0:00
Company fixed the issue and I have been provided with apology. I was reimbursed for the work I had done
0:10
But I hope Progressive will understand that customer relations are a vital part of a successful business
0:16
Well, I was a customer for Progressive about three years ago, and I was a customer for four years
0:25
And I was very happy with their service. But as you probably know, the insurance business, everybody's competing by price, and I wanted to save the money
0:34
So I switched over to a different insurer. And it didn't take long for me to realize that I was better off with Progressive, even though it costs a little more
0:46
So I went back. But unfortunately, during the time I was away
0:51
they have changed their method of doing business, especially in terms of customer service
0:59
I called for customer service and I didn't get anywhere when I was trying to find out if the information that Progressive had said they needed for me wasn't available to them on their computer
1:17
And they beat around the bush for a while and then finally just said, oh, we don't have any access to that information
1:25
Huh? You're Progressive, right? Oh, no, Progressive outsourced their customer service and now we're in charge of it
1:32
So I asked. How can you do anything with my information if you don't have access to it
1:39
Well, we can't. So this is a total futile exercise, I said to them
1:45
They said, well, we'll try to help you as best we can. I said, well, how can you help me
1:50
And they they said I should call an agency. An agency in the insurance terms is a separate entity that does have a connection to the data in the Progressive computer system, but they only work for their customers
2:13
They don't take people that are not paying them and help them with their problems with Progressive, which makes sense
2:21
So I called to Progressive again and complained about the situation to my problem of getting service
2:32
And they said, well, well, I should say first that this all began with a flat tire
2:39
And it took me two days to go through what I'm telling you. And finally, this person I talked to said that, well, we will cover it if you have someone do it
2:50
We can't find someone to take care of your flat tire. So I got someone and I decided before they do any work, I should check to make sure that I'm going to get reimbursed because I've already paid for the service
3:04
I see no reason why I should be paying for this solution
3:12
So I called back and I was told that once I submit an invoice, it would be evaluated
3:20
And if they decided to reimburse me, I would get the money
3:26
No, no, no. I think I need to know for sure before I pay for it because I've already paid for the service
3:35
And I went back and forth with the customer service a couple of times until finally somebody that could make an executive decision got on and said, don't worry, we'll pay for it
3:44
We put you through enough and we will now pay for it
3:49
So, I mean, that took three days to get a flat tire fixed
3:54
And the problem that I had was Progressive used to be the best
4:01
And now it's among the worst because they have run straight into outsourcing as a solution when they can't do anything
4:13
They have no access to information. They have no knowledge of insurance
4:18
They're useless. And I'm not blaming them. They should have never been hired by Progressive
4:24
And in my opinion, they're ruining their reputation. Well, I'm hoping that Progressive will see that what I'm angry about is that they've changed their way of doing business in terms of how they treat their customers
4:41
Personally, I would appreciate it if they would expedite my reimbursement as it's been more than a week since I sent them the invoice
4:53
And as I said, I was told that I would be reimbursed 100 percent
4:58
And yes, the person that did the work is charging a lot, but it's at a point where they could not find anybody to do the work
5:10
There are very few people where I live and the work was done after hours
5:19
So there was an extra charge for that. So at this point, I am just concerned that I won't see the money that they said they would give me when they promised to do so
