Progressive Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

My name is [redacted] ***Drivers license number [redacted] ***I don't have the policy number cause that's been a few years agoI saw on my credit report you sent to collections saying I owed $but when you cancelled my policy I had made a payment and you returned itWhy return a payment then send to collections saying I owe you money makes no sense

February 15, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance Company Ms [redacted] ,I’m writing in response to your letter dated February 7, I appreciate the opportunity to address Ms***’s concerns about her recent claim.When we review repair options with our customers, we typically advise them to note the following items.1) The repair typically corrects the damage and helps avoid spreading, but a small blemish will likely show where the repair was done.2) If the damage spreads or if they are dissatisfied with the repair results, we will replace their windshieldIn that event, they would be responsible for their deductible and we would pay the balanceOur records show we spoke with Ms [redacted] on December 8, 2015, to go over her repair optionsWe reviewed the call and confirmed that our representative provided Ms [redacted] with accurate information, in line with the items aboveWe did not note any statements made by our representative that would indicate we gave her incorrect informationIn addition, no questions or concerns were raised that would indicate a misunderstanding.I’m sorry if Ms [redacted] may have misunderstood the information we provided herHowever, based on our review, we are unable to waive her deductible for a replacement of her windshield.If you have any questions, please call me at 1-440-910-7503.Sincerely, Jesus R [redacted] Jesus R [redacted] National Claims Unit

(The following was copy/paste by Revdex.com staff - ***)***July 7, 2017Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Premier Insurance Company of IllinoisMr [redacted] ,We're writing in reply to your email on July 3, We're sorry that Ms [redacted] is upset with the way we handled this claim and her policyWe hope this helps to clear up what happened and why.A third party seeking damages under Ms [redacted] ’s policy reported a loss to us on July 19, 2016, for an accident on June 18, Based on the evidence we obtained through our investigation of this claim, we determined Ms [redacted] was at fault for the accidentWe also determined the most appropriate way to protect her best interest was to resolve the third-party's claim and remove Ms [redacted] ’s exposureWe added this at fault accident on Ms [redacted] 's latest renewal policy.We're sorry that Ms [redacted] thinks we have no legal right to settle the claim and update her policy, but our policy contract with her permits us to do so.The Settlement of Claims section states: We will settle or defend, at our option, any claim for damages.The Changes section statesin part: The premium for this policy is based on information we received from you and other sourcesIf this information is determined by us to be incorrect, incomplete, or if it changes during the policy period, you agree that we may adjust your policy information and premium accordinglyIn her complaint, Ms [redacted] mentioned her concern that if she stops a payment we'll cancel her policySince she canceled her policy effective March 25, 2017, she can put that worry behind her.We know it isn't what she wants to hear, but we're unable to honor her request to change the way we handled the claim or updated her policy while it was active.We've attach copies of the policy, Final Bill, and claim payments for your reviewIf you have any claims questions, please call William at 240-500-If you have any policy questions, please call Dona at 440-395-3384.Sincerely,William M [redacted] Dona R [redacted] William M [redacted] Dona R [redacted] Claims Supervisor Consumer Relations Specialist

August 10, 2016RevDex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115 Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: **- [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company... Name: Progressive Advanced Insurance Company Ms. [redacted] ,I’m writing in response to your letter dated August 4, 2016. I appreciate the opportunity to address Ms. ***’ concerns.On October 3, 2015, Ms. [redacted] reported the incident to us. We determined the 2009 [redacted] was not a total loss, and we wrote an estimate to have the vehicle repaired. We reached an agreed price with Ms. ***’ shop of choice, [redacted] of [redacted] , to repair the vehicle, and they agreed the vehicle was repairable. [redacted] of [redacted] completed the repairs in late October of 2015. In March of 2016, Ms. [redacted] contacted us and complained that her car was having difficulties accelerating. She took her car back to [redacted] of [redacted] for diagnosis. The service manager there explained that since she has a [redacted] transmission, which is a sealed transmission, it is highly unlikely that water intruded into the transmission. It was their opinion that any issues Ms. [redacted] was having with her car were not related to the October incident. In July of 2016, Ms. [redacted] complained that her door locks were engaging and disengaging on their own and again stated the vehicle was not accelerating correctly. She took her vehicle to [redacted] in Fredericksburg for diagnosis and repair. The service manager there has been unable to duplicate the problems Ms. [redacted] described with her transmission. He indicated that they drove the car on a 60 mile round trip on the interstate, and they were unable to duplicate any problem with the transmission.We asked the service manager if he believed that water could intrude into a [redacted] transmission. He explained that it was his opinion that it could not. He advised that if water did penetrate the transmission in some way there would be far more problems than what Ms. [redacted] has described. He went further to say that the [redacted] transmission on this year, make and model is known for having problems like the ones described by Ms. ***. A quick internet search confirmed what the service manager told us about these transmissions. He feels any problems Ms. [redacted] described are unrelated to this water incident from October 2015. The car has been driven 9,469 miles since it was first in the shop last October. We’ve agreed to cover the locking problem with the door, because it is possible that was caused by the water incident. We arranged to meet Ms. [redacted] at [redacted] on Wednesday, August 10, 2016, to review the transmission complaint in person. We also received permission from her to obtain a transmission fluid sample from her vehicle to confirm or rule out any water that may have gotten into the unit. I’m sorry this has been a difficult process for Ms. ***. If you have any questions, please call me at 1-540-759-3372. Sincerely,Andrew L**Andrew L**Claims ManagerEnclosure

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

December 21, 2015RevDex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] *** Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive... Direct Insurance Company [redacted] ,I’m responding to your letter dated December 16, 2015. Thank you for the opportunity to clarify the situation. [redacted] ***’s most recent policy period was from December 11, 2014 to June 11, 2014. I have enclosed a copy of her entire accounting history. Please review this time period on the documents enclosed. Multiple times during this period [redacted] had issues with late payments and payments that were not honored by her bank. We did issue a credit to the policy for a rate change in May of 2015 when she changed the policy address. This credit (-$54.61) updated her final installment bill for the policy from $403.13 to $348.50. A corrected invoice was issued on May 6, 2015 for the amount. [redacted] made a payment via credit card on May 14, 2015 for $39.64 and we issued a credit of -$15(courtesy waive of a $10 late fee and $5 installment fee) which reduced the final payment balance to $318.86.The balance due of $318.86 was to pay for coverage provided until the policy expiration date of June 11, 2015. A final invoice was sent on July 1, 2015, requesting payment. Because we didn’t receive payment, the balance was turned over to our collection vendor.If [redacted] obtained other insurance coverage prior to June 11, 2015, and she provides documentation of the coverage, we will revise our policy cancellation date and credit the remaining balance accordingly. She can fax the information directly to me at 1- [redacted] , please be sure to note her policy number on the documents.We respectfully deny her request to remove the balance due as it is valid. If she’d like to make payment arrangements with our collection vendor, they would be happy to speak with her to make arrangements. She can contact Credit Collections Services at 1- [redacted] .I’m sorry for any inconvenience this has caused [redacted] ***. If you have any questions, please call me at 1- [redacted] .Sincerely,Nancy A [redacted] Nancy A [redacted] Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)***June 30, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Mr [redacted] ,I’m writing in response to your letter dated June 26, Thank you for forwarding Ms [redacted] ’s concernsI completely understand the importance of maintaining a good credit history, and I can appreciate Ms [redacted] wanting to check into this furtherI’ve reviewed the policy and am happy to explain why her rate increased and why she has a balance due in collections.Ms [redacted] ’s policy initially started effective August 16, 2016, for a six-month rate of $1,104, and monthly payments of $185, due September 16, through January 16, When Ms [redacted] purchased the policy, she asked us to exclude [redacted] and [redacted] [redacted] as drivers on the policyOn September 8, 2016, we sent Ms [redacted] a letter asking her to send us a document from her prior insurance company, so we could confirm continuous coverage, and we asked her to fill out the Named Driver Exclusion form to continue to exclude the drivers on her policyWe explained in this letter that if we didn’t receive the signed form by September 21, 2016, we’d add the drivers to the policy.On September 16, 2016, we attempted to withdraw the scheduled payment of $183.32, but Ms [redacted] ’s bank didn’t honor the paymentWe added a $returned payment fee to the policy, and sent Ms [redacted] a Cancel Notice, letting her know we must receive the payment by October 18, 2016, to avoid cancellationWe received the $replacement payment and reinstated the policy.Then, on September 21, 2016, we sent Ms [redacted] another letter, letting her know that we were unable to verify the address where she keeps her vehiclesWe asked her to send us a document showing her name and complete address to maintain the current rateWe included a list of documents that we’d accept and asked her to send it to us by October 11, 2016, to avoid an increase in the rateIn reviewing the policy, I see that because we didn’t receive the signed Driver Exclusion form, we added Justina and Judith to the policy, which increased the rate by $2,We sent Ms [redacted] a revised Declarations Page and a letter, letting her know why the rate increasedWe also sent her a revised Payment Schedule, letting her know we’d withdraw $1,from her account on November 16, This was the October and November payments combined and include the additional charges for adding the driversOn October 20, 2016, we changed the garaging address on Ms [redacted] ’s policy to reflect the one listed on her consumer reports, because we didn’t get a response to our request for verification of her complete addressThis change increased the policy an additional $1,We sent Ms [redacted] a revised Declarations Page and a letter explaining why her rate increasedWe also sent a revised Payment Schedule, letting her know the November 16, payment changed to $2,483.91, to include the additional charges.On November 16, 2016, we attempted to withdraw the scheduled payment of $2,483.91, but the bank didn’t honor the paymentWe charged a $returned payment fee and sent Ms [redacted] a Cancel Notice, letting her know we must receive the payment by December 19, 2016, to avoid cancellation of the policyWe also removed EFT from the policy because of the returned payments, which increased the rate by $47.36, and we added a $charge because we didn’t receive the returned [redacted] * device we previously requestedOn December 8, 2016, Ms [redacted] sent us a document confirming her complete addressWe corrected the address on the policy, which resulted in a credit of $1,We also made an accommodation to remove the $returned payment fee, and Ms [redacted] made a partial payment of $that same dayWe sent Ms [redacted] a revised Cancel Notice, letting her know we must receive a payment of $1,by December 30, 2016, to avoid cancellationOn December 28, 2016, we received a signed Driver Exclusion form for Justina MbuguaWe excluded Justina effective September 27, 2016, as requested, which resulted in a credit of $However, because we didn’t receive the full amount required to keep the policy in force, the policy canceled, leaving a balance due of $1,We sent Ms [redacted] two bills for the remaining balance and eventually referred the balance to collections.If Ms [redacted] replaced her coverage prior to December 30, 2016, and will send us a copy of her new policy showing the effective dates and coverage on the same vehicle, we’ll be happy to review the document and apply any credit necessary toward the remaining balance dueShe can email the documents to me at [redacted] , or fax it to [redacted] Please have her include this policy number on any documents submitted.I hope this information helps explain why Ms [redacted] has a remaining balance dueIf you have any questions, please call me at [redacted] Sincerely, Rose SConsumer Relations Specialist Enclosures

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I only agree and accept, IF I receive my total reimbursement Revdex.com, you guys have been MOST helpful! Regards, Dena [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowI am not pleased with the explanation because I still have no received a reason as to why I was rated for claims during when only one was madesigned during for a $glass claim through progressive while the other was placed through all state because another driver hit my vehicle while it was parked because she lost her brakesAs I stated to the representative I will pay it when I have it but this is ridiculous I have been cheated out of money by this companyAnd the worst part is every single person I talk to has a different reason as to why I pay so muchTerrible customer service Regards, [redacted]

(The following was copy/paste by Revdex.com staff - LST)***February 9, 2018Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: Jamie R [redacted] Policy Number: [redacted] Policy Type: Motorcycle NAIC Code: [redacted] Company Name: Progressive Advanced Insurance Company MrT [redacted] c,I’m writing in reply to your inquiry dated February 9, We want to resolve MrR [redacted] ’s claim, but we need his cooperation before we can consider making payment for the lossI’m happy to explain what’s going on On September 21, 2017, MrR [redacted] reported the theft of his Honda [redacted] Unfortunately, he has not cooperated with the terms of his Policy Contract concerning cooperating with our investigationWe’ve asked for a recorded statement and necessary documents regarding the specific timeline and facts of loss multiple times, but he has not provided themIf MrR [redacted] provides the necessary information outlined in the December 19, letter, we’ll be happy to consider that information as part of his claim file and review our coverage decision accordinglyIf you have any questions, please feel free to call me at [redacted] Sincerely,Scott W [redacted] Scott W [redacted] Claims Supervisor

July 21, RevDex.com Euclid Avenue, 4th Floor Cleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State Insurance Company [redacted] , I’m writing in response to your follow up letter dated July 14, As stated in my original response, we are working with [redacted] to address and rectify her concerns with the repair work completed to her [redacted] ***As of our last conversation with [redacted] , we had offered to pay for a safety check of her vehicle at the shop of her choiceWe are waiting to hear back from her regarding this, as she wanted to speak with her fiancé before committing to a safety inspection In response to [redacted] ’ other concern, Chris [redacted] S [redacted] is the manager for this territory and is [redacted] ’ primary point of contact for resolution of this claimI, as well as Mr [redacted] S [redacted] direct manager, will continue to oversee the resolution of the claim and will remain available for any questions or concernsI reached out to [redacted] this morning to explain my role and how I can be of assistance in resolving her claim concerns If you have any questions, please feel free to call me at 1- [redacted] Sincerely, Scott W [redacted] Scott W [redacted] Claims Manager

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

May 19, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Motorcycle NAIC Number: [redacted] Company Name: Progressive Universal Insurance CompanyMs [redacted] ,I'm writing in reply to your email dated May 12, Our customer reported this claim to us on March 9, 2016, after his attempts to go through [redacted] Insurance, Ms [redacted] ’s insurance company, were unsuccessful Liability in this matter is disputed and both drivers involved have obtained counsel to represent them in this matterPrior to finalizing our liability investigation, we've given our customer’s attorney an opportunity to provide us with the alleged video evidence that apparently exonerates our insured driver If we do not receive this additional evidence by May 23, 2016, we will finalize our liability investigation and communicate our decision to all parties involvedI'm sorry for any inconvenience Ms [redacted] has experienced Please call me with any questions at 1-309-407-3240.Sincerely,Terry B***Terry BrayClaims Manager

Please find our response regarding file number : [redacted]

October 19, Revdex.com Euclid Avenue, 4th Floor Cleveland, OH 44115- Attn: [redacted] RE: File Number: [redacted] File Name: Anna L [redacted] Policy Number: [redacted] Claim Number(s): [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive American Insurance Company MrT [redacted] , I’m writing in reply to MsL [redacted] s rebuttal to my October 4, letter Our position regarding the personal effect items not being covered remains unchangedIf MsL [redacted] has home owner’s insurance, she may wish to contact them and file a claim for the items Regarding the two claims, as noted in our October 10, response, we feel the incidents were separateWe’ve waived the $Comprehensive deductible for each claimWe’re not able to make any other financial allowances We remain committed to getting MsL [redacted] s vehicle back to pre-loss conditionOur estimator, Sean F [redacted] , has been in contact with the body shop and will provide her with weekly updates on the repair statusHe has extended MsL [redacted] s rental through October 25, 2017, which is the scheduled repair completion date Please don’t hesitate to contact me at [redacted] with any questions Sincerely, Henry M [redacted] Claims Manager

March 24, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Boat NAIC Code: [redacted] Company Name: Progressive Southeastern Insurance Company Ms [redacted] ,I am writing in reply to your inquiry dated March 18, Thank you for the opportunity to clarify the situationOn March 14, 2016, Mr [redacted] reported the claim to usOn the same day, we secured a statement from him about the incidentWe assigned Claims Representative Russ [redacted] to the claimMr [redacted] stated that on March 12, 2016, he was out on Lake Gaston when his boat struck a submerged object, either debris or a submerged stumpOur representative completed an inspection of the boat that same day and took pictures of the damages to the propeller and lower gear caseMr***’s inspection of the boat revealed only one propeller blade separated from the propeller hubHe also noted a scraping impact to the cavitation plate directly above the propeller mounting areaThe damage identified is consistent with the failure of only one propeller blade, neither of the other two blades show any sign of impact damageThe damage to the gear case appears to be from the impact between the failed blade and the case itself when the blade separated from the propeller hubAdditionally, there is no damage located to the hull of the boat or to the front of the lower gear case, which we expect if the boat struck a submerged object while moving forwardThe damage was limited to the propeller blade and rear-facing portion of the gear case onlyMr [redacted] collaborated with his supervisor, and they determined the propeller failed structurally, which very likely felt like an “impact” while under powerOur policy contract specifically excludes coverage for the failure of the propeller bladePages 16-state the following “Coverage under this Part IV will not apply for loss: caused directly or indirectly by: awear and tear; bgradual deterioration of any kind including, but not limited to, weathering, rust, corrosion, mold, wet or dry rot, osmosis, delamination, or blistering; cdock rash or other gradual marring or scratching; dmechanical, electrical, or structural breakdown; or eany design, manufacturing, or latent defect;of any watercraftThis exclusion does not apply: aif the damage results from the theft of a covered watercraft; or bto ensuing loss caused by consequential sinking, burning, explosion or collision of a covered watercraft; due and confined to: awear and tear; bmechanical, electrical, or structural breakdown; or cany design, manufacturing, or latent defect; of any trailer;”Based on this coverage exclusion, Mr [redacted] completed an estimate for the replacement of the lower unit gear case due to the damage sustained from the impact with the failed propeller bladeOn March 17, 2016, we issued payment to MrHoffman, less his $ Collision deductibleUnfortunately, there is no coverage available for the failed propeller bladeOn March 18, 2016, we sent a letter and verbally informed Mr [redacted] of our decision If you have any questions, please call me at 1-240-500-Sincerely, Syd P***Syd P***Claims ManagerAttachment

Attached is our response and supporting documentation

Response attachedSBusiness response copied and pasted below by BBB staff MT 3/20/17:March 17, 2017RevDex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Consumer Name: [redacted] ... [redacted] Quote Number: [redacted] Ms. T [redacted] I’m writing in reply to your letter dated March 5, 2017.Our records indicate Ms. W [redacted] attempted to obtain a quote with our company. When we reviewed the quote, we received information that Ray [redacted] was a potential driver in the household. Therefore, we asked out for additional information. However, there was a misunderstanding that the information Ms. W [redacted] submitted wasn’t viewed as acceptable proof when it was acceptable.I’m so sorry for the frustration Ms. W [redacted] experienced. It wasn’t our intention to for this to happened. We were only following procedures when an individual is showing up as a household member.Ms. W [redacted] is absolutely right in feeling the way that she did regarding our actions. Please know that we do have procedures in place for those who are, or have been, in an abusive relationship. We will never contact the abuser once we are made aware of the situation. I see that Ms. W [redacted] did make us aware of her situation, prior to us sending the email for additional information, and I am sorry for our mistake. We do train our representatives to be aware of what the customer needs are. In view of this situation, we are providing feedback to the representative involved so we can be sure this does not happen again going forward.We regret losing Ms. W [redacted] as a customer and the frustration this caused. We will make every effort to prevent this from happening again. We hope that she will consider us again in the future. If you have any questions, please call me at [redacted] Sincerely,Annie ***Annie ***Consumer Relations Specialist

August 30, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs [redacted] ,I’m responding to your letter of August 19, Thank you for the opportunity to clarify the situation.Ms [redacted] purchased her policy originally in March of As policy Renewal Offers are extended, the price usually does change from one term to anotherHer current policy term of March 16, to September 16, price is $or about $per month for six installmentsWe’ve sent a Renewal Offer for September 16, to March 16, for $or about $per month.The recent August claim is considered a waived claim and did not affect the price of the policy at allThe reason for the increase is a change in our policy ratesWe filed an adjustment to our rates with the state of OhioThe new rates affect all customers as they renew on or after July 15, 2016.I’m sorry for any inconvenience this increase has caused Ms***Our Renewal Offers are sent out approximately a month in advance to respectfully give our customers the option to review at the offered rate or to make other arrangements for their insuranceIf you have any questions, please call me at 1-440-620-6943.Sincerely,Nancy A [redacted] Nancy A [redacted] Consumer Relations Specialist