PCTG Consumer Complaint Report Record ID#: -1363807844

Date of Report Submission: 8/11/2017 11:39:45 AM
Submitters IP Address:

Complaint Comments:
I inspected the loss vehicle for the above-referenced claim and prepared an estimate on 08-08-2017. Our customer needed to have her insurance company prepare an initial estimate so she can have her vehicle repaired at our facility. She was asked to bring it to Thomas Chevrolet, a Liberty Mutual DRP, for the inspection. She went there on 08-08-2017 and Mike Kelly, a PA licensed appraiser, prepared the estimate of record for Liberty Mutual in the gross amount of $2,812.89. Ms. Kaminstein called me today and said that she was contacted by Michael Purcell of Liberty Mutual saying that he audited Mike Kelly's estimate of record and made a negative supplement in the amount of $763.68, bringing the gross amount of the claim to $2,049.21. I reviewed the desk-written supplement and found it to be grossly deficient and inaccurate and did not adhere to the guidelines of the PA Appraisers Act. Mr. Purcell did not inspect the loss vehicle in person, but merely reviewed Mike Kelly's estimate and photos from another state and made numerous changes in judgment times and items needed to repair the loss vehicle correctly and safely. In addition, the vehicle was hit in the right rear wheel, necessitating the wheel replacement, and Mr. Purcell took the 4 wheel alignment off, which is a safety issue. Liberty Mutual is not properly indemnifying their insured by the arbitrary and inaccurate actions of Michael Purcell. Once an estimate of record is generated the insurance company is estopped from making changes in any fashion other than a personal inspection unless the customer or body shop representative requests a supplement and agrees to allow the insurance company to use photos to generate that supplement. This complaint highlights just one example of the need to rescind the changes to the PA Appraisers Act that allow the preparation of estimates in any manner other than a personal inspection.

Itemized Complaints
Violation of Act 367 Title 63, Ch. 22B:Yes
Violation of Regulation PA Code Title 31, Ch. 62:Yes
Violation of Unfair Ins. Practices Act Title 40, Ch. 4 :Yes
Violation of Unfair Claims Settlement PA Code Title 31, Ch. 146, Subch. A:Yes
Violation of Automotive Industry Trade Practices Title 37, Ch. 301:Yes
Arbitrary Capping & Underpayment:Yes
Non-Independent Appraisal:Yes
Unprofessional Behavior:Yes
No regard for Public Safety:Yes
Non-personal Inspection:Yes
Inaccurate description of repairs :Yes

Consumers Information
Name:**removed for privacy**
Address:**removed for privacy**
City:West Chester, PA 19382State:Zip:
Daytime Phone:**removed for privacy**Evening Phone:**removed for privacy**

Repair Facility Information
Repair Facility:Brandywine Coachworks of Chadds Ford
State Appraiser License:153336
Shop Representative:Bob Cicconi
Address:1209 Baltimore Pike
City:Chadds Ford, PA 19317State:Zip:

Insurance Information
Insurance Company:Liberty Mutual
Claim Number:035986272-01
Insurance Company Representative:Michael PurcellDate of loss:08/03/2017
Appraiser License Number:IA850121
Insurance Company Phone:518-389-0864

Legislator Information
Consumer Legislative Representative:Comitta, Carolyn T. (D) District 156Consumer Senator:Killion, Thomas H. (R) District 9
Repair Facility Legislative Representative:Barrar, Stephen (R) District 160Repair Facility Senator:Killion, Thomas H. (R) District 9

PCTG Consumer Complaint Report Record ID#: -1363807844

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