PCTG Consumer Complaint Report Record ID#: 1523627864


Date of Report Submission: 4/13/2018
Submitters IP Address: 76.98.164.136

Complaint Comments:
on 4/10/208 Traci Munsell came out to inspect supplement damage to Lisa Matthis's 2013 BMW X5, I showed her that the right inner and outer tie rod were severely bent requiring replacement and by BMW repair procedures this means that you must replace a steering rack for safety issues. Traci told me that "they" do not pay for that so the customer has to call inside claims to deal with them, Traci is choosing to go against OEM repair procedures showing no regard for public safety and potentially causing an out of pocket expense to be placed on the insured. In choosing to pay to repair the vehicle against OEM procedures Traci is not bringing the vehicle to a pre loss condition and invalidating the vehicles operating license. This is as blatant of a disregard of the appraisers act as you can get, and needs to be looked into for the safety of their insured. In the event of accidents or driving conditions similar to accidents, shock-like loads can cause different types of damage to steering boxes. When a steering box is externally undamaged, it is sometimes only possible to identify damage with great difficulty and with great effort. However, damage of this nature poses an unacceptable risk to the vehicle because it can result in failure of the steering system. Because of the disproportionate amount of effort involved, it is generally not sensible to check thoroughly all the individual components of the steering box and as an alternative it is necessary to take into account other components which can be checked more easily. Procedure: The steering box must be replaced if one or more of the following points apply: A. Visible or noticeable damage to the steering box - Version with electric steering box (EPS): Examine in particular the control unit with all plug connections for damage and hairline cracks. B. Unacceptable torque increase and jamming when the steering box is turned from lock to lock (without hydraulic/electrical assistance) C. Fire damage D. Damage, permanent deformation or fractures to: - Wheel rims in the event of a negative result from the wheel alignment check - Spring struts, steering stubs, wheel carriersWishbones - Struts or trailing links or anti-roll bar with this function - Body-side attachment points for wheel guide/control components - Front axle support - Pitman arms - Track rods - Steering box fixtures - Steering column A lopsided steering wheel, significant deviations of camber/track values and noises when cranking the steering can be additional indications for the damage/deformations listed here. This guideline is binding for all accident repairs to BMW and MINI vehicles. Note: If the steering box replacement work which is required for safety reasons is refused by the customer or an insurance company for cost reasons, a memorandum to that effect must be drawn up and countersigned by the party bearing the costs of the accident repair. For a corresponding example of the memorandum, see Service Information (bulletin) 320188 Actual situation of the steering column and steering shaft: In the event of accidents or driving conditions similar to accidents, shock-like loads can cause different types of damage to the steering shaft and steering column. In case no external damaged of the steering column and the steering shaft can be noticed, it is sometimes only possible to identify damage with great difficulty and with great effort. Proceedure for steering column and steering shaft: The steering column and steering shaft must be replaced if one or more of the following points apply: - Visible or noticeable damage, deformation or breakage of the steering column or steering shaft Damage, permanent deformation or breakage of the track rod - Unacceptable torque increase and jamming when the steering column is cranked from limit position to limit position (without hydraulic/electrical assistance) - If the wheel alignment nominal data cannot be reached after all the damaged wheel components are changed (exceedance of the permissible wheel alignment tolerances). If required, attach the measurement protocol of the invoice/certificate If the steering column/steering shaft replacement work which is required for safety reasons is rejected by the customer or an insurance company for cost reasons, a memorandum to that effect must be drawn up and countersigned by the party bearing the costs of the accident repair. For corresponding specimen of the memorandum, refer to Service Information 320188(828) Appendix 1 Attention! The vehicle's operating licence will be invalidated whenever the function of any of its safety components is compromised!

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
Refusal to use Quality OEM Parts:Yes
Non-Independent Appraisal:Yes
Unprofessional Behavior:Yes
No regard for Public Safety:Yes

Consumers Information
Name:**removed for privacy**
Address:**removed for privacy**
City:Philadelphia State:paZip:19140
Daytime Phone:**removed for privacy**Evening Phone:**removed for privacy**

Repair Facility Information
Repair Facility:classic coachwork
State Appraiser License:625286
Shop Representative:michael hannan
Address:125 west butler ave
City:amblerState:paZip:19002
Phone:215-646-7887

Insurance Information
Insurance Company:state farm
Claim Number:38-3469-L7801
Insurance Company Representative:Traci MunsellDate of loss:03/27/2018
Appraiser License Number:145230
Insurance Company Phone:

Legislator Information
Consumer Legislative Representative:Vazquez, Emilio A. (D) District 197Consumer Senator:Street, Sharif (D) District 3
Repair Facility Legislative Representative:Daley, Mary Jo (D) District 148Repair Facility Senator:Greenleaf, Stewart J. (R) District 12

END
PCTG Consumer Complaint Report Record ID#: 1523627864


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