PCTG Consumer Complaint Report Record ID#: 1552149030

Date of Report Submission: 3/9/2019
Submitters IP Address:

Complaint Comments:
Department of Insurance - This consumer complaint began as a photo-estimate and was grossly under-estimated at $567.67 (Allstate's desk estimator). We requested a physical inspection for damages missed. Appraiser Odenweller #196597 was assigned the inspection by Allstate. On March 7, 2019 at 2:50 PM Appraiser Odenweller signed in at our facility to inspect our customer vehicle. We provided Odenweller with our shop's repair order at $2,958.27 and provided the customerís vehicle for him to inspect. Odenweller looked over the loss then came into our front office telling us that he would not pay our shop to properly refinish the vehicle as described by our repair order. He stated "bumper covers never match the vehicle" and he would not pay for the refinishing procedure to blend into the quarters and clear over the outer roof rails. We explained the procedure to blend adjacent panels is an industry accepted method of color matching and is necessary on our customerís vehicle. We also explained, this is not a first party claim and Allstateís policy guidelines have no factor when repairing a vehicle that was struck by an Allstate insured. We explained the color code of this vehicle is a high metallic dark silver tone and would require blending for a proper match. Odenweller said no, Allstate is not going pay for refinishing past bumper covers and he would be denying payment for the procedures. We explained Allstate has accepted liability for the repairs and is responsible to reimburse the cost for procedures necessary to properly match panels as we refinish the vehicle as well as a matching color between the rear bumper cover and the adjacent quarters. The objective is a preloss / predamaged vehicle. Odenweller stated no, he will not pay us for the refinishing procedures and advised this is all he will write. Odenweller placed his estimate on the counter signed out at 2:35 PM and proceeded to walk out the door. We asked him to stop and then asked where is the payment for the amounts you have recognized? He advised he would not pay us even though we provided him with our customerís authorization to release payment to Crawford's. He advised he would send payment to the customer, get paid from her. We explained this is not normal and customary for an Allstate claim. Due to the work in process and Allstateís customary practice is to pay the shop during inspection. For Example: Odenweller has paid us on prior claims. This time it appears he was being unreasonable due to our rejection of his estimate. We explained to him another Allstate appraiser was at our facility the day before and had no problem issuing a check while inspecting another customerís loss. We questioned why was he being so unreasonable and difficult when Allstate has an obligation to properly handle our customerís claim? It appears through Odenweller's behavior that he is under a great deal of stress and unable to perform his duties in an independent and professional manner. He appears to be hostile towards our customer as well as our facility and his refusal to reimburse our necessary repair cost is a direct violation of the appraiser's act. Odenweller's behavior will force our customer to pay for the unpaid cost to repair her vehicle properly. This is anti-consumer behavior and a violation of the Appraisers Act by Allstate Insurance Company. With this complaint we request a complete Department investigation into the wrongful use of photo-estimates that places the vehicle owners into hostile situations and unfair settlements. We also request a complete investigation into Odenweller's refusal to pay necessary refinish procedures and repair items. We also request a complete investigation into the stress and micromanagement happening to Allstate appraisers as they inspect damaged vehicles. The Department of Insurance should be aware that field appraisers working for insurance companies utilizing photo-estimates are under great stress as they hope to keep their jobs while re-inspecting underwritten and inaccurate photo-estimates. It appears that appraiser Odenweller is a perfect example of a stressed-out and hostile appraiser who is taking his inability to cope with his job out on unsuspecting claimants and repair facilities responsible for proper repairs. >>>>>> Regarding photo-estimates: Allstate originally photo-guessed the damages at $567.67. Odenweller underwrote at $1,566.13. Crawford's repair invoice is @ $2,95827. Please realize this is a third party claim where Allstate has accepted liability to repair our customer's vehicle. There are no limits of liability. Allstateís legal obligation is to pay the cost of repairs for a vehicle their insured struck and damaged. Thank you, 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
Arbitrary Capping & Underpayment:Yes
Refusal to use Quality OEM Parts:Yes
Non-itemized listing of all damages:Yes
Non-Independent Appraisal:Yes
Unprofessional Behavior: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:Allstate Insurance Company
Claim Number:000535969059B02
Insurance Company Representative:RICHARD ODENWELLERDate of loss:2/23/19
Appraiser License Number:196597
Insurance Company Phone:973-723-2460

Legislator Information
Consumer Legislative Representative:choose oneConsumer Senator:choose one
Repair Facility Legislative Representative:choose oneRepair Facility Senator:choose one

PCTG Consumer Complaint Report Record ID#: 1552149030

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