PCTG Consumer Complaint Report Record ID#: 1206386039

Pa. Department Of Insurance: Attached please find documents that support our complaint against Allstate Insurance Company and their staff appraiser Mr. Charles S. Milewski #135086 and his Supervisor Mr. Vince Szarko. On January 30, 2008 our consumer's vehicle was involved in an accident sustaining damages to its right front, side body panels and suspension. Mr. Milewski was assigned to inspect said damages and to prepare an appraisal that represented the actual cost to repair the vehicle to its same condition prior to the loss. While reviewing Mr. Milewski's estimate of damages we advised that a reconditioned left front wheel listed on his estimate could not be utilized due to our company's safe parts policy and also informed him that additional refinish material reimbursement would be necessary. We agreed to continue with the repair process and advised we would contact him regarding our final repair order once the refinish process was completed and the vehicle assembled and ready for delivery. Mr. Milewski remarked that Allstate Insurance Company would only pay based on their estimated $20.00 dollar per refinished hour. He also advised that if a reconditioned wheel is available, that is all Allstate would allow. We made an attempt to explain the unacceptable warranty on remanufactured and reconditioned wheels. We suggested that he contact his supervisor regarding our disagreement on materials and the wheel or we would make the call. Mr. Milewski offered his supervisor's phone number to contact and left our facility. Reconditioned Wheel: Allstate's reconditioned wheel was to be purchased at Sport Car Tire in Delaware. We contacted Sports Car Tire and spoke with an individual named Eric. We asked if the wheel was available and double-checked the price. Eric advised the wheel was in stock. We then requested a faxed copy of their warranty for the wheel prior to purchasing the part. Eric advised there is no warranty on the wheel. We replied our company could not utilize a non-warranted wheel and he advised that the part is not warranted. Next we contacted the Pa. Department of Insurance and asked what entity is to warrant the wheel if the vendor would not? We were advised the insurance company requesting the part must warrant a part if the vendor does not. The insurance company must follow the Appraiser's Act and the Regulation, which states as follows: "If the appraisal includes aftermarket crash parts, a statement that the appraisal has been prepared based on the use of aftermarket crash parts, and that if the use of an aftermarket crash part voids the existing warranty on the part being replaced or any other part, the aftermarket crash part shall have a warranty equal to or better than the remainder of the existing warranty." We contacted Mr. Milewski's supervisor a Mr. Vince Szarko and explained the previous conversation with Sports Car Tire. We also explained our discussion with The DOI. Mr. Szarko advised he was not aware that the reconditioned wheels were not warranted and for us to acquire an OEM replacement. Refinishing Materials & Allied Products: During this same conversation we advised Mr. Vince Szarko that Allstate's $20.00 per paint hour versus our actual cost of material necessary to refinish our consumer's vehicle as unacceptable. We explained the inventory accounting system our shop has in place to determine our cost and final invoices by calculating through our software programs and tracking the actual product used. Allied products are then calculated through invoice per item per repair order. Mr. Szarko advised Allstate would only reimburse by their methods at $20.00 per refinishing hour. We explained the cost of refinish materials has increased dramatically over the past few years and our facility could not refinish vehicles based on their methods of reimbursing materials. Allstate Insurance Company needs to understand their hourly rate per refinish hour is out-dated and not an accurate process of determining cost of materials. A further explanation followed, of how our liquid product is weighed on a digital scale, which sends the exact quantity needed to a computer. The computer calculates the cost of materials and provides an accurate, automated invoice of liquid materials needed to refinish the vehicle. Mr. Szarko refused to recognize our explanation and repeated, Allstate would not utilize our automated process or our printed invoice. He advised Allstate would only pay based on a $20.00 per refinish hour.' Our consumer's 2005 Chevrolet Equinox was delivered from the factory finished in a high pearl color that GM identifies as #21 Laser Blue. M., 2C. Our company's liquid materials required for this vehicle totaled $525.37 invoice attached. Necessary allied materials are invoiced at $41.22. This computes to a $566.59 materials charge necessary to repair and refinish said vehicle. Mr. Milewski's estimate only reimbursed our consumer $208.00 which leaves an amount owed of $358.59. In addition, the refinishing process required additional coverage passes to conceal the transparency of the color. This necessary labor was billed at a 2.0 increase over the estimating database utilized by Allstate Insurance Company. We explained why our additional refinish labor was needed however Mr. Milewski refused reimbursement stating he was not permitted to deviate from the labor allowed by the database.' The Pa. Motors Physical Damage Appraiser Regulation requires the appraiser to prepare Regulation: A description of repairs, known at the time of appraisal, necessary to return the vehicle to its predamaged condition, including labor involved, cost of all parts, necessary painting or refinishing and all sublet work to be done. An appraisal for the repair of the motor vehicle shall be made in the amount necessary to return the motor vehicle to its predamaged condition. If the consumer wishes to repair the motor vehicle to a condition better than the predamaged condition, the appraisal need only specify the cost of repairing the vehicle to its predamaged condition.'''''' Our repair process followed the original manufacturers guidelines to return said vehicle to its same condition prior to the loss. Allstate Insurance Company has forced our consumer into subsidizing the actual cost of repairs. The documentation provided supports our claim against the appraiser who acted unprofessionally and refused to identify necessary materials to repair our consumers damaged vehicle. Our claim is also filed against Mr. Vince Szarko as the Allstate Supervisor responsible for Mr. Milewski's actions.' Please investigate our consumer's complaint against Allstate Insurance Company and require the insurance company to follow state guidelines and reimburse the actual cost of repairing his vehicle. Thank You, Stephen Behrndt President Crawford's Auto Center, Inc.