Progressive Corporation

(The following was copy/paste by Revdex.com staff - LST)[redacted]May 24, 2017Revdex.com 2800 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],Thank you for providing us with the additional information from Mr. [redacted] on May 11, 2017.  I don’t show that we received notification previously about Mr. [redacted]’s new policy with [redacted]’s. In order to change the cancel date, I’ll need proof of the new coverage Mr. [redacted] purchased for himself and his vehicles. Once received, I’ll review it and make the necessary updates to the policy. If there’s anything else I can do to help, please call me at [redacted]. Sincerely, Anna O[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.This is...

[redacted]. I am the person that originally called when I saw that our bank was not going to honor the first payment. I only called Progressive because I wanted them to know it was coming back and I wanted to be responsible and be square with them when everything cleared. I never wanted to make a second payment. Progressive would not let me listen to the phone conversation I had with the first representative over the phone. They said they would sent it to me and I still have not received anything. They act like I chose to go ahead and make a second payment.  I did not. From what I remember from the phone conversation with the first representative, either he told me they wouldn't run it again (which is what I remember) or he was very unclear and I was clearly confused. The worst part is that even after we canceled our policy due to the horrible customer service I received, they still retried the second payment. They overdrew my account for days and I ended up with more returned payments due to them. They will not acknowledge any wrong doing. How can they justify retrying the second payment when I told them I didn't want a second payment and even canceled my account? Yes I got my refund but they still refuse to admit any wrong doing and they made me take on a lot of overdraft charges.
Regards,
[redacted]

September 26, 2016Revdex.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 Select Insurance...

Company Ms. [redacted],I’m writing in reply to your September 22, 2016 inquiry. I appreciate the opportunity to address Ms. [redacted]’s concerns and clarify the situation.I see that Ms. [redacted] spoke with our service consultant on September 20, 2016, at 2:05 p.m. During this conversation, we updatedMs. [redacted]’s occupation which resulted in a credit of $0.69 on her policy period that expired September 23, 2016.We also updated the Renewal Offer to reflect the occupation change. Updating the Renewal Offer resulted in a new six-month rate of $903.I’m very sorry for any confusion Ms. [redacted] experienced.If you have any questions, please call me at 1-440-620-6941. Sincerely,Eva D[redacted]Eva D[redacted]Consumer Relations Specialist

February 26, 2016Revdex.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 Code: [redacted] Company Name: Progressive Southeastern Insurance Company    Ms. [redacted],I am writing in reply to your inquiry dated February 19, 2016. I have backdated the cancellation of Mr. [redacted]’ policy to September 30, 2015. On February 10, 2016, we mailed a draft for $106.18, to his policy address. I also contacted the collections agency and informed them there is no balance owed. On February 11, 2016, we sent Mr. [redacted] a letter informing him of the refund. I am sorry for any inconvenience this may have caused. If you have any questions, please feel free to call me at 1-440-620-6940Sincerely, Jeff P[redacted]Jeff P[redacted]Consumer Relations SpecialistAttachment

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]

March 30, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, FL 44115Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive American Insurance CompanyMs....

[redacted], I’m writing in reply to your letter dated March 26, 2016. We appreciate the opportunity to clarify the situation.Ms. [redacted] purchased her policy on December 1, 2015 for a six-month rate of $5,120. She chose to pay her monthly installments using our Electronic Funds Transfer (EFT) billing option. Verbiage on the EFT Authorization form states we may adjust scheduled deductions to reflect any policy changes. On December 9, 2015, Ms. [redacted] contacted us to advise she was married. We updated the marital status to reflect married, resulting in a credit of $1,224.63. This change reduced her monthly installments to approximately $609. On December 22, 2015, we mailed a Cancel Notice letting Ms. [redacted] know her policy would cancel on February 5, 2016, due to more than three Personal Injury Protection claims happening within the last 59 months.On December 24, 2015, we mailed a letter to Ms. [redacted] letting her know we were made aware of additional household members that weren’t disclosed on the Application. All persons of licensing age residing in the household or having regular access to the covered vehicles must be included on the policy or specifically excluded. On January 13, 2016, we added [redacted] to the policy resulting in an additional charge of $5,659.64. We mailed an updated Coverage Summary along with an updated Payment Schedule. The policy canceled effective February 5, 2016, leaving a balance due. If Ms. [redacted] would like to provide documentation confirming [redacted] is not a household resident, I will be happy to review the documentation and make necessary adjustments to the policy and balance due. Ms. [redacted] may provide any of the following documentation for [redacted]:Current homeowner’s insurance policy or Renters insurance coverageW2, 1095 or 1099 Paycheck stub (dated within the past 60 days)Federal or State government documents (dated within the past 60 days)If one of the above is not available, two of the following can be provided:Property tax bill Driver’s license issued within the past six monthsUtility bill (dated within the last 60 days) from gas, electric, water, internet, cableThe balance remaining due is accurate and will remain in a collection status unless residency documentation is received for [redacted].I’m sorry for any frustration Ms. [redacted] experienced.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D[redacted]Eva D[redacted]Consumer Relations Specialist

[redacted]Business response copied and pasted below by Revdex.com staff MT 3/15/17:March 15, 2017Revdex.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: 155-16322 Company Name: Progressive Direct Insurance CompanyMs. T[redacted]Unfortunately, these accidents whether At Fault or Not At Fault are a part of        Mr. [redacted]’s claim and driving history. While 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 incidents. We 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 practices. I’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

AttachmentBusiness response copied and pasted below by Revdex.com staff MT 2/1/17:January 30, 2017Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa Trahan Re: File Number: 11909878   File Name:   Robert Anderson   Claim Number: 16-2854199 Policy Type: Personal Auto   NAIC Code: 155-11851Company Name: Progressive Advanced Insurance Company      Ms. Trahan,I’m writing in reply to your inquiry dated January 24, 2017. As Mr. Anderson points out in his complaint, the police report didn’t assist in determining any fault. Penn National insured Mr. Anderson’s vehicle at the time of loss. Penn National has informed us that they compensated Mr. Anderson for his damages using his Collision coverage. Penn National and we are both members of Arbitration Forums and if we can’t resolve the liability issue, the Arbitration Forum will hear the case. A decision from intercompany arbitration will be binding for both carriers.If you have any questions, please call me at 1-717-730-1584.Sincerely,Brian RoseBrian RoseClaims Manager

Response attachedBusiness response copied and pasted below by Revdex.com staff MT 3/21/17:March 20, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn:  Melissa TrahanRe:  File Number: [redacted]       Customer Name: [redacted]              Claim Number: [redacted]       Policy Number: [redacted]        NAIC Number: 155-44180       Company Name: Mountain Laurel Assurance Company Ms. T[redacted]I’m writing in reply to your follow up letter dated March 14, 2017. Thank you for the opportunity to provide you with this information.On March 8, 2017, we made contact with Mr.H[redacted] to review the new damage being claimed. He states that he swerved to the right and struck a guardrail causing damage to the right side of his vehicle. He also states that during the intial call he informed the representative of what happen during the accident, but not after the accident. Which is the reason this damage wasn’t mentioned in the initial call about the accident. After reviewing the damages to Mr. H[redacted]’s vehicle we haven’t been able to support the damages being covered under claim 16-2765652. If Mr. H[redacted] has any additional information to support this damage happening at the time of the accident, we are willing to review it for coverage. We will be mailing Mr. H[redacted] a letter outlining our decision. Again, I’m sorry for the frustration this has caused. Please call me with any questions at 1-615-[redacted]Sincerely,Brandon A[redacted]Brandon A[redacted]Claims Manager

June 22, 2016Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted]          Claim Number:         [redacted] Policy Number: [redacted]   ...

      Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Northern Insurance CompanyMs. Ibrahim,I’m writing in reply to your email dated June 15, 2016. We completed an initial inspection of Ms. [redacted]’s vehicle on April 27, 2016, and completed an estimate in the amount of $694.66 for damages. Our representative noted the excessive oil leakage from several areas of the engine and wanted to have the mechanics at the shop inspect it as well for further investigation. Indications were that this was a pre-existing issue because of the significant amount of build-up and debris. When we discussed this with Ms. [redacted], she decided to pull her vehicle from the shop. We attempted to make contact with her but did not receive any return calls from her. A claims supervisor also tried to contact her on May 23, 2016, without success. Without receiving a return call from Ms. [redacted], and with the repairs being completed at another shop, the issue was considered to be resolved at the time. I contacted Ms. [redacted] and we agreed to have another diagnostic completed at the repair facility of her choice. She will determine the shop and have them contact me once it is there for assessment and next step determination. I’m sorry for any frustration Ms. [redacted] experienced with her claim. If you have any questions, please call me at 1-803-513-2729.Sincerely, Todd D[redacted]Todd D[redacted]Claims Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10930908, 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.]
I am unable to afford the new rate Progressive has assigned. The representative specifically told me since I set the online account up on the iPad the notification wouldn't have come up to view the document. Meanwhile If I am unable to get the original quote of $476 a month (right now they have a balance of $636) I will have to cancel the policy & go elsewhere. In the event this does happen I wish to be fully refunded I'm already paying double the price for Car Insurance. Best Regards,
[redacted]

Revdex.com  2800 Euclid Avenue - 4th floor Cleveland, 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:...

Progressive County Mutual Insurance Company Ms. [redacted], I'm writing in reply to your letter dated October 12, 2016. We value Mr. [redacted] as a customer and we appreciate his service to our country. Mr. [redacted]’s 2010 [redacted] was in a loss on May 8, 2016. It went to [redacted] Paint and Body in [redacted], Georgia for repairs. It appears from our conversations with Mr. [redacted] and his complaint that he feels the repairs were “immaculate”, but there’s a drivability concern based on vibration and/or noise heard when driving. [redacted] Paint and Body related the concerns partially to a tire balancing issue related to the old wheels and tires Mr. [redacted] put back on the vehicle. The shop balanced those for him and the vibration has been resolved. The remaining issue is that Mr. [redacted] feels the vehicle isn’t safe to drive based on a noise he’s hearing. In an effort to resolve his concerns, [redacted] sent his vehicle to two independent dealerships and an independent mechanic for a diagnosis. None of these three shops was able to identify the “noise” as damages related to the loss. As of October 13, 2016, we offered to tow Mr. [redacted]’s car to another shop of his choice for an additional diagnostic. If the shop’s diagnostic findings reveal any potential related damages, we’ll complete a supplemental investigation to address the findings and make a determination if it’s part of the covered loss. I'm sorry for any inconvenience Mr. [redacted] experienced with his claim. If you have any questions, please call me at 1-678-621-6515. Sincerely, Robert L. W[redacted] Robert L. W[redacted] Managed Repair Claims Manager

From: [redacted] <[redacted]@gmail.com>Date: Tue, Mar 1, 2016 at 9:24 AMSubject: Complaint# [redacted]To: [email protected] whom it may concern,    I was under the impression that when I accepted the resolution from Progressive insurance that they would contact me as that was one of the issues in my complaint, they are still refusing to reach out to me and settle this claim. My daughter contacted customer service to address the payment issue and asked about the claim, the representative said she could not believe they have not settled with you and told her that maybe someone will contact us soon, she would not even offer to transfer her to Shania. I understand we are dealing with a second rate insurance company but this is totally ridiculous. They have already cheated my daughter out of over $1000.00 by refusing to settle for a fair price on her vehicle, the least they could do is pay up. Any help that Revdex.com can offer would be greatly appreciated.Sincerely[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.Was told repairs were done and case...

was closed, windshield wipers still do not work and parts are not available according to repair shop. plain and simple, repair shop did not repair windshield wipers which were destroyed in the accident I had in the RV. They said after releasing it and me finding the problem when it rained that they can not fix it and parts are not made anymore. I live in this and need it to travel and visit my relatives and also go south for the winters. I can not go anywhere without windshield wipers, My claim is # [redacted] and it says closed from Progressive Contact person is Richard R[redacted] at [redacted] Since it can not be repaired, I need a replacement RV
Regards,
[redacted]

June 9, 2015Revdex.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 Code: [redacted]  Company Name: Progressive Preferred Insurance Company   [redacted],I’m writing in reply to your letter dated June 3, 2015. I appreciate the opportunity to clarify the situation. [redacted] reported a claim to us for an accident to his [redacted] on March 21, 2015. [redacted] elected to have his vehicle repaired at one of our network repair facilities, [redacted]. The repairs to [redacted]’ vehicle were completed on April 3, 2015. On April 3, 2015, after picking up his vehicle, [redacted] contacted us regarding issues with the vehicle. The issues were a mismatch in the paint on the hood, and a vibration while driving. We put [redacted] back into a rental vehicle while we investigated. We determined that there was a poor prior paint job to the right fender causing a color mismatch to the hood. We agreed to pay to blend the hood. We also inspected the engine for the vibration [redacted] felt while driving. Both the shop technician and our Claims Supervisor Mike C[redacted] were unable to duplicate the vibration during subsequent test drives. Once the blend was completed to the hood, the vehicle was returned to [redacted].On April 10, 2015, [redacted] stopped by [redacted] to discuss an issue she was having while driving the [redacted]. our Claims Supervisor Mike C[redacted] was there at the time, and took a test drive with the customer. They were unable to duplicate the issue. Mr. C[redacted] informed [redacted] to let us know if the issue arises again. [redacted] thanked Mr. C[redacted] for his time and drove away with the vehicle.On June 1, 2015, [redacted] and [redacted] called us to advise there was additional damage to his vehicle from this loss, such as a broken oil dip stick, dented oil pan, and a sunroof that flew off. I contacted [redacted] and [redacted] and worked with them to set up an inspection at a shop of their choice to review the additional damages. On June 3, 2015, we sent Our Claims Representative Glen S[redacted] to re-inspect the [redacted] at [redacted]y. Upon the re-inspection, we determined that the damage to the oil pan and oil dip stick were not related to the accident on March 21, 2015. We found evidence that there was a subsequent accident to [redacted]’ vehicle. This evidence included new damage to the underside of the vehicle. The damage from the subsequent accident was to parts that were recently replaced from the March 21, 2015 accident. As for the sunroof, delamination occurred with the aftermarket sunroof, causing the glass to come loose from the frame and eventually fly off the vehicle. This issue is not a direct result of the accident on March 21, 2015, but more in line with wear and tear.We advised [redacted] of our finding. We told him he can report another loss for the new damage to the oil pan and oil dip stick. A new claim would be subject to another deductible as outlined in his policy contract.I’m sorry for any frustration this may have caused. If you have any questions, please call me at 1-[redacted]. Sincerely, Jeremy W[redacted]Jeremy W[redacted] Claims Supervisor

March 31, 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: Progressive Direct Insurance CompanyMs....

[redacted],I’m responding to your letter dated March 24, 2016. Thank you for the opportunity to clarify the situation.Ms. [redacted] purchased her policy June 9, 2015. The initial policy period was from June 9, 2015, to December 9, 2015, at a rate of $875. She made six monthly installment payments as shown below:$154.20 June 9, 2015$149.16 July 20, 2015$149.16 August 12, 2015$154.69 September 10, 2015$144.69 October 9, 2015$144.72 November 9, 2015These payments paid the six-month rate, policy fees and installment fees in full.On November 12, 2015, we sent a Renewal Offer for December 9, 2015, to June 9, 2016, with a decreased rate of $738 for the new policy period. We canceled the policy at the request of Ms. [redacted], effective February 22, 2016. The policy is canceled using a daily pro-rata charge with no penalty or fee for early cancellation. Below is a detailed breakdown of the charges and the payments we received.$738 renewal rate – 181 day policy – approximately $4.05 per day$644 policy rate w/change to remove the SR-22 filing – approximately $3.55 per day – change date January 13, 2016$138.00 From December 22, 2015 to January 13, 2016 (34 days at $4.05)$142.09 From January 13, 2016 to February 22, 2016 (40 days at $3.55)$  15.00 Installment fees – December, January, February – waived March$  20.00 Late fees – January and February $10 each$  10.00 Policy Fee – fee to file SR-22 with the state – fully earned$ 325.09 Total charges   262.69 Total paid (December 12, 2015 $136.36, January 13, 2016 $126.33)$   62.40 Balance dueI’m sorry for any inconvenience this has caused Ms. [redacted]. I’d be happy to discuss this further if you have any questions; please call me at 1-440-620-6943.Sincerely,Nancy A[redacted]Nancy A[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.
No claim was filed.  I called to ask if I had coverage, not to open a claim.  They let me know that my windshield was not covered.  I specifically asked them if they were opening a claim, and their representative said no.  I never received paperwork, or payment.  I did not ask for a claim to be opened, they did it on their own.  Progressive must remove it from my claims history.  I have already contacted [redacted] to dispute it also.  There is no claim if no payment was asked for.  If Progressive fixes it, I may consider them in the future for business.  They were about to get business for 4 cars, 2 motorcycles, a travel trailer, and my home, before I found out they did this, and caused my rate to increase.  Do the right thing, fix it, and we can do business again.  It would be silly of you to throw money out the window over this.  If not, there are plenty of other insurance my family can choose.  I would like to point out that the "claim" filed had so little care attached to it, there isn't a VIN, or date attached to it.  How can it be a claim, if there isn't a vehicle or time?  I have attached a copy of the report so you can see how little care was given,just so someone could artificially inflate their numbers.
Regards,
Alan [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.
I was unable to control the shop's policies. It is a registered ** repair shop and I have received subpar service from progressive choice shops before. Why am I responsible for the shops bad business practices? Progressive has lawyers on staff and could dispute the charges, but chose not to. The shop in question has even been sent vehicles by Progressive in the past. I was penalized for trying to get the best service for my **. 
Regards,
[redacted]

October 20, 2017     Revdex.com 2800 Euclid Avenue, 4th Floor Cleveland, OH  44115 Attn: [redacted]   Re:    File Number:          [redacted]           File...

Name:             Marcus V[redacted]           Policy Number:     [redacted]           Policy Type:           Personal Auto           NAIC Number:       [redacted]           Company Name:    United Financial Casualty Company     Mr. T[redacted]   I’m writing in reply to your letter dated October 13, 2017. I understand Mr. V[redacted]’s frustration, and I’m sorry that he felt that we haven’t met his expectations.   Mr. V[redacted] always has the right to choose the facility that completes the repair of his vehicle. We didn’t advise that he must take his vehicle to our vendor or any other facility. We’ve consistently advised that payment will be the reasonable cost based on the prevailing competitive rates in the area. Unfortunately, the facility he chose provides additional services other than glass replacement and; therefore, charges a labor rate higher than the glass repair facilities in his area.   We’ve approved the use of original manufacturer equipment. This part is solar coated and includes one other additional rain sensor feature. This rain sensor feature is carried on numerous makes and models and is considered a standard process in the glass replacement industry. It doesn’t require special repair that only a dealer could conduct.   The 1 to 2 hour repair time quoted by a local glass shop in his area obtained by the supervisor he spoke with on September 25, 2017, was based on an average repair time for a basic windshield installation. The exact repair time for his windshield wasn’t requested from that local glass shop.   The National Auto Glass Specifications benchmark guide, the standard utilized by the auto glass industry, indicates that the repair time for a windshield replacement on his vehicle is 5.3 hours. The BMW dealership quoted an additional two hours of repair time for pre-inspection and post-inspection at a cost of $195 per hour, which is not required for windshield replacement.    We’re unable to authorize the 2 hours of unnecessary repair time for pre-inspection and post-inspection, which are unrelated to the windshield replacement. Additionally, we can’t authorize a labor rate that exceeds the reasonable labor rate being offered by the glass repair facilities in the area.   I understand this isn’t the answer that Mr. V[redacted] wanted. If have any questions, please call me at [redacted]    Sincerely,   Heather M[redacted]   Heather M[redacted] Progressive Claims

Hi [redacted],
Attached is our response and supporting documents.
Thank you!
Rose S[redacted] Consumer Relations Specialist
[redacted]