Progressive Complaints Continued... (Page 2)

In the beginning part of April I was awoke from my bed by the sound of hail hitting the house at about 5:30am I rushed outside to move my wife's car under a carport. I knew it it was over my wife's car had reviewed about 6,000 in damage. But wasn't insured by progressive luckily, but farmers instead and they did an excellent job fast and responsive but my truck is another story it received about a 100 strikes from a golf ball. But apart from some broken glass it was still drivable. I called progressive and informed them of the damage but before it could be inspected at my work we got hit by a much larger hail storm one oft the biggest and most costliest in Texas history and it was maybe two weeks from one till the other.

But it created a nightmare no glass installers to be found all were booked for months in advance so now in roll the catastrophe teams that represent the insurance companies. A ragtag group of misfits marching to the beat of their own drum traveling in a big tent, living in hotel rooms, and traveling from storm to storm, appraising damage and handing out checks. I liken this group to a bunch of carnies traveling with the circus. Except the part about handing out checks,so now I'm two claims in and with chance of the appraisal happening I let my truck sit thinking it's going to be totaled. I was right now after jumping through hoops like s trick pony at the circus for over six months a title here some tax papers.

Last night was awful for me and my family. I got into a car accident, which is in inconvenience, but it happens. The problem that I am having is the lack of customer service from Progressive, when I needed help. I told the rep I needed a rental car because I needed to work in the am, I was informed that it would be authorized until the investigation was complete. (Could be 24-48 hours). I said well that's a problem because I need a Suv tonight, because I have work at 7-am. I asked if I purchase it out of pocket will I be reimburse. I was told that you have a an agreement with "Hertz". I said ok I'll call them. I called hertz told them I need a Suv with a 3rd row, because I have 3 small children which all have Car seats. Anything smaller than that will not work. I was told no problem come over for 830 last night. So I arrange a ride to get there for 830, and then I was told the vehicle wasn't ready yet and it would be another 30 mins. (But everything was all set)I told my ride to go home then discovered I needed a credit card to rent a vehicle. Now I was stranded at the rental place for another hour until I could get a ride again.

The next day I called Progressive to complain about this experience, which could of all been avoided by just letting me have the rental last night on the claim. I was told by the rep that there was nothing she could do about it. I was then referred to another department which seemed to be helpful at first. I get the rental car all squared away, I get the fixing of my car all situated. I told multiple people that I needed a 3rd row vehicle, because I have the 3 car seats and they won't fit in a smaller vehicle. I was told no problem. I get to enterprise to pick up my rental, and I'm told I was only authorized to get a mid size Suv. Which means 2 rows... I was very clear that this would work for my family. So I then had to call Progressive again and explain that I was standing here waiting for a comparable vehicle to what was damaged.

The rep then asked me.. Well why do you need such a vehicle? This floored me, because I had already said it a few times to multiple people, and I had already told the gentlemen why. At the end of the day, Progressive still didn't pay for what I needed. They are only paying enterprise for a smaller vehicle, and the only reason why I have what I need is because enterprise is taking care of me on the house. This experience hasn't been good at all, it has been trouble from the beginning. Every time I need your help, it's turned it a fiasco. I also now have a problem because I have a brand new vehicle, that now has an accident on its car fax report. This will obviously have a negative impact of its resale value. I inquired about that, and it's turned into another problem. I would hope that a company as reputable as yours, that you take better care of your customers

claim # 15-5011570. My fence was damaged by your client and I put in a claim on 3-10-15. I live in Texas and my property is in New Mexico. I was never contacted by Progressive about the damage. I waited a reasonable amount of time (14 days or more) for police report and no report. I took the initiative and drove to Albuquerque, New Mexico, to see what the damage was.

During all this time Progressive never contacted me although they had a claim already and police report stated that your client had no liability. After further investigation on my part I found out that your client was insured by Progressive and at that time your adjuster asked me to provide her with the police report because your client either did not /would not provide her with the damage he had caused and they had to wait for police report.

However long that took I felt that this unreasonable, no sense of urgency on Progressive's part. Your adjuster asked for an estimate which I provided and faxed to her at which time I was informed that she had to send out for her own estimate. There was a big difference between your estimate and the estimate I received. I then informed your adjuster if she can get it fixed for her price then go ahead and do it. Her manager informed me that is not your policy and would send it back for review and Progressive would not pay for my cost to travel back to New Mexico because we could have resolved this over the phone.

I feel that since Progressive knew about this accident since 3-10-15 and could have made a few phone call as I did to get the information and contact me, we could have resolved this earlier. It has been two months and as I said before, I see no sense of urgency on Progressive's part. The property that was damaged is mine and since nobody contacted me, I feel that I had a right to go to Albuqueque and investigate the damage/repairs and be paid for my travel .