Complaints

This profile includes complaints for Progressive Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Progressive Corporation

  6300 Wilson Mills Rd Mayfield Vlg, OH 44143-2109

• 

  Progressive Insurance Company

  100 Griffin Road, Suite C Portsmouth, NH 03801

• 

  Progressive Insurance Co.

  207 E 94th St Ste 4C New York, NY 10128

• 

  Progressive Insurance

  6021 Wallace Rd Ext Ste 110 Wexford, PA 15090

• 

  Progressive Casualty Insurance Company, Inc.

  PO Box 7247-0308 Philadelphia, PA 19170

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 28, 2025, my car was reended. On Monday the 31, 2025, Tony reached out to me about the damage and had me send pics of the damage and they have a estimator that would quote what he thought we be the price to fix it. I asked Tony what would happen if it cost more and he said they would issue more money to the auto repair shop. On several occasions after the accident, I had seat belt, airbag and emergency break lights coming on telling me to service them. They would go back out after shutting the vehicle off and turn back on. On Tuesday the 8th, they came on and wouldn't go back off. I tried reaching out to Tony leaving messages 5 times and actually talking to more then 1 customer rep explaining that I had to get to Indianapolis on Thursday the 10th and I was afraid to drive the car because of it telling me to service airbag and that I was going to need a rental car while my car was being serviced. One of the customer reps even told me she put it down as urgent and he would call me by end of day but never heard from him. I tried calling him again on the 9th and explaining that I am going to have to drive the car to Indianapolis on the 10th and take my chances . Still no response

  Business Response

  Date: 04/24/2025

  April 24, 2025
  
  
  
  Better Business Bureau, Inc 
  200 Treeworth Blvd.
  Broadview Heights, OH 44147 
  Attn: Melissa Neal 
  
  File: ********/***** ***** 
  Claim: **-********* 
  NAIC: ***-***** 
  Progressive Paloverde Insurance Company 
  
  
  
  Hello Melissa,
  
  Thank you for sharing Ms. *****’ inquiry with us. I appreciate the opportunity
  to respond.
  
  On April 8, 2025, Ms. ***** called multiple times about additional damages
  related to the accident that the photo estimate didn’t capture.
  
  On April 9, 2025, at 11:50 a.m. ET, our
  claims representative spoke with Ms. ***** to arrange for a vehicle tow to a
  shop and secure a rental car while the supplemental inspection was completed.
  
  Ms. *****’ vehicle is currently undergoing repairs, and we anticipate
  completion on or around April 25, 2025, based on the body shop’s current
  estimate.
  
  If Ms. ***** has any questions, she can call us anytime at 800-776-4737.
  
  
  
  Sincerely,
  
  Antionette *******  
  Claims Manager

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a comarison inquiry for adding my daughter to account but they were asking to much. So my daughter is looking elsewhere. Next thing I know they have added her to my insurance and in stead of taking my auto pay of $136.33 they with dru $574. Dollars with out my approval. Because of this increase I can't pay my rent and my landlord charged me an additional $75.00 late fee. When I asked for a refund they said my policy was paid in full and I'd be getting a refund of $30. Dollars. That's $434.00 I need to pay my rent.. they proceeded to tell me that if I had anyone over the age of 15 in my home they are going to add these people to my car insurance. And the topper is my daughter doesn't even have her driver's license yet not till May 21 2025.

  Business Response

  Date: 04/24/2025

  April
  24, 2025
  
  
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal
  
  File: ******** (**** *******) 
  Policy: ********* (Personal Auto) 
  NAIC: *********
  Progressive
  Direct Insurance Company
  
  
  Hi Melissa,
  
  Thank you for sharing **** *******' inquiry with us. I appreciate the
  opportunity to address her concerns.
  
  On February 12, 2025, we issued an underwriting memo about adding a new driver,
  **** ****** ****** *******.
  
  On
  March 13, 2025, we added **** to the policy, which increased the premium by
  $1,750.42. We sent updated policy documents to the email on file.
  
  On
  March 29, 2025, we emailed a billing reminder for the $574.44 payment due on
  April 1, 2025. We submitted for payment of $574.44 through the checking account
  on April 1, 2025.
  
  On April 3, 2025, Ms. ******* called our Underwriting team to confirm **** as
  her daughter who lives in the house but only has a permit and does not drive
  her vehicle. We updated ****** information to reflect that she only has a
  permit, which decreased the premium by $1,750.42. We mentioned that we would
  submit a refund request for the payment, but later discovered the request was
  not submitted. I’m sorry we didn’t follow through on what we said we would do
  on this call.
  
  We issued a refund of $30.13 on April 13, 2025, due to a credit applied to the
  policy. On April 16, 2025, we received a returned payment for the $574.44 and
  issued a Nonpayment Cancellation notice for $136.83, the original amount from
  previous months.
  
  I understand the frustration this situation has caused Ms. *******, and I
  regret any inconvenience. If you or Ms. ******* have further questions or need
  assistance, please feel free to reach out to us at
  ******************************
  
  Sincerely,
  
  Scott R.  
  Consumer Relations Specialist

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Progressive for my insurance carrier for several years. In January, my wife wrecked her car while avoiding a deer and hit a guardrail. I obtained an estimate from a local repair shop. I was contacted by Progressive and told to take my vehicle to their authorized service dealer in ********* (******** *********). Upon bringing my vehicle there for the repair, I was told it would take about 2 weeks. That was February 16. It is now April 6th. I was given a rental car to use for the duration. However, Progressive is now refusing to pay for the rental car beyond the 30 days on my policy. I called the body shop and found out that Progressive has 2nd hand junk yard parts that were ordered and arrived damaged to the dealership. The parts could not be used and new parts had to be ordered. This caused yet another several weeks delay. I don't see how I should be paying for a rental car when their damaged parts caused the delay. 2 weeks have now turned into 2 months. I want reimbursed for all costs I've paid for the rental car as ********** is billing me daily.

  Business Response

  Date: 04/21/2025

  April 21, 2025

  
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal

  
  File: ********/**** *******
  Claim: ************
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Hawaii Insurance Corporation

  
  Dear Ms. Neal,
  Thank you for reaching out to us regarding Mr. *******' inquiry.
  On January 8, 2025, Mr. ******* reported a claim involving his 2022 GMC Terrain,
  which occurred on January 6, 2025. He explained that he swerved to avoid a deer,
  hitting a guardrail, and damaging the left side doors and quarter panel.
  On February 16, 2025, Mr. ******* took his vehicle to ******** ********* Body for
  repairs.
  On February 19, 2025, we completed an inspection and estimate at the repair
  facility. The estimate included replacing the left rear door with a used door.
  Upon receiving this inquiry, I contacted Mr. ******* to review his concerns. He
  expressed frustration over the repair duration and having to pay out-of-pocket for a
  rental car after reaching his policy limits. I assured him that I would conduct a
  thorough review of his claim to understand the delays. My investigation revealed
  that the shop delayed ordering the used door, which arrived damaged,
  necessitating another order.
  We reached out to ******** ********* to discuss the delays. They acknowledged
  that some delays were due to their service and agreed to charge Mr. ******* $400
  of the $1000 deductible. I informed Mr. ******* of this agreement, and he found it
  fair.
  Mr. ******* picked up his vehicle on April 18, 2025.

  
  
  Page 2

  
  We have addressed all of Mr. *******' concerns, and he has my contact information.
  I advised him to reach out with any further issues, and I will continue to monitor
  this claim until we resolve it.

  
  I appreciate the opportunity to respond to this matter.

  
  Sincerely
  Ryan T. **********
  Claims Manager
  

  
  

  Customer Answer

  Date: 04/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Progressive underwriting team added a complete stranger to my insurance policy with absolutely no consent which doubled my insurance premium. When I called to ask why i had a complete stranger on my insurance, they advised that underwriting was alerted that the person MAY live in my home. I am LITERALLY being held responsible financially and via my insurance coverage for a complete stranger. They had zero consent at all, how are they even allowed to add strangers to one's insurance policy with zero proof. That person in not on any title or live in my household nor have I ever met a person by this name to affiliate them with me. Progressive is not taking accountability for this mishap and blaming me for not looking at my memos. This is illegal! There are so many customers whom they do this to when I read reviews. Action MUST be taken on this corporate company for taking advantage of their customers this way. Stranger in question is ****** ********* - never met - unknown.

  Business Response

  Date: 04/21/2025

  
  April 21, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal 
  
  File: ******** (****** ******)
  Policy: ********* (Personal Auto)
  NAIC: *********
  Progressive County Mutual Insurance Company
  
  
  Hi Melissa,  
  
  Thank
  you for sharing Ms. ******’ concerns about her policy. I appreciate the
  opportunity to review the account and respond.
  
  On
  February 21, 2025, Ms. ****** bought her policy online. On the same day, she
  signed her policy documents online and completed the enrollment in our
  Paperless Program, requesting we email her all documents and bill to the email
  address on file, ***********************.
  
  On
  March 4, 2025, we emailed an Underwriting notice to Ms. ****** about a driver
  we may need on the policy. In this notice, we let her know we would need a
  response by March 25, 2025, or we would add the driver to the policy.
  
  On
  March 14, 2025, Ms. ****** went online and added ******* ******* and a 2011
  Hyundai Elantra to the policy, increasing the premium $449.83. We issued
  updated policy documents via email showing the changes. At this time, she
  didn’t review the previously issued notices. We had a notice on her home page
  showing she needed to send us proof of her prior insurance information.
  
  On
  March 30, 2025, we added ****** to the policy as we didn’t get a response to
  the previously issued notices, increasing the premium $1,787.62. We issued
  updated policy documents showing the changes.
  
  On
  April 2, 2025, we removed the prior insurance information listed on the policy
  as we hadn’t received the proof we requested since the policy started,
  increasing the policy $322.99.
  
  On
  April 5, 2025, Ms. ****** added **** ********** to the policy as a driver,
  increasing the policy $240.01. We issued updated policy documents showing the
  changes.
  
  On
  April 4, 2025, Ms. ****** called and spoke with our Underwriting team about the
  driver we added to the policy. She said she didn’t know this person but
  disconnected the call after we advised her to stop with the foul language.
  
  On
  April 17, 2025, Ms. ****** spoke with our Underwriting team, and we issued a form
  she can sign and send back so we can remove ****** from the policy. We have yet
  to receive this form back.
  
  I’m
  sorry for the frustration this situation caused, but I hope this information
  clarified what happened on the policy. We issued notices for multiple items to
  the email address Ms. ****** listed on the quote and confirmed for Paperless
  enrollment. Unfortunately, we didn’t get a response to those notices and
  updated the policy accordingly. We are still waiting on the prior insurance
  proof as well as the statement needed to remove ******.
  
  If
  Ms. ****** has any other questions about her policy, she can contact Policy
  Services at 800-888-7764 as they are always available and willing to help.
  
  Sincerely,
  
  Scott
  R.
  Consumer
  Relations Specialist

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy Number ********* My experience with Progressive was a masterclass in how not to treat customers, especially loyal ones. After being with them for a number of years (and faithfully paying their increasingly exorbitant premiums), I was met with nothing but disrespect, outrageous rates, and a claims process that felt designed to cause maximum stress.
  Then came the claims process. Oh boy, what a circus. I was involved in a minor auto incident that, despite being clearly not my fault, was handled with incompetence and a complete lack of empathy. I was explicitly told by a representative that it would be considered "no fault." Imagine my surprise and utter frustration when this very same incident showed up on my Nexus report as an "at-fault" claim! This blatant misinformation had a direct negative impact, further driving up their already ridiculous rates. There is an accident showing from 2018 on my husband!
  And speaking of ridiculous rates, let's not forget their mortgage insurance. When I inquired about bundling my home and auto, the quote for mortgage insurance was so astronomically high it was frankly insulting. It was clear they were trying to gouge me at every possible turn.
  The final straw was the complete lack of customer loyalty. After years of giving them my business and thousands of dollars in premiums, there was no consideration, no understanding, and certainly no attempt to retain me when I finally decided to shop around. It was as if they simply didn't care.
  In conclusion, I would NEVER recommend Progressive to anyone. Their rates are highway robbery, their claims process is a nightmare, they have zero regard for loyal customers, and their word means absolutely nothing. Save yourself the headache, the stress, and the exorbitant costs – look elsewhere for your insurance needs. You'll thank me later.

  Business Response

  Date: 04/10/2025

  
  April
  10, 2025
  
  
  Better
  Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview
  Heights, OH 44147
  Attn:
  Melissa Neal
  
  
  File:  ********/******* *******
  Policy: *********/ Personal Auto                                                     
  Claim: **********
  NAIC: *********/Progressive Direct Insurance Company
  
  Dear Ms. Neal,
  
  Thanks for forwarding ******* *******’s complaint,
  I appreciate the opportunity to respond.
  
  I’m sorry for Ms. *******’s frustration regarding
  our rates, service and her claims experience. Regarding our rates, we send our
  Renewal Offers out in advance to give our customers an opportunity to get other
  quotes if they choose.
  
  I reviewed the March 19, 2025 call between our
  Customer Care Team and Ms. *******. Ms. ******* requested that we cancel her
  policy effective April 1, 2025. We asked why she was cancelling and she said
  price. We asked if she’d let us requote her but she declined. We verified her
  address and explained cancel paperwork would come in the mail and Ms. *******
  said thank you. Next, Ms. *******, via CHAT, asked us to reinstate her policy
  because she changed her mind.
  
  Regarding her claim handling, Ms. ******* should
  contact our Claims Department to discuss any concerns so we have an opportunity
  to gather more information from her.
  
  Again, I’m sorry Ms. ******* wasn’t happy with our
  service. If you have any questions, please email ******************************
  
  Regards,
  
  Amy S.
  Consumer Relations Specialist
  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim #:************
  
  On November 8, 2023, I was involved in an accident with another driver, ***** **********. Since then, I have been trying to work with Progressive regarding this claim.
  
  Despite multiple attempts to provide clear evidence — including a written and recorded admission of fault from the other driver — the insurance company has failed to properly investigate, respond, or act in good faith.
  
  I made several phone calls (March 5 and March 17) and sent multiple emails (March 17 and March 20) requesting updates and providing documentation. I have received no meaningful response to date.
  
  This mishandling of the claim has caused unnecessary delays and stress. I have also filed a formal complaint with the Georgia Insurance Commissioner regarding this matter.
  
  I am requesting that Progressive properly review the evidence, respond to my inquiries, and take appropriate action regarding this claim.
  
  Thank you for your assistance.
  
  Sincerely,
  ******* *********

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File:********/******* *********                                    
  Claim: ************/Personal Auto           
  NAIC: *********
  Progressive Choice Insurance Company
  
  
  Hi Melissa,
  
  Thank you for sharing the concerns about this claim. I
  appreciate the opportunity to address them.
  
  After we completed our liability investigation, we determined
  that our customer was solely responsible for this accident that occurred on
  November 18, 2024. We have resolved all Property Damage and Bodily Injury
  claims.
  
  Please note we are unable to release specific details
  regarding the claims of ***** ********** or ****** ********* to *******
  *********.
  
  If you have any questions, please feel free to call me at
  770-280-6707.
  
  
  Best
  regards,
  
  
  Christian
  *****
  Claims
  Supervisor 

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently filed a damage claim with my insurance company and I am concerned about the quality and safety issues of the part time that the adjuster has found for my vehicle. I normally would not be concerned but I was told the part has 86 thousand miles on it. when I explained how I felt and that the part makes me uncomfortable he told me it doesn’t matter because my car has a lot of miles already. I’ve never been blatantly told my safety doesn’t matter and that something that old and used is not worth a new part. he then told me it was refurbished so that makes me believe it’s already been broken or been involved in an accident. I do not think the company has my best interest or safety in mind and found the cheapest and sleaziest way to repair my car.

  Business Response

  Date: 04/10/2025

  
  April 10, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ******** (**** *******)
  Policy: ********* (Personal Auto)     
  Claim: ************
  NAIC: *********
  Progressive County Mutual Insurance Company
  
  
  Hi Melissa,
  
  Thank you for bringing Mr. *******'s concerns to
  our attention. I appreciate the opportunity to review the claim and respond.
  
  On April 9, 2025, we reached out to Mr. ******* to
  discuss his concerns about the like-kind quality part used in the repair of his
  2016 Subaru WRX. We thoroughly address his concerns, including the specifics of
  the part used and the procedures for managing any potential future issues that
  may arise from the repair of his vehicle. He confirmed he received his vehicle,
  and it functions properly. He expressed no further questions and assured us he
  would reach out should any issues occur.
  
  If you have any questions, please feel free to call
  me at 806-252-3752.
  
  Sincerely,
  
  Jason *****
  Manager Managed Repair
  
  
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to contact Progressive Renter's Insurance since last month to close my account but haven't been able to get any assistance. My agent, Scherrie ***** (SCHERRIE BLAKE AGCY2500, ****** ********** ********* ** ****** ***** ********* *****************************, is no longer with the agency, and Progressive has directed me to reach out to my agent. However, there is no replacement available for me to speak with. I simply need my account to be closed before April 14, 2025, to avoid any charges. If any fees are incurred, I expect reimbursement. Please help me resolve this issue with Progressive.

  Business Response

  Date: 04/08/2025

  April 8, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  File: ********/ ******* ********
  Policy: ********* (Progressive Renters)
  NAIC: **** *****
  Progressive Mountain Insurance Company
  Dear Ms. Neal,
  Progressive Home is in receipt of your request for assistance dated April 3, 2025.
  We appreciate the opportunity to address Ms. ********’s concerns.
  Ms. ********’s renter’s insurance policy was written through Scherrie Blake AGCY,
  with an original effective date of April 14, 2020. The most recent renewal term
  offered was from April 14, 2025, to April 14, 2026, with an annual premium of
  $503.01.
  We apologize, but we do not have a record of the request to cancel the policy. Upon
  receipt of the complaint, we contacted the policyholder and processed the
  cancellation.
  If you have any further questions, please feel free to contact me at
  ******************************
  Sincerely,
  Latoya F.
  Consumer Relations Specialist

  Customer Answer

  Date: 04/08/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 

  Someone contacted me and canceled my policy. Thanks. See attachment.
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  

  
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Progressive ran a report and added someone onto my policy without my permission. I attempted to speak with them and did not get answers from the representatives and would not escalate me any further to get my questions answered and have them confirm where in my policy it allows them to add people to my account without my permission. This addition raised my rates.

  Business Response

  Date: 04/16/2025

  April
  16, 2025
  
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal
  
  File:            ********/****
  ******* 
  Policy:         ********* (Personal Auto) 
  NAIC:          ********* - Progressive
  Universal Insurance Company
  
  
  
  Hi Ms. Neal,
  
  Thank
  you for bringing Mr. ********* inquiry to our attention. I appreciate the
  opportunity to respond.
  
  We
  understand Mr. ********* concerns about adding ******* ********** to his
  policy. We aim to ensure comprehensive coverage by verifying individuals who
  may live with our customers. Because we always want to ensure our customers are
  covered, the Application asks that certain people be listed on the policy,
  including the customer, their spouse (if applicable), anyone who regularly
  drives the vehicles, anyone who lives in the household (who are of driving
  age), and any children who live away from home but drive the vehicles (even
  occasionally). We regularly review consumer reports to verify this info, and we
  found ******* **********'s home address matched Mr. ********* policy address.
  
  On
  March 5, 2025, we sent a notice asking to verify Mr. **********'s status, as
  consumer reports suggested he might live with Mr. *******. We requested a
  response by March 26, 2025, but did not receive one. As a result, on March 31,
  2025, we added Mr. ********** to the policy, effective the same day, and sent
  an updated Declarations page. This change increased the premium by $36.75.
  
  On
  April 1, 2025, Mr. ******* contacted us to clarify that Mr. ********** is his
  **********, lives in a different state, and is not a household member or
  vehicle operator. We sent him a document to sign to remove Mr. ********** from
  the policy. Mr. ******* requested to speak to a supervisor.
  
  The
  next day, a supervisor called Mr. ******* to address his concerns and explained
  our process. Mr. ******* expressed his intention to file an inquiry with the
  BBB, and we reiterated our adherence to state regulations.
  
  We
  received the signed statement on April 3, 2025, and removed Mr. ********** from
  the policy, reducing the premium by $36.75. We regret any inconvenience this
  may have caused.
  
  If
  you have further questions or require additional assistance, please contact us
  at ***************************** or 800-776-4737.
  
  
  Sincerely,
  
  Melinda
  C. 
  Consumer
  Relations Specialist
  

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a quote from progressive insurance agency on March 31st 2025. It told me my premium would be $113 a month with a $51 down payment. I then canceled my current policy and started one with them since they were cheaper. If they needed certain information that was going to change the price then they should've asked that during the quoting stage. I started my policy and it now says I will owe $130 every month. This is absurd and very unprofessional. False advertising at its finest. NO WHERE in the information did it state my quote was based on credit history and they lied about the amount on the quote.

  Business Response

  Date: 04/18/2025

  April
  16, 2025
  
  
  Better
  Business Bureau
  200
  Treeworth Boulevard
  Broadview
  Heights, OH 44147
  Attn:  Melissa Neal
  
  File:            ********/*********
  *****                                  
  Policy:
          *********
  NAIC:          *********
  Progressive
  Select Insurance Company
  
  Hello
  Melissa,
  
  I’m
  very sorry to learn ********* is upset. I’d like to address her concern.
  
  A
  quote for auto insurance isn’t a fixed price. It’s an estimate based on initial
  information provided by a customer. The actual price is determined and may
  change once an insurance carrier reviews/receives more detailed information,
  such as driving history and credit score, among other factors.
  
  We
  disclose our use of credit during the Application process.
  
  The
  final cost of *********’s policy is accurate based on the information received.
  We’ve respectfully declined her request for a price adjustment.
  
   Best Regards,
  
  E.
  D.
  Consumer
  Relations Specialist