Progressive Corporation

October 21, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Universal...

Insurance Company Ms. [redacted],I’m writing in reply to your letter dated October 15, 2016. Thank you for the opportunity to clarify the situation. On August 2, 2016, Ms. [redacted] purchased a six-month Oregon policy, effective until February 2, 2017. At that time, she elected automatic payments for her policy, which we scheduled for withdrawal on the second day of each month. On September 13, 2016, Ms. [redacted] called to obtain a quote for a new policy in another state. On October 2, 2016, we withdrew the monthly payment of $133.59 as scheduled.On October 4, 2016, Ms. [redacted] called to cancel her policy effective the same date.On October 7, 2016, Ms. [redacted] called to dispute the withdrawal of her October payment, indicating that she had previously requested to cancel her policy on September 13, 2016. She asked that we reimburse her for overdraft fees she incurred with her bank because of our error. In response to Ms. [redacted]'s concerns, we completed a review of her call to us on September 13, 2016. During the call, she stated that she could not purchase the new policy we quoted for her and wanted to keep her current policy active. She indicated that she would call us back if she decided to purchase another policy. We did not receive a request from Ms. [redacted] to cancel the policy until October 4, 2016, at which point we had already submitted the scheduled October payment to Ms. [redacted]'s bank for withdrawal.Ms. [redacted] then stated that she had actually obtained other insurance on September 16, 2016. Based on this information, we revised the cancellation date of her policy from October 4, 2016, to September 16, 2016. However, we declined to reimburse her for any overdraft fees.On October 11, 2016, Mr. [redacted] called to make a second request for reimbursement of the overdraft fees charged by his bank. He indicated that we withdrew two payments from his bank account in October for $133.59. We called out to Mr. [redacted]'s bank to clarify his payment concerns. US Bank confirmed that they completed our first attempt for payment withdrawal on October 4, 2016, with a second attempt on October 11, 2016. Our bank will automatically attempt to present a payment a second time should the first attempt be unsuccessful. US Bank did not honor either attempt for the payment withdrawal of $133.59. We again declined to reimburse any overdraft fees for Mr. [redacted]. On October 14, 2016, Ms. [redacted] called to make another request for reimbursement of overdraft fees. She stated that she notified us of her request to cancel, but we still attempted to withdraw the October payment multiple times. When Ms. [redacted] requested to cancel her policy on October 4, 2016, we had already submitted the payment withdrawal request to her bank two days prior. We are unable to prevent a second attempt from occurring if the first attempt for payment is unsuccessful. We again explained to Ms. [redacted] that because an error had not occurred on our part, that we would not be able to reimburse her for any bank fees. She then disconnected the call. I'm sorry for the financial difficulty this situation has caused the [redacted]s. While I cannot offer to reimburse the overdraft fees as they’ve requested, as a courtesy, I've waived the fee charged for the returned October payment, which will result in a refund of $10.24 to the bank account we have on file for them.  If you have any questions, please call me at 1-440-910-6392. Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations Specialist

Revdex.com
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
Attn[redacted]
Re: File Number: [redacted] 
Customer Name: [redacted]
Policy Number: [redacted] 
Policy Type: Personal Auto
NAIC Number: [redacted]  
Company Name: Progressive Casualty...

Insurance Company

Mr. T[redacted],
Thank you for your October 7, 2017 letter and for forwarding Mr. D[redacted]’s concerns about his bill. I can certainly understand how frustrating it must have been for him to receive a bill for a higher amount that what he was expecting. I’ve reviewed the policy and am happy to explain what happened.
On July 17, 2017, Mr. D[redacted] called and asked us to remove the 1994 Mazda truck from his policy and add a 2009 GMC Yukon. Mr. D[redacted] is right. During this conversation, our representative did tell him his payment for September would be $534.59, and his remaining payments would change to approximately $362, which was incorrect. When we processed the vehicle change, we sent Mr. D[redacted] a bill for $634.59, due September 1, 2017, which should’ve been the right amount based on the change in vehicles.
On September 1, 2017, Mr. D[redacted] made a payment of $546.70. Because this was not the full amount due, we sent him a Cancel Notice, letting him know that we must receive the remaining $87.89 by September 21, 2017, to avoid cancellation.
Because this was our mistake, we’ve reinstated Mr. D[redacted]’s policy and let him know that we’ve corrected his payments to $384.63 as initially quoted for the remainder of this policy period.
I’m sorry for our mistake and the frustration we caused. If you have any questions, please call me at [redacted].
Sincerely,
Rose S[redacted]
Rose S[redacted]
Consumer Relations Specialist
Enclosures

[redacted]May 25, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn:  [redacted]   Re:  File Number: [redacted]        Customer Name: Andrew [redacted]     ...

 Policy Number: [redacted]       Policy Type: Motorcycle       NAIC Number: [redacted]       Company Name: Progressive Advanced Insurance Company Mr. [redacted]I’m writing in reply to your letter dated May 19, 2017. Thank you for allowing me the opportunity to address Mr. [redacted] concerns. I’m sorry for the frustration that this caused him.On May 8, 2017, we issued an annual policy for $172, which included the November 15, 2016 speeding violation in the rating. We consider the ‘Speed not to impede traffic’ as a speeding violation. If Mr. [redacted] feels that this isn’t correct, he must contact the Arizona Department of Motor Vehicles for a correction.In accordance with our filed rating plan, we’ll apply a surcharge to any accidents or moving violations occurring within the 35-month period prior to the inception date of the policy and at renewal. The only way that we’ll remove a violation, is to receive a motor vehicle report, confirming that the violation has been deleted from a customer’s driving record. Because this violation is considered a part of Mr. [redacted] driving record, a refund isn’t due.If you should have any questions, please call me at [redacted].Sincerely,Annie [redacted]Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]July 24, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted]Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive [redacted] Insurance Company    Mr. [redacted], I’m writing in response to your follow-up letter dated July 17, 2017.Once we turn an unpaid balance over to the collection agency, they work directly with the customer to negotiate any payment arrangements to satisfy the unpaid balance owed. Unfortunately, we’re not aware of any agreement made between Mr. [redacted] and [redacted]); therefore, Mr. [redacted] will have to contact [redacted] about that agreement.If you have any other questions, please call me at 440-620-6944. Sincerely, Rose S[redacted]Rose S[redacted]Consumer Relations Specialist

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]

(The following was copy/paste by Revdex.com staff - [redacted]September 27, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115Attn: [redacted]RE: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Universal Insurance CompanyMr. [redacted], I’m writing in response to your September 21, 2017 follow-up letter.It appears there may’ve been some miscommunication regarding Mr. [redacted]’s ability to use his own policy for repairs to his 2016 GMC Canyon. In his letter, Mr. [redacted] explains that he was told he’d have to pay all the costs of repairs until we settle the claim. I’m unable to locate anything in our file to indicate that this was discussed with [redacted]. I do see that we offered to handle the damage to the 2016 GMC Canyon under [redacted]s Collision coverage, which carries a $500 deductible.  To date, we’ve offered to waive [redacted]s deductible because of the length of time it’s taking to resolve his claim and left him a message to call us back if he’d like to use his own policy. He declined using his own coverage in previous conversations.To address [redacted]s concern about the police report, we’ve ordered it from the [redacted] on several occasions. [redacted] indicated that the report is ready, but this doesn’t mean that the request has been processed or that the report has been sent to us. Unfortunately, since we’re not an “involved” party in this accident, it can be a very lengthy process to obtain legal documents. We fully intend to pursue the at-fault party for all damages caused to [redacted]’s vehicle once that party has been identified.If you have any other questions, please don’t hesitate to call me at [redacted]Sincerely,Melissa S[redacted]Supervisor Central Claims Unit

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] May 17, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, 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 Direct Insurance Company Ms. [redacted], I'm writing in reply to your letter dated May 9, 2016. I'm sorry for any confusion. To address each of Mr. [redacted]’s desired resolutions, I’m providing the following information. A. We use a process developed by J.D. Power & Associates to determine the value of his vehicle. It takes into account the cost of other vehicles with the same year, make, and model that were recently sold and listed in his area (75-mile radius), making adjustments for mileage and equipment. J.D. Power & Associates uses recommendable sources online to locate comparables: [redacted].com and Cars.com. These sources combined house over two million listings from more than 50,000 dealers. Our valuation located four comparables within a 26-mile radius from his zip code. Per the C.R.S [redacted], the valuation also took into account the unique characteristics of his truck (all weather guard pkg., 16” 5-spoke aluminum wheels, compact disc. deck, tow hitch, new tires) as well as the current condition (torn headliner, windshield crack, radio missing, left mirror cracked, and clear coat peeling on both bedsides), while using a credible source of valuation. As for the projected sold calculation, it’s a common practice when selling a used vehicle for dealers/private parties to advertise one price, but negotiate a different price when actually selling the vehicle. Therefore, J.D. Power & Associates determined a projected sale price on our comparables by applying a factor to the advertised price based on historical price negotiating behavior of sellers of similar vehicles. They also have to factor in the different years and mileages compared to his truck. B. Claims Representative Alyshia R[redacted] didn’t lie to Mr. [redacted] about disputing the valuation. She sent him an email expressing that he could submit additional comparables; however, they may not have an impact on the valuation. I also advised him that he could submit documents, which he did, and upon my review, the comparables weren’t eligible for submission to Mitchells (estimating software company who runs our valuation). Please see explanation below: The comparables the customer submitted: Year Price Zip code VIN# Miles Phone# #1) 2002 $10,000.00 [redacted] 211,403 (888) 692-0586 #2) 2001 $11,995.00 [redacted] 111,295 (888) 887-2310 #3) 2000 $9,999.00 [redacted] 134,869 (303) 329 - 9552 #4) 2002 $9,995.00 [redacted] 182,245 (720) 341-5875 #5) 2001 $9,995.00 [redacted] 142,620 ( 303) 329 - 9552 I explained to Mr. [redacted] that comparable #2 isn’t considered because it’s a limited edition with 50k less miles, so the asking price will be significantly higher since his truck was an SR5 with 161,147 miles. Comparable #5 was actually a comparable already listed in our valuation (#3), but had an adjusted price of $7,986.48. Lastly, four of the five comparables were older or newer models than his; however, the asking prices were all around the same with $10,000. Mr. [redacted] still needs to factor in the projected sold reduction, different years, and mileages compared to his truck. C. Our valuation methodology is an accepted practice in determining the market value of a vehicle in [redacted]. Our methodology compares his vehicle with similar vehicles in the market, with adjustments for mileage, condition, projected sold, options/packages, and aftermarket parts. We will not be changing our total loss process for this reason. Currently, we haven’t come to an agreement on the value of Mr. [redacted]’s vehicle. We’ve come to an impasse and have provided him the option to invoke his Appraisal Clause per his [redacted] Auto Policy [redacted] page 23. Our value is fair and accurate based on the market search completed by J.D. Power & Associates. If you have any questions, please call me at 1-719-424-3142. Sincerely, Holly R[redacted] Holly R[redacted] Claims Supervisor

Please see our response attached.Business response copied and pasted below by Revdex.com staff MT 4/14/17:April 12, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115Attn: [redacted]RE: File Number: [redacted]   File Name: [redacted] Claim...

Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-21735 Company Name: Progressive Premier Insurance CompanyMs. T[redacted]I’m writing in reply to your April 7, 2017 inquiry. I appreciate the opportunity to address Mr. S[redacted]s concerns regarding our liability decision.Marcus S[redacted] filed a claim with us, stating our customer backed into his vehicle.  As part of our investigation, we secured statements from both drivers and  the witness who was a gas station employee where the loss occurred; reviewed the scene layout, and reviewed damages to Mr. S[redacted]s vehicle.  Mr. S[redacted] told us he was pulling forward from a gas pump to leave the parking lot when he observed our customer backing from a parking space located in front of the store. He states he saw the vehicle from 10 feet away and then brake lights at 5 feet away; however, he didn’t take evasive action to avoid a collision. The damage to his vehicle is the front passenger headlight and bumper. The estimated damages total $1,128.73.Our driver stated he turned around and didn’t see anyone, then proceeded to back from his parking space in front of the store. He started to turn the wheel and was about 10 feet from the parking space when the accident happened. The damage is to the rear passenger taillight.The store employee witnessed both parties starting to maneuver their vehicles at the same time and collide.  Based on the statements provided from all parties, the scene layout, and location of damages, we’ve determined our customer to be the proximate cause of the loss. We assigned 80 percent liability to our customer. We found them majority at-fault for not maintaining a proper lookout and yielding the right of way to Mr. S[redacted]. We’ve also determined Mr. S[redacted] has some shared responsibility in this case and assigned 20 percent liability to him. He saw our customer’s vehicle backing at multiple points and had an opportunity to either brake, honk the horn or swerve to potentially avoid the collision. Mr. S[redacted] drives a large full-size truck and had a clear vantage point on our customer’s vehicle which is a much smaller Toyota Corolla. The point of impact to Mr. S[redacted]s truck, which is on the very front corner of the passenger side bumper, indicates he was just getting behind our vehicle when the collision happened. This further supports that he had a chance to take evasive action to potentially avoid the collision.We’ve offered to pay Mr. S[redacted] his total damages, less the 20 percent responsibility assigned to him, which amounts to $902.98. He’s refused to accept liability in this case. Our liability decision remains unchanged. We’ve tried to contact Mr. S[redacted] multiple times to discuss his concerns but have been unsuccessful.I know this isn’t the answer that Mr. S[redacted] wanted to hear, but I do hope this information helps explain how we determined liability. If you have any additional questions, please contact me at 1-440-[redacted]Sincerely,Ryan L[redacted]Ryan L[redacted]Claim Manager

February 19, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State...

Insurance Company Ms. [redacted],I’m writing in response to your letter dated February 15, 2016. Mr. [redacted] had a scheduled payment of $618.99 due by January 27, 2016. Because we did not receive this payment, we issued a Cancel Notice letting him know we must receive the $618.99 payment by February 16, 2016, to avoid cancellation of the policy. On February 15, 2016, we received an email from Mr. [redacted] advising he attempted to access his policy to make a payment but could not do so because the policy was locked. In reviewing the policy, we discovered when the policy went in to a cancellation status, an error occurred causing the billing to lock. We immediately reported the error to our IT department and assured Mr. [redacted] if we did not get the error corrected by February 16, 2016, we would extend the payment date so his policy did not cancel. We corrected the policy the same day and accepted Mr. [redacted]’s payment of $618.99, reinstating his policy. We sent Mr. [redacted] a Renewal Offer for the next policy period, with a letter explaining we extended the due date to March 20, 2016, to ensure he has enough time to make the renewal payment.I’m sorry for our error and the inconvenience we caused. If you have any questions, please call me at 1-440-620-6944. Sincerely, Rose S[redacted]Rose S[redacted]Consumer Relations SpecialistEnclosures

Ms. [redacted],
Attached is our response.
Thank you,
[redacted]
Consumer Relations Specialist

Attached is our response.

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.
The total damages to the vehicle were beyond the $500 deductible and the window repair. I have full coverage on this vehicle. My $500 radar detector, included in the police report, and designed for use in a vehicle only and does not function outside of a vehicle, was taken.  My homeowners insurance, through the -same company (also progressive)- said it MUST go through the auto policy as it has no function outside of a vehicle and was installed in the car.  The window repair, in addition to the repair at [redacted], goes beyond $1300 with a $500 deductible.  Progressive has agreed to pay $0.  
Regards,
Austin [redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]I am not satisfied with their response because they completely failed to acknowledge the main part of main complaint. That being that my fiance received mail from them that state right on the front of the envelope that "Our Rates have dropped in Janesville, WI". I have attached an image of this mailing.  How is it that they claim their rates have gone down but mine have most definitely not gone down. I have had no moving violations, tickets, nor accidents that would explain this.  This is nothing more than false advertising from Progressive.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12195770, 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.]your first response said I did not pay April's bill which I attached proof of payment. Now your saying I didn't pay narch bill for which I attached narch proof if payment. I will pop proceed a lawyer for putting me in collections for no reason and take further action for ruining my credit. I have saved all these messages. Please review your response again before responding with another excuse if me not paying my bill which I gave provided both! 
Regards,
Derek [redacted]

Attached is our response.Business response copied and pasted below by Revdex.com staff ** 2/13/17:February 13, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Company Name: Progressive Group of Insurance Company[redacted],Thank you for your follow up letter dated February 6, 2017. [redacted] called me and left me a voicemail after she received my initial letter to you. I called her on February 6, 2017, the same day you sent this follow up letter. I discussed [redacted]’s concerns and advised that she needed to call us or go on[redacted] and quote a new policy with us. I advised that this should prompt us to rerun the CLUE report. I let her know that as long as the report was updated, it should reflect the correct information. [redacted] began a new quote with us on[redacted] on February 6, 2017, and February 7, 2017. To date, she hasn’t purchased this policy. We’re happy to assist [redacted] with purchasing her quote. If she’d like, she can call us at 1-800-888-7764 to speak to a licensed sales representative for [redacted]. I hope that I’ve addressed all of [redacted]’s concerns. If not, she can call me at 1-440-[redacted] and I’d be happy to help her. Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

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.
The police shows that I am not at fault. Yet the case was not discussed with me but rather sent to collections to mar my credit. This poor practice is the reason Progressive is being reported. None of the people I have tried to contact were would answer in a reasonable time frame. Tanya has not been helpful to work the case as there was a witness that arrived to the scene. I have tried to call them dozens of times and this has been passed between at least four different people. Their actions have lead to me being harassed needlessly. 
Regards,
Nicole [redacted]

Vehicle info is on the attachment

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. i appreciate that Progressive responded and I understand they cannot reimburse my deductible. All I simply ask is that Progressive correct their communications to customers who submit claims during non business days that they will receive a response at the start of the next business day, or as soon as possible, not setting a false expectation of a few hours timeframe when a loyal customer like myself, who has also family members who are loyal customers of your company (my father has Platinum status from my knowledge), was dealing with a very upsetting hit and [redacted] accident and was reporting this to the police at the time of the claim was submitted. It is ALL I ask, so that you may better serve your customers in your time of need when they spend their hard earned money and choose to do business with you. Thank you for your consideration in this matter. I hope you will take my feedback into action.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
 Robert B[redacted]s

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] April 19, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: [redacted] Re: File...

Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Travel Trailer NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Ms. Ibrahim, I'm writing in reply to your letter dated April 12, 2016. I’m sorry for the situation and the frustrations the [redacted]’s are experiencing, but as we discussed with them previously, their policy doesn’t provide coverage for damages caused by insects, birds, other animals, including rodents (see enclosure). If the [redacted]’s stored the camper at a commercial storage lot, they may be able to take the matter up with the storage facility because there’s an implied expectation of reasonable protection against obvious threats such as vandalism, theft, and rodents when paying a commercial facility for storage. We based the policy on the information provided during the application process. If Ms. [redacted] has questions about this or want to discuss her policy options, we invite her to call one of our specialty representatives at 1-877-689-9794. If you have any other claims questions, please call me at 1-970-628-7011. Sincerely, Matthew C[redacted] Matthew C[redacted] Claims Manager

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.
Regards,
[redacted]
Continuing with the $143.20 ACH withdrawal was NOT one of my options.  PLEASE REFUND THE $143.20 TODAY. I WANT AN EXPLANATION BEFORE THE ACH PAYMENT WAS WITHDRAWN.