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Irresponsible, Unreliable, Incompetent.
By -

CLEVELAND, OHIO -- I have Progressive for 4 yrs now. I am a Gold Member. I live in Alaska. They have not paid me a claim yet. I have full everything! Recently My Motor Home had carburetor problems in Little Susitna Access Road in Point McKenzie area. My cellular carrier AT&T does not have coverage where I broke down. I called them through a propane facility nearby that just close for the day after I used their phone and after giving Road Assistance accurate directions. I waited and waited and no sign of the Road Assistance person.

Finally, I had to walk nearly 3 miles on that cold, dark, isolated road near a State Prison to get in cell range. I got hold of the Road Service area guy and asked why he has not come yet. He said, he is coming from Anchorage, and I was in Point Mackenzie! Several cities away! There are no tow Trucks in the Mat-Su valley? I asked him why they do not send someone locally and he was silent. The guy tells me that he has to take the drive-shaft off or else he will leave me stranded.

I asked him why they did not bring a flat-bed tow truck knowing the distance it had to be towed beforehand. He said my 21 ft 8,000 lb Motor Home was too heavy! I told him that I have seen Buses on them. He was silent. He tells me that he has 9 years experience doing this. I notice, when he was taking the drive-shaft that he should not force it out. He forced it without my consent and bended one u-bolt and stripped the thread of both. He said, 'I have some replacements'. He did not have any. Today I called auto parts and have not found u-bolts yet.

I also found a cup bearing missing. I called them up. He said to the answering lady that he gave it to me. He did not tie the cups! You think they called me to bring me the parts? They did not. I complained to Progressive. They gave me the lip service, but no action yet. I am still stranded. There were farmers there that tried to give more assistance than they could to me, but were unable. And you think Progressive is trying to outdo them! Also, when the tow truck guy was pulling out the tow bar from underneath, he was forcing with the hydraulics the tires and I do not know yet if he damaged the steering since I cannot drive it yet.

I had to help him get out his device so he would not damage or puncture my tire. By the way I was courteous all the time and there was no provocation or argument from my part except that if they will not come, I will seek another company. Because, they were telling me they did not find me yet and I had the policy in front of me saying that I was covered until October of next year. Saying that, they decided to respond. If they wanted me to fix the problem myself; I was unable to do so. Tuesday, they had a guy come to take pictures of the damage. In the meantime, I had to pay, about $70 dollars in parts and taxi and still did not get the right parts.

Instead of them fixing the problem they are passing the bucket to the tow company. It seems they are doing their best not to pay. There is one thing the public needs to be aware of and that is that having a squeaky clean record is no indicator that those who have such record are what the record implies. Records can be forged. If the Progressive Alaska guy is defrauding customers so that he looks squeaky clean to his company, Progressive, because he appears to be a 'good luck' guy to have since the company does not have to pay claims while they have him.

This would be an example of that in the case that Progressive does not know about it, which appears to be the case! Since this guy is very accommodating when I call Progressive and does not answer me when I call him directly. So far it is still lip service, passing the bucket and nothing done by them to solve the problem except to take pictures. I was broken down on Saturday and it was yesterday, a Tuesday that I was able to solve the problem myself and as I expected, Progressive did not beat me to it.

Now it remains to be seen if they reimburse me or they fabricate excuses not to pay and even have the audacity to make it look my fault or even worse, that I deserved it. It is the last case I am after. People should do the best job they can regardless of whether the customer is deserving or not. In my case, I did not do anything to either company to deserve this treatment.

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I hope you don't get hit by a drunk progressive driver
By -

Top reasons why I will never switch from USAA to Progressive. Clientele: While driving down the highway, I was struck from the rear by an inebriated unemployed Progressive driver, who was already on probation for DUI. It feels good to insure others who would be court-martialed if they behaved like this individual.

Clarity: When I call USAA, I don't have to be transferred from a National Office to a local office, and since I don't need to be transferred I don't get two different stories about the service they provide. When I call Progressive, the national office tells me that they will go wherever I need, service and inspect the car wherever I like and generally accommodate me.

But when I call the local office I am told I must go to their body shop during working hours have my car checked out. When I call the national office and ask to speak to someone higher up, they route me to another claims adjuster in the same department who also cannot help. No bureaucracy, that's why I love USAA.

Availability: When I call USAA, I am told we will be here all night to help you. My Progressive claims adjuster works only works four days per week.

Attitude: When I speak to USAA about my accident they can't wait to genuinely show concern and look out for my welfare. When I can get a hold of anyone at Progressive, I get terse responses and feigned concern. When I come to the Progressive office, the claims adjuster tells the secretary to take my paperwork and lets the secretary try to determine what is happening with my case because she is too busy to see me (though she saw doing a deliberate about face upon seeing me and calls the secretary twice to see if I have gone away yet).

When she does come to see me she tells me “You just don't know how the insurance business works.” Clearly, I don't know how Progressive works, but I know how USAA does, I am treated with respect, concern and prompt service.

Responsibility: When I take the day off work to personally fetch police reports, contact sheriffs departments, rental car companies and bring needed documentation to the office, but am still told that Progressive does not have the documentation to repair my car and that I should contact my insurance company because they can work faster. USAA bends over backward to cover everything, pay out the claim and get my car into the shop though it was no fault of theirs; it consumes their time and resources and involves them unnecessarily.

Understanding and Timeliness: USAA understands when I tell them I am leaving at 5AM for pre-deployment certification training for two weeks and that I will not be able to contact them for two weeks. USAA apologizes for the service that Progressive has provided and stresses that they understand that it is not acceptable to leave my wife without transportation.

The Progressive claims adjustor tells me after an exterior examination of my car that it is not their fault that I am leaving, that the brake light on my dash must have been on before the accident and that my car should be drivable for my wife. Progressive also suggests that I should use my pre-deployment leave to fix the car. In a word USAA understands service.

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Sloppy vehicle collision claim review and decision
By -

CALIFORNIA -- I have been a Progressive Auto Insurance client since 2005, however since 2001, I was with Drive Insurance, which was acquired by Progressive in 2005.

9 days ago, when I was backing out from a private parking lot, I had a very mild collision with a vehicle, which was not present behind me at the time I was backing out. I checked my back thoroughly. When the tail of my vehicle was about 1/4th in the aisle, an impact with a vehicle occurred. The 3 passengers from that vehicle stated they were sitting behind me, in stopped position in their car, for approx. 20 seconds, "looking at their navigator". Had that been true, I would have seen them. Where they came from, and at what speed, remained speculative at best.

The adjuster at Progressive took my recorded statement and expressed that I was at fault, without obtaining the recorded statement from the other driver yet. Progressive's adjuster defended the other driver's position, stating they had the right of way. In my view, he disregarded that the other driver's defense lacked logic, as I would have seen a vehicle parked right behind me, on the aisle.

My theory is the other driver made their move after I began to back out, as my back was clear at the time of my motion, whereas they advanced at a speed that made their motion unpredictable. Anybody can back out when the back is clear, however, if a vehicle approaches the vehicle which is in the process of backing out, at a speed that guarantees a collision, the collision will not be preventable by the vehicle which is backing out. Accusing the one who is backing out of fault automatically, is nothing short of sloppy.

This fine detail was disregarded by the adjuster, who proposed fault on my behalf, without even having taken a statement from the other driver yet. I am very disappointed about my insurance's opinion-oriented approach to a scenario that definitely is not as simple as they scripted. Their at-fault decision against me is formed without regard to illogicalities in the development of the impact.

Progressive decided I was at fault and is increasing my insurance premium, plus giving me "points". The damage on the other driver's property was a mild dent on the front right fender. I paid insurance premiums for 5 years to Progressive, plus 5 years to Drive Insurance, which they acquired. What I paid them on premiums by now, would take care of the minor damage they wish to pay for with ease, and still leave them with excellent profit. Seems not enough.

Thus, they raise my premium amount, plus add "points". Certainly, how else would that "Progressive-Lady" in TV commercials be on air every 30 minutes nationwide, manically selling promises which sound too good to be true. If the government decides to regulate insurance companies' profit mongerism at the expense of consumers by arbitrary fault decision, I surely will be the first one to vote for that. I'll terminate my clientelship with Progressive latest at the time of premium increase. I do not recommend Progressive to anyone.

PS: They also imposed a late fee penalty on my account once "by mistake", though I always paid on time. Had I not requested correction, I would have overpaid them.

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Really?
By -

About 5 1/2 weeks ago I was rear-ended by someone who has progressive insurance, admits total fault. Due to my bumper being pushed into the back tire, my car had to be towed. I have since had neck and upper back problems including a couple incidences of pain shooting down my arm and my hand becoming all tingly. I drive as little as possible because of the medication I am on and because it hurts to turn my head.

Not that they ever even offered me a rental vehicle. They deemed my car to be worth $4000, and went from saying the damage was "between 4 and 6 thousand" to "between six and 8 thousand" to "over 8 thousand" um, the damage hasn't changed since the car sat in my carport. So then the insurance agent tries saying I don't have the right to get a quote from anyone else. Knowing this is BS we take it to the shop a friends fiancé works at, his boss agrees to give us a good deal on the repairs, repairing it for $3000. He says while this is a good deal, 6-8 thousand is a ridiculous quote.

He then asks if we are dealing with ** to which I say yes and he groans. He says he hates that guy. Great, this guy has a reputation of being a pain. So, after fighting with **, he says he'll give us $4000 to total the car, we can buy it back for $700 and then we can pay to have it fixed and it is now a "salvaged" car. Fine, whatever, we don't plan to sell it ever anyway.

So he gives me the paper that has the value of the car on it, and despite the fact he was told numerous times it was a special homecoming limited edition vehicle, it's listed as a standard edition. The back page of the packet says "editions available listed by value, increasing: std, homecoming" so I point this out to him.

He tries fighting with me than gives me the check and says he'll call the company tomorrow and have them run the numbers and see if there is a difference and if so he'll send us another check for the difference. He calls back the next morning says they ran the numbers and it looks like we'll be getting $500 more. Over a week passes and no check, so I call again and he says that actually the car is worth $20 less than the standard. What?! How on earth is a limited edition car worth LESS than a standard when everything else is the same? How can something being a limited, special edition DECREASE value, especially when he originally told us it was worth more?

We're getting screwed. I also overlooked the evaluation of the car where there were blatant lies such as saying it had a poor re-paint job and one of the panels didn't match the others, which is false. All the homecoming cars were painted the same color and we bought it from a dealership when it was 2 years old, and aside from the bumper having to be repainted, which was done well in the same color, nothing has been repainted.

Now, not only is he screwing us on the car, my medical is a whole other story. He only wants to give me $700 for "inconvenience" and then my medical. I took 2 days off work and another combined 4 hours for medical so far, so that's $290 for my missed pay alone. I haven't been able to get myself around, and oh yeah, I've been in pain and unable to lift/carry things for 5 1/2 weeks so far. I work for a personal injury law firm, I know for a fact my pain and suffering should be way more than $410. I'm getting a lawyer, and praying I never have to deal with Progressive again.

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Subrogation Process Fails
By -

After an accident involving myself and another insurance company's policyholder, I was issued a citation by a local police officer for passing in a no-passing zone. In his police report, he wrote that it was for this reason that the accident occurred. I objected to this citation and need up contesting it in court. The officer appeared in court and pleaded his argument. However, after providing the judge my video evidence that I had compiled, he ultimately ruled in my favor and dismissed the citation stating that it was indeed a legal passing zone where the accident took place.

Afterwards, I submitted this information to my claims representative and was informed that it would be used in the subrogation process to prove the other party involved was at-fault. Several weeks passed while in the meantime I received a letter in the mail from the other party's attorney stating that she is pursuing legal action against Progressive for the maximum of my liability policy limits ($50,000) even though her medical bills and auto damages only totaled to less than $30,000.

I continued to stay in touch with my claims representative during the process and was informed that the claim was still in the subrogation process and to let him know if I receive any more letters from her attorney. Being optimistic that I would be found to be found not at fault in the accident after the judge's ruling, I waited patiently for the process to run its course.

To my surprise however, I recently was informed that the decision was made that I was still at fault! Needless to say, I was stunned as this appeared to be in direct conflict with the judge's ruling. I was told that basically the court's decision played no part in the subrogation process of determining the at fault party and that it was based on the police report instead. This made no sense because the police report stated that I passed in a no passing zone, therefore I was at fault for the accident but the judge overruled it and stated it was indeed a legal passing zone. That being said, the police report is inaccurate and I should have been found not at fault for the accident.

So apparently, whoever made the decision that I was still the at-fault party is above the law because if not, the decision would have been reversed making the other party the at-fault party and, therefore her policy would be liable for the damages, not mine. Obviously, this was not the outcome I, or anyone in my place, would have expected. I was advised of my option to pursue this case in small claims court which appears to be the avenue I will take next since Progressive's subrogation process has failed me.

Even though I have taken a financial hit do to this, ultimately it will be Progressive who will be on the losing end after paying the other party's damages which actually should be paid by her own insurance company's policy and ultimately losing me as a policyholder.

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Most Amazing Customer Service!
By -

ORLANDO, FLORIDA -- I would not normally advertise for a company, but I have recently had a really amazing customer service experience. I have a lot to say about my recent experience with my car insurance company, Progressive. I LOVE PROGRESSIVE. After my car wreck last Thursday I was in a lot of pain and very stressed about what would happen to my car, my health, the impact it would have on my daily life, bills, medical costs etc., etc...

Thank you to Progressive my life is so much more pleasant and less stressful at this point. I called to make a claim the next day with their claims department. I was not on hold very long and did not have to talk to 20 million computer voices while pressing buttons before I could speak to a person.

The gentleman was very courteous and went above and beyond in his empathy and consideration. He expressed concern for my well being and the outcome of the accident. Sure this is his job, but phone service representatives usually just do what is required of them with very little positive effect in their voice or attitude. He asked what had happened and the whole time, had a very sincere concerned tone "Oh wow, that is awful... You are so lucky it wasn't worse... Thank goodness you are OK, etc..." Regardless of his actual concern he was very calming and helpful.

He provided any contact numbers I may need and explained the full process of taking care of my claim. He located the nearest body shop for me and called them with me on the line to make the earliest appointment at my convenience. He constantly made sure everything was clear, simple, and without any problems. He provided me with a number to call him directly if I should have any issues. It continued to be an easy and smooth process...

When I arrived at the body shop the progressive representative promptly called the rental service then proceeded to go over the damages of the car with me while taking clear photos and checking every little detail. They listened carefully and also seemed concerned.

The representative from Hertz arrived very quickly and drove me to the rental location. They were also friendly and clearly explained every part of the rental and what part Progressive covered as well as what my options were with gas, daily insurance etc... Daily insurance for the rentals was usually $25.00 to cover any damage that may occur to the vehicle while in your possession. However, because I was there through Progressive, it only cost me $12.99 daily.

This meant that no matter what happened to the vehicle, from a small scratch to it being totaled, I was only responsible for that $12.99 and not held liable. Progressive would also call and extend the rental for me if necessary, so I simply get the keys to a car equivalent to my own or more and drive it for as long as I need. I ended up with an 08 Ford Fusion with dashboard controls on the steering wheel, a navigation system, Sirius satellite radio, and an in dash 6cd player :) and get to drive it for the length of my repair at no cost to me except gas and the optional daily insurance.

And there is more... Saturday another representative from Progressive called me. This time an equally kind and considerate woman. She was the one to handle my injuries and personal health coverage. She explained that Progressive will cover 80% of all costs including my x-rays, ambulance ride, ER fees, Cat Scan, and even prescriptions. They would file all the paperwork with the hospital then send paperwork to my health insurance company for the remaining balance. All I had to do was send them copies of my prescription receipts.

She expressed concern and told me not to "over-do-it" at work and to call her if I needed help with anything. She also told me she would call me in a few days to see how I was feeling. Even better, Progressive is reimbursing me for the days I missed at work due to the accident, all I had to do was sent copies of my last two paychecks. They even phoned my manager at work for me.

This is not my first positive experience with Progressive. Last time I just needed some body work after a car battery was left on the road and destroyed my front fender... They had the same great service with a rental... But this time with the medical issues, they just knocked my socks off with amazing customer service.

In short... If it is in your budget to switch car insurance companies, I strongly suggest looking into rates for Progressive. They are one of the less expensive companies and they also have included pet insurance for your pets traveling with you along with motorcycle, RV, Boat, and other types of insurance. Their kindness and amazing guest service has won me over. It may be their job, but they do it well and I feel safer and more can at ease because of it. So anyway, if you want to be worry free in a situation that be devastating, Progressive can help!

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Progressive Boat Insurance Claims
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- I picked up Progressive for our boat. I hit something submerged in the water and it broke our transom assembly. Called right away to file a claim and they denied our claim. Said it was fatigue. Our boat is a freshwater boat and it doesn't sit in the water to get fatigued. When you hit something in the water new or not it's gonna break. 1800 a year for their terrible insurance. Stay away. You're better off without insurance at all if they are gonna deny every claim someone makes.

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Don't Bundle with Progressive - They send you to Homesite Insurance of MA
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MAYFIELD, OHIO -- I was refinancing my Home and was told my insurance was high. I looked around for quotes, and because of the Auto Insurance was with Progressive my wife wanted to use their Bundle. Info was exchanged over the phone and I was given a policy that cancelled my existing policy. Within the month I received a letter that they had sent out an inspector who looked at the outside of the house, and based on his inspection they cancelled my insurance.

There was a 12' Lilac bush that touched my gutter, and a screw that was holding a piece of siding in place (That was there when I moved in 7 yrs ago, because I didn't put it there, and it passed the sales inspection, and three appraisals). Basically, they did not want my business, but the agent on the phone had no problem canceling my current policy. DO NOT USE PROGRESSIVE BUNDLE PRODUCT.

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Botched Repair/Ripping off customer in concierge service centers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WEST PALM BEACH, FLORIDA -- Car went in for minor front end repair from an accident; 2009 VW Jetta Wolfsburg. Came back with hood and lights all wrong. Hood seemed too long/hooded over the headlights. It appears they used non-oem, perhaps used/refurb parts. Doesn't look right. Worse, the shop they chose apparently can't properly recode a car after taking battery out either. Stereo doesn't work now, which was working when I dropped it off, but of course the stereo now not working as soon as I pick it up is all just a big coincidence. What a crock.

Please, whatever you do, do NOT take your vehicle here for any type of repair. They not only send it off to a repair shop that does a poor job, but also do not care and do not stand behind their work. My wife noticed the front end looked goofy as soon as she saw it... You're telling me their "professionals" (I use the term loosely) didn't notice what my accountant wife picked up on right away?! It's not even her car... I'll update once we get the assessment from a real shop. Plan to also send that report along with our paperwork to the Attorney General in FL. People have to be complaining about this other than just us...

The shop they sent it to isn't even registered with the BBB!!! This is what we get from an insurance company we have been with for almost 10 years and never had a claim?! STAY AWAY FROM PROGRESSIVE SERVICE CENTERS - THEY PURPOSEFULLY TELL SHOPS TO USE NON-OEM/USED/REFURB PARTS AND COULDN'T CARE LESS WHAT HAPPENS TO YOUR CAR. THEY WILL ALSO STILL CHARGE YOU AS IF THE SHOP DID A TOP QUALITY REPAIR!

The guys working there are NOT repair/automotive trained personnel. They are there to do the paperwork and get the cheapest local shop to do the minimum repairs on your car while still charging you as if they are from a real dealership or autobody shop. We made this mistake by not researching it before we agreed to them "handle" our repair for us because it would be "so convenient".

We were 2+ weeks without a car, got it returned with a goofy looking front end full of crap parts and our premium stereo no longer functioning. THANK YOU PROGRESSIVE FOR SERVICE BEFITTING A LONG TIME CUSTOMER! I'D RATHER PAY MORE SOMEWHERE ELSE THAN GIVE THEM ANOTHER $1.

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Progressive Insurance - Buyer beware... Be very wary
By -

TAMPA, FLORIDA -- I had Progressive Insurance for 6 years. I was a loyal customer and never had a claim or late payment. I bought a truck and traded in my Jeep for it. That's when the wheels fell off the Progressive wagon. Evidently (although I was never told this), my insurance switched from being due every 6 months to a month by month plan. I had recently moved so the first indicator I got was a notice of cancellation.

I called to get paid up and find out what the problem was. The agent told me I owed 108 dollars. I said, fine, let's pay it and get back on track, figuring they'd send me a 6-month bill. Wrong! I got another notice of cancellation two months later. I called again and paid what was due and pleaded with the agent to let me pay for the next 6 months. I was told I couldn't because my policy was in cancellation status.

This happened twice, and I finally resolved to find another company. I asked the last agent I spoke with on the 8th of January how long my 108 dollars would carry me and they said it would carry me through the 28th. On the 25th, I switched Insurance companies to State Farm and figured I'd get a refund for the 3 days I didn't use. Wrong again! I got a bill for around 30 dollars! This he explained was some bizarre algorithm (which took him 10 minutes of hold time) to come up within which he pro-rated my 6-month policy (you remember, the one they wouldn't let me pay up in full each time?).

So the supervisor was called in on the call and he told me he was sorry that the agents gave me misinformation but he couldn't write it off or he would be breaking the law. I asked him if he could listen to the other phone calls I'd made (they're recorded). He told me it wouldn't matter. So I asked him how much it would cost me to get away from Progressive. 30 dollars I was informed. By now this was beginning to look like a real bargain.

I decided that 30 dollars is okay because I work in public safety and I can't count the number of times people ask me about vehicle insurance. I will be only too happy to share my story and (hopefully) point them to another company in the future and hopefully lose them far more than they've cost me. If you like the shell game, You're going to Love Progressive! Good Luck!

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Progressive Auto Insurance Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 38 ratings and
121 reviews & complaints.
Contact Information:
Progressive Auto Insurance
6300 Wilson Mills Road
Mayfield Village, OH 44143
440-461-5000 (ph)
www.progressive.com
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