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 Corporation

  300 N Commons Blvd Box Ohw92 Mayfield Vlg, OH 44143-1589

• 

  Progressive Corporation

  6085 Parkland Blvd. Cleveland, OH 44124

• 

  Progressive Insurance Company

  100 Griffin Road, Suite C Portsmouth, NH 03801

• 

  Progressive Insurance

  185 Plains Rd Ste 300E Milford, CT 06461

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:09/11/2022

  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 October 16 2021 a man ran a red light and hit me. Which serverly damaged my suv. I contacted progressive as soon as I was hit to let them know everything at the time. I got home and was on the phone with what I thought was the collision adjuster. But it wasn't he was the insurance adjuster which I had a lawyer for cause I had a lawyer contact me before progressive reached out to me. So I was only to answer the collision adjuster question since it was just pertaining to my collision part. My lawyer told me to do the collision myself. Well for one I then talked to about 5 different people about my file. Finally they gave me someone but they made him the collision as well as the medical adjuster. So I had just added my boyfriend onto my policy cause he had just got a car. I'm not thinking I was going to be a problem cause he still uses his mom address but was staying with me at the time. I talked on the phone with the adjuster. He literally told me that he would have lower pay if I take him off and he open up his own using his mom address. Which I didn't understand what the problem was for him being on my insurance. I paid my insurance on time. I even paid my last month after the accident. The. December comes around I have an collection for $409.00. Now mind you I have already paid and after they got my vehicle they deemed it totaled. So now I have to write a letter and give them proof to get this off my credit score. Never received my money for collision at all even thought I paid every month. Now I got a letter in the mail stating that my truck have been picked up and sent to some police yard. I am lost for words. But I'm going to have to sue. I never ever in life would of thought i would have to go through all of this just to get my money that I pay for insurance. Also they tried to tell my boyfriend he had to send in phone statements and a whole bunch a bull which make no sense. I'm in the process of getting me a new lawyer.. Beware and be careful of this place

  Business Response

  Date: 09/20/2022

  
  September 20, 2022
  
  
  Better Business Bureau Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn: Kristie ***** 
  
  File: ******** – **** ***** 
  Claim: **********  
  Policy: ********* - Personal Auto                                                                        
  NAIC: 155-37605
  Progressive Marathon Insurance Company   
  
  
  Hello Kristie,
  
  Thank you for sharing Ms. ******* concerns. We’ve
  reviewed the claim and the policy to explain our claim handling and why she has
  a balance due in collections. We hope this clears up any misunderstanding.  
  
  On October 16, 2021, Ms. ***** reported the claim
  to us. During the initial review of the policy, we discovered that one of the
  vehicles on the policy were not returning to the policy address. We had a
  concern regarding the accuracy of the garaging location of this vehicle. We
  explained our concerns to Ms. ***** and let her know that a further
  investigation would be needed before we could resolve her claim. At this time, Ms.
  ***** advised us that she was being represented by an attorney, so all future
  communications would then have to go through the attorney.
  
  On October 21, 2021, we called the attorney to
  inform them of our concern and what was needed. We also confirmed with the attorney
  that we can speak with
  Ms. ***** about the collision portion of her claim,
  but not her medical portion.
  
  On November 2, 2021, we inspected the vehicle and
  deemed it non-repairable; however, before moving forward with any payment, our concern
  with garaging needed to be addressed. We called Ms. ******* attorney for the
  needed documents to move the claim forward, and they advised us that they’d be
  sending the documents as soon as possible. Additional follow-ups with the
  attorney continued, and because we didn’t receive them, we sent a Non-Cooperation
  Suspension letter to the attorney. The suspension means the claim wouldn’t be
  moving forward until we received the documents requested.
  
  
  On January 19, 2022, we sent Ms. ******* attorney a
  letter indicating that the vehicle needed to be picked up by February 8, 2022,
  or it may be deemed abandoned, and Ms. ***** will be responsible for any fees
  after that time. If we receive the documents we requested, we’ll re-open the
  investigation and move forward with the claim. 
  
  We’ll also address Ms. ******* concerns about the
  balance due on her policy. She initially purchased the policy effective June
  11, 2021, at a rate of $1,919. After the policy was issued, Ms. ***** made the
  following changes:
  
  July 9, 2021, she added Loan/Lease coverage (+$24.56 additional charge)
  
  August 24, 2021, she added Dejon Alexander and a 2016 Chrysler 300 (+$652.63 additional charge)
  
  August 31, 2021, she opted out of the Snapshot Program (+$22.27 additional charge)
  
  October 21, 2022, the automatic credit card payments and discount were removed (+$167.97 additional charge)
  
  October 22, 2021, she deleted Dejon and the 2016 Chrysler 300 (-$359.85 total credit)
  
  Ms. ******* policy expired on December 11, 2021,
  with a balance due of $402.02. We charged her $2,344.14 for coverage from June
  11, 2021, to December 11, 2021, which included all policy changes, plus $25 in
  installment fees, and $93.94 for the MCCA Recoupment and Statutory Assessment
  Recoupment fees, for a total of $2,463.08. Ms. ***** paid a total of $2,061.06,
  leaving a balance due of $402.02. We sent Ms. ***** two bills for the remaining
  balance, and because we didn’t receive the payment, we referred the balance to
  collections.
  
  If you have any questions about the claim, please
  call Dave at ************* For questions about the policy, please call Rose at
  ************.
  
  Best regards,
  
  Dave ********                         Rose
  *********
  Claims Supervisor                     Consumer
  Relations Specialist
  
  
  
  
  

• Initial Complaint

  Date:09/10/2022

  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 asked me when i first signed up my preferred method of communication and i chose to go paperless. it says clearly in the terms that the primary way of communication would be via email, and that i would be contacted if there were changes to my policy. september 6th my policy was cancled for no payment which makes sense my issue is that when they said they sent me notice, they literally only sent me paper mail to my addrerss telling me the policy was no longer under auto pay. When i called and ttried to ask about if in the future they could send it both via mail (which they have to do per state law) and also via email (which i signed up for) never once did they tell me anything would be sent via mail and mail only. its unclear communication and when i went to ask if there is an accomedation that they can make that is within their power and policy i was told by Erik a supervisor extention ****, that he will not be doing that and that he would "pass it along". when i asked who he was going to pass it along to he literally told me theres no one else hes the one to take care of this issue. i left the phone call with no solution for my future information to be ent primarly to my email or anything, and on top of that i now know they can pick and choose what information gets sent and how even though im enrolled in an auto policy that is supposed to be paperless.

  Business Response

  Date: 09/23/2022

  September 22, 2022
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 
  44147
  Attn: Kristie *****
  
  File: ********/****** ******
  Policy: *********-Personal Auto
  NAIC: 155-16322 Progressive Direct Insurance Company
  
  Hi Kristie,
  
  Thank you for sharing Mr. ******** concerns regarding his
  policy. I appreciate the opportunity to address this matter further.
  
  Mr. ****** enrolled in our Paperless Program, which sends his
  documents to the email he provided, except for those we are required by law to
  mail. Per the Policy Contract, the Cancellation Notice must be mailed, and we
  followed those requirements. Additionally, we emailed Mr. ****** advising that
  we were issuing a notice of cancellation.
  
  
  I apologize for any confusion this may have caused. At this
  time, we do not have an option to both email and mail all of the policy
  documents. Mr. ****** must choose an option. However, he can view all documents
  no matter how they are sent, by logging into our secured website.
  
  If you have any questions, please feel free to call me at
  *************
  
  
  Best
  regards,
  
  Alyssa
  *******
  Consumer
  Relations Specialist
  
  

• Initial Complaint

  Date:09/08/2022

  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 July 23rd I was involved in a hit and run accident. I filed a claim with progressive On July 24th. I was assigned adjuster Dusty. In the past 45 days Dusty has not followed up with my claim, I have called countless times to the point of calling corporate. My allotted rental time has expired, Dusty will not extend it nor has he followed up with the collision center. It has been 45 days I am still without my vehicle and have no means of transportation since Dusty prolonged the start to fix my vehicle. I have reached out to corporate and to Dusty’s Management with no resolve. This problem has yet to be addressed, it keeps being handed off from person to person. Progressive is a reputable company yet my experience has been one of great lack and disappointment. I need means of transportation asap.

  Business Response

  Date: 09/24/2022

  September 24. 2022
  
  
  Better
  Business Bureau
  200
  Treeworth Blvd. 
  Broadview
  Heights, OH 44147
  Attn:
  Kristie *****
  
  File: ********/ ***** *****
  Claim: **********
  Policy: ********* (Personal Auto)
  NAIC: 155-16322/Progressive Direct Insurance Company
  
  Dear Ms. *****,
  
  Thanks for sharing Ms. ******* concerns.  I've reviewed our and I’m happy to explain
  our claim handling. I hope this information is helpful.
  
  After becoming aware of her compliant, I reached out directly
  to Mrs. ***** on September 15, 2022 to get a better understanding of her
  concerns. From our discussion and my investigation, I determined that there have
  been some delays in the claims process. As a result, I have agreed to provide additional
  rental days and I made a change to the adjuster handling the claim going
  forward.
  
  We have confirmed that her repairs are pending the arrival of
  suspension parts and we have an estimated completion date of September 30,
  2022, I’ve allowed a rental through this date.
  
  Please feel free to contact me with any questions at [email protected]
  or
  *************
  
  Sincerely,
  
  James *. ****** 
  MS MRR Manager
  

• Initial Complaint

  Date:09/04/2022

  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 purchased a new vehicle (2017 International Prostar) and added it to my policy back in July 0f 2021. According to the Progressive representatives, on August 25, 2021, I called and removed my collision off my policy. I looked back at my documents and on that date my vehicle was in the shop at (********* ************* **********, AL) due to a sensor issue that occurred right after I purchased the vehicle. It was in the shop until the first of October 2021. They advised that I called in on August 25th and removed my collision coverage off my policy. I did call in but I’m pretty sure it was to lower my general liability coverage from 1 million to 750 thousand (the minimum coverage) until my vehicle was out of the shop. I wouldn’t have taken collision off a vehicle that I just purchased and have a lien holder on. Throughout the year, I have called in to either change the amount of general liability insurance coverage depending on the type of contract I am working with, add or remove a trailer, request a certificate of insurance or add a company as a certificate holder. These are things trucking companies do. So here it is a year and day later I have a claim and I am told I do not have Collison. On August 5, 2022 I called in to added a trailer that we were about to lease and the representative informed me that there is no collision. I told her that I was not aware that the collision was not on the policy. I asked her to add it but she only added it to the trailer. On August 26, 2022 I had an accident and submitted a claim. The claims representative advised that there was no collision. I informed her that it should have been added back on August 5, 2022. She advised that she was going to investigate and try to pull the call. I last spoke with the claims representative a week ago. I called and she messaged another representative what to tell me and stated that she will call me and I still have not heard from her. I also emailed her with no reply.

  Business Response

  Date: 09/13/2022

  September 13, 2022
  
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  
  File: ********/****** *****
  Claim: **********
  Policy: ******** 
  NAIC: 155-32786/Progressive Specialty Insurance Company
  
  Hi Kristie,
  
  I'm writing
  in response to your letter regarding a complaint from ****** *****. Thank you
  for the opportunity to respond.
  
  Ms. ******* reported a
  claim to us the same day the incident took place, August 26, 2022. It was
  reported as a single vehicle incident. The 2017 International Pro with a
  trailer attached struck an object in the road while being operated by Nickie
  *****.  At the time of the loss there was
  no collision coverage purchased for the 2017 International Pro.
  
  We reviewed the
  policy call from Ms. ******* from August 25, 2021. On this call, Ms. ****** advised the 2017 International Pro was out of commission and in need of repairs
  with parts on backorder. She asked to reduce several policy coverages while
  repairs were in progress. The Combined Single Limit (CSL) liability coverage
  was reduced to $750,000, a leased trailer was removed, along with cargo and
  general liability coverage, and collision coverage was removed. She opted to
  keep the comprehensive coverage only on the 2017 International Pro. She was
  advised to call back and update her coverages once the repairs were completed.
  
  On August 5, 2022,
  Ms. ****** called us to make additional policy changes. The changes requested
  were increasing the CSL liability to 1 million dollars and adding a leased
  non-owned trailer to the policy. Montgomery Leasing was added as a certificate
  holder. Additionally, she requested a Stated Amount for the trailer of $29,500,
  with Comprehensive coverage and Collision coverage and a deductible of $1,000.
  There were no additional inquiries during this call and the 2017 International
  Pro was not discussed.  Ms. ******* was
  provided with multiple Declarations (Dec) pages between August 25, 2022, and
  August 26, 2022, outlining no Collision coverage on the 2017 International Pro.
  
  I
  apologize for any inconvenience that this has caused Ms. ******. We’ve informed
  her of our coverage determination. If there are any further questions, please
  call ************* 
  
  Sincerely,
  
  N. **** *****
  CL Claims Manager  

• Initial Complaint

  Date:09/02/2022

  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 was in an accident on 8/10/22 that left my car totaled. My claim number is **********. I received a total loss valuation for my old car that was way too low, so I sent progressive some comps I found in order to get a new valuation. The cars they had used as comps were cars I could not also find on the market and I was told they are able to compare cars that are sold within the past 3 months, which seems like an advantage they have that I do not. They are able to find lower value cars that are no longer on the market and ignore cars of value closer to my previous car. I also live in a remote part of Vermont, so finding a car within 200 miles of the exact year and model is difficult. Regardless, I found a couple. It has been 3 weeks since I sent them my comps and have not heard back. My insurance agent flat out stopped answering my emails and ignore my calls. I was just assigned a new one, even though it's not reflected when I log into my progressive account. My new agent is also not answering any of my emails and I don't have her number because she's not listed as my agent online. I feel like they are waiting until the deadline to settle to give me a new valuation so I don't have a chance to come up with more comps. This is insane! I want this resolved ASAP.

  Business Response

  Date: 09/09/2022

   

  September 9, 2022
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Kristie *****
  
  File: ******** / *** ***********
  Policy: ********* (Personal Auto)
  Claim: **********
  NAIC: 155-16322
  Progressive Direct Insurance Company
  
  Dear Ms. *****,
  
  I’m writing
  in response to your inquiry dated September 2, 2022. I have outlined a timeline
  of events that have transpired in the handling of this claim.
  
  This was a single vehicle loss reported to us on August 10, 2022. Our customer was driving her 2014 Toyota Prius when a deer struck it. This resulted in substantial front-end damage with fluids leaking. Knowing the extent of the damage and after reviewing photos submitted by the customer, we arranged to have the vehicle moved to our salvage yard, IAA Essex Junction for a total loss inspection and valuation. 
  
  The inspection was set up on August 11, 2022, and total loss paperwork was proactively emailed to the customer on August 12, 2022. The customer’s vehicle arrived at our salvage yard on August 15, 2022, and an inspection was completed by our appraiser on August 17, 2022.
  
  Our appraiser presented the dual-source valuation to the customer on the 17th, at which point she advised she would email him comparable vehicle listings for consideration. When placing cash settlement values on total loss vehicles for Vermont customer, we follow Vermont Department of Insurance Regulation I-79-2 (Revised Eff. 7/1/18), Fair Claims Practices. This states the following:
  
  B. Motor Vehicle Total Losses.
  When a property damage liability or physical damage claim requires adjustment and settlement of motor vehicle total loss on the basis of actual cash value or replacement with another vehicle of like, kind and quality, one of the following methods must apply:
  2. Cash Settlement. Insurer may offer a cash settlement based upon actual cost, less any deductible provided in the policy, to cover purchase of a comparable motor vehicle including all applicable taxes, registration fees and other fees incident to transfer of evidence of ownership of a comparable motor vehicle.
  Such cost
  shall be no less than the average of:
  
  
  (a) the
  retail value given such vehicle by the National Automobile Dealer Association
  (NADA) Used Car Guide or Older Used Car Guide, as applicable, in effect at the
  time of the loss; and
  (b) the
  retail value of a comparable vehicle furnished to the insurer by a third-party
  vendor that provides total loss valuation services to insurance companies for
  purposes of settling claims. The third-party vendor’s methodology shall satisfy
  the following criteria:
  
  (i) The methodology shall give primary consideration to the values of
  comparable
  vehicles that are available in the local market.
  (ii) If
  it is necessary to expand the geographic parameters of the third-party vendor’s
  search beyond the local market in order to achieve statistical validity and
  there are credible price differentials between comparable vehicles located
  within the local market and outside of it, the methodology shall adjust the
  latter to reflect the values of comparable vehicles located within the local
  market; and
  (iii) The
  methodology shall utilize only the values of comparable vehicles available for
  sale within the United States.
  
  
  As a follow up, our appraiser advised our customer that several of the vehicles she submitted were not true comparable vehicles as they differed in model year. He then submitted all comparable vehicles submitted to him by our customer to our third-party vendor JD Power and Associates for review. Each comparable vehicle was rejected for different reasons.
  As you can appreciate, our goal is to handle each claim on its own merits, ensuring we are handling each customer’s claim fairly and equitably and reasonably varying from both the policy language and Department of Insurance language unjustifiably on one claim but not another. After completing a holistic review of this customer’s valuation and comparable vehicles submitted, I have emailed her with a proposed settlement at the time of this response and await her response with acceptance or rejection of the updated valuation.
  
  If you have
  any further questions, please feel free to call me ************.
  
  Sincerely,
  
  Jonathan *.
  *******
  Claims
  Supervisor
  

  Thank you

  Shana *******

  Consumer Relations Specialist

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello,
  This is my response to Jonathon ********* reply to my claim.
  Jonathan states in his email that the cars I submitted as comps were not usable. Although there were some of the wrong year, most of the 2014 cars were disregarded due to distance. In Jonathon’s response, it says: If it is necessary to expand the geographic parameters of the third-party vendor’s search beyond the local market in order to achieve statistical validity and there are credible price differentials between comparable vehicles located within the local market and outside of it, the methodology shall adjust the latter to reflect the values of comparable vehicles located within the local market;
  This information conflicts with what he told me in a recent email (attached). Jonathan told me that my comps had to be within 75 miles of my location. Living in rural VT, that makes it literally impossible to find a car of my make and model. Prior to speaking with Jonathon, I was working with Milton (one of the many agents I got bounced around to, thanks Progressive for your inconsistency!). Milton told me in an email (also attached) that my comps could be within a 200 mile radius, and told me that the comps they used were all within 175 miles of my location.
  Why is Jonathon now disregarding my comps because they’re over 75 miles when Milton told me I could do within 200, and the comps Progressive used were not only further than 75 miles away, but not even on the market anymore. 
  I have also asked for Progressive to send me my policy since it is impossible to find on their website. They sent me, multiple times, an encrypted email that I told them was not working. I followed the directions to be able to see the pdf and keep getting error messages. No other attempt was made by Progressive to give me my policy by mail, or in another not encrypted format (like I asked, several times). I want my policy to make sure that they are doing this correctly. It seems they have several advantages to finding a comp that I do not: Progressive has access to cars no longer on the market, I do not. Progressive can use comps up to 200 miles away, and I am now restricted to 75 miles away. 
  In reading Jonathon’s response, he said  that the insurer may give a cash settlement. “Insurer may offer a cash settlement based upon actual cost, less any deductible provided in the policy, to cover purchase of a comparable motor vehicle including all applicable taxes, registration fees and other fees incident to transfer of evidence of ownership of a comparable motor vehicle.”
  This highlighted section states that less the deductible, the insurer must provide a cash settlement that covers the purchase of a comparable vehicle including taxes, registration and other fees. This has not been included in ANY of the comps I have seen. I have talked to the agents and stated that the amount they are trying to give me would not allow me to purchase a car AND cover all of those fees. The valuations they have offered would leave me several thousand dollars short of that. I had not known this information before, and am thankful to know now because I will be asking for more in my valuation to make sure that taxes and registration fees are also covered. A car of my make, model, and milage on the market is worth around $17,000. Progressive offered me around $12k the first time, and $14k the second time. They need to offer me more.
  VT law says that insurance agencies have 35 business days to settle a claim. I have taken time out of my work day to address these issues and am wondering if I should get lawyer to sue for the time it’s taken me to do this research and essentially do their job. It’s been over a month, so we are getting very close to that 35 day deadline.
  
  Progressive is a company worth nearly 75 billion dollars, and they are penny pinching me, a customer for over 10 years, who has definitely paid into her insurance plan more than the amount they are trying to give me for my car. This has caused me great distress in a time when cars are so expensive. 
  I also wonder why I am still paying my car payments if the title has been transferred to progressive?
  I have attached copies of emails relevant to my response.
  Thank you.
  ***
  
  
  
  
  
  Regards,
  
  
  
  *** ***********
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 09/19/2022

  September 19, 2022
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Kristie *****
  
  File: ******** / *** ***********
  Policy: ********* (Personal Auto)
  Claim: **********
  NAIC:  155-16322
  Progressive Direct Insurance Company
  
  Dear Ms. *****,
  
  I’m writing
  in response to our customer’s additional concerns regarding her automobile
  total loss settlement. I have provided an update to the claim, including an
  email response to the customer this evening (enclosed).
  
  The customer sent three additional comparable vehicle listings for consideration. These listings were sent to Mitchell International, a JD Power and Associates company for review and possible consideration. None of the three comparable vehicles was considered in this case. This is due to a few different factors, including the listings missing required information, or the listing already having been in the comparable vehicle database, but not representing a closer match to the loss vehicle than those already listed in our report. Again, these reports are compiled through a third-party vendor, in line with Vermont Department of Insurance Regulations.
  In seeing that the additional comparable vehicles were not considered, I took a closer look, finding that the mileage of the three vehicles was considerably lower than that of the loss vehicle. I then completed a search for vehicles similar to the loss vehicle (year, make, model, trim, miles) through Edmunds.com. I found one vehicle within a 500-mile radius that was closest in miles to her vehicle. The list price of this vehicle was $15,599, with 127,990 miles. Previously, the customer submitted a listing of comparable vehicles, the closest of which had 137.000 miles, with a list price of $15,500.
  As the customer’s loss vehicle had 141,245 miles at the time of the loss, I determined that these two above-mentioned comparable vehicles are the closest matches found in the marketplace. I extended an updated total loss settlement of $15,500, before removing her $500 comprehensive deductible. I have included a copy of the email to the customer confirming this.
  
  If you have
  any further questions, please feel free to call me *************
  
  Sincerely,
  
  Jonathan *.
  *******
  Claims
  Supervisor
  
  Enclosures
  
  

• Initial Complaint

  Date:08/30/2022

  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.

  Progressive's insured backed into the rear passenger side of my car and caused damage.
  Progressive's insured is ******* *******, ************
  At the scene, Progressive's insured admitted guilt and provided their insurance, license, phone number.
  My car was stationary during impact.
  Progressive advised their insured to not speak with me and to remain silent.
  Progressive refused to honor my filed claim #*********.
  Progressive refused to provide any information concerning the insured's side of the story.
  Progressive pushed for me to go through my insurance when their insured was at fault
  The Progressive agent is Cecilia ***** **************

  Business Response

  Date: 09/07/2022

  
  September 7, 2022
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Kristie *****
  
  
  File: ******** / ***** *******
  Claim: ********** (Personal Auto)
  NAIC: 
  155-16322
  Progressive Direct Insurance Company
  
  Dear Ms. *****,
  
  Thanks
  for sharing Mr. ********* concerns and allowing me the opportunity to address
  them. 
  
  On
  August 22, 2022, the claimant, Mr. *******, reported this claim to us for a
  loss occurring on August 20, 2022.
  
  On
  August 25th, the file owner spoke to both parties and obtained their
  version of the events.
  
  On
  August 31st, the liability decision was finalized and communicated
  to Mr. ******* by phone. Based on both drivers' statements and reviewing the
  damages to both vehicles, our customer Mr. *******, was at fault for this
  accident.
  
  The
  assigned file owner will contact to Mr. ******* to set up repairs or pay for
  the damages.
  
  I’m sorry about Mr. ********* frustrations;
  however, we had to complete our liability investigation before moving forward
  and accepting liability.  
  
  If
  you have any questions, please call at *************
  
  Sincerely,
  
  Felicia
  *****
  Claims
  Response Coordinator

  Customer Answer

  Date: 09/07/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  Date:08/30/2022

  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.

  In June, 07 2022 I had been buy a auto insurance for our vehicles with Progressive auto insurance through an agent. After agent's qoute I agreed to paid $832.00 for a cover of six months. In the end of July, 2022, Progressive sent a letter to me and required an extra payment of $191.32 for reason of 3 other persons share a room of my house. I explained those persons have their insurance and asked Progressive why didn't they let me know their rules at first time of their qoute. They still want me to pay that extra to continued get their cover. I did paid the extra and also fill up a form to verified the roommate of my house couldn't drive our vehicles.
  In August, 24 2022, Progressive sent an other bill to me for an other extra payment of $336.36 without any reason except they change the policy by them self and don't care I agree or not.
  This is the first time I buy the insurance of Progressive because their show up on tv as a very good insurance company but I see that their company has a bad honor to treated their customers.
  I do want to dispute their action for raised up their price to very espensive for our 2003 GMC very old pick up truck and 2021 Lexus NX 300.
  I wish that BBB can help us to have our auto insurance as fair as it should.
  Thank you very much!
  **** *****

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 
  44147
  Attn: Kristie *****
  
  File:************* ****
  Policy: *********
  NAIC: 155-29203 Progressive Country Mutual Insurance Company
  
  Hi Kristie,
  
  Thank you for sharing Mr. ****** concerns regarding his
  policy and the opportunity to address this.
  
  We require, for the state of Texas, that all household
  members of licensing age be listed on the policy. We do not require them to be
  insured. During a new policy review with Mr. ****, we discovered that four
  other persons reside in the home. Because they were not drivers of the vehicles,
  we issued an Exclusion form.
  
  We did not receive the Exclusion form by the due date causing
  the drivers to be listed as insured until we received the document.
  
  On August 23, 2022, we received the Exclusion form and
  processed the drivers to excluded.
  
  A handwritten note on the Exclusion form advised that one of
  the drivers no longer resided in the home. We sent a notice to Mr. **** to
  contact the Underwriting department to discuss documents needed to remove the
  person that no longer resided in the household. No calls have been received
  since we sent the notification.
  
  We adjusted the premium based on these changes and the
  requirements of Mr. ****** policy contract. If he would like to discuss
  removing persons from him policy that no longer reside in the home, he may
  contact the Underwriting department at ************* 
  
  
  Best
  regards,
  
  Alyssa
  *******
  Consumer
  Relations Specialist
  

• Initial Complaint

  Date:08/29/2022

  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 had two claims, in which both involved someone hitting my car in parking lots. There is surveillance video from the hotel that was reviewed in court and I am no where in them. The state dropped the case against me. I talked to the adjuster Robert at Progrssive and he was supposed to review w his boss. He failed to fix anything nor even try. I want this claim fixed as it was not my fault and i will find another insurance company and sue you if I have to. No one can afford a 500 dollar a month payment!!!!

  Business Response

  Date: 09/23/2022

  September
  23, 2022
  
  
  Better
  Business Bureau
  200
  Treeworth Boulevard
  Broadview
  Heights, OH 44147
  Attn:  Kristie *****
  
  File:             ********/***** *****                                  
  Policy:
          *********
  NAIC:           155-10192
  Progressive
  Select Insurance Company
  
  Hi
  Kristie,
  
  I’m
  happy to answer ******* question regarding her policy.
  
  I
  see ******* policy ********* started on September 8, 2022 and was rescinded because
  her initial payment of $41.20 was returned by the bank as unpaid on September
  15th.
  
  There
  are 2 not-at-fault accidents on this policy. One is dated October 9, 2021, and
  the other is dated March 14, 2022.
  
  The
  policy isn’t eligible for reinstatement.
  
  If
  you have any questions, please call me at *************
  
  Best
  Regards,
  
  Eva
  ********
  Consumer
  Relations Specialist

• Initial Complaint

  Date:08/26/2022

  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 want to escalate a complaint against my claim and claim handler William * ******, progressive has blatantly dragged out my claim for no reason, have cause undue hard and stress which required medical attention, my disability act protections violated, I've been lied to and my information intentionally changed, I've already reported this to Maine insurance bearu who found if credible, suffering mental illness I was lied to and forced to provide a credit check, financials and phone records, all of this has been either captured in email or calls I recorded, My vehicle was already assessed and deemed totaled over two weeks ago, my account provides no information about my claim, the claim report provided was completely fabricated with contradicting information and an other information that just didn’t even make sense. My claim was suddenly canceled and reopened and has been blatantly dragged on, my information has been intentionally changed. The car has been deemed totaled by progressive the gap coverage already has a police report and the adjusters report and is waiting on progressive. Many of my rights have been violated and terms of our contract have been violated . I want my claim settled it’s been almost a month and I’m moving towards legal action which I have more than enough evidence for. This email needs to be forwarded to the correct person and not my claims handler as progressive has an already done, showing their actively aware of the situation. it’s illegal in Maine Cheap Trick or otherwise lie in order to obtain phone data and financials and progressive did it blatantly in an email, I have retained representation but I have yet to assign him to this case. We are working along side the main insurance bureau and sharing The violations and conversations that have been captured. I offered to settle for the fair market value of my vehicle and turn releasing progressive from liability of the totaled vehicle but received no notice back.

  Business Response

  Date: 09/02/2022

   

  September 2, 2022
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Kristie *****
  
  
  File: ******** / **** *******
  Policy: ********* (Personal Auto)
  Claim: **********
  NAIC: 155-11770
  United Financial Casualty Company
  
  Dear Ms. *****,
  
  We are responding
  to your letter regarding Mr. ********* concerns about his claim. Thank you for
  allowing me the time to respond.
  
  On July 2, 2022,
  Mr. ******* procured a personal auto policy through us. On July 28, 2022, Mr.
  ******* reported that his vehicle was vandalized on July 24, 2002. We are
  actively investigating the reported incident and intend to schedule an
  examination under oath of Mr. ******* within the next several weeks pursuant to
  the terms of the applicable insurance policy.
  
  Once the investigation
  is complete, we will promptly notify Mr. ******* of our decision regarding
  coverage consistent with its normal practices.
  
  If you have
  further questions or would like more information concerning this customer or
  the alleged incident, please feel free to contact our counsel, Laura ***** of
  ******** ****** *** in Portland, Maine, at ************ or me at ************* 
  
  Sincerely,
  
  Lynda ****
  Claims Manager
  
  
  

• Initial Complaint

  Date:08/26/2022

  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 August 8th my car was hit by someone that took off. I filed a claim they gave me an adjuster my car still has not been looked at. I’ve called to ask questions and no one returns my calls. I’d like to have my car fixed how do I proceed

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  Better Business Bureau Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 
  44147
  Attn: Kristie *****
  
  File: ********/ ***** ********
  Policy: ********* (Auto)
  Claim: *** *******
  NAIC: 155-16322/ Progressive Direct Insurance Company
  
  Hi Kristie,
  
  Thank you for forwarding Ms. ********** concerns.  I’ve reviewed the file and I appreciate the
  opportunity to explain our claim handling. 
  
  The claim was reported on August 9, 2022, by our customer, via
  the Progressive online application for a loss that occurred one day prior.  Our adjuster spoke with Ms. ******** for her
  version of events.  The vehicle was
  struck by an unknown claimant vehicle while parked and damages were sustained
  to the front bumper.  Ms. ******** was
  found 0% at fault for the loss.
  
  The claim was prematurely closed without payment.  Feedback has been provided to the adjuster’s
  supervisor.  Photos were provided by Ms.
  ******** of the damages; however, an in-person estimate is warranted in order
  to authorize repairs on the vehicle. We are currently in the process of setting
  a repair date with Ms. ******** and will have an estimate completed once the
  vehicle arrives at the repair shop.  We
  have communicated this information to Ms. ******** and we’re awaiting her
  choice of repair shop and date that works best with her schedule.
  
  I apologize for any frustration that Ms. ******** has
  experienced.  I am happy that we were
  able to resolve the customer service concerns and the claim has moved forward.
  
  If you have any questions, please call at *************
  
  Sincerely,
  
  Gloria ******
  Claims Response Coordinator