Complaints

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• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/4/2022 I spoke to 2 different licensed agents (which I can't verify because they refuse to give me their last names) and their 1st names they gave me was ******** and ******. They have repeatedly lied to me as to why my insurance policy was non renewed. ******** began with that it was probably because there was an additional premium due. This was not true because my policy is set up for an automatic payment withdrawal and I have a credit card on file. Then, I was told by ******** that they never received the non renewal notice because they mailed us the 2nd notice and they "probably never received it". When I questioned her again, she looked further and said someone reached out to me to tell me it was being non renewed. I further proved to her that she gave me another lie because I called them to ask them why it was being non renewed. She admitted then that someone in their office talked to me after I called them and they were going to give me a new quote. I never received a quote. Because I am a truthful policyholder, I called them to tell them my son was in college in a different city but still in *******. They continued to keep the policy. Then they claimed (which was another lie) that they asked me for my sons transcripts to prove that he was a student. That conversation never happened. Finally, they said it was non renewed because I never sent them the information they requested (which they actually never requested). My sons vehicle is titled and registered in my husband and my name as it has always been. I have been told, however, that we can have 2 policies, one in our name and one in his name. This is so that he pays a higher rate because he loses a multi car discount yet the actual risk has not changed. The agency is not competent to handle insurance questions and therefore I question if they have a legitimate license. They have no customer service and don't care the treatment of their policyholders.

  Business Response

  Date: 02/20/2023

  Hi. I have reviewed the complaint and spoken to staff. Progressive one of our auto insurance companies called the insured and the insured reported directly to Progressive that not all vehicles in household were at 

  the same address. Insurance companies require all vehicles to be garaged at the same address. We called Progressive and they told us that the son has a vehicle at another address. They sometimes make exceptions if 

  insured has a son or daughter away at college. The insured son is not in college anymore or unable to provide proof that they are with report cards and student ids. Progressive took action and sent the insured a nonrenewal notice.

  The non renewal notice from Progressive states "Not all vehicles are regularly garaged at your household. Therefore the risk is unacceptable and we cannot continue your policy." Progressive advised in the same letter that the insured seek insurance elsewhere as they cannot insured multiple vehicles garage at different address on the same policy. We have tried to assist the client. The agency has done nothing to cause this cancellation. The insured had direct communication with Progressive and from that conversation it caused the client's policy to be non-renewed.