PCTG Consumer Complaint Report Record ID#: -721755495

Date of Report Submission: 8/7/2019
Submitters IP Address:

Complaint Comments:
Department Of insurance: Agency Insurance Company accepted liability on behalf of their insured and advised our customer to take a photo and sent it to them for appraisal purposes. Our customer sustained damages on the rear end of her 2019 Toyota Rav4 and did as requested and sent a photo to Agency Insurance Company. Agency's appraiser a Mr. Jay Giberson prepared an estimate in the amount of $541.58. Our customer scheduled her repairs and we wrote our repair order for $2,424,24 and advise our customer to request a physical inspection and supplemental inspection on her damages. Agency Ins Co refused our customer's right to a physical inspected and demanded our customer send photos and our supplemental. This situation continued for several weeks when finally our customer contacted a supervisor at Agency Ins. Co and they agreed to send out Mr. Gilberson to physically inspect the loss. Mr. Gilberson made an appointment on Aug. 7, 2019. When appraiser Jay Giberson (appraiser's number unknown) was out to inspect the damages on our customer's vehicle he signed our log in at 10:00 AM. As agreed upon we had the vehicle available out front of our facility and dismantled for his inspection. Mr. Giberson was asked to provide his Pa Motor Vehicle Physical Damage Appraiser License and he refused. He advised we have it on file however we do not. He then demanded to speak with the owner and I walked out of my office to ask what, is the problem? Giberson advised he would not sign our Hold Harmless document which is required for him to inspect on our property. He also advised he would not provide his appraiser's license. I advised if he did not have the state required license he would have to leave. He offered to show his license and held it over our counter. I read the expiration date which is June 2017 and a non-valid license. He demanded I call the Insurance Department and I explained that as per the state it is a requirement he needs to carry a current Pa Appraiser's license and provide it when doing his inspections. Mr. Giberson challenged my position and demanded that I show him my Pa MPVDA license. I explained that nowhere in the state law does it say the shop owner must show the insurance company appraiser his license. At this time I asked him to leave and Giberson became irritated demanded he inspect the vehicle. I asked one of our front office people to call the police and then Mr. Giberson walked out the front door to leave our property. Mr. Giberson was then seen taking photographs of our front door and business sign as an intimidation effort before he left. I then watched as he backed across our parking lot got out of his vehicle and began taking several photos of our customer's vehicle without our permission and when I walked out the door to tell him to stop and leave he began taking several photos of me. It appears this individual is an angry and emotional person whose intentions to attempt and intimidate others is unprofessional behavior. It is a violation of Pa state law to inspect damaged vehicles without a current license and his behavior on behalf of Agency Insurance Company is certainly concerning, unless this market conduct if what Agency expects of its representatives. The vehicle in question has been waiting for a proper appraisal of damages for over two weeks. Our customer requested a physical inspection which is within her rights following the guidelines of the Pa MVPDA. Please investigate the manner in which this individual is behaving in the market place and his practice of writing appraisals with a non-current state license. His market conduct is unprofessional a violation of the state law and regulation as well as The Pa Unfair Claims Practices Act and other consumer protection laws. I have attached a copy of his initial appraisal he sent to the vehicle owner based on a photo and showing no appraisal license hand written or electronically. For your investigation we have also attached internet correspondence showing Agency’s and Gilberson’s refusal to inspect and violations of the states laws. Thank you, Stephen Behrndt, President Crawford’s Auto Center, inc.

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
Refusal or Failure to Sign:Yes
Appraiser License Omitted:Yes
Refusal to leave copy of appraisal:Yes
Non-Independent Appraisal:Yes
Unprofessional Behavior:Yes
Non-personal Inspection:Yes
Refusal to re-inspect vehicle:Yes
Inaccurate description of repairs :Yes

Consumers Information
Name:**removed for privacy**
Address:**removed for privacy**
Daytime Phone:**removed for privacy**Evening Phone:**removed for privacy**

Repair Facility Information
Repair Facility:Crawfords Auto Center Inc.
State Appraiser License:276003
Shop Representative:Steve Behrndt
Address:302 W Uwchlan Ave

Insurance Information
Insurance Company:Agency Insurance Co
Claim Number:175083
Insurance Company Representative:Jay GibersonDate of loss:6-17-19
Appraiser License Number:not available
Insurance Company Phone:800-841-5241

Legislator Information
Consumer Legislative Representative:Hennessey, Tim (R) District 26Consumer Senator:Dinniman, Andrew E. (D)District 19
Repair Facility Legislative Representative:Lewis, Harry (R) District 74Repair Facility Senator:Dinniman, Andrew E. (D)District 19

PCTG Consumer Complaint Report Record ID#: -721755495

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