Cross Country Motor Club Progressive Insurance Piad For a Tow Company recommended by Progressive and Cross Country Motor Club botched everything Cleveland Ohio

I phoned our insurance company, Progressive, to see if we had tow coverage on a 2009 GMC Savannah van.  They advised we did not.  They advised that they had a company that they use which could provide us with cheaper prices in conjunction with our auto insurance for a tow that we need completed today.  Progressive advised we could call back to add the tow insurance onto our policy for the future after this tow.

I was transferred to Cross Country Motor Club at 1-800-776-2778.  I do not know where they are located.  I repeatedly stressed that this is a 12,000 lb  LARGE cube van, very heavy.  They quoted $97.  I repeatedly stated that that seems awfully cheap.  I was repeatedly told, they had great prices.  I repeatedly reiterated this vehicle is HUGE though.  They just stated that they had great prices.  They asked for my credit card.  I told them my husband would call back to confirm with the credit card info if he wanted to use them.

My husband phoned back.  He reiterated the size of the vehicle, weight of 12,000 lbs plus and that it was over 10' tall, cube van.  They stated it would be $112.00.  He accepted that and paid for it and asked them to text him when they would be on their way.  They e-mailed me a paid receipt for my credit card.  That receipt came in shortly after 12:00 noon to my email.

By 5 pm, no one had ever contacted my husband.  I phoned back to 1-800-776-2778.  The Representative was polite, but totally clueless, stating that it had been placed on hold.  I told her no, it was paid for.  She stated that she couldn't see where it was paid for.  She politely kept trying to find information and advised she had to go speak with her supervisor, that she didn't know how to locate anything in the computer system.  She advised that the tow company showed up and they said that they didn't have equipment to move the van if it was the yellow one, but that the company thought maybe it was a white one and they tried to call us, but they couldn't reach uis (that's because the prior Rep had typed in the wrong phone # onto the paperwork - she inverted a #).  Still, no one had made any effort to contact me back at my phone number of (((REDACTED))) that they had on file for me. 

This Representative advised that she was placing her supervisor on the phone line.  The man was rude, rude, rude.  I told him we wanted our money back, because he told me that they would have to locate a company, and he just kept repeating himself, droning on that we had to understand that these things take time.  It was over 5 hours since I had received a receipt for payment.  I asked him what company, how long, what was their phone #.  He just kept cutting me off and droning on and on about this taking time and that we would have to wait, that this is very hard to find a company.  I advised him that this is not our fault, we told representatives over and over and over that this is a 12,000 lb vehicle, and we just kept being reassured, no problem, until he came on the phone and kept telling us how hard this is.  I told him I want a refund.  He said that it would take 7 - 10 business days for a refund.  I had 45 minutes into this phone call alone.  These representatives were clueless. 

I phoned Progressive back to advise them what had transpired.  I spoke with a Rep by the name of Jazmine.  She aws apologetic and told me that she was emailing me right over a complaint form.   That complaint form has not been received in my email in the time that it took me to locate this website and to type all of this in, so this website is getting my complaint form.  Thanks for being here.  We are very upset right now. 

So, here we are, 8 hours after our break down and we have a vehicle still sitting in a parking lot, many hours of time out from our day on the phone with Progressive and their associate company, Cross Country Motor Club, and my credit card has a charge of $112.00 on it. The real cost of this tow (as we suspected, which was why we kept questioing such a low charge) is a quote from a local tow company of $300-$350.  And now, we still need to get this accomplished on a Sunday night, because we were given the run around by this company all day long.

Needless to say, I will not be purchasing towing insurance from Progressive Insurance Company.