PCTG Consumer Complaint Report Record ID#: 1496253226

Date of Report Submission: 5/31/2017
Submitters IP Address:

Complaint Comments:
Mr. Thomas vehicle was struck from behind by Zurich insurance. His vehicle was unsafe to drive as he described to us and has noises he didn't have before. He scheduled to bring his vehicle to our facility and told Melissa at Zurich his plans. She called us and said the vehicle was drivable asked us when we were going to start repairs. Without even having a appraiser assign she went after the rental cost and she stated she wasn't gonna pay for until we started repairs of vehicle. She had no concern for Mr. Thomas safety nor the other vehicles on the roadways. Her concern is to suppress the rental that Zurich owes to bring back the vehicle to pre-loss, since prior to the damage vehicle, Mr. Thomas wasn't at any loss or inconvenience, now he is. She was in attack mode from the beginning and threatening Mr. Thomas will have to pay for rental, yet she didn't even assign an appraiser. After I educated her about the vehicle and the customer will be dropping vehicle off she finally assigned appraiser. I clearly stated, and requested for her appraiser to call and schedule to see the vehicle prior to entering the facility. She and the appraiser had no regards to my request and the appraiser showed up without an appointment. I tried to accommodate the appraiser and attempted to show the points of concern the vehicle was undrivable, he smirked and ignored the rear sensor and gate that was unfunctionable and hazard for the roadways. Furthermore he was unprofessional. He decided to take pictures and not discuss the vehicle and say the vehicle is drivable. Obviously, he wasn't there to acknowledge the loss and safety concerns. He left and never completed the appraisal. With our signed authorization from the customer we started on the vehicle after he left, we also took before and after photos of the state of the vehicle that day is was dropped off and sent via email to Melissa. She was aware of her appraiser conduct and had proof of the vehicle unsafe to drive and in current state of repairs. She asked us in her email not to perform further repairs until she has an appraiser to view vehicle and write their appraisal. We did as she asked. Surprisingly to us, Melissa sent the prior appraiser again to come to our shop prior to the new assigned appraiser and he was searching and looking around our facility without authorization to capture more photos and write an appraisal of the vehicle, since he discovered we weren't available at our facility. Finally,her new appraiser viewed the vehicle on 5/23 with a very significant amount of damaged on the appraisal. She further stated that the new appraiser tried calling me and could not enter the facility, which was false, our records show times he called. He had spoke with us and we had already made arrangements for him and he was fine with the arrangements. Where she came up with her fact unsubstantiated. She didn't waste any time after the appraiser completed the appraisal, she started with calls and further attempts to keep harassing the customer and us. I have emails her requesting start time and completion dates within 1 day of the initial appraisal. As of today, 5/31, five business days after initial appraisal, Melissa now cut off rental fees and refused to set up direct billing the rental company that Zurich insurance has done direct billing with in the past, which raises concerns, in my opinion is there prejudicial reasons for her actions?? After all, Mr. Thomas is the one who is being inconvenienced and now he is a being victim for some reason of the conduct Melissa has caused for Mr. Thomas and intention to cause more harm for him and his choice of where he has taken his vehicle. Please look into this matter..

Itemized Complaints
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
Non-Independent Appraisal:Yes
Unprofessional Behavior:Yes
No regard for Public Safety:Yes
Inaccurate description of repairs :Yes

Consumers Information
Name:**removed for privacy**
Address:**removed for privacy**
City:SPRINGFIELD State:PAZip:19064
Daytime Phone:**removed for privacy**Evening Phone:**removed for privacy**

Repair Facility Information
State Appraiser License:
Shop Representative:DAN
Address:731-B CHESTER PIKE
City:PROSPECT PARKState:PAZip:19076

Insurance Information
Insurance Company:ZURICH
Claim Number:4640135211-001
Insurance Company Representative:MELISSA MARTINEZDate of loss:5/10/17
Appraiser License Number:
Insurance Company Phone:302-342-1100

Legislator Information
Consumer Legislative Representative:Adolph, William F. (R) District 165Consumer Senator:McGarrigle, Thomas J. (R) District 26
Repair Facility Legislative Representative:Miccarelli, Nick (R) District 162Repair Facility Senator:McGarrigle, Thomas J. (R) District 26

PCTG Consumer Complaint Report Record ID#: 1496253226

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