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 Coorporation

  PO Box 22031 Albany, NY 12201

• 

  Progressive Insurance

  292 Church St Torrington, CT 06790

• 

  Progressive Casualty Insurance Co.

  PO Box 189 Whitestone, NY 11357

• 

  Progressive Insurance

  6021 Wallace Rd Ext Ste 110 Wexford, PA 15090

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:04/02/2025

  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.

  Progressive Insurance went in my bank account and took $598.00 out of my account with out my promission . We turn in everything that ask us the last thing we turn in was pictures of the two trucks we fore the 15 in March from the under writer Bryrain called us if there anythinge else was needed we did not receive any by mail or phone called or emailed they excuse was they needed the vin number when we found out they had took money out of my account of $598.00 so we call them they said we didn’t turn in all the information I said we turn in everything you ask and more since we got this policy The vi number in on the oil change paperwork then she said you have to have two oil change in one month I said that’s not true who does that how can you go up on my policy without letting us know we didn’t receive any notice they took my money I want it back a policy dont cost $598.00 in one month.

  Business Response

  Date: 04/17/2025

  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,
  
  Thank
  you for sharing ****’s question regarding his payment of $598. I’m happy to
  share some details explaining what’s taken place on the policy.
  
  I
  see the ********* policy began on January 15, 2025, and they chose to pay using
  the Electronic Funds Transfer (EFT) payment method.
  
  On
  January 21, 2025, during the final underwriting process, we sent a memo asking
  for documentation confirming annual miles driven for the 2017 Silverado, and
  2015 Yukon.
  
  The
  ******** provided the requested documentation, and based on that documentation,
  the annual miles driven was updated accordingly from 10,000 – 11,999 to 27,000
  – 29,999 for the Silverado, and from 6,000 – 7,999 to 22,000 – 23,999 for the
  Yukon. This resulted in an increase of $216. We sent an updated Declarations
  Page, Payment Schedule and Memo explaining this update.
  
  On
  March 30, 2025, the scheduled payment of $598.49 was processed.
  
  On
  April 2, 2025, **** called and asked us to cancel the policy. We canceled the
  policy as requested and sent a refund of $30.58 to his bank account.
  
  Because
  there were no errors made, we’ve respectfully declined the ********* request to
  refund their payment of $598.49.
  
  I
  hope this information is helpful and addresses the ********* questions.
  
  Best
  Regards,
  
  E.
  D.
  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 have insurance with this company they took there payment out on 03-01-2025 then they took out and one on 03-11-2025 I have been calling the number to find out way all I get is the runaround I want to talked to someone to explain why

  Business Response

  Date: 04/22/2025

  
  April
  22, 2025
  
  Better
  Business Bureau
  200
  Treeworth Blvd.
  Broadview
  Hts., OH 44147
  Attn:
  Melissa Neal
  
  File:
  ******** ********* ******
  Policy:
  ********* 
  NAIC
  ***-*****
  Progressive
  Direct Insurance Company
  
  Ms.
  Neal,
  
  We
  received your inquiry of April 2, 2025. Thank you for forwarding Ms. ******’s concerns
  about this policy. I’ve reviewed the file and I’m happy to provide additional
  information about what has happened so far.
  
  Please
  see the attached full accounting history of Ms. ******’s policy.
  
  From
  the beginning of the policy, the policy billing has been set up on our
  Electronic Funds Transfer (EFT) billing option. Each month, on the 1st of the month, the policy payment is scheduled to electronically be withdrawn
  from Ms. ******’s bank account.
  
  On
  March 2, 2025, her scheduled payment for $120 was withdrawn.
  
  On
  March 9, 2025, the policy was accessed, and a manual credit card payment was
  made for $116. This was an overpayment and on March 20, 2025, we issued a
  refund disbursement to the credit card account that was used to make the
  payment.
  
  On
  April 1, 2025, an EFT withdrawal for $120 was successfully paid. The next
  scheduled payment to be withdrawn by EFT is on May 1, 2025.
  
  I’m
  sorry for any confusion that this situation caused Ms. ******, but there was no
  Progressive error involved in this situation. If you have any questions, please
  call me at 440-620-6943.
  
  Best
  Regards,
  
  Nancy
  *******
  Consumer
  Relations Specialist

• Initial Complaint

  Date:04/01/2025

  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.

  In March of 2025 I received my monthly bill for April from progressive to find that it had increased yet again which it had already in the last few months but this time it was a high enough increase that I wanted to investigate it. While investigating why my rate increased I found that they added my adult child to my policy without my permission. My adult child does not hold a license or permit to drive and never has. I tried to remove him as a driver and was unable to do so online and was prompted to call. Both numbers listed for me to call where silent and about 30 seconds later I was disconnected and the calls never went through. I then started a chat and was given yet another phone number to call. When I called I spoke to a woman that was no help at all. She said they notified me VIA email and that I never responded so they added him to my policy as a driver even though they can see all he has is a state issued I.D. , I never approved the change, and refused to remove him as a driver because he is of driving age. I am now stuck paying a higher rate for someone to be on my policy whom does not even drive and never has. I have been a customer with them for almost 10 years and see this as very poor customer service. up until recently I always received policy documents via mail but now I am apparently set up for paperless. They acknowledged that it was not a law for him to be on my policy but again refused to remove him as a driver because of an agreement they have with the state of Minnesota. I have gotten quotes from multiple other companies for auto insurance non of which required me to list him as a driver. Needless to say I will be taking my business elsewhere since they will not remove him from my policy or make any effort to correct the situation.

  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 Direct Insurance Company
  
  
  Hi Melissa,  
  
  Thank you for sharing
  Ms. *****’s concerns about her policy. I appreciate the opportunity to review
  the account and respond.
  
  On January 7, 2023,
  Ms. ***** bought her policy with us online. On the same day, she completed her
  enrollment in our Paperless Program, requesting we email her all documents and
  bills to the email address on file, ********************** 
  
  On February 5, 2025,
  we emailed Ms. ***** about a driver we found out about, ******* ***** *****
  *******. In this notice, we asked she respond to our notice by February 26,
  2025, or we would add him to the policy.
  
  On March 6, 2025, we
  added ******* to the policy as we didn’t get a response to the first notice,
  increasing the premium $80.17. We listed him as a List Only driver because he
  doesn’t have his license. We must list all household members of driving age so
  we can rate each policy accurately. Not having a license allows us to list him
  accordingly with a lower impact to the premium. If I were to change him to a
  rated driver, we would have increased the policy an additional $531.36.
  
  On April 1, 2025, Ms.
  ***** called and spoke with our Underwriting team. We confirmed that ******* is
  her son and lives in the house. I know she wants us to remove him from the
  policy, but we cannot accommodate that request. We must list all household member
  on the policy, and we are currently listing him at the cheapest level based on
  him not having a license.
  
  I’m sorry for the
  frustration this situation caused Ms. *****, but I hope this additional
  information clarified what happened on the policy. If she 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:04/01/2025

  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.

  Feb 2025,deer ran into the side of my 2022 vehicle.I purchased it new in 2022 bc financed progressive should have set up for comprehensive &collision. they didnt. they had the snapshot sent to me never let me know the new vehicle was wo proper coverage,no agent helped me with the set up,when I submitted my 1st claim ever as a diamond member w a perfect driving& payment record(never lapsing in payment)3 years later.they didnt keep me up2date,i had 2 keep asking for almost 2 months before giving up on them. bc of this, and no rental or lease car provided to me I incurred expenses,i never should have including the $3070.96 to replace most of the damaged parts after I decided I couldnt keep waiting on progressive any longer and my kitten almost died since he was so stressed by me almost never being able to be home due to the bus schedules by me.I had to get help taking him to the emergency vet and back and his condition could have been fatal.when I got the proper insurance set up on a new policy,it was cheaper with comprehensive and collision added than b4!so I have been over paying them!in addition to insult to injury they let me know that most lenders call in and let them know that the borrower needed collision& comprehensive insurance added when they dont see it so why cant they retro my insurance too?!
  
  Tina told me to talk to the policy team who told me to talk to her since a claim was opened.THEN I got charged for the snapshot again because they cant carry it over from the old policy
  
  I have not been refunded for the almost 2 months my car has been sitting at the body shop because progressive employees decided to waste my time. I have not been covered or reimbursed for the damages from the deer and I have a dash cam of the incident!
  
  no progressive agent ever spoke to me to set up my insurance, they just carried forward the same insurance from my last vehicle in 2022 when I bought this new one without even taking a simple glance at it
  
  ***************************

  Business Response

  Date: 04/17/2025

  April
  17, 2025
  
  
  Better
  Business Bureau
  200
  Treeworth Blvd.
  Broadview
  Hts., OH 44147
  Attn:
  Melissa Neal
  
  File:
  ******** ******* *******
  Policy:
  **********
  Claim:
  ************
  NAIC
  *********
  Progressive
  Direct Insurance Company
  
  Ms.
  Neal,
  
  We
  received your inquiry of April 1, 2025. Thank you for forwarding Ms. *******’s concerns
  about this claim. I’ve reviewed the file and I’m happy to provide additional
  information about what has happened so far.
  
  On
  February 12, 2025, Ms. ******* reported a claim for a loss that happened the
  same day, explaining that she hit a deer. We spoke with her to understand the
  situation better. During our conversation, we informed her that her policy did
  not include Comprehensive coverage, which is needed for such a loss. We then
  advised her that we would close the claim and transferred her to our policy
  services department for further help.
  
  On March 21, 2025, Ms. ******* shared her belief that her policy should have
  included Comprehensive and Collision coverage. We responded by starting a
  coverage investigation to review the applicable coverages and sent a Reservation
  of Rights letter to her. Once the investigation is complete, the assigned
  adjuster will follow up with Ms. ******* to discuss the outcome.
  
  I understand that this situation has caused an inconvenience, and I’m sorry for
  the distress Ms. ******* experienced. Our team is committed to providing clear
  communication and support throughout the process.
  
  Sincerely,
  
  Felicia *****
  Response
  Coordinator
  
  

  Customer Answer

  Date: 04/23/2025

  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.
  
  
  
  "We have read your complaint and in order for us to help you, we need a clearer understanding of the reasons as to why you are rejecting the response from the business.  Please contact us as soon as possible via mail or e-mail  with a more detailed explanation of why you are rejecting their response."

   

  Rejecting because they didn't resolve the issues. They didnt set the car up with correct insurance from the beginning, didnt provide a loaner car which caused additional expenses for the almost 2 months i didn't have a car, and im paying less for more coverage now than before. Leased vehicles should be covered by deer accidents.
  
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:03/28/2025

  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 am writing to formally express my dissatisfaction with the settlement offer of $2,500 for the diminished value of my truck. The independent appraisal I obtained determined the actual diminished value to be $5,456, which accurately reflects the financial loss I have incurred due to the negligent actions of your insured on February 20, 2025.
  
  My vehicle will never be the same, and the use of body filler and repairs does not restore its original condition or value. Accepting an unfair settlement would leave me at a significant financial loss for damages that were not my fault. I will not agree to an amount that does not fairly compensate me for this loss.
  
  I request to speak with someone who can provide a fair resolution to this matter. Please contact me at your earliest convenience to discuss this further.

  Business Response

  Date: 04/10/2025

  
  April 10, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********(********* ***)       
  Claim: ************ (Personal Auto)
  NAIC:  *********
  Progressive County Mutual Insurance Company
  
  
  Hello Melissa,
  
  Thank you for sharing Mr.
  ***’s concerns. We strive to provide exceptional customer service to both our customers
  and claimants on every claim we encounter.
  
  On March 26, 2025, claims supervisor, Candace
  ******, spoke with Mr. *** and discussed his concerns about the Diminished Value
  claim submitted for the 2023 Chevrolet Silverado involved in the loss. He
  considered the offer proposed to him insufficient given the extent of damage to
  his vehicle and the loss of value associated. We discussed the factors used to
  address his DV claim, and made an offer of $1,791, but Mr. *** did not agree and
  requested we elevate his concerns.
  
  On March 27, 2025, claims manager, Marshall
  ********, spoke with Mr. *** and discussed the issue. He again said he
  considered the value proposed for the vehicle insufficient, and we reviewed and
  extended an increased offer of $2,500 to settle the diminished value claim.
  
  On April 2, 2025, after additional discussion, he accepted
  the DV offer and provided a signed Property Damage release. We issued a digital
  payment on the same day.
  
  If you have any questions, please feel free to call
  me at 281-677-2682
  
  Sincerely,
  
  Candace ******
  Claims Supervisor

• Initial Complaint

  Date:03/27/2025

  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.

  They lured me into a policy and repeatedly changed the terms and repeatedly month after month charged me more and more than agreed!! They are a RIP OFF

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********/***** ******                            
  Policy: *********/Personal Auto                
  NAIC: *********
  Progressive Premier Insurance Company of Illinois
  
  
  Hi Melissa,
  
  Thank you for sharing Mr. ******** concerns about his policy.
  I appreciate the opportunity to address them.
  
  On January 4, 2025, started this policy with us online,
  acting as his own agent.
  
  The same day, he signed his Application for Insurance stating
  that he was the only driver of the insured vehicles and no one else 15 years of
  age or older resided in the household.
  
  On January 28, 2025, we sent Mr. ****** a notice asking him
  to contact our Underwriting department to review his new policy details.
  
  Our Underwriting team spoke with Mr. ****** the same day. We
  determined that Mr. ****** failed to list additional resident relatives on his
  policy, which we require for our Policy Contract. We sent an Exclusion form
  since none of the family members were operating the insured vehicles.
  
  On March 27, 2025, Mr. ****** called our Underwriting
  department and advised he had sent in the signed Exclusion form. We explained
  we received the form on March 26, 2025, and processed the change based on the
  date we receive the form. He requested to speak with a supervisor because we
  couldn’t backdate the change to his policy.
  
  The Underwriting supervisor explained that we didn’t receive
  the form by the due date, and we can’t back date the change to his policy. Mr.
  ****** said we didn’t advise him he could send the form to us via email. The
  supervisor reviewed his call on January 28, 2025, and determined we did advise
  him he could send the document via email, but he declined. There was no error
  on our part, so we denied his request to back date the change.
  
  Mr. ****** didn’t provide the information we required when he
  quoted and purchased this policy. He also failed to provide the required
  document by the due date, thus causing the changes in his premium.
  
  I’m sorry for any frustration this process may have caused
  Mr. ****** as that was not our intent. We must update policies with the
  information we require on the Application and Policy Contract to provide the
  correct rate.
  
  If he has any further questions, he can call us at
  800-888-7764.
  
  
  Best
  regards,
  
  Alyssa
  Consumer Relations Specialist

• Initial Complaint

  Date:03/27/2025

  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.

  5/30/2024
  The rental truck I was renting for work was sitting in a parking spot received damages from a debris flying during a tornado in *******, Texas. I turned the damage in to Progressive because at the time I thought that was the right thing to do. I was told then by the Agent handling my claim back then in May of 2024 I had nothing to worry about Progressive has it covered. Now fast forward March of 2025 and I am being told Progressive is not going to handle it. This Aisha lady I just spoke said she was not going to speak to me anymore that she is going to hang up me because this was not being productive. Why have insurance when they do pay for a claim but it expect me to pay my monthly fee to have them cover me while I am driving. I was not driving when this damaged occurred it was sitting parked in parking spot.

  Business Response

  Date: 04/15/2025

  
  April 15, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal 
  
  File: ******** (****** ******)
  Policy: ********* (Personal Auto)
  Claim: ***********
  NAIC: *********
  Progressive Universal Insurance Company
  
  
  Hi Melissa,  
  
  Thank
  you for sharing Mr. ******’s concerns about his claim. I appreciate the
  opportunity to review the account and respond.
  
  We strive to provide clear communication and efficient
  service to all our customers, and I would like to memorialize the steps taken
  in handling Mr. ******’s claim, including key dates and the resolution reached.
  
  On June 1, 2024, we received this claim and
  promptly assigned it to an adjuster by June 3, 2024.
  
  On June 4, 2024, we reached out to Mr. ****** to
  discuss the next steps. During this conversation, we told him we would need to
  wait for a formal demand from Sixt Rental Car Company about the claim damages.
  
  On March 26, 2025, we received a demand from Sixt
  Rental Car Company for $291.26. Upon reviewing Mr. ******’s Comprehensive
  coverage, we saw that the damages came in below his $500 deductible. As a
  result, he is responsible for the demand since the amount is below the
  deductible threshold. We communicated this aspect of his policy to him several
  times, emphasizing that you must meet the deductible we can issue any payment
  under his coverage. Despite our explanations, he continues to express
  disagreement with this policy requirement.
  
  If you have any other questions about the claim,
  please contact me directly at
  832-939-4329.
  
  Sincerely,
  
  Sarah *********
  Claims Manager

  Customer Answer

  Date: 04/19/2025

  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.

   

  
  
  I feel that if Progressive is not wanting to pay the claim, they should give me a credit on my insurance bill of $292, then I will pay the the request amount from Sixt Car Rental.  Progressive has waited almost a year to tell me they were not going to pay this claim.  Because if I would have know they were not going to do anything with it I would have made other arrangements. 
  

  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:03/25/2025

  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 am writing regarding my claim initiated on November 18, 2024(Claim ************) - now over four months ago. During repairs, additional damage occurred to my vehicle that was not part of the original claim.
  The repair shop has confirmed in writing that this damage happened because they had to repeatedly remove and reinstall the bumper while waiting for your company's approval for replacement.
  I strongly believe your company should cover these additional repair costs of approximately $700 for these reasons:
  
  This claim has already been ongoing for over four months with numerous back-and-forth communications
  I have not requested a rental car during this extended period, saving your company significant expenses
  The delay in approving the necessary replacement directly led to this damage
  
  At this point, I need my vehicle back as soon as possible and cannot afford further delays. I request that you approve this additional $700 to complete the repairs immediately.

  Business Response

  Date: 04/08/2025

  April 8, 2025
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Heights, Ohio 44147
  Attention: Melissa Neal
  File: ********/**** **
  Claim: ************
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Direct Insurance Company
  Dear Ms. Neal,
  Thank you for your letter dated March 25, 2025, and for sharing Mr. **** concerns. I
  appreciate the opportunity to respond.
  We understand Mr. ** is claiming damages to the right and left bumper/quarter
  extensions. These damages to the mouldings occurred at the shop and not part of
  the November 18, 2024, accident damages. They occurred after the reported loss
  and caused directly by the body shop.
  We verbally advised Mr. ** that as part of the loss it does not cover the mouldings.
  We advised they could pay out of pocket for these damages or file an additional
  claim. If they were to file an additional claim, the date of loss would reflect the
  damages occurring at the body shop and would be a separate claim filing. Following
  this conversation, we mailed a partial denial to Mr. ** outlining that under this loss
  it does not cover the claimed moulding damages.
  If Mr. ** has questions about the damages in this claim, he can contact his Managed
  Repair Representative at ************. If Mr. ** would like to file an additional
  claim for the damages to the right rear wheel opening moulding and left rear wheel
  opening moulding, he can report the claim online or by calling 800-776-4737.
  I hope this helps address the concerns raised by Mr. **.
  If you have any questions, please feel free to email *****************************.
  Sincerely,
  Stephanie M.
  Claims Supervisor

• Initial Complaint

  Date:03/24/2025

  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 had a person who was insured by progressive insurance hit my car in the parking lot when it was parked. I took it to ******** auto body in Pulaski a month and half ago to get it fixed. Progressive is refusing to cover all the repairs to the suspension that were caused by the accident.

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal 
  
  File: ******** (***** ******)
  Policy: ********* (Personal Auto)
  Claim: ***********
  NAIC: *********
  Progressive Specialty Insurance Company
  
  
  Hi Melissa,  
  
  Thank
  you for sharing Mr. ******’s concerns about his claim I appreciate the
  opportunity to review the account and respond.
  
  Here is the detailed
  account of the repairs and alignment assessment conducted on Mr. ***** ******’s
  2016 Ford Mustang following the incident on January 28, 2025.
  
  Someone struck Mr.
  ******’s vehicle on the left front side while parked, resulting in damage to
  the driver's fender, door, and a minor scratch on the driver's front wheel. ********
  Auto Body completed repairs, and they completed a 4-wheel alignment due to his concerns
  about an alignment issue.
  
  Upon completion of
  the alignment, we determined that the right front and right rear wheels showed
  out of alignment specifications. However, the driver's side, which sustained
  the impact, showed within specifications. Our local adjuster, Angie, and Chris
  from ******** Auto Body both assessed the situation and concluded that we
  couldn’t relate the misalignment on the passenger side to the impact on the
  driver's side.
  
  Mr. ****** seeks repairs
  to the passenger side front suspension but given the lack of evidence linking
  the passenger side alignment issues to the incident, we can’t include repairs
  for this area as part of the loss. The repairs completed have addressed all
  damage related to the incident, and the vehicle is now within specifications
  for the affected areas.
  
  On March 28, 2025, I
  spoke with Mr. ****** and went over our findings and explained our decision in
  detail. I attached the pictures of the damage and the alignment specifications
  for your reference. This documentation supports our findings and the decision
  not to include the passenger side alignment in the loss claim.
  
  If you have any
  further questions or require additional clarification, please feel free to
  reach out to me directly at 901-208-1168.
  
  Best regards,
  
  Marti ******
  Claims Supervisor
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/21/2025

  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 car insurance is raising my premium from $225.00/month to $375.00/month, and the reason they gave me was because my fiance who lives with me “obtained a valid drivers license in February” and they were notified by the DMV. This is a 100% fabrication. My finance has HER OWN INSURANCE POLICY WITH PROGRESSIVE. She drives her own vehicle on a SEPARATE policy. I never once added her to my policy, and she has ALWAYS had a valid drivers license. They are claiming since I live with her I cannot remove her from my policy even though she doesn’t drive my car and never will. In addition to this issue I am having now, last summer progressive cancelled my policy on me without calling me or notifying me that the policy was being cancelled. The reason they gave for this was “not providing proof of garaging”. They never stated how to provide it, or what that even means. Apparently, proof of garaging means “proof of residence” and all you had to do was upload to the application. They were sneaky and didn’t tell me this and then cited the cancellation of my policy at $185/month for the reason it jumped to $225/month. So, in the matter of a year, my policy went from $185/month to $375/month when nothing has changed in my driving status. Same vehicle, same house, same location, no driving infractions at all! They are making up reasons to why my policy is changing and not offering clear instructions.

  Business Response

  Date: 04/02/2025

  
  April 2, 2025
  
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal
  
  File:    ******** - ****** Dickson 
  Policy: ********* – Personal Auto
  NAIC: *********
  Progressive Universal Insurance Company
  
  
  Hi Ms. Neal,
  
  Thank you for sharing ****** ********* inquiry with us. I appreciate the
  opportunity to address his concerns.
  
  ******'s policy began on September 24, 2024, with ****** M ********* listed as
  not having a driver’s license/surrendered license and was not a rated driver.
  We set the payments at $226.07 per month. At the time we emailed a request for
  proof of his garaging address to keep his current rate.
  
  On October 9, 2024, ****** uploaded his pay
  stub which was acceptable proof confirming the policy address, and we took no
  adverse action.
  
  As we prepared for his renewal effective
  March 24, 2025, we discovered ****** had a valid driver's license. On February
  24, 2025, we sent a renewal offer, adding ****** as a rated driver, which
  increased the premium and changed his payments to $374.32 per month. This
  increase also reflected the loss of a one-time Online Signature discount, and
  we offered the renewal using current rates.
  
  On March 21, 2025, ****** called us, provided ******' own policy number, and we
  removed her from the policy. This change adjusted the renewal, lowering
  payments to $230.82 per month.
  
  We hope this provides a clearer understanding
  of the situation. If Mr. ******* has more questions about his policy he can
  call at his convenience to 1-800-776-4737. Our Customer Service is available
  24/7 and always ready to help!
  
  Sincerely, 
  
  
  Arlene F. 
  Consumer Relations Specialist