Progressive Corporation

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.Hello;I would like to bring this matter to a close, but Progressive's Adjustor and Area Supervisor are not even willing to give (In David's own words, "He is an Expert") my words anyone who thinks and states out loud he is an Expert is a JOKE and you can't do business with such a Joker.  I stand by the bid that Progressive asked we obtain and submit.  Make note had Progressive done their own estimating, bidding, hiring their own contractor, done all the work and paid all the replacement/repair bills I would have nothing to complain about.  But as it was they asked us for a bid then sat on our bid for awhile then sent their people out, talked with our fencing contractor and some how got the our fencing contractor to lower his bid.  I have to wonder how and why this kind of business is being done ??  From the very beginning I was more than willing to let Progressive do everything, they choice not to. As it turned out I could not trust my fencing contractor because he changed his bid and was going to repair the fence with lesser material.  I ended up removing all fencing at a cost of $3,500.00 and then placing boulders in place of fencing at a total cost of over $7,000.00 and there still is the bill of doing the landscape which was tore up and totally destroyed by the driver and the removal of the two cars which were involved in this one accident. (Flowers can't be replanted till fall) None of the flower damage was part of or were even part of Progressive's settlement estimate.   Progressive's own pictures should have shown flowers in full bloom and the totally missing sections.  Funny, how they missed that ?? Progressive were good with the first claim, have to wonder why Progressive isn't so with the second claim ??  We did everything the same on both claims, got to wonder why Progressive did so different ??  I'm willing to stand behind my first bid submitted, but as Progressive is also standing behind their unethical business practices,  I don't understand or accept their reply to my complaint  
Regards,
[redacted]

May 12, 2016Revdex.com 2800 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 Direct...

Insurance Company Ms. [redacted],I’m writing in reply to your letter dated May 4, 2016. I appreciate the opportunity to clarify the situation. Ms. [redacted]’ policy [redacted] began on November 2, 2015, with a paid in full amount of $1,221. We sent all of her documents, including the Auto Insurance Bills, Underwriting Memos, Declarations Pages, and Personal Injury Protection (PIP) Forms, by U.S. Mail to the address she provided of [redacted]. The customer must complete the Paperless enrollment online to receive documents electronically. We are also required to obtain a signed PIP form on file confirming the customer’s choice to reject the coverage. Because Ms. [redacted] did not complete the Paperless enrollment process or sign and return the PIP form, her rate increased by $203 for six months. When we did not receive the payment of $203, we charged a late fee of $10. Although we were unable to backdate the rejection of PIP without the form to waive the total balance of $213, due to Ms. [redacted]’ issues with our online system, our service consultant applied an E-sign Discount on May 3, 2016, which reduced the balance to $73. We received Ms. [redacted]’ payment of $73 that same day.I’m sorry for the difficulty Ms. [redacted] experienced with our online services. I show she purchased a new policy with us (910009713) effective May 4, 2016. If she has any issues with accessing her new policy online or if you have questions, I can be reached at 1-440-910-6392. Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations SpecialistEnclosures

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] 23, 2016 Revdex.com, Inc. 2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408 Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Max Insurance Company Ms. [redacted], I’m writing in reply to your letter dated November 15, 2016. If Ms. [redacted] feels any damages to her vehicle resulting from this loss weren’t repaired, we’re willing to re-inspect her vehicle at her convenience. We can review the repairs completed and determine if any damages related to this loss weren’t considered in our appraisal and prior payment. We can consider any documentation that she supplies, in reference to any damages her vehicle sustained because of this loss, that weren’t considered in our prior appraisal and prior payment. We continue to advise Ms. [redacted] that until we receive such documentation, we’re not able to make any additional payments. If you have questions, please call me at 1-315-401-3430. Sincerely, Michael R. B[redacted] Michael R. B[redacted] New York Property Damage Process Leader

(The following was copy/paste by Revdex.com staff - LST)[redacted]August 14, 2017Revdex.com, Inc.2800 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 Select Insurance Company Mr. [redacted]I’m writing in reply to your letter dated August 4, 2017. 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 $81.92 to initiate the policy. At the time, she selected Guest Personal Injury Protection (PIP) coverage at $5,000. 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. [redacted], regarding the PIP waiver she received for signature. We explained what she’d selected and the differences in Guest PIP and Full PIP. She now understood what she’d selected. She then told us that she wanted Full PIP and not the Guest PIP. In providing a quote for Full PIP, this caused a rate increase. Unfortunately, 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 refund. However, we do have a hold time on refunds, depending on the type of payment, to make sure the payment is valid before issuance. To ensure this doesn’t happen again, feedback is being provided for correction. On August 6, 2017, we issued the refund for $81.92 back into Ms. [redacted]’s checking account. We regret that we didn’t meet Ms. [redacted]’s expectations and are sorry for the inconvenience she experienced. We 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 [redacted]Consumer Relations Specialist

March 21, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: To Whom It May ConcernRe: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto  NAIC Number: [redacted] Company Name: Progressive County...

Mutual Insurance CompanyTo Whom It May Concern,I’m writing in reply to your letter dated March 12, 2016.  I appreciate the time Ms. [redacted] took to express her concerns. I understand that she found what happened to be troubling. It wasn't our intention. I’ve listened to the call to understand the situation. Our Representative did ask Ms. [redacted] why she was canceling her policy. We do ask the reasons why our customers leave us, so that we can improve in the way we price our policies and also improve in our service.  I’m sorry if Ms. [redacted] was offended by our process. I’ve submitted feedback to our Customer Care representative’s supervisor for review. We strive to provide positive customer experiences. We do not like to see our customers inconvenienced and I'm sorry. If you have questions, please call me at 1-440-395-6877.  Sincerely,Rose V[redacted]Rose V[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 belowTo assist us in bringing this matter The amount I received was not the amount I was told I was going to receive and no one has explained why I received $1000 less than I was told. Their response is only a copy of a worksheet that I have no idea when it was prepared.  It could have been made up in response to this complaint, I just don't know.
Regards,
Judy [redacted]

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.Roadside assistnce was extra for me to have and because I knew it was a possiablity that I would need to use it I payed for it . I am being penalized for using something that I payed extra to have. There is nothing on anything that was given to me that said there was a limit on how many times I used it there is also nothing the says that road side is considered a claim. There is no reason why if I pay my bill on time the way I am supposed to as a loyal customer why I should have been getting a non renewal notice when I pay you all every month . It says as long as I pay my bill I can use it the only requirement is that you only cover 15 miles . This is unethical for you all to put me through this for me using the services that I pay for. 
Regards,
[redacted]

Attached is our response. File # [redacted]

Response attached to file number [redacted]

August 23, 2016Revdex.com2800 Euclid Avenue - 4 th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted]Customer Name: [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: United Financial Casualty CompanyMs. [redacted],I'm writing in reply to your follow up letter dated August 16, 2016. I’m sorry it I wasn’tclear and I hope this explains the situation better for Ms. [redacted].It’s Mr. [redacted]’s responsibility to make sure the funds are in the account at the time ofeach withdrawal. We aren’t responsible if they receive overdraft charges if they don’t haveenough money in the account when the bank puts through our withdrawal and otherpayments or withdrawals.I don’t have the actual figures, so I’m providing the following “hypothetical scenario” toshow that regardless of whether the bank took out the $49.41 on July 28, 2016, or if theytook it out on August 1, 2016, the account would still be less that amount onAugust 1, 2016, which is when Ms. [redacted] says the account over drafted.July 27, 2016 bank balance: $100.41July 28, 2016 withdrawal: -$49.41Balance in the account: $60.00July 27, 2016 bank balance: $100.41August 1, 2016 withdrawal: $49.41Balance in the account: $60.00As you can see, regardless of which date the bank took out the funds, the account wouldstill be less the $49.41 on August 1, 2016.Sincerely,Dona R[redacted]Dona R[redacted]Consumer Relations Specialist

April 8, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Manufactured Home NAIC Number: [redacted] Company Name: Progressive...

Specialty Insurance CompanyMs. [redacted],I’m responding to your letter dated March 31, 2016. Thank you for the opportunity to clarify the situation.The claim was filed by our customer, [redacted], for damage to his 1970 [redacted] manufactured home on February 29, 2016. Mr. [redacted]’s policy with us became effective on February 19, 2016. Upon report of the claim, he confirmed interior water leaks causing damage in his home. We contacted him the same day, and he stated that he was away from home at the time of the loss. When he returned, he observed debris in his yard and noted a neighbor had some missing shutters, so he believed the leaks were due to a recent windstorm. He confirmed the metal roof was original when the home was built, but he had completed repairs and maintenance on the roof in the past.We inspected Mr. [redacted]’s home on March 1, 2016. The inspection did not reveal any evidence of wind damage to the home or his premises. There was evidence of worn, cracked roof sealant on the entire roof as well as an area of newer sealant in the location of the interior water leaks. An inspection of the area around the home did not reveal any pieces of sealant or other parts of the roof on the ground. I have included inspection photos with this letter for your review. At the inspection,Mr. [redacted] advised us the newer sealant was applied by an unknown individual sometime in 2014. The interior inspection of Mr. [redacted]’s home confirmed water damage to the ceiling in a hallway and bedroom. The water stain on the bedroom ceiling had multiple water stains indicating a pre-existing issue with the roof. Because of the lack of evidence of damage to Mr. [redacted]’s home from a sudden event or covered loss, a letter of denial was issued for the specific exclusions listed on the policy. The letter was sent to Mr. [redacted] on March 4, 2016. We also contacted Mr. [redacted] via telephone on March 7, 2016, to confirm our position of denial. Later that day, Mr. [redacted] spoke with a claims supervisor regarding the denial, indicating he had a roofing contractor tell him wind had stretched the metal roof causing the roof leak. As a result of this discussion, we met with a contractor from [redacted] Industries at the home on March 23, 2016. The contractor indicated wind had pulled the metal roof pans up and stretched the metal on the entire roof resulting in several leaks within the home; however, he could not confirm when this damage occurred. This issue is not uncommon on structures with metal roofing due to age and repeated exposure to the elements over time. There was no new evidence provided to indicate the issues with the roof occurred on the date of loss or during the 10 days the policy had been active. As a result, the initial decision to deny coverage for the damage to Mr. [redacted]’s home was not changed.We make every effort to respond to customers claims quickly and accurately. In this case, there was no evidence of damage to the exterior of Mr. [redacted]’s home caused by a covered loss under the policy or within the active term of the policy. If you have any questions, please call me at 1-216-416-7649.Sincerely,Scott L[redacted]Scott L[redacted]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 7.  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 2 COMPREHENSIVE claims dating back to 2014 and 2015 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]

September 2, 2015 Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Specialty Insurance Company [redacted],I am in receipt of [redacted]’s follow up request regarding her experience with our claims representative from the automobile accident occurring on July 23, 2015. As I indicated previously, I gathered very specific and direct feedback from [redacted] regarding her concerns so as to appropriately coach our employee. I’m unable to comment with specific details regarding any type of disciplinary action as this is considered a confidential employee matter. I can assure you that customer service is a top priority for us. At this time, we’re still not in receipt of any subrogation demand. No documentation has been provided for our review. Upon receipt of such demand, we are willing to pay our portion of a reasonable rental expense. Should you have any further questions or concerns, please do not hesitate to contact me. I can be reached at [redacted].Sincerely,Debra B[redacted] Debra B[redacted]Claims Manager

July 19, 2016Better Busines s Bureau, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]   Customer Name: [redacted]   Policy Number: [redacted]-0  Policy Type: Personal Auto  NAIC Code: [redacted]  Company...

Name: Progressive Premier Insurance Company of Illinois    Ms. [redacted],I’m writing in reply to your inquiry dated July 14, 2016. Thank you for the opportunity to clarify the situation. In North Carolina, we rate policies based on years licensed, not age because of statute 58-3-25. When Mr. [redacted] quoted and purchased his policy online, he informed us that he held a valid license for ten years. When we verified the years licensed, we noticed Mr. [redacted] did not receive his valid license until April 28, 2016, or zero full years. Due to regulatory requirements, if a driver is licensed for less than three years, we have to apply an inexperienced surcharge, which increased the rate of his policy from $201.88 to $975.04. I understand this isn't what Mr. [redacted] wanted to hear, but we clearly disclose this online when we ask about years licensed. Because Mr. [redacted]’s bank did not honor his payment his balance owed is $201.88. If you have any questions, please call me at 1-440-620-6940.Sincerely, Jeff P[redacted]Jeff P[redacted]Consumer Relations Specialist

September 7, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Aisha [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto  NAIC Number: [redacted] Company...

Name: Progressive County Mutual Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated September 1, 2016. I appreciate the opportunity to clarify the situation with Mr. [redacted]’s deductible. The $499 deductible is a portion of the loss that Mr. [redacted] contractually agreed to at the purchase of his policy. We’ve completed a liability investigation and determined that Mr. [redacted] was not at-fault for this loss. When attempting to recover Mr. [redacted]’s $499 deductible, we were advised by State Farm that they are denying liability for the loss.  Unfortunately, we’ve exhausted our recovery efforts to collect Mr. [redacted]’s deductible. I spoke with Mr. [redacted] regarding this file and advised him of his options at this time. Mr. [redacted] advised that he had reached out to you in order to get a clarified response from us. Upon providing this in our discussion today, Mr. [redacted] advised that he was satisfied and would contact your office to confirm this.   I'm sorry for the inconvenience this has been for Mr. [redacted]. If you have any questions, please call me at 1-440-910-3227.Sincerely,R. Eric S[redacted] R. Eric S[redacted]   Subrogation Claims Manager

July 19, 2016Revdex.com2800 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: [redacted]Ms....

[redacted],I’m responding to your letter dated July 13, 2016. Thank you for the opportunity to clarify the situation.After reviewing the situation and speaking to Ms. [redacted], we are in agreement to offer a renewal of her policy this coming September 24, 2016.I spoke to Ms. [redacted] earlier today and offered our apologies for the poor customer service she experienced and explained our resolution. She was very happy that I called and satisfied with the outcome of our review.If you have any questions, please call me at 1-440-620-6943.Sincerely,Nancy A[redacted]Nancy A[redacted]Consumer Relations Specialist

September 1, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted]   Customer Name: [redacted]   Claim Number: [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 August 23, 2016. I appreciate the opportunity to clarify the situation. On July 11, 2016, [redacted] reported a vehicle fire claim involving her 2003 [redacted], which occurred on July 10, 2016. According to the [redacted] Fire Department, the origin of the fire was inside the residence and exterior to the vehicle. We are currently in the process of completing an investigation to verify the facts of loss as presented by Ms. [redacted] and identify the cause of the fire. We are operating under a Reservation of Rights and have assigned a special investigator to the claim. This is standard industry practice with claims of this nature and Farmers, who is the insurance carrier for the residence where the loss occurred, as well as the [redacted] Police and Fire Departments are conducting similar investigations. We regret if this process has caused Ms. [redacted] any frustration. We and the other investigative entities involved have requested a selection of documents from Ms. [redacted] to aid in confirming the facts of loss. To date, she has not provided the signed Consent for Disclosure of Consumer Information Form, banking/financial and cellular phone records for the period under investigation, or maintenance history for the vehicle. Our objective is to complete the investigation in a prompt and efficient manner, while considering the specific needs of the claim. We are asking for Ms. [redacted]’s cooperation in order to resolve her claim.    If you have any questions, please call me at 1-253-733-4324.Sincerely, Jason F[redacted]Jason F[redacted]Claims Supervisor

Revdex.com generously gives Progressive an unheard of four chances to justify why it failed to pay the rest of my now ten month old property damage claim of 1/21/2016 and what does Progressive do with it? It just copies and pastes snippets from its prior responses which were already addressed and defeated.  Maybe Progressive is saving the smoking gun for a fifth response?  Yeah right.  This company is as incompetent as it is corrupt.  Consumers and investors beware!!!
Regards,
[redacted]

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 beloThe response is false. She states that once the information is removed they would run a new quote. When I called 2 weeks ago the information was removed and I was told by a supervisor I would have to purchase the policy with the negative information still inflating the quote. Attached are the documents from [redacted]s acknowedlging their error which also is unacceptable, and stating the quote should be re run now. Progressive has done nothing to acknowledge the error and make it right. 
Regards,
[redacted]

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.
Regards,
[redacted]