ALBUQUERQUE, NEW MEXICO -- Progressive has what may be the most outrageously incompetent customer service I've ever experienced. Over 9 personnel transfers today, almost 4 hours on the phone, and after 7 years being with them I've come to my wits end.
It all started with leasing a new car in December. I added the new car to my Progressive account. They faxed verification of account to the dealership so that they would hand over the keys. Now 4 months later, I find out the car was never added, there is a warrant out for me for driving without insurance, and attempting to resolve the issue with Progressive supervisors was fruitless. There are plenty of unworthy places to do business with. Perhaps Monsanto and Halliburton are at the top, but after today, I'd place Progressive close to those ranks.
Hello, I have my office in a small quaint little East Texas town, it is (or was) a gorgeous old home just off the two lane highway going through town. It is a pier and beam with some of the original bodark stumps. I had just recently remodeled the gorgeous office which is a focal point while driving through town. On May 6 of 2013, a woman insured by Progressive was speeding through town and veered sharp to the right to avoid a car that had their left blinker on to turn into the apartments that I own across the two land highway.
The woman insured by Progressive was rude and upset. She had been texting and looked up to see the car stopped in front of her. The police came, we all took photos, even photos of the insured. The damage to my office building took pillars out, crashed my porch, my new Austin stone, my doors were immediately out of whack and were hard to open, the antique furnishings inside were slanting from the impact and it was clear that the foundation had shifted from various other obvious factors.
Progressive was called and they took weeks to send an adjuster out, when he finally arrived he stated that he was concerned for he had never handled an auto claim where their insured had crashed into a building. As expected from his attitude, it took weeks but the estimate came in at $2500.00 dollars and claimed that their insured had not caused all of the damage.
I threw a complete fit with Progressive and contacted the CEO. I was assured that I would be taken care of. Progressive then sent what they told me was a Texas State Licensed Engineer out to write a report. The report took weeks and my tenant and I waited and waited, we had been told not to use our building until the Engineers report was in.
After weeks of my daily emails requesting that the report be completed, the report came back with a ridiculous finding. The building was fine, according to their "Engineer", I had anticipated some type of Fraud response as I had looked Progressive up with the Texas Insurance Commission and seen that they had been fined many times and paid the fines for using unlicensed individuals to try to pay less on claims.
With this information, I looked up the Engineer, ** with Rimkus Engineering and SURE ENOUGH! ** had been sanctioned in 2002 NEVER to practice engineering in the state of Texas until he acquired his Texas PE License. ** was fined, and ** had recently been fined within months early and Rimkus Engineering hired an attorney to get him off for practicing without his Texas License.
I hired a REAL Licensed Engineer and a REAL foundation company to come in and give reports. This cost money, but I wanted a REAL answer. Sure enough, Progressive had tried to defraud me, as they had many others. I have estimates totaling way over $84,000.00 to make the repairs on my office building, not $2500.00 that Progressive wanted to pay.
To top this off, when we finally re entered my office, an armoire that had been knocked by the impact fell on top of me and pinned me down. I had to have surgery on my knee and am still enduring painful months of physical therapy. Progressive is a terrible insurance company and needs to be stopped. Everyone needs to switch insurance companies. Many innocent people are being defrauded on a daily basis.
I am going to the Texas insurance Commission, they will be fined. I am having to hire an attorney to go after Progressive. Progressive has tried to send a "Licensed Engineer". Now that they have been caught. They had their chance and Progressive has been caught red handed, ONCE AGAIN.
TROY, MICHIGAN -- I purchased policy with a payment plan. At the time of purchase, no one told me that if it's a 5 bill plan, I cannot go to 6 bill plan if there was an emergency and I could not pay on time. So I signed up for autopay. Now, during policy period, I had a change of address and the policy amount was hiked. The entire increased amount was added to last bill. Ever since this happened, I had been trying to contact customer care asking for an additional payment for a month now. (Since I would still have policy when making the 6th payment, this should not be an issue.)
All customer care agents were very rude and outright said no. A couple of days before the last bill was due I decided to try one more time. This time I spoke with a customer care supervisor. She said that now since the amount is invoiced, no change can be made. Had I contacted them earlier something could have been done. When I told her I have tried contacting earlier, then she changed her previous statement and said that nothing can ever be done! This is outrageous!! What kind of dumb people do you hire Progressive?! And I have better things to do in life than sit for hours every day on your customer care with incompetent and dumb people!!
COLUMBUS, OHIO -- My son was on a 6-month job in Phoenix and had to rent a car. His vehicle that was insured through Progressive had sit in his driveway the entire time not being driven but still being covered with monthly premium etc. He was hit by a hit and run driver in a parking lot and Progressive refuses to cover the car because he had rented multiple cars over a 6-month time frame even though each car was on a 30-day contract. They said that they do not cover a car that you do not have on your policy if you have the ability to use it frequently.
The Claims department employee Anneli ** and her supervisor Jeromy ** both reviewed the claim and denied it but was unable to answer many of my questions. Read the fine print on rental coverage in your policy. Do not let this happen to you!
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.
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.
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.
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.
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.
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!