I am a 27 year old responsible homeowner, with a driving record clean as a whistle. The day before Thanksgiving, we had a major snow storm, which caused a sheet of ice on the driveway of a home we were visiting. My car lost control due to the ice and slid down the hill (out of my control). I have been with progressive since 2008 and have never made a claim until that day. Charles Huckabee, whom is the agent handling my case from the beginning was very unclear about how the process would go for me (i've never made a claim... So I needed someone to be very clear.) I drove a Chevy Tahoe (seats 8 people) I have a large family and when he told me he was setting up a rental car, I told him that I had a large family and couldn't drive anything other than an SUV... I won't fit in anything else. Weeks later Enterprise calls me and says that they still haven't received the "upgrade" acceptance from Progressive, this was the first that I heard of an upgrade. From that very first day that I explained to Mr. Huckabee that I needed an SUV, he should've explained to me that "an SUV is an upgrade, and that I would need to have it turned in in less than 30 days"that is what customer service is, explaining, making sure the customer understands... When. What. How - Especially through this process (my car's repair is taking 2 months.) I called Charles Huckabee after Enterprise called me and I was unable to reach him (I always get his voicemail, even during office hours). I never had a conversation with Charles "huck" Huckabee after that, until today. I was told to turn in my rental car on Dec 29th. Mr Huckabee even called to remind me to have the car back on Dec 29th. I retured my rental car promptly. Today there was a $500 charge on my credit card from Enterprise, I called the rental company and they said that my insurance company never approved the "upgrade." I called Mr. Huckabee this morning about 9am, He finally returned my call at about 5pm. He told me that there was nothing he could do about the charge. I had explained to him early on that I had a spare company car that I could use when the time came to turn in the rental and that I didn't want any extra money coming out of my pocket. Mr Huckabee must have been too busy during the holiday season to explain to me, his customer - that I needed to have the car back a week early to prevent a $500 charge to my personal account. He never told me to have the car back early. How can he get away with this?
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