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 Casualty Insurance Co.

  PO Box 189 Whitestone, NY 11357

• 

  Progressive Insurance Co.

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

• 

  Progressive Insurance

  1200 Veterans Hwy. Suite 100 Hauppauge, NY 11788

• 

  Progressive Insurance Co.

  485 Route 1 Ste. 470 Iselin, NJ 08830

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:02/28/2025

  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.

  As of today, February 27, 2025, my adjuster, Brittany ********, who is responsible for assisting me with my claim for an accident that occurred on February 15, 2025, has been difficult to reach. I called her today due to a lack of updates on my claim, as the last time I heard from her was on February 21.
  
  After speaking with other adjusters, I was informed that she has not been documenting any notes regarding my auto claim. My claim has now been open for nine days, yet I have not been provided with any recommended body shops and had to find one on my own.
  
  Additionally, when I called her today, she answered the phone with an unprofessional attitude, saying, “Oh my god, what? Hello.” I pay over $600 for insurance and simply need assistance in resolving this issue. I want my car repaired without feeling like I am inconveniencing anyone or being met with unnecessary attitudes.

  Business Response

  Date: 03/18/2025

  March 18, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  File: ********/****** ******
  Claim: ************
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Direct Insurance Company
  Dear Ms. Neal,
  Thank you for sending us the inquiry regarding Ms. ******'s concerns. I have reviewed the
  inquiry and our claim file and will provide the following information.
  On February 17, 2025, Ms. ****** reported that another vehicle struck her 2020 Nissan
  Altima while she was attempting to parallel park.
  On February 20, 2025, we spoke with Ms. ******, who described the incident as a hit and
  run. Ms. ****** agreed to take photos and a video of the damage to her vehicle, enabling
  us to complete an estimate.
  Based on the information Ms. ****** provided, we reported a claim to GEICO, as this was
  the insurance listed for the other driver's vehicle that Ms. ****** advised was involved in
  the incident.
  GEICO informed us that their customer claimed they were not involved in the incident, and
  they would likely deny liability. We shared this information with Ms. ****** and issued
  payment for the damages to her vehicle directly, as per her request.
  Attached is a copy of the estimate and the payment for the damages to Ms. ******'s
  vehicle.
  We will work to recover the amount we paid under Ms. ******'s policy.
  If you have any questions, please contact me at 412-501-6515.
  Best Regards,
  Jon ******
  Claims Manager
  

• Initial Complaint

  Date:02/27/2025

  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.

  ***** ** ****** *** ***** ****** ** ***** ***** ***** *****
  
  I am writing to register a complaint against Progressive
  Commercial Insurance Policy number:********* for an
  Inflated Insurance Premium without notice or consent and
  age discrimination. I purchased Commercial Insurance for
  our small business December 26, 2024, from Progressive
  after weeks of trying to get the best affordable down
  payment and affordable monthly rates. Everything was
  finalized after the downpayment of $3,700.00 was paid with
  10 monthly payments of $1,836.85 for a remaining amount
  of $18,338.43 starting January 26, 2025 – October 26, 2025.
  I paid the first payment in the amount of $1,836.85 January
  26,2025 per my contract due date.
  We received a notice in the mail on or about February 7,
  2025, dated January 30, 2025, with a new insurance policy.
  The entire policy amount had doubled to $41,558.00 I called
  Progressive and was told due to an accident that occurred
  August 15,2024 with ***** ****** in his personal vehicle.
  The agent referred to the fact that ******* age had a lot to do
  with the increase in the policy. I gave her the information for
  two other drivers, she implied that they were old as well and
  it would make the premium increase by $5000.00. I gave her
  my information and she said the same thing.
  I told the agent that we have a small business and there’s no
  way we could afford to pay $8000.00 per month for
  insurance. Nor would we have agreed and passed up more
  Page 3 of 3
  affordable insurance in December 2024 when it was time to
  renew. We have been misrepresented, misled and
  discriminated by Progressive Insurance Company, I sent
  them everything they asked for, otherwise they wouldn’t
  have taken the down payment and insured our business.
  Now we are being held undress to pay for some coverage we
  are unable to pay then and now. That’s why we shopped
  around for what we could afford.

  Business Response

  Date: 03/13/2025

  March
  13, 2025
  
  
  Better
  Business Bureau, Inc
  200
  Treeworth Blvd.
  Broadview
  Heights, OH  44147
  Attn:
  Melissa Neal
  
  File:
  ******** (***** ******)
  Policy:
  ********* (Commercial Auto) 
  NAIC:
  ********* 
  Progressive
  County Mutual Insurance Company
  
  
  Dear
  Ms. Neal,
  
  Thank
  you for bringing these concerns to our attention. I appreciate the opportunity
  to review and respond to this matter.
  
  On
  December 26, 2024, this policy began directly through Progressive. At the time
  the policy started, we found an accident for one of the drivers on the policy. The
  customer told us the driver didn’t cause the accident.
  
  On
  December 30, 2024, we mailed a memo to the customer, requesting they send us valid
  documentation showing the accident as Not-At-Fault to maintain the same rating.
  
  On
  January 29, 2025, we completed our follow-up process about the accident dispute
  documentation. We didn’t receive valid documentation, resulting in us changing the
  Not-At-Fault rating to At-Fault effective the start date of the policy. We
  mailed a Declarations Page and memo to the customer as confirmation of these
  changes.
  
  Please
  note we will still accept valid documentation to adjust the accident rating
  accordingly. The documentation must state the driver as Not-At-Fault or show
  the accident as expunged/erased.
  
  While
  this may not be the outcome the insured wanted, I hope I explained what
  happened in more detail and addressed all questions and concerns.
  
  If
  there is anything additional, we can help with, please feel free to contact me
  directly at *************
  
  Sincerely,
  
  Jessica
  L. ******
  Commercial
  Lines Resolution Specialist

• Initial Complaint

  Date:02/27/2025

  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.

  BEWARE!!!!! The worst insurance company!
  
  Car involved in an accident with an F250. My car was parked, and I was not even in state.
  
  Progressive refused to fix the entirety of the damages..
  
  The agent I was working with Kianna has now ignored me for over a month.
  Multiple phone calls, voicemails and emails With no reply.
  I have nobody else to reach out to.
  Not to mention, this is not my insurance because I was not involved in the accident. It is the person who hit my car insurance policy.
  
  I am pregnant and without a car to get to any of my appointments or work.
  For three months I had to pay out-of-pocket for Ubers and car rentals
  AGAIN I was not even in the car!!
  
  And I still can’t drive it… It Is still UNSAFE To drive according to the body shop and the rim and tire shop.
  For progressive to put a pregnant woman in an unsafe car is ridiculous
  What am I supposed to do?
  
  
  They have no sympathy. They do not care.

  Business Response

  Date: 03/17/2025

  March 17, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********/***** ********
  Claim: ************ – Personal Auto
  NAIC: ********* 
  Progressive Advanced Insurance Company
  
  
  Hi Melissa,
  
  Thank
  you for bringing Ms. ********’s concern to our attention. I appreciate the
  opportunity to respond and apologize for any frustration caused.
  
  Ms.
  ******** stated that our customer pushed her vehicle into a curb on the left
  side, causing a left center wheel bend. I spoke to our customer, who confirmed
  her vehicle impacted the 2020 Chevrolet Camaro on the right front fender and did
  not push it onto a curb on the left side. The damages claimed by Ms. ********
  are not in line with the current loss.
  
  I
  advised Ms. ******** that we will not cover the damage she is claiming, and she
  accepted our investigation findings. We’re currently seeking clarification
  regarding rental, including a pending invoice and documentation, from Ms.
  ********.
  
  I
  hope this helped to clarify the concern. If you have any additional questions,
  please feel free to call me at *************    
  
  
  Sincerely,
  
  Maria
  ******
  Managed
  Repair Supervisor
  

• Initial Complaint

  Date:02/26/2025

  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 January 30, 2025, I gave my 17 year old son permission to drive to school and was hit by anpther driving stating that the car in front of my son swerved in front of her causing her to over correct and hit my son sending him over the curb and 7 inches from a concrete wall. My son was not on my insurance because he had just moved back into the home on January 3, 2025. After the accident I called the insurance company AND I spoke with the other driver who let me know she was in several accidents prior to this just a few months prior and that my son was NOT at fault. I recorded the conversation AND of her giving me her insurance information and ID. they said they could not use this information because her face is NOT identificable, however she has VERY distinct tattoos on her arms, which can be identified. The sheriff was also very sketchy and did not interact with my child but did, however, interact with the other driver, helping her take things out of her trunk and stating to her, in front my husband AND son, that my son did something wrong, to which she stated that was not correct several times. When I called the insurance they requested proof of my son’s address of where he was for the time he was not in the home. Asked me if he had his own room. Asked me for college applications just to finish the liability and coverage investigation. Now, on February 11, 2025, Progressive did not contact me but added my son on my insurance policy and states “NO FAULT ACCIDENT on 1/30/2025, 0 Points” according to CLUE. Since this was listed as of February 11, 2025, this is showing that liability has already been established! If this has been reported to the national reporting agency through LexisNexis. And it is now February 27, 2025 with NO results, my car is not operational and the claims adjuster Arianna ****** is not answering calls or emails from me or my lawyer. Progressive also added my son without my permission and did NOT ask my permission, and my car is not fixed.

  Business Response

  Date: 03/14/2025

  March
  14, 2025
  
  
  Better
  Business Bureau
  200
  Treeworth Boulevard
  Broadview
  Heights, OH 44147
  Attn:   Melissa Neal
  
  File:              ********/*******
  *******                              
  Claim:           ************         
  NAIC:            *********
  Progressive
  Select Insurance Company
  
  Hello
  Melissa,
  
  Mrs.
  ******* is represented by counsel and her attorney advised us not to
  communicate with Mrs. ******* regarding our investigation. We’ve directed our
  communication
  through her attorney throughout this process. We finalized our liability
  investigation on March 4, 2025, and advised her attorney of our findings. 
  
  Based
  on our investigation, we found that Mrs. *******’s son is a resident of her
  household and was added to the policy as a driver. We have also communicated
  the findings of our collision coverage investigation to Mrs. *******’s
  attorney.
  
  We
  will continue to work with Mrs. *******’s attorney to resolve the property
  damage claims.
  
  Should
  Mrs. ******* want to discuss options regarding changes to her policy, including
  potential cancellation of her policy, we ask that she contact our Policy
  Services department at **************. Our representatives are available to
  address any policy questions she may have and advise her of the potential
  effects of not carrying insurance. 
  
  Sincerely,
  
  Ryan
  *****
  Claims
  Manager

• Initial Complaint

  Date:02/26/2025

  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.

  Dec.09,2024 Flood
  I work in ********** LA and on this day It had flooded at my job . I let my insurance company know what had happened and that my car was involved in a flood and that the car wasn't starting / cutting off. with this being said the battery had died. they had someone come out to try and jump it off and it didn't work. they later had it towed to ****** on Manhattan which is on of there sites for inspections. They came back and said they could do anything there because it was a collision center. but these ppl had done told them it was flood damage total out they came back and said they needed it to go some place else. Now it went to *** auto where he said oh it was just a battery and oil I'm not checking nothing else. Now they telling me I have to bring it to another place since they didn't do what they wanted done. They just giving me the run around while I don't have away to and from work. lastly he going to tell me today about ********* collision center. and my reply was its a collision center didn't you have a problem with ****** being a collision center in the being since it wasn't from a wreck. Did ask them if they wanted to talk to the ppl I work for so they can tell them that it had flood back here or if they needed them to write a letter or anything. Since my car is the only one that hasn't been paid off or anything since Dec. He told me no n they know it was in the flood they just need to see how bad it was . They not understanding that nobody wants to deal with a flooded car. so i have been getting the run around . I don't have a car to get back and forth to work and it is starting to stress me out. Since they doing as if they do not care

  Business Response

  Date: 03/13/2025

   

  
  March 13, 2025
  
  Better
  Business Bureau, Inc.
  200
  Treeworth Blvd.
  Broadview
  Heights, OH 44147
  Attn:
  Melissa Neal 
  
  File:
  ******** / **** ********
  Policy:
  ********* (Personal Auto)
  Claim:
  ************
  NAIC: *********
  Progressive
  Paloverde Insurance Company
  
  
  Hello Ms. Neal,
  
  Thank
  you for sharing Mrs. ********’ concerns with us. I appreciate the opportunity
  to address this matter further.
  
  Mrs.
  ******** filed a flood claim for her 2012 GMC Terrain on December 23, 2024. Her
  vehicle was parked and unoccupied during a flood event on December 9, 2024. The
  vehicle was towed to ****** on December 30, 2024; however, ****** was unable to
  work on it. We agreed to move the vehicle to a shop of her choice.
  
  On
  January 9, 2025, Progressive re-inspected the vehicle at her shop of choice,
  ****. They advised that the vehicle only needed an oil change and a battery
  replacement. They completed an estimate that included a pre-scan. The total
  estimate amounted to $1,270.88, which is below Mrs. ********' $2,000
  deductible. The vehicle was not deemed a total loss.
  
  I
  spoke with Mrs. ******** on February 20, 2025, and she expressed concerns about
  possible water in her engine. On February 27, 2025, we agreed to have her
  vehicle towed to ***** **** for an engine diagnosis.
  
  On
  March 5, 2025, ***** **** confirmed that there was no water in the engine and
  that the vehicle was running properly. I also confirmed with ***** **** that
  Mrs. ******** is scheduled to pick up her vehicle on March 11, 2025. The total
  estimate for Mrs. ********' claim is $1,419.05, which remains below her $2,000
  deductible.
  
  If
  you or Mrs. ******** have any further questions, please to contact me at
  ************ or at *****************************.
  
  Sincerely,
  
  Nathaniel
  *****
  Progressive Claims Supervi

• Initial Complaint

  Date:02/25/2025

  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 Progressive policy through a broker, ********.
  
  The policy was 4/23/2024-10/23/2024
  
  The policy was paid in full
  
  When the policy ended, my car was put into storage.
  
  I’m getting my car out of storage this week (02/2025)
  
  I found out this morning that the policy auto renewed without approval or awareness last year (10/2024)
  
  Progressive has an outstanding balance for the unapproved renewal of $160.71.
  
  
  Progressive sent the balance to collections, and will not reverse the charge.
  
  I want the charge and outstanding balance removed.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  
  Better Business Bureau Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn: Melissa Neal  
  
  File: ******** – ******* *******
  Policy: ********* - Personal Auto                                                                    
  NAIC: *********
  Progressive Michigan Insurance Company   
  
  
  Hello Melissa,
  
  Thank you for sharing Mr. *******’s concerns. I’ve
  reviewed the policy and am happy to provide the following information.
  
  When Mr. ******* bought this policy on April 23,
  2024, he chose to have his payments automatically deducted from his bank
  account via electronic funds transfer (EFT). The authorization form he signed
  acknowledges we will deduct payments on the policy, including any renewals of
  the policy, and it explains the authorization remains in effect until Mr.
  ******* notifies us that he wishes to end it, either in writing, by accessing
  his policy online, or by calling us.  
  
  On September 26, 2024, we sent Mr. ******* a
  renewal offer for his next policy due to become effective October 23, 2024.
  With this notice, we let Mr. ******* know that we’d automatically withdraw his
  payment of $599 on October 23, 2024, to renew his policy, and if he did not
  want to renew automatically, to please contact us by phone. Because Mr. *******
  did not call us, we withdrew the scheduled payment of $599 and renewed the
  policy.
  
  Unfortunately, Mr. *******’s bank notified us that
  they did not honor the $599 payment. We reversed the payment from the policy
  and sent Mr. ******* a cancel notice both by email and U.S. Mail, letting him
  know we must receive his payment by November 17, 2024, to avoid cancellation. We
  did not hear from Mr. ******* or receive a payment, so the policy canceled
  leaving a balance due of $160.71.
  
  We charged him $129.34 for coverage from October
  23, 2024, to November 17, 2024, plus $11.37 for the prorated MCCA Deficiency
  Recoupment, MCCA Full Recoupment, and Statutory Assessment Recoupment fees, and
  a $20 returned payment fee, for a total of $160.71. We sent him two bills for
  the balance, and because we did not receive it, we referred the balance due to
  collections.
  
  On March 6, 2025, we received Mr. *******’s
  payment, satisfying the balance owed.
  
  Because the balance we reported was a valid amount
  that Mr. ******* owed at that time, we can’t remove it from his credit record. However,
  we have notified the collection agency to update the report to show he
  satisfied the balance.    
  
  If you need anything else, please let us know.  
  
  All the best,
  
  Rose
  Consumer Relations Specialist

• Initial Complaint

  Date:02/24/2025

  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 sent in a document saying I had insurance before I got with them and I sent to there email address and it don’t take that long to get something to the email and they put my insurance up to 236.34 and I’m not paying that much for insurance and there number is 1-800-776-4737

  Business Response

  Date: 03/11/2025

  
  March 11, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Melissa Neal
  
  File:            ********/********
  ******
  Policy:         *********/Personal
  Auto-NC
  NAIC:          *********
  Progressive Premier
  Insurance Company of Illinois
  
  
  Hi Ms. Neal,
  
  Thank you for sharing Ms. ******’s concerns with
  us. I appreciate the opportunity to assist.
  
  On January 6, 2025, Ms. ****** purchased auto
  insurance with us. She confirmed she had auto insurance coverage prior to this
  policy, so we included a Continuous Insurance Discount. To maintain the
  discount, we asked her to provide proof of her prior coverage from July 6,
  2024, to January 6, 2025. We asked her to provide that to us by January 28,
  2025, to avoid an increase.
  
  On January 28, 2025, we sent an Underwriting Memo
  asking her to provide the proof of prior insurance to us by February 11, 2025,
  otherwise we will remove the discount. We provided her with a list of documents
  that we can accept as proof.
  
  On February 15, 2025, we removed the prior
  insurance information, which removed the related discounts of Five Year
  Accident Free and Continuous Insurance: Silver, effective January 6, 2025. The
  rate increased by $201 and we sent a Declarations Page that outlined the
  changes.
  
  We also sent an Underwriting Memo that explained we
  removed the prior insurance information and increased her premium. We provided
  her with a list of documents that she could still send to us to review.
  
  On February 26, 2025, she sent us a bill from a
  debt collector, FirstPoint, dated for November 25, 2024. This is the same
  documentation she provided to the Better Business Bureau in her inquiry. We
  cannot accept this document as proof of prior insurance.
  
  The proof of prior insurance must be a Declarations
  Page or ID Card from a prior carrier showing coverage from July 6, 2024, to
  January 6, 2025. The proof must show her Bodily Injury Liability limits and
  list her as a covered driver. She can send this proof to
  **************************** and we would be happy to review it.
  
  We apologize for any frustration this process has
  caused. I'm hopeful this explanation provides the needed clarification.
  
  Regards,
  
  Emily K.
  Consumer Relations Specialist
  

• Initial Complaint

  Date:02/21/2025

  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.

  Summary
  Claim# ************ My mother was rear ended by a person who has progressive insurance. She was stopped so it was completely the other persons fault. It's been over 2-1/2 weeks since I opened the claim and am not getting any communication from the agent.
  
  History of events
  2/4/2025- emailed Nathalie (progressive claim adjuster) body shop estimate and photos of the vehicle damage
  2/5/2025- sent email to Nathalie to follow up
  2/6/2025 Followed up with email to Nathalie
  2/7/2025 left v mail for nathalie
  2/10/2025 left vmail message to Neshia ****** her supervisor @ ************
  2/13/2025- Submitted photos via progressive app morning
  2/13/2025 3:00pm Nathalie called and i spoke to her she said she will contact black mtn collision to authorize start of work. She said she would also provide a copy of the authorization to me today which did not occur as of 5:30pm. She said that rental car expense would not be covered
  2/13/2025- I wrote Nathile an email requesting copy of authorization to begin work. and requested she confirm progressive will reimburse for rental car expenses given that in CA it should be covered under his liability coverage and if not she needs to provide legal document showing
  2/17/2025 dropped off vehicle 10:30am black mountain collision
  2/17 called and notified Tanya (progressive adjuster agent) I dropped off vehicle she also sent email to nathalie and her supervisor requesting them to follow up with me regarding rental car reimbursement
  2/18/2025 Tanya (Progressive agent) assessed the vehicle and submitted to Nathile PD release
  2/20/2025- Contacted Nathile phone and she said she was waiting manager (James ****) approval. So i called and left a Vmail and sent email to James C to follow up but no response
  2/21/2025- Called James again leaving another vmail to follow up

  Business Response

  Date: 03/07/2025

  March
  7, 2025
  
  
  Better
  Business Bureau, Inc.
  200
  Treeworth Blvd.
  Broadview
  Heights, Ohio 44147
  Attn:
  Melissa Neal
  
  File:
  ******** (******* *****)
  Claim:
  ************ (Personal Auto)
  NAIC:
  *********
  United
  Financial Casualty Company (California)
  
  
  Hello
  Ms. Neal, 
  
  We received your correspondence
  sharing ******* *****’s concerns with us. I appreciate the opportunity to
  respond.
  
  I reviewed this February 1, 2025,
  claim involving a 2007 Ford Econo Club Wagon driven by our customer, ******* ********, and a 2007 Toyota Corolla driven by ******* *****, ******* *****’s
  mother, where we accepted 100% liability. I hope you find this information
  helpful with providing a summary of this claim.
  
  We completed an initial estimate for
  Ms. *****’s Corolla based on photos received and she chose to repair her
  vehicle at Black Mountain Collision. Throughout
  our review of this claim, we determined that the total Property Damage amount, including
  any supplements and rental expenses she might incur, would exceed our
  customer’s available Property Damage coverage limit amount, which we
  communicated with Ms. *****.
  
  On February 24, 2025, we sent Ms.
  ***** a property damage release for our customers available Property Damage
  coverage limit amount of $5,000. Upon return of her signed release, we will
  send payment to Ms. *****.
  
  I apologize for the concerns *******
  *****’s expressed about his mother’s claim and any delays she may have
  experienced. Rest assured the steps we are taking remain necessary to move this
  claim forward. Note, we will be unable to issue total property damage payments exceeding
  our customer’s limit amount.
  
  If Ms. ***** has any questions on the
  status of her claim, she can also contact Supervisor Kimberly ********* at
  ************ (******************************************) or Manager Jasmine ****** at
  ************ (*****: *******************************.
  
  Sincerely,
  
  Jordan
  C.
  Compliance
  Supervisor
  

• Initial Complaint

  Date:02/20/2025

  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.

  My daughter was pulling out of a McDonald's parking lot and was struck by ****** ******** on the right rear door of her vehicle causing damage to the right rear quarter panel, significant damage to the door, and damage to the window regulator.
  
  Upon my first call with Progressive, Jasmine, the claims adjuster for Progressive, very clearly stated that they would be accepting liability on this claim after we had provided details of how the accident occurred. I guarantee that call is recorded in their system. I request access to that call from them as proof that they made that commitment on the first call. I believe that call occurred on 02/04/25 at 12:56 PM.
  
  She later called and said that they changed their mind due to conversations they had with ****** ********. They requested that I personally get a copy of the police report, which I did. She also asked for videos and a drawing of what happened. She used those videos to claim that we are 70% at fault which is ridiculous considering my daughter reported at the time of the police report that she had turned around and saw ****** impact her vehicle.
  
  Jasmine, the claims adjuster for Progressive, the insured came to an unreasonable conclusion on who is at fault in this accident. It feels they are doing so to protect their insured. They determined 70% fault for my daughter. Jasmine refuses to provide any detail behind how she arrived at that conclusion which is unreasonable and unfair.

  Business Response

  Date: 03/14/2025

  March
  14, 2025
  
  
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal
  
  
  
  File: ********/****** ******* 
  Policy: *********
  Claim: ************
  NAIC: ********* Progressive Advanced Insurance Company
  
  Dear Ms. Neal,
  
  Thank you for bringing ****** *******'s complaint to our attention regarding
  the incident involving his daughter, *******, and our customer, Cassie
  ********. I appreciate the chance to clarify this situation.
  
  We spoke with Mr. ******* and reviewed the accident details. He explained Miss
  ******* was stationary waiting to turn and noticed Ms. ******** coming towards
  her. Ms. ******** hit Miss *******’s door.
  
  Ms.
  ******** reported that she was leaving the McDonald's drive-thru and heading to
  the exit when Miss ******* suddenly turned left in front of her, causing a
  collision.
  
  We
  determined that Miss ******* was 70% at fault for not yielding the right of
  way, while Ms. ******** was 30% at fault. We reached this decision after
  thoroughly reviewing all evidence, including the police report, which confirmed
  Miss ******* turned left in front of Ms. ********.
  
  I understand Mr. ******* might not agree with this outcome. However, our
  decision is based on a careful investigation and our responsibility to protect
  our insured. We have shared our findings with Mr. ******* and explained the
  reasoning behind our conclusion.
  
  If Mr. ******* has more questions or needs further assistance, please feel free
  to contact us at ******************************
  
  Sincerely,
  
  Melissa *******
  Response
  Coordinator

• Initial Complaint

  Date:02/20/2025

  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.

  Inquired about filing a claim. I had water enter my vehicle and did damage to the inside. I have mold and mildew all over and with children it worried me. I neer filed an insurance claim in my life. I reached out to Progressive with the exact info that happened and instead of telling me they dont cover water damages, they tell me that I need to have it scheduled for an inspection estimate to determine the costs of damages. I coordinated with the rep the day and time of inspection. She was on board and everything seemed great. Well the garage was half way done inspecting my car and the progressive rep stopped by and immediately called me to tell me that it was denied. the garage tore out my interior so they could inspect properly. the claim was water damage so they were completely aware of what needed done to get an estimate. now the garage has half of my car ripped apart and needs another day to put it back together. they want paid for the estimate time and Progressive said its on me? I didnt have work done, this was clearly to estimate damages caused by water. Progressive told me to set it up take it to a garage. If i was going to be charged $600-$700 i would have just taken it to a professional detail shop and paid $300 to have it looking better and mold taken care of. this is crazy how am I responsible for costs to have an estimate?? they are being very rude and ignorant. my car is upside down an this has put a huge hold on my life. I have 5 children. i just want treated fairly.

  Business Response

  Date: 03/10/2025

  
   March 10, 2025
  
  
  Better
  Business Bureau, Inc.
  200
  Treeworth Blvd.
  Broadview
  Heights, OH 44147
  Attn:
  Melissa Neal      
  
  File:    ********/******* ********         
  Policy: ********* (Personal Auto – PA)    
  Claim: ************            
  NAIC:  *********
  Progressive
  Specialty Insurance Company   
  
  
  Hi
  Ms. Neal,   
  
  Thank
  you for bringing these concerns to our attention. I'm happy to explain what
  happened. I hope this helps resolve any questions or concerns. I’ve included
  bullet point of what occurred.
  
  On January 31, 2025, the claim was reported to us by Mr. ********.
  The claim was reported with the facts of loss listed as water entering the vehicle from unknown source.
  On February 6, 2025, Mr. ******** sent in photos and videos of the damage showing mold on the seat belts
  On February 7, 2025, we spoke with Mr. ******** over the phone and discussed the claim and the facts of loss being water damage from unknown source.
  On February 7, 2025, we texted with Mr. ********, and we advised him that the vehicle needed to go to a shop to locate the water leak. Also, to determine if there would be coverage for the loss
  On February 17, 2025, Mr. ******** advised us of his shop of choice. He directly chose the shop.
  On February 18, 2025, Mr. ******** dropped the vehicle off at his shop of choice.
  On February 19, 2025, we completed the inspection at the shop. The same day, we communicated the estimate results to Mr. ********.
  At the time of the
  inspection, it was determined that the water coming into the vehicle through
  the seam sealer on the rear lift gate that was breaking apart due to wear and
  tear.  There was rust discovered on the
  lower portion of the seats in the vehicle from the water, indicating that this
  was not a sudden or direct damage.
  
  At no time did we
  direct Mr. ********’s shop of choice to disassemble the vehicle, start or
  complete repairs, or agree to any payments on the vehicle to date. Mr. ********
  also referenced the cost of the repairs being $600 – $700 total, based off the
  Progressive policy in regards to payment for estimates and repairs. If there
  was valid coverage, it would’ve been made after the $1,000 Comprehensive coverage
  deductible that Mr. ******** choose for the vehicle.
  
  I hope I’ve cleared
  up what occurred. If you have any questions, please free to contact me.
  
  Sincerely,
  
  Nicholas ******** 
  Claims Supervisor
  878-332-3167