I am amazed and distraught at the lack of customer service Progressive has displayed. I – Glenn M Renwick email address

Jay sent a message to Glenn M. Renwick – Chief Executive Officer and President of Progressive Corporation – Email Address that said:

I am amazed and distraught at the lack of customer service Progressive has displayed.

I recently received my new premium for the second six months of this year and could not understand the $53 increase. Consequently, I called your representative for clarification. The first person I spoke to on June 22, 2016, was Jennifer. After 15 minutes on the phone with her, she could not clarify the increase and was actually a bit rude to me.

I then asked Jennifer if I could speak with her supervisor. I was transferred to Kim. She informed me that I had an automatic discount (prior to my using Snapshot) based on my past driving history. When I inquired about the amount, she could not tell me. Then how did Progressive determine my premium for the first six months?!? She further disclosed that I received a $33 discount for signing with Progressive electronically the first time. When I asked where that was located on my declaration page, she stated that the amount is never noted. Then how is the customer supposed to know this? I also mentioned that I called Progressive two months earlier to discuss that Snapshot was beeping at the most inappropriate times (i.e sitting in my driveway, making a U-Turn). She was unconcerned, but did inform me that my Snapshot rating reflected very safe driving. She proceeded to make a very telling comment, however. She stated, “We only provide customers information required by State law.” At that moment, I asked to speak with her supervisor. At this point, I felt Progressive was being devious and unethical.

I was transferred to Tony McGlaughlin (sp?). He promised to send me the recordings from my first Progressive contacts. I have yet to receive them. He contacted Snapshot while he put me on hold and came back to inform me that I was given a $68 discount during the first six months based on my driving history. After using Snapshot, I am only worthy of a $51 discount, even though I have yet to receive a ticket or cause an accident during my 47 year driving history! I have the exact same driving history as I did five months ago when you assessed me the $68 discount!

My call lasted approximately 90 minutes and accomplished absolutely nothing. Tony kept repeating to me, “I don’t know what to tell you. I don’t know what to do.” Is this the way you treat your customers?

Are the Department of Insurance, Consumer Services, Better Business Bureau, etc. aware of the deception and treatment your customers are receiving? I am truly disappointed and expected a higher level of customer service!


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