Progressive Corporation

October 27, 2017
Revdex.com
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
Attn: [redacted] 
Re: File Number: [redacted] 
Customer Name: David S[redacted]
Claim Number: [redacted] Policy Number: [redacted]  Policy Type: Personal Auto
NAIC...

Number: [redacted] 
Company Name: Progressive Universal Insurance Company

Mr. T[redacted],
I’m writing in response to your letter dated October 20, 2017. Thank you for forwarding Mr. S[redacted]’s concerns. I know this whole ordeal has been frustrating for him, and I'm very sorry for that. I hope this helps to explain how we handled his claim.
We completed a thorough liability investigation, which included statements from both drivers involved, the witness’ statement and completing a virtual scene investigation. Because the police weren’t called to the accident, there’s no crash report to reference. After thorough and thoughtful consideration of all the evidence, we determined that Mr. S[redacted] isn’t liable for the accident. However, the other party involved in the loss provided a different version of the facts of loss. Due to this being a word versus word situation, the other party’s insurance company denied liability for the accident and denied payment to Mr. S[redacted].
Our claims representative called the other insurance company to advocate on behalf of Mr. S[redacted] and attempted to influence their liability decision. Although our representative leveraged the merits of our case and got the other carrier to accept 50% responsibility for the accident, we still feel that Mr. S[redacted] shared no responsibility. Therefore, we’ll be pursuing full recovery for Mr. S[redacted]’s damages through subrogation and arbitration as needed.
I’m very sorry for the inconvenience this has caused Mr. S[redacted], and I can assure you that we’ll continue to do our best to help him.
If you have any questions, please don’t hesitate to call me at [redacted] 
Sincerely,
[redacted]
Claims Manager

[redacted]

April 22, 2016Revdex.com, Inc.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 Direct Insurance Company Ms. [redacted],I'm writing in reply to your follow up letter dated April 19, 2016.I've enclosed copy of the electronically signed Statement of No Loss filled out by Mr. [redacted] when he reactivated his policy online after the accident occurred.If you have any questions, please call me at 1-425-245-9513.   Sincerely, Chris M[redacted]Chris M[redacted]Claims Supervisor

August 2, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: **-[redacted]Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: [redacted] Insurance Company      Ms. [redacted],I’m writing in response to your letter dated July 27, 2016. I have reviewed Ms. [redacted]’ claim and appreciate the opportunity to address her concerns. I’m sorry that Ms. [redacted] feels that we mishandled her claim during her return visit to our Service Center in Livonia, [redacted]. On the evening of Monday, July 25, 2016, at approximately 6:00 p.m. Ms. [redacted] arrived at the Service Center to take delivery of her repaired 2004 [redacted]. During delivery, Ms. [redacted] pointed out to our Service Representative, Lory M[redacted], a small scrape to the front bumper cover just below the right headlamp. Ms. [redacted] advised Ms. M[redacted] that this scrape was not there prior to her leaving her vehicle with us for repairs. Ms. M[redacted] reviewed our initial photos taken after the vehicle arrived at our shop on July 11, 2016, and determined that this scrape was not there prior. Ms. M[redacted] apologized to Ms. [redacted] and advised her we would file a fleet claim for her the following day. A fleet claim is essentially a claim filed under our liability policy for damages sustained to a vehicle caused while in our care. Upon my arrival to the Service Center the following morning, I was advised of Ms. [redacted]’ concern and began to prepare the documentation required to file a fleet claim on her behalf. Ms. [redacted] called the Service Center around 8:30 a.m. advising us of a second repair issue she identified and requested to return her vehicle for review. We scheduled Ms. [redacted] for a 9:30 a.m. return appointment. I met with Ms. [redacted] when she arrived and we proceeded outside to review the two concerns she had with her vehicle. The first issue Ms. [redacted] pointed out was her initial concern of a small scrape to the right side of her front bumper cover just below the right headlamp. Based on my review of our initial photos, I agreed that this scrape was not there prior and agreed to have it repaired for her. Ms. [redacted]’ second issue was an irregular gap between the new hood replaced during the course of repairs and the top of the existing front bumper, which was not repaired. I reviewed this gap and initially didn’t see her concern, as the new hood lined up with the tops of the fenders and headlamps. Ms. [redacted] proceeded to compare this gap to other vehicles parked nearby, which comprised of [redacted], **, and [redacted]. I politely advised Ms. [redacted] that we couldn’t compare the gaps on these types of vehicles to hers because they are all designed differently and have different gap tolerances between their panels. I advised Ms. [redacted] that her vehicle, a 2004 [redacted], is unique and therefore, we have nothing similar on our lot to make a comparison. For a more accurate means of investigating, I led Ms. [redacted] back inside where I performed a Google image search of a 2004 [redacted]. The images I reviewed did in fact show a much narrower gap (approximately ¼ inch) between the hood and front cover. At this point, I apologized to Ms. [redacted] for the misunderstanding and agreed to get her vehicle back to our shop to diagnose the issue and/or perform the necessary adjustments. We provided Ms. [redacted] with a rental vehicle at no charge to her. While displaying the Google image of the exact type of vehicle to Ms. [redacted], I showed her the ¼-inch gap between the hood and bumper and advised we would replicate this so it would return her vehicle to pre-loss condition. Because Ms. [redacted] disputed that there should be no gap in this area whatsoever, I explained to her that there must be a natural gap between two adjacent panels of a vehicle to allow for movement, open/close, prevention of sheet metal contact, etc. At this time, I again advised her we would return her vehicle to the shop for the necessary corrections. Ms. [redacted] completed a customer service survey and requested a call back from a manager. On August 1, 2016, John H[redacted] spoke with Ms. [redacted] and apologized that her repairs were not done properly. Mr. H[redacted] made the accommodation to waive Ms. [redacted]’ requirement to refuel her rental car and provided her with $30 in gas cards. Ms. [redacted] was satisfied with this course of action.I’m sorry for the inconvenience Ms. [redacted] experienced. If you have any questions, please call me at 1-734-452-0779. Sincerely, Denise L. P[redacted]Dennis L. P[redacted]Claims Supervisor

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

[redacted]May 25, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted] File Name: Jessica [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: [redacted]Mr. [redacted], I’m writing in reply to your letter dated May 19, 2017. I understand Ms. [redacted] frustration with the Cancel fee and I hope this information is helpful to explain our handling of her policy. Ms. [redacted] last renewal period was to be from December 25, 2016 until June 25, 2017. She paid two monthly payments by credit card and then chose to use our Electronic Funds Transfer (EFT) payment option:December 16, 2016 $90.00 by credit cardJanuary 14, 2017 $87.56 by credit cardFebruary 25, 2017 $88.33 by EFTMarch 31, 2017 $84.33 by EFTApril 28, 2017 $84.33 by EFTMs. [redacted] updated her coverage online on May 1, 2017. Because we’d already processed the April payment, the $24.75 prorated decrease could only affect the last payment in May.Ms. [redacted] canceled her policy with us effective May 12, 2017. Because the policy canceled before the end of the policy period, we charged a $50 Cancel fee. We disclosed the $50 Cancel fee on her Application and on every Coverage Summary that we issued during the life of the policy. I’m sorry that we misinformed Ms. [redacted] and indicated that [redacted] requires us to charge the fee. This is a fee that we charge for policies that do not complete their full term. We do file this information with the Department of Insurance, but it isn’t mandated by them. At the point the policy canceled we charged a total of $441.96 from December 25, 2016 until May 12, 2017. This amount includes $374.08 for the policy rate (which factored in the $24.75 decrease), $17 in Installment fees, $50 for the Cancel fee, and $.88 for the [redacted] Anti-Fraud fee. We received a total of $434.55, which left a balance of $7.41. We’ve waived this amount and the current balance is now $0.I know this isn’t the answer Ms. [redacted] wanted to hear and I’m sorry. We hope that she keeps us in mind for her future insurance needs. If you have any questions, you can call me at 440-395-0209.Sincerely, Michael [redacted] Michael [redacted] Consumer Relations Specialist

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]

Please see our response and supporting documentation attached

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.
Unfortunately, they are not being honest in their response, so I cannot accept. I will move to [redacted] complaint, and if that doesn't get resolved then we will go to court. I am not letting this go, especially since they are being dishonest. They did not confirm with the shop that the repairs could be buffed out in the beginning, that is a lie. The shop manager at [redacted] will confirm that he and I both stated from the start it needed repainting. The only person who said no was the representative at progressive. Not calling me back for over a week is poor communication, and they won't admit that either. This is just one instance proving that the New Mexico branch of Progressive doesn't have proper business people to initiate internal controls and processes to keep their service consistent across all states. This branch is lacking, and the dis-honest response from management is a good indication of why they are having to deal with this.
Regards,
Patrick [redacted]

Ms. [redacted],
Attached is our response.
Thank you,
Rose S[redacted]
Consumer Relations Specialist
1-440-620-6944

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

March 31, 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 Casualty Insurance Company Ms. Ibrahim,I’m writing in reply to your letter dated March 23, 2016. I appreciate the opportunity to clarify the situation. On April 6, 2014, Ms. [redacted] was involved in a not-at-fault accident, resulting in a payout under Uninsured Motorist Property Damage of $2,541.42. Our insurance program accounts for all accidents, including not-at-fault or comprehensive claims equal to or greater than $1000. These claims may not always point to the driving behavior of a customer, but may reveal a likelihood of future claims based on their driving environment. We do not charge a set fee for these claims but do use the information in the consideration of our rates, which is in line with our competitors' practices.We value Ms. [redacted] as a customer and are sorry for the frustration this has caused her. If you have any questions, please call me at 1-440-910-6392. Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations Specialist

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]

(The following was copy/paste by Revdex.com staff - LST)[redacted]December 1, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: Progressive Premier Insurance Company of IllinoisMr. T[redacted]Thank you for sending us Ms. D[redacted]'s concerns. I know this is frustrating for her, and I'm very sorry for that. I reviewed the policy to see what happened. I hope this info helps.Ms. D[redacted] chose to receive policy documents by email. On August 14, 2017, at 8:22 a.m. ET, [redacted] called us to remove the automatic payments on the policy. We issued an email confirming the removal and an email stating there were new policy documents to review - this included the revised Coverage Summary confirming the removal of automatic payments.On September 7, 2017, we issued a Renewal Offer with payment options. On October 4, 2017, we received a $302.23 PayPal payment, and renewed the policy.On November 8, 2017, we mailed a Cancel Notice confirming we'd cancel the policy effective November 20, 2017, if we didn't receive the required payment by 12:01 a.m. on November 20, 2017.On November 21, 2017, we received an internet payment of $160.31, which we applied to the canceled policy's balance. We mailed a Final Bill confirming we canceled the policy effective November 20, 2017. I'm sorry for any confusion, but Mr. A[redacted] (who had authority to do so) removed the automatic payments, and we let Ms. D[redacted] know of this change at that time.I know it's not the result she wants, but we're unable to reinstate this policy or return the last payment. She's a valued customer and we invite Ms. D[redacted] to call us at [redacted] if she wants to start a new policy.I've enclosed the above documents for your review. If you have any questions, please call me at [redacted]Sincerely,[redacted]Consumer Relations Specialist

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]

February 10, 2016Revdex.com, Inc.2800 Euclid Ave, 4th Floor Cleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Policy Type: Commercial Lines       NAIC Number: [redacted]   Company...

Name: Progressive Specialty Insurance Company Ms[redacted], I’m writing in reply to your letter dated February 5, 2016.On June 10, 2015, Mr. [redacted] wrote a policy with us though his agent, I Go Auto Insurance. He listed his business use as scrap metal, scrap auto and recycling services, and trucking for hire. The policy covered a 2000 Ford at an annual rate of $7,369. We received an initial payment of $1,257.58 and issued ICC/MCS90 filings on his behalf. On June 22, 2015, at Mr. [redacted]'s request, we added a 2008 Big Tex trailer, General Liability coverage at $1,000,000/$2,000,000 aggregate, and increased Bodily Injury/Property Damage liability from $750,000 to $1,000,000 for an increase of $7,601. On June 23, 2015, at Mr. [redacted]'s request, we added a 2015 Trailer World trailer for an increase of $1,119.On July 6, 2015, Mr. [redacted] called and requested to talk to a supervisor. Mr. [redacted] stated that he has not benefitted from this policy at all and it needs to be canceled back to the beginning. He stated that the company he had planned on hauling for ([redacted]) will not accept our policy because there is not a pollution endorsement available and they requested special verbiage on a waiver of subrogation that we were unable to provide. For the reason stated, he has not worked and would like his money back. We advised that we're unable to do so and that the filings issued on his behalf would take 35 days to cancel. We also advised that if he finds replacement coverage prior to our cancel date and sends us proof, we'll amend our cancel date to match.CA9948 Endorsement Definition: Endorsement that provides coverage for Pollution Cleanup. We do not offer this endorsement On July 13, 2015, we mailed a Cancellation Notice due to nonpayment of premium, advising $1,535.15 was due on July 26, 2015. We didn't receive payment and canceled the policy effective July 26, 2015. There's an outstanding balance of $599.42.  I’m sorry for any frustration Mr. [redacted] has experienced. If you have questions, please call me at 1-440-910-1445.Sincerely,Dawn M. D[redacted]Dawn M. D[redacted]Progressive Commercial Lines

Attached is the response.Business response copied and pasted below by Revdex.com staff MT 3/6/17:March 3, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy...

Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyMs. T[redacted] 
I’m writing in reply to your letter dated February 17, 2017. Thank you for the opportunity to address Mr. T[redacted]’s concerns. Mr. T[redacted]’s previous policy, [redacted] canceled on August 8, 2016. On that policy, Mr. T[redacted] was the only driver listed when the policy canceled. On October 27, 2016, Mr. T[redacted] started a new policy with us that included him and two additional drivers who were excluded from coverage. The six-month rate was $669.76. We can start policies with excluded drivers but require the customer sign Exclusion Form(s) in order to maintain the exclusion(s). We mailed exclusion forms on November 7, 2016, and November 12, 2016. With the November 12, 2016, exclusion form we also sent a reminder advising that we needed to receive the form by December 11, 2016. We did not receive the forms and on December 27, 2016, we updated the policy to show them as drivers and not excluded. This increased the rate on Mr. T[redacted]’s policy to a six-month rate of $1,540.76. His policy subsequently canceled for nonpayment on February 14, 2017. After cancellation, a balance remained of $665.55. Unfortunately, the addition of the drivers was processed in error. The policy should have been set up for an underwriting cancellation. I updated the policy to exclude the drivers again. This returned the rate to $669.76. I’ve also submitted to waive the Cancel fee from the policy. We are currently processing this and will send updated billing once it is completed. I hope this information is helpful and I’m sorry for our error and the frustration we caused Mr. T[redacted]. If you have any questions, please call me at [redacted]
Sincerely, [redacted] 
[redacted] Consumer Relations Specialist

February 1, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Aisha [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Max Insurance...

CompanyMs. [redacted],I’m writing in reply to your letter dated January 24, 2016.Ms. [redacted] renewed her policy effective January 6, 2015, with a payment in full for $913 on December 28, 2015. At that time, she was listed as the only driver on the policy and the policy covered two vehicles. Because she paid the policy in full for six months, she received the Paid In Full Discount. Ms. [redacted] called in on December 28, 2015, after she paid the policy in full, and spoke with our representative. She advised that she wanted to add her brother, [redacted] and his 2008 [redacted] to her policy. The representative made the changes to her policy and advised that the increase from December 28, 2015, to her renewal on January 6, 2016, was $47.82 and the increase for the upcoming renewal on January 6, 2016, for six months, was $877. He advised that we would bill her for $924.82, which would be due on February 6, 2016. This amount included her Paid In Full Discount. She requested to know what the monthly payment would be and the representative took the $877 and divided it by six months, putting the monthly payment at about $146. Ms. [redacted] requested to make the change. We sent her and updated Coverage Summary and Identification Cards reflecting this change.In order for her to keep the Paid In Full Discount on her policy, Ms. [redacted] would need to make the payment of $924.82 in full by February 6, 2016. If she wanted to make monthly payments on this balance, she would lose her Paid In Full Discount. We sent Ms. [redacted] a bill on January 21, 2016, for $924.82 due February 6, 2016. On January 27, 2016, Ms. [redacted] requested to remove the 2008 [redacted] from her policy. This decreased the policy $730.69. We sent her an updated bill for $194.13 due February 6, 2016. On January 28, 2016, Ms. [redacted] requested to remove Mr. Tingue from her policy. This decreased the policy $44.83. We sent her an updated bill for $149.30 due by February 6, 2016. This is a valid amount due for coverage for Mr. Tingue and his vehicle from December 28, 2015, until they were removed. If Mr. Tingue had insurance coverage for himself and the 2008 [redacted] from December 28, 2015 to January 28, 2016, Ms. [redacted] can provide me a copy of his policy. Once received, I’ll review it and determine if we can backdate removing Mr. Tingue and his vehicle from her policy effective December 28, 2015. She can fax this information to my attention at 1-888-569-8942 or email me at [email protected]’m sorry for any frustration this situation has caused Ms. [redacted]. If you have questions, please call me at 1-440-620-6945.  Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]May 2, 2017 Revdex.com2800 Euclid 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 follow-up email dated April 17, 2017. 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 $250. The $250 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 17 days after the accident, he let us know that his wife swerved to avoid another vehicle and went off the roadway. On that same day, Mr. [redacted] contacted Mr. [redacted] and discussed repair options. Mr. [redacted] chose to repair his vehicle through [redacted], a non-network shop. After we completed our liability investigation, we proceeded with repairs under Mr. [redacted]’s Uninsured Motorist coverage, which carries a $250 deductible. This change may have made the deductible seem like $250 less because Mr. [redacted]’s Collision coverage deductible is $500. We don’t charge customers a higher deductible to repair through a non-network shop, and we don’t provide a $250 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 damages. Mr. [redacted] said this “cutting of corners” is where all the issues began. When 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 paint. Our 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 scratches. I’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 Tommy. Our notes indicate there were 32 discussions related to the repairs of his vehicle. However, I’m sorry if we missed any calls from him.Mr. [redacted] mentioned that the three-way call between him, [redacted], and us was inappropriate. I’m sorry that he felt that way. We 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 car. From 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, 2017. We tried many times to get a hold of the shop for status updates. When 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 rental. While I agree that the repairs took too long, there are no indications that our handling led to any of the delays. We’ve paid approximately 30 days of rental. We called Mr. [redacted] to discuss his concerns about his vehicle not being repaired correctly. He indicated that he doesn’t want us to inspect his quality concerns, only to pay him directly for the poor repairs. Should 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 issues. Mr. [redacted] can reach Eric [redacted] at [redacted]  I’m sorry for Mr. [redacted]’s situation and look forward to resolving his claim to his satisfaction. If you have any questions, please call me at [redacted]Sincerely, Fred [redacted]Claims Manager

April 15, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Numbers: [redacted] and [redacted] Policy Type: Personal Auto NAIC...

Number: [redacted] Company Name: United Financial Casualty CompanyMs. [redacted], I’m writing in reply to your letter dated April 9, 2016.We understand Ms. [redacted] is concerned that her windshield damage spread during a failed repair attempt and that she is requesting we pay for the full replacement of her windshield. Due to the volatile nature of window glass, we do not offer a guarantee of replacement in the event of a failed repair. When a situation like this occurs, we offer to replace the windshield, with the understanding that the customer will either owe any deductible selected for Glass/Comprehensive coverage or will need to pay out-of-pocket for the replacement if the cost falls below their deductible. Typically, we also offer to assist them in locating window glass at an affordable cost.We sympathize with Ms. [redacted] and agree that the failure of the repair was unfortunate. However, windshield glass is known to be highly sensitive to many external factors such as temperature and motion which are outside of our control, and there is always a risk of damage spreading despite our efforts. For these reasons, we do not offer guarantees of replacement due to failed repairs and we are unable to pay for the replacement of her windshield.If you have any questions, please call me at 1-440-910-7503. Sincerely, Jesus R. L[redacted]Jesus R. L[redacted]National Claims Unit