Progressive Corporation

January 21, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Max...

Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated January 14, 2016.Ms. [redacted] began her policy with us on October 20, 2014. At that time, she had A September 25, 2012 speeding violation, a December 23, 2012 at fault accident, December 23, 2012 traffic light or sign violation, and a June 30, 2014 at fault accident listed on her driving history. Ms. [redacted]’s policy renewed with us on April 20, 2015. At that time, a January 28, 2015 waived claim was added to her driving history. This was a glass claim and we paid $64.80 for this claim. The addition of this claim to her driving history didn’t impact the price of the policy. Mr. [redacted]’s policy renewed with us on October 20, 2015. At that time, a June 13, 2015 waived claim and an August 29, 2015 waived claim were added to her driving history. Neither of these claims affected her policy price at renewal. Please note that the at fault accidents listed on her driving history occurred before she began her policy with us. If these are incorrect or Ms. [redacted] would like addition information on them, she should contact LexisNexis at 1-800-456-6004 to obtain a copy of her CLUE report. Ms. [redacted] advised in her letter that her speeding violation had fallen off her driving history. Violations are listed on our New York policies form 39 months and are unable to be removed midterm. Because the speeding ticket was still on her driving history at her October 20, 2015 renewal, it would remain on the policy until her next renewal, which would have been April 20, 2016. We offer a Good Student Discount in New York when the driver on a policy meets the following criteria: Driver must be rated and cannot be the named insured or spouse of the named insured.Driver must be a full time student 22 years old or younger.Driver must have a grade point average (GPA) of 3.0 or better ("B" average) or top 20 percent of class.Because Ms. [redacted] is the named insured on her policy, she isn’t eligible for this discount. There isn’t an easy explanation on how we produce a rate for each customer. The pricing process starts where we categorize each of the variables that we believe are critical to pricing accurately. These variables range from vehicle information, driving record, driver information, garaging zip code, and many others. Based on historical data, we review the risk associated with each combination of these variables. These variables allow us to price each of our customers as accurately as possible based on their risk “profile”. When one of these variables is changed, it can alter the price of your policy. On September 22, 2015, Ms. [redacted] updated her address and her policy increased $51 at her October 20, 2015 renewal. When she updated her garaging zip code, her policy increased due to the change in her risk “profile”. Many factors can influence the rate assigned to a vehicles’ garaging zip code. The frequency of claims and cost to cover these claims can affect the price to insure a vehicle in a certain area. Because her zip code changed from 13459 to 13317, her rate changed. This change is not based on whether Ms. [redacted] lived alone or with others. Based on the information we collected for Ms. [redacted]’s policy, we’ve rated her accurately for the time she was insured with us. Please note that different insurance companies use different rating methods and have different prices for coverage. Our rates are on file with the New York Department of Financial Services. Ms. [redacted] renewed her policy on October 20, 2015, with a payment of $254.39. Her next payment was due on November 30, 2015, for $279.68. She made this payment on November 30, 2015. Her next payment was due on December 20, 2015, for $272. We didn’t receive this payment, so we sent her a Cancel Notice. It requested that she make a payment of $272 by January 20, 2016, or the policy would cancel. Ms. [redacted] requested to cancel her policy with us effective January 12, 2016. Currently, there is a balance due after cancel for $217.76. This is a valid amount due for coverage. She can call us at 1-800-888-7764 to make this payment. I’m sorry for any frustration Ms. [redacted] has experienced. If you have questions, please call me at 1-440-620-6945.  Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

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

Business responded to complaint. Business response copied and pasted below by Revdex.com staff 1/9/17.July 1, 2016 Revdex.com 2800 Euclid Avenue, Floor Cleveland, OH. 44115-2408 Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim...

Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-24260 Company Name: Progressive Casualty Insurance Company [redacted], I'm writing in reply to your email dated June 24, 2016. Our customer, [redacted], reported this loss on June 1, 2016, with an approximate date of loss of May 15, or 16, 2016. [redacted] reported that their 2014 Ford F250 truck ran out of gas on the side of the road on the date of the loss reported. A good samaritan stopped and offered him a tank of diesel gas, which [redacted] accepted and put into his truck to continue on his trip. The engine in the truck seized on May 31, 2016, and was subsequently towed to the dealership for diagnosis at 1:00 p.m. [redacted] time (**). (please see attached invoice). When we spoke to [redacted] about the engine seizing, she advised that the loss was around 10:15 a.m. **. The towing invoice confirms their truck was towed on May 31, 2016, at 1:00 p.m. **. [redacted]'s policy expired on May 17, 2016, and we didn't receive a payment to renew by the expiration date. (Please see attached correspondence). [redacted] called in to reinstate their policy on May 31, 2016, at 1:17 p.m. **, which would be approximately seventeen minutes after their truck was towed to the dealership. The policy was reinstated after the payments was processed with an effective date of June 1, 2016 to December 1, 2016. There is a lapse in coverage for [redacted]'s policy from May 17, 2016 to June 1, 2016. Due to the policy not being in force at the time of loss on May 31, 2015 at 1;00 p.m., when the sudden and direct loss to the truck's engine occurred, there isn't any coverage available for damages to the truck on this policy. I'm sorry for any inconvenience Mr. and [redacted] have experienced. [redacted]'s assertion is that the date of loss should be when the diesel gas was introduced into his truck on May 15, 2016. The introduction of the lower cost off-road diesel gas would not cause sudden and direct catastrophic damages to the truck's diesel engine the same day. The damages to the engine did not occur until after the vehicle was driven for a period of time, when the actual loss occurred on May 31, 2016. Please call me with any questions at 1-808-489-9961. Sincerely,  Jason Griffin [redacted] Claims Manager

April 1, 2016Revdex.com 2800 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 Ms. [redacted],I'm writing in reply to your letter dated March 24, 2016. Thank you for the opportunity to address Mr. [redacted]’s concerns with his policy. Mr. [redacted] called us on January 19, 2016, to advise that he had moved to Connecticut. Because he had a [redacted]achusetts policy with us at that time, he was transferred to a sales consultant to obtain a quote for a Connecticut policy. I’ve listened to this approximately hour-long call in its entirety to better understand the situation.Our sales consultant, Mary, asked Mr. [redacted] about the registration of his vehicle. Mr. [redacted] indicated that the leasing company still had the vehicle registered in the state of [redacted]achusetts but were in the process of transferring it to Connecticut. Mary explained to Mr. [redacted] that she would go ahead and prepare his Connecticut quote, but in order to prevent any issues with his [redacted]achusetts license, he should wait to complete the purchase of the Connecticut policy until he could confirm that the vehicle was registered in his new state. In the meantime, she advised him she would take a payment from him for his [redacted]achusetts policy to avoid any lapse in coverage. Mr. [redacted] provided a debit card number to Mary for a payment of $239.66, which renewed his [redacted]achusetts policy effective that same date. Mary advised him that his next payment would be due on February 19, 2016, but that he should call us to cancel the [redacted]achusetts policy once he purchased the Connecticut policy, and we would prorate any credit owed to him. We initially issued a Renewal Offer to Mr. [redacted] on December 23, 2015, for his [redacted]achusetts policy period effective January 19, 2016, to January 19, 2017. Because Mr. [redacted] chose Paperless documents as his preferred method of contact, we notified him by email at j[redacted]@[redacted].com of any documents available online for his review. After obtaining his payment of $239.66, we sent Mr. [redacted] confirmation of his [redacted]achusetts policy renewal and issued a Revised Renewal Declarations Page reflecting changes he had requested, including the address and removal of his spouse and her vehicle.  Mr. [redacted] spoke with Resolution Consultant Brad on March 23, 2016. Brad advised Mr. [redacted] that we could cancel his policy effective the date he obtained other coverage with valid proof. Mr. [redacted] stated that he would be contacting your office for further assistance instead. We’ve canceled Mr. [redacted]’s policy effective March 15, 2016, for nonpayment but will revise the cancel date once we receive documentation showing the effective date of his new policy with [redacted]. I’m sorry for any misunderstanding that occurred during Mr. [redacted]’s recent experience with us. If you have any questions, please call me at 1-440-910-6392.Sincerely,Anna O[redacted]Anna O[redacted]Consumer Relations SpecialistEnclosures

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.
June 17, 2015Complaint ID: [redacted]This letter is a response in regards to [redacted], Claims Manager for Progressive.  I am not sure if [redacted] is aware but his allegation that I did not pay [redacted] for the repair is absolutely false. [redacted] received payment for the repair the same day that I picked up my vehicle. I am sure that [redacted] would not have released the vehicle unless payment was received. [redacted] should really get his facts straight before making accusations.  Regarding the rental car, Progressive was not doing me any favor by paying for the rental. This is part of my policy, meaning I actually pay for rental service on my policy with Progressive. The fact of the matter is, I trusted Progressive with my vehicle. I dropped off my vehicle with no issues other than the damaged driver door. Finding out later that there were additional issues with my vehicle is absurd.  On top of the added ignition issue, [redacted] failed to state that I was told also that my remote was not working. After replacing the ignition, a rep from Progressive called and advised me that a new issue came to light and that my remote would not respond and that the remote was shot. I am not a mechanic by profession but if a repair shop replaces an ignition system which by the way is supposed to be “the specialist”, how is it that the remote cannot be programmed? Why is it that the issues keep piling up? What proof that Progressive has that my vehicle has not been tampered with? My vehicle was dropped off to the progressive facility for a damaged door with NO OTHER ISSUE.  As much as Progressive feels that they are a Good Samaritan for paying for rental service that I am paying for on my policy, they need to take responsibility for all the additional damages that were added to my vehicle including, a failed ignition, damaged remote, power steering oil tank damage, several failure system check lights on my dash board, the constant slowing down and acceleration that I am experiencing while driving pass 45 miles per hour and so on. I am not making up these stories. Since I purchase the vehicle, I had no issues whatsoever beside the normal oil change routine, brakes etc.  I am not sure that anyone other than Progressive personnel would agree with this situation. While Progressive’s business goal is to make money from people such as myself, I too have goals. I too have bills to pay. I do not go around ripping people off to get money to pay my bills. I work hard for everything I have and I refuse to let anyone one/company to try and ruin my life. This has been an unbelievable experience. It has been a nightmare. It is true that I have not yet paid the deductible. However, who will have to pay for the additional repairs that I have to make to my vehicle after being in Progressive possession. IT IS APPARENT THAT PROGRESSIVE IS NOT BEING VERY PROGRESSIVE. I am going to fight this if it means drawing the last breath out of me. I fight for what is right. I do not live to scam people nor companies. I live a simple life and try to be a decent and righteous citizen. I see roadside advertisements all the time that read “Insurance Fraud = Imprisonment”. Who is taking legal actions against these companies committing illegal crimes on a daily basis? Who is fighting for the consumer who puts millions of dollars in these so-called companies pockets? This is the reason why I applaud institutions such as BBC.  PROGRESSIVE is wrong. PROGRESSIVE has caused me a great deal of stress. PROGRESSIVE has financially affected my life. If it means for me to seek legal advice, I will do just that. If it means to use social media and other avenues, I will do that as well. It is time that someone take a stand against all these abusive behaviors by these big companies. ENOUGH IS ENOUGH.Regards,
[redacted]

February 24, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]   Customer Name: [redacted]    Policy Number: [redacted] Policy Type: Personal Auto NAIC Code: [redacted] Company Name: Progressive Southeastern Insurance Company    Ms. [redacted],I am writing in reply to your inquiry dated February 11, 2016. We do not generally discuss cancellations during the sale of the policy, because we intend the policy to the run its full course. Our representatives are available to answer any questions the customer may have concerning cancellations during the sale of a policy. I previously included the excerpt from our policy contract, which informs our customers of the cancellation process. I have attached the Consumer’s Guide to Automobile Insurance from the North Carolina Department of Insurance. Please note this publication also details short rate cancellation.If you have any questions, please feel free to contact me at 1-440-620-6940.Sincerely, Jeff P[redacted]Jeff P[redacted]Claims Manager

Attached please find our response and supporting documentation.

(The following was copy/paste by Revdex.com staff)[redacted]December 26, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted]Customer Name: [redacted]Claim Number: [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Number:...

155-11770  Company Name: United Financial Casualty Company[redacted],I’m writing in reply to your letter dated December 26, 2016. Thank you for allowing us to address [redacted]’s concerns with regard to the handling of her vehicle theft claim.[redacted] reported this claim to us on November 1, 2016, the date she noticed her 1999 Honda Civic had been stolen. [redacted] advised that we erroneously emailed her another customer’s personal information. While we do not have record of this event, I apologize if she did not receive accurate information. On December 7, 2016, [redacted] called our representative and requested contact from her supervisor, Kelly D[redacted]. Ms. D[redacted] left two messages for [redacted] on December 8, 2016, and reached her later that day to discuss her claim. Our records support [redacted] was satisfied with our claim handling at the end of the conversation. Ms. D[redacted]’s manager, Mindy S[redacted], will reach out to [redacted] as requested in order to discuss her current needs. We value [redacted] as a customer. Please call me at 1-916-246-3056 if you have any questions. Sincerely, Thomas *. S[redacted]Thomas *. S[redacted]Compliance Manager

October 28, 2015Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced...

Insurance Company[redacted],I’m writing in reply to your letter dated October 20, 2015.[redacted] began his policy with us on May 20, 2015. At that time, he received a discount for electronically signing his documents on[redacted]. This one-time discount is removed at his renewal. [redacted]’ policy is up for renewal on November 20, 2015. His policy increased at renewal due to the loss of the Electronic Signature Discount and a rate change that affected all of our customers in his state. We periodically review our rates to be sure they are adequate to cover our cost of doing business. Our recent review determined that it was necessary to adjust our rates. Our rates are on file with the New York Department of Financial Services. [redacted] is receiving many discounts on his policy, including a Paperless Discount. He can call us at 1-800-[redacted] for a policy review to go over his discounts and coverages. I’m sorry for any frustration this situation has caused. If you have questions, please call me at 1-440[redacted].  Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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,
Isatu K[redacted]

December 15, 2016Revdex.com, Inc.2800 Euclid Ave, 4 th floorCleveland, Ohio 44115-2408Attn[redacted]Re: File Number: [redacted]Customer Name: [redacted]. [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Casualty Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated December 8, 2016.I’ve listened to the available calls Mr. [redacted] made on his policy with us fromSeptember 16, 2016 to present to better understand his concerns. Below are thedetails of these calls:? September 16, 2016: Mr. [redacted] called in and advised that his paymentwas due that day, but that he was getting ready to sell his car. He advisedthat is should be sold in the next four days and asked the representative,Dan, what advice he had. Dan advised that we could move the payment thatwas due on September 16, 2016 to September 26, 2016, and that once thevehicle was sold, Mr. [redacted] could call in and cancel the policy. Headvised that once the policy was canceled, we would do the cancelcalculation. Dan advised that Mr. [redacted] should surrender the platesbefore he canceled the policy. Mr. [redacted] advised that he planned onturning in the plates the following Tuesday, which would be within the 10 daypayment extension.? September 26, 2016: Mr. [redacted] called in and advised that he told thelast representative that he was thinking of selling his car. He advised that theprevious representative moved the due date to September 26, 2016. Ourrepresentative, Shakambie, stated that the payment was due that day.Mr. [redacted] advised that the vehicle’s engine light was on and if the costto fix the vehicle wasn’t a lot, he was going to keep it. He advised that if itwas expensive to fix, he would get rid of it by Friday. He asked Shakambie ifhe made the payment that day, and surrendered the plates Friday, whatwould happen to the payment if he made it. Shakambie advised that wewould provide a refund based on the period he had the policy. Mr. [redacted]confirmed that this would be prorated and Shakambie agreed. Mr. [redacted]then made the September 26, 2016 payment.? October 26, 2016: Mr. [redacted] called in and spoke with ourrepresentative, Matt. Mr. [redacted] advised that he wanted to know howmuch he paid for the first payment on his policy and wanted to speak with asupervisor. Matt advised that the policy began in August 2015 and that hepaid $91.50. Mr. [redacted] wanted to know why the price of the policychanged from when he first began it. Matt advised that sometimes we haveto adjust our rates. Mr. [redacted] asked why he received a Cancel Noticewhen he changed his due date to the 26 th of the month. Matt advised that thedue date change was only for the September payment. Mr. [redacted]requested to speak with a supervisor and Matt transferred him.Unfortunately, due to the transfer, this portion of the call wasn’t recorded.There are notes on the policy from our supervisor, Krista, forOctober 26, 2016. They state that Mr. [redacted] was upset that we onlyoffer six-month policies and that his rate continued to increase. The call wasdisconnected.? November 2, 2016: Mr. [redacted] called in and asked if we had received arequest to cancel his policy. Our representative, Zena, advised that the policywas active. Mr. [redacted] advised that he began a new insurance policy withanother company. He advised that he thought his new insurance companywas going to advise us of his request to cancel. Zena confirmed the date thathis new policy began, which was October 27, 2016, and canceled the policyeffective that date. She advised of the $51.71 balance due and explainedthat this was based on the days that we provided coverage to Mr.Ramnarine. He requested to speak with a supervisor and he was transferredto Catherine. Again, because this call was transferred, I was unable to listento it, but there are notes on the policy regarding their conversation. Theystate that Mr. [redacted] requested that we waive the balance due aftercancel and was unhappy with our decision to have only six-month policies.We reviewed with him that only the September payment was moved and thatwe were unable to waive the balance due on his policy. This call was alsodisconnected.? November 3, 2016: Mr. [redacted] called in and requested the name of therepresentative he spoke with on October 16, 2016. Our representative,Crystal, advised that he didn’t make a call that day. She advised of the abovedates and provided him with Matt’s name from the September 16, 2016 call.He advised that he was filing a Revdex.com complaint and that he requested that alldue dates be changed on the policy. Crystal advised that only the Septemberpayment was changed and that even if all the payment due dates werechanged to the 16 th , he would still owe the balance due.Based on the calls, Mr. [redacted] was advised that the September payment wouldbe moved to the 26 th . No other payment dates were discussed because he advisedhe was going to sell his vehicle and he never requested to have his due datesmoved to the 26 th of each month.Mr. [redacted] was enrolled in our Paperless option. This means that his documentsand bills were sent to the email address we have on file. We emailed him hisOctober 16, 2016 bill, sent a payment reminder email to him on October 19, 2016,mailed him a Cancel Notice when we didn’t receive the payment, and emailed him anotice advising that he needed to make the $111.17 payment beforeNovember 5, 2016 to avoid cancellation. We sent proper notification to him for hisOctober 16, 2016 payment.Regarding the $51.71 balance due after cancel, this is the prorated amount due forcoverage until he canceled the policy effective October 27, 2016. The total amountfor coverage from August 16, 2016 to October 27, 2016, including fees, is $279.07.Mr. [redacted] made a payment of $116.19 on August 16, 2016, to renew hispolicy and a payment of $111.17 on September 26, 2016. The total amount paid onhis policy was $227.07. If you subtract the total amount paid by Mr. [redacted]($227.07) from the total amount due for coverage ($279.07), it totals a balance of$51.71.After reviewing these calls and the documents we sent to Mr. [redacted], ourdecision stands that we will not refund any payments made on his past policies andthat the balance of $51.71 is a valid amount due for coverage. I understand thatthis isn’t the outcome that Mr. [redacted] was hoping for and I’m sorry for anyfrustration he’s experienced.If you have questions, please call me at 1-440-620-6945.Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

September 6, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted]File Name: [redacted]Claim Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive West Insurance CompanyMs[redacted],This is in reply to your August 29, 2016 letter. You have requested clarification regarding the responsibility of seeking reimbursement from [redacted] for the cost of Ms. [redacted]’s vehicle muffler replacement.   It is our position that Ms. [redacted] should be the person to seek reimbursement from [redacted] or contact them to see if they have had a change of heart and will complete the work. This is a third party property damage claim and we do not have an insurable interest in her 2000 [redacted]. We paid Ms. [redacted] for the muffler repairs naming her and [redacted] on the draft. This matter is simply between her and [redacted].                        If you have additional questions, please call me at 1-916-246-3056. Sincerely, Thomas A. S[redacted]Thomas A. S[redacted]Compliance Manager

May 18, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto  NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyTo Whom It...

May Concern,I’m writing in reply to your letter dated May 11, 2016. We completed an inspection on the 2008 [redacted] on April 18, 2016, and found very minimal damage to the vehicle, which included repair to the front bumper, left fender and left front wheel. We completed a supplemental inspection on April 20, 2016, in which the vehicle was at [redacted] Body Shop. The vehicle had an air bag light on when completing the supplemental inspection and the vehicle was diagnosed that the SDM module needed to be replaced. On April 21, 2016, while at [redacted] Body Shop, the mechanic at the body shop felt it was not related to the loss due to the minor damage and the vehicle was parked, unoccupied and turned off with no power in the system. Per our request, the vehicle was moved to the service department and the service department was unable to provide any evidence or bulletins that the SDM module was related to this loss. We have confirmed with Sewell [redacted]’s repair facility that when the vehicle is turned off the SRS sensors are not sending information to the SDM. Since the vehicle was not running, the SRS system will not generate a problem causing the SRS light to come on. I appreciate the opportunity to clarify the situation. If you have questions, please call me at 1-972-439-4908.Sincerely,Doyle M[redacted] Doyle M[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]

[redacted]April 18, 2017 Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Raina [redacted]Policy Number:      [redacted]Policy Type: Personal AutoNAIC Number:...

      [redacted]Company Name: Progressive Direct Insurance CompanyMr. [redacted], I’m writing in reply to your email dated April 11, 2017. Thank you for the opportunity to review Ms. [redacted]’s policy and explain our position.  I’ve reviewed Ms. [redacted]’s December 3, 2016 phone call to us. She advised us she just purchased a new car and would like to replace the coverage for the vehicle that was currently listed on her policy. In addition, she wanted to add Comprehensive and Collision coverage to her new car. Our representative did advise Ms. [redacted] that her next payment would increase to $329.07. Our representative didn’t advise her of the total annual increase, but Ms. [redacted] didn’t ask for this information either. I’m sorry we didn’t inform Ms. [redacted] of the total amount that her rate would increase due to the change. We did send her updated policy and billing documents after we made the change.Ms. [redacted]’s policy was on the electronic funds method of payment, so on December 31, 2016, we deducted the payment $329.07 from her account. On January 12, 2017, her bank notified us that this payment wasn’t honored. We have since canceled her policy on January 24, 2017, for nonpayment, as we didn’t receive a replacement payment.   Ms. [redacted] owes us a balance of $636.43. This amount represents the difference between the amount we charged her, $727.92, and the total amount she paid, $81.49.   If Ms. [redacted] started her new policy with [redacted] before the January 24, 2017, cancel date, she can send a copy of her new declarations page showing herself as the insured, the same vehicle that she insured on the policy with us, and the effective date of the new policy. We’ll revised her policy cancel date for duplicate coverage and issue the appropriate credit. She can send this information with her policy number on it to me at the address, fax number or email address listed above. If you have any questions, please call me at [redacted].                                                                                                                                                                            Sincerely, Lisa [redacted]Consumer Relations Specialist

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]

March 24, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Re: File Number: [redacted] File Name: [redacted] To whom it may concern,I’m writing in reply to your letter dated March 22, 2016. We appreciate the opportunity to respond to Mr. [redacted]’s concern.I can...

understand how frustrating it is to receive unwanted solicitation calls, emails, and mailings.I’ve requested Mr. [redacted]’s name be removed from our records. He should not be receiving any further solicitations from us.I’m very sorry for the frustration this matter has caused, it wasn’t our intention.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D[redacted]Eva D[redacted]Consumer Relations Specialist

Response attachedBusiness response copied and pasted below by Revdex.com staff MT 4/12/17:April 11, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn:  Melissa T[redacted]Re:  File Number: [redacted]       File Name: Dena W[redacted] ...

     Claim Number: [redacted]       Policy Type: Personal Auto       NAIC Number: [redacted]       Company Name: Progressive Hawaii Insurance CorporationMs. T[redacted],I’m writing in reply to your letter dated April 4, 2017. I appreciate the opportunity to clarify the situation.On January 11, 2017, we settled Ms. [redacted] injury claim, the day that we met with her. She signed a release that included up to $1,500 for medical bills incurred within 30 days after the date of the release. The $189 [redacted] out of pocket expense for Ms. [redacted] incurred on February 15, 2017, which is beyond the terms of the release.  We spoke with Ms. [redacted] today and advised her of the reason we’re unable to honor her demand for the payment of $189. In our discussion, we found an additional out of pocket expense of $25.59 and have reimbursed her for this today. The rest of her medical bills were paid by her health insurance carrier and we’re awaiting their subrogation.I’m sorry for the inconvenience this caused. If you should have any questions, please call me at 1-[redacted]Sincerely,Will C[redacted]Claim Supervisor

September 19, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH 44115-2408Attn:  Lou [redacted]   Re:  File Number: [redacted]        Customer Name: Lawrence [redacted]       Claim Number: [redacted]       Policy Number: [redacted]       Policy Type: Personal Auto       NAIC Number: [redacted]       Company Name: Progressive Advanced Insurance Company Mr. [redacted],I’m writing in reply to your follow-up letter dated September 12, 2017. I’m sorry to hear that Mr. [redacted] wasn’t satisfied with my response. I completed a review of the change in Mr. [redacted]’ vehicles with my initial response. As shown on the second page of the Coverage Summary, the vehicle history and length of ownership impacted the rate. I’ve included a copy for your review. If you have any questions, please call me at [redacted].Sincerely,Annie [redacted]Annie [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.
I am enclosing the pdf file from the new insurance within the time frame required and requested by the counterpart. Like I said on first letter...Big companies always make mistakes but never favoring consumers. Please acknowledge reception of file.
Regards,
[redacted]