frustration in this matterIf you have any questions, please call me at *** Sincerely, Lisa ***Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - ***)***June 30, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115 Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number:
*** Company Name: Progressive *** Insurance Company Mr***,I’m writing in response to your letter dated June 24, Thank you for forwarding Mr***’s concerns about the $balance due listed on his credit report.I reviewed Mr***’s policy and see that the $balance in question is not owed on his current policy (***), but is a balance owed on a previous policy Mr*** had another policy with us under policy number ***, that he purchased online effective September 29, 2014, and canceled effective December 16, 2014, for nonpaymentI’ve enclosed the policy documents for your review.We charged him $for coverage up to December 16, 2014, $in installment fees, a $late fee, a $returned payment fee, and $for the prorated *** *** *** *** (***) fees, for a total of $Mr*** paid $442.46, leaving a balance due of $We sent him two bills for the remaining balance, and because we didn’t receive the payment, we referred the balance to collections.I’m sorry for the misunderstanding over which policy we reported the balance onBecause the balance we referred to collections is a valid amount owed, we can’t remove it from Mr***’s credit recordsHowever, once payment is made to the collection agency, they’ll update the reports to show the balance was satisfied. I hope this clears up any confusionIf you have any questions, please call me at 440-620-6944. Sincerely, Rose S*Rose S*Consumer Relations Specialist

(copy an pasted by Revdex.com staff NR 10/13/17)July 13, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115 Attn:** *** *Re: File Number: *** File Name: *** *** Claim Number: ***Policy Type: Personal Auto NAIC
Number: *** Company Name: Progressive Advanced Insurance Company *** ***,I’m writing in response to your letter dated July 7, Thank you for making us aware of *** ***’s concernsWe’re always happy to help our customers and find solutions to any issues that may arise during the claim process. In this incident, *** *** wanted repairs completed on his LexusHe picked out a repair shop, *** *** ***, to have the repairs completedHe dropped his vehicle off on June 28, 2017, and we provided him with a rental car to use while his vehicle was being repairedAs protocol, he signed an Authorization to Repair Form at the *** *** *** On June 30, 2017, our representative completed an estimate for the damages and left a copy with the repair shopHe also called *** *** to go over the estimate and advised him we’d be issuing payment to the shop for the repairs. On July 5, 2017, *** *** called us to let us know that he decided on repairing his vehicle at a different repair facilityWe called *** *** *** to let them know, but they’d already started on the repairs and were almost finished with the vehicleWe’ve issued payment to the repair facility for the completed work and have issued an additional payment of $to *** *** for an additional part that he purchased. I’m sorry for the inconvenience *** *** experiencedIf you have any additional concerns, please feel free to call me at ***.Sincerely,RS*** ***Claims Supervisor

February 26, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company
Name: Progressive County Mutual Insurance CompanyMs***,I’m writing in reply to your letter dated February 19, 2016.On January 31, 2016, Mr***’s daughter, *** reported this claim to us who was the driver at the time of this incidentDuring the loss report call, *** advised that she was driving down the roadway and looked away for a second, striking an open car door causing it to bend all the way back. On February 1, 2016, we made contact with the owner of the parked vehicle who confirms that, while retrieving items from the parked vehicle, her open door was struck by a passing vehicle Mr*** was the next party with whom our claim representative spoke tooHe provided his understanding of the facts of loss based on his daughter’s explanation to himAt this point, liability is not finalized and is pending further investigation to protect his interest. Our claim representative then reached out to the owner of the parked vehicle to confirm additional details regarding the length of time the door was opened and to obtain pictures of the parked vehicles damagesThen we spoke with Mr*** again to advice that so far in the claim, *** may be at faultThis was based on the facts of loss as reported, the statement of the parked vehicle owner, Mr***’s recap of ***’s recollection, and pictures of the parked vehicle showing the door bent all the way backAt this point, our claims representative attempted to schedule an inspection of the customer’s vehicle, but was told by Mr*** that he would call her back. Upon call back the next day, Mr*** scheduled the inspection and requested to speak to a supervisorOur claim representative’s supervisor reached out the same day to discuss Mr***’s concerns, advising that a police report is on order to confirm the facts of loss to aid in the final liability decision. Once receiving the police report, we confirmed the facts of loss and the pictures of both vehicles were reviewed in relation to the statements providedA determination of fault was made against *** and communicated to Mr*** at which point he stated that the police report was not a credible source.I appreciate the opportunity to clarify the situationBased upon the investigation completed and a thorough review of the loss, our liability decision will remain as previously communicated.I’m sorry for any frustration Mr*** has experienced If you have questions, please call me at 1-440-910-1108. Sincerely,Gavin A*** Gavin A*** Claims Manager

Revdex.com:
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 had sent them more than enough photos. In fact, I uploaded photos times! They simply were not going to pay this claim regardless!Also, Progressive has changed the meaning of the word ACCESSORY. They claim that all non-oem parts are accessories, and that all such money comes from the accessory claims portion. But in fact an accessory is something added that the OEM did not provide new with the motorcycle. Big difference with a non-OEM part is that there is an OEM component cost of that non-OEM part that was a cost when the motorcycle was purchased.Progressive also did not pay the replacement cost of the jacket which is $799. They only paid a portion of that
Regards,
*** ***

October 9, Revdex.com Euclid Avenue, 4th floor Cleveland, OH Attn: *** *** Re: Case Number: *** Customer Name: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company: Progressive Select Insurance Company MrT*** This is in reply to your October 2, 2017, letter about *** ***’s additional concerns regarding the investigation of her vandalism claim Our offer of a Spanish interpreter was a customer service gesture and our claim representative was simply attempting to be helpfulI regret MsE*** feels we were attempting to profile herAdditionally, our records do not support we told MsE*** her claim was fraudulent. We’re currently working to complete our investigationMsE*** spoke to our claims manager, *** *** on August 6, 2017, and we advised MsE*** we still need her cell phone records as noted in our Reservation of Rights letter and her policy declarations pages from her prior insurance carriers, ***, and ***We will share the results of our investigation with MsE*** upon completion. Thank you for bringing MsE***’s concerns to our attentionPlease call me at *** if you have additional questions Sincerely, Thomas AS*** Thomas AS*** Compliance Manager Tell us why here

Revdex.com:
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.]As I already stated, this company used my personal information in order to obtain pricing information from their competitors weeks prior to my renewal dateThis should constitute a violation of my privacy because they used my personal information to do soAnyone else who used my personal information to contact a company for the purpose of gaining information about my personal financial situation could very well be prosecuted in a court of law for identity theftBy continuing to allow companies like progressive to conduct business in unethical and unmoral fashions such as this condemns us all to a lifetime of rate increases through a domino affect.
Regards,
*** ***

Revdex.com:
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 bill they claim I owe was paid via money order and unfortunately, I do not have a copy of it to provide as proof of paymentThey will not see a dime more on that policy and please advise them, collection efforts will not work As for the calls, they have stopped for now but did continue even after they supposedly removed the number or placed on do not call listThis could have been a result of some delay in processing, however, they should not make calls to harass their customers over supposed money owed on prior policies.
Regards,
*** ***

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,
*** ***

Per conversation with ***:Company resolved claim at close of June, and the vehicle was totaled out Consumer received payment, and matter is resolved

response copied and pasted by Revdex.com staff NR August 11, 2017Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: ***Policy Type: Personal AutoNAIC Number: ***Company
Name: Progressive Direct Insurance CompanyMr***,I'm writing in reply to your email on August 4, 2017.Like Mr***, I wouldn't want to get a bill for a change to my policy that I didn't request.I'm sorry that we upset him and lost his business over thisI reviewed Mr***'s policy tosee what happenedI hope this helps to explain the increase.Mr*** listed a homeowner's policy with us on the Application, so we gave him theMulti-Policy discountUnfortunately, when we checked our records, we couldn't find thatpolicyWe removed that discount, which increased the policy $54.On August 3, 2017, Mr*** updated his policy, which lowered it by $Unfortunately,he also chose to cancel his policyWe refunded $to his credit card that same day.We value Mr***'s loyalty and would love to insure his Nissan againIf he wants todo another online quote, we invite him to click on the "chat" link - we'll gladly walk himthrough the quote and answer any of his questions.If you have any questions, please call me at ***.Sincerely,Dona ***Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)***November 10, 2017Revdex.com, IncEuclid Ave, 4th Floor Cleveland, Ohio 44115-2408Attn: *** ***
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*** *** *** Company Name: Progressive County Mutual Insurance CompanyHello MrTekavcic,I’m writing in reply to your letter dated November 2, We pride ourselves on the customer service that we provideI’m sorry that MrG*** didn’t receive that level of service and were using his feedback to improve the service that we provide.I’ve reviewed the concerns raised by MrG***, and we took his vehicle to the dealership to diagnose the problems he’s having with the windshield wipers and air conditioning because the shop was unable to determine why they aren’t workingThe issues with the trunk light and tail lamps have been resolved. We’re committed to covering any damages that are accident, or repair related and fall within the policy guidelinesI will continue to maintain contact with MrG*** while his vehicle is being diagnosedI’ll provide an update once we’re able to finalize our review. I thank you for bringing this matter to my attentionIf you have any questions, please feel free to call me at ***Sincerely, *** *** ***Claims Manager