Progressive Direct Insurance Company Progressive Guarantee not kept. Vehicle not returned whole or pre collision condition. Tampa Florida

On November 11th 2023 I was T-bones in my new 2023 Subaru vehicle. 

After vehcle rental was no longer covered by insuarnce I asked when my vehicle would be repaired. I was given two different dates by the body shop who are not part of this complaint.

During the month of waiting I made several calls to my Agent Erick Ramirez (505)346-8559, and the Appraiser for Progrossive, Leon McCleland (575) 680-3718. My concerns were not addressed nor questions answered. A supervisor would not return my request till after 30 days. Supervisor is Sarrah Melindez (505) 205-3188.

During this month long process I was notified by the shop that parts or repairs were canceled. 

The vehicle was returned to my with paint flaking, warning lights came on after a few miles. Some body parts did not fit correctly. I asked the Insurance agent (Erick) and adjuster (Leon) about this and was told the check had already been written and they were done with the claim. The supervisor still had not returned my call at this time. 

I informed the Agent (Erick, the  adjuster (Leon) and later the Supervisor (Sarah) I would have the vehicle reinspected and get back with them. I submitted pictures of my concerns to progressive website. 

After having the vehicle reinspected by the dealership of purchase, it was found several thousand dollars worth of repairs needed done. It sounded like I was riding in a washing machine going down the road. It was found both front and rear wheel bearings were making abnormal noise by the dealer.

With that info and the fact my wife and I are both elderly and disabled we had to have safe and reliable transportation. I did reach out to other consumer agencys but was told Progressive had closed the order and there was nothing they could do. The dealership was very helpful and let us trade in the damaged car for a new one. This addedd a substantial amount to monthly payments and cost use at least 12k at a loss. I did what Progressive said they wouyld not do and just fix my car. I asked if a Progressive could be there when I picked up the vehicle and was told no.

The phone calls started on November 11th and I kept a list as my questions were not answered.

November 11th, 10:50am 1st call to Progressive, 1-800-776-4737. Accident filed, claim# 23-9347188. Two more calls to Progressive representitaves were also made this day.

November 13th, Call to Eric our Agent. 800-776-4737.

November 14th, call to repair shop. 

November 17th, Repair shop returned call. 

November 22nd, two calls one with Erick my adjust and Leon the adjuster. 800-776-4737 and 575-680-3718.

November 27th, repair shop Erick and Leon were spoken to. 800-776-4737 and 575-343-5902.

November 28th, repair shop called.

November 29th, Sarah the supervisor finally returned my call. Was basically told was not her job to suipervise or follow up on repairs. 505-205-3188.

December 8th, Talked with Sarah agin, she did not remember our earlier phone call. 505-205-3188. Called agent Erick and expressed my concerns again. 800-776-4737.

December 14th, talked with Erick again. 505-346-8559.Called and left message with Leon the adjujster. 575-343-5902.

December 18th, left message with the supervisor Sarah and spoke with agent Erick. 505-205-3188 and 505-346-8559.December 19th, left message for Erick. 505-346-8559.

December 19th Left message for Supervisor and Adjuster. Spoke with agent Erick. 505-205-3188, 575-343-5902, 505-346-8559.

December 21st, Left message for Supervisor and Talked with Adjuster. 505-205-3188 and 575-343-5902. Advised would have car reinspected.

December 22nd, Supervisor finally returns call. Advised car would be reinspected.

This is just the calls recorded on my phone and not the wifes phone. For every call made there should have been a return call within 24 hours. I added this partial list to show that.