PCTG Consumer Complaint Report Record ID#: 1078332056

Department of Insurance On January 18, 2004 Mr. and Mrs. Andrew Snavely, while driving through a snow storm experienced the misfortune of an automobile accident on the Pennsylvania Turnpike. The Snavely’s damaged 2001 Chevrolet Tahoe was towed to our facility as the damages sustained during the accident created a non-drivable situation and the vehicle needed to be removed from the highway. Speaking with Mr. Andrew Snavely the following morning he asked if his vehicle was repairable and if we were capable of performing these repairs. We explained the extent of the damages to Mr. Snavely and assured him we could repair his vehicle to its condition prior to the accident if that was his wish. Mr. Snavely advised us he would be contacting his insurance company Nationwide Insurance Company and requesting someone to stop out to inspect his damages. On January 20, I received a call from Andrew Snavely asking if Nationwide Insurance was permitted to inspect his vehicle at our facility. We assured him Nationwide was permitted at our facility and we would make available the vehicle for inspection. Mr. Snavely advised he discussed his claim with an appraiser Kris Kapusta, from Nationwide Insurance Company who had advised him that Crawford’s Auto Center Inc, was extremely difficult to deal with and it would cost the Snavely’s additional money to have his vehicle repaired at Crawford’s Auto Center, Inc. Kapusta advised Snavely he should have his damaged vehicle move to a Nationwide Blue Ribbon facility. Mr. Snavely advised me was very concerned after this discussion with Kris Kapusta and contacted his local Nationwide insurance agent to ask the agent what he should do. The agent advised Snavely he could have his vehicle repaired wherever he chose. The agent also offered to contact the appraiser Kapusta and request he make arrangements to inspect the vehicle at Crawford’s Auto Center, Inc. On January 21, Andrew Snavely contacted our facility again to advise he spoke with Kris Kapusta on several occasions over the past two days who instructed him to have his vehicle removed from Crawford’s. Andrew Snavely advised me he has been contacted by Kapusta at least 10 times regarding attempts to have his vehicle moved from Crawford’s to a Blue Ribbon shop. By this time Andrew Snavely was getting frustrated and advised Kaputsa he would agree to have his vehicle moved to a repair shop in the Lancaster area near his home if Nationwide would cover the cost for the towing. Kapusta advised Snavely that Nationwide would not pay for towing to the Lancaster area but they would pay to have the vehicle towed to a local Blue Ribbon shop in the Downingtown area. Andrew Snavely advised Kapusta to either inspect the vehicle at Crawford’s Auto Center or cover the cost for the towing to a shop local to his residence. Andrew Snavely then contacted our shop and asked if we could intervene on his behalf and request Nationwide to stop by and inspect his vehicle. I contacted Kris Kapusta and advised him to stop steering & directing our consumer and make arrangements to appraise the damages to his vehicle. After my conversation with Kris Kapusta he immediately contacted Andrew Snavely again and advised Snavely if he would allow Nationwide to move his vehicle from Crawford’s they would have it towed to a shop in the Lancaster area at Nationwide’s expense however, he would have to make this decision by 5:00 PM that afternoon or the offer would be withdrawn. Andrew Snavely contacted me in total frustration asking me for advisement. I advised Andrew Snavely the decision where to have his vehicle repaired was a decision he needed to be comfortable with and to feel free to move his vehicle if in fact that what he wished to do. Andrew Snavely advised me at this time he was getting very annoyed by the steering methods of his insurance carrier and his plans were to leave the vehicle at our facility. He would contact his agent again to ask him to attempt to resolve the situation and persuade the appraiser to stop at our facility to inspect the damages. On January 22, we received a call from Kris Kapusta who asked if he could stop by and inspect the Snavely’s damaged Chevrolet Tahoe. He asked if it was convenient to stop by that afternoon and we told him yes. Kapusta stopped by at approximately 2:00 and prepared his estimate of damages for the amount of $6,514.34. While reviewing Nationwide’s estimate of damages we observed many aftermarket / non-original parts. We advised Kapusta we would not agree with his estimate until we had the opportunity to discuss the parts and repairs with the owner. We contacted Andrew Snavely and advised him Kapusta had been out and prepared an estimate of damages which included aftermarket parts. We explained the next step in the repair process would be his authorization for repairs and we would begin the repair stage. Andrew Snavely signed our authorization to repair on January 23, and sent it back to our facility. Andrew Snavely and I discussed the OEM parts versus the aftermarket parts and he advised he would pay the additional amounts necessary to have original equipment parts install on his vehicle. We ordered the parts necessary to begin repairs and scheduled the vehicle for dismantling. On January 26, Andrew Snavely’s vehicle was brought into our facility and our technician began the process of dismantling the sheet metal and exterior parts off the vehicle. Once the vehicle was dismantled we measured the frame and began the diagnosis and frame repair stage. We observed the front cross member severely cracked on both the left and right sides at the frame rails. The frame was out of square in at least 8 areas with buckles and stress towards a right hand sway. The front axle housing was cracked and the mounting for both the axle and motors needed to be replaced. It was obvious the frame would have to be replaced and rather than expense additional labor on the vehicle we contacted Nationwide’s Supplemental Hotline and requested a supplemental inspection. I also contacted Andrew Snavely and advised him of the additional damages we found on his vehicle and the need for a full frame replacement. On January 29, Nationwide sent out Kris Kapusta to inspect for the supplemental. We placed the vehicle on our lift and positioned it so Kapusta could inspect the damages. Kapusta had difficulty realizing the extent of damages and advised in his opinion the frame could be repaired. He advised us he would pay us to repair and weld the stressed cross member areas and repair the rails. We advised him the cross member was not a part that could be welded and once it is stressed to the point of cracking the cross member the frame needed to replaced. Realizing the appraiser was having trouble understanding the extent of damages I directed Kapusta to the stress cracks in the front cross member and the need for a frame replacement. Kapusta advised us the cross member is a serviceable part and we can weld a new replacement cross member between the frame rails. I explained the cross member is not a replaceable part however, he advised he would have to investigate the situation himself and let us know his findings. He inspected the additional items that needed to be addressed including the motor mounts and front axle housing. Kapusta than went out to his car and began preparing his supplemental. Kapusta spent approximately 2.0 hours parked in front of our facility working on the supplemental report for Andrew Snavely’s damages vehicle. I had a 3:00 doctors appointment and prior to leaving walked over to Kapusta’s car and advised him I had to leave my office for approximately an hour. Kapusta advised me the cross member was not a serviceable part and he made the decision to total loss Andrew Snavely’s Chevrolet Tahoe. I advised Kapusta if I was not back by the time he had completed his report to leave a copy of his appraisal with our receptionist so I could go over his appraisal. Kapusta advised it was not necessary for him to leave a copy of his report as the vehicle was a total loss. I advised him as per Pennsylvania State guidelines he is to leave a copy of his appraisal with the consumer’s representative. Kapusta refused stating not in the case of a totaled loss. Kapusta advised me he would be following Nationwide’s guidelines and NOT leave a copy of his supplemental appraisal with the shop. When I returned from my appointment Kapusta had left our facility without leaving a copy of his report. This same afternoon I received a call from Jennifer Snavely who advised Kris Kapusta had contacted her and insisted she release their vehicle to Nationwide Insurance Company. I explained to Jennifer what had occurred regarding the totaled loss scenario and Mrs. Snavely requested I contact her husband. I contacted Andrew Snavely at his work place and explained what had transpired with the Nationwide appraiser. I advised his vehicle is in fact a repairable vehicle in my opinion however, we would not attempt to repair the damaged frame currently and under his truck. General Motors has a new OEM frame available in stock which could easily be place under his vehicle if his insurance carrier is willing to accept the cost to perform this procedure. Andrew Snavely advised he would be contacting his insurance agent and not to release his vehicle until he called back. END END END. Nationwide Insurance Company is in violation of state guidlelines: > Steering and Directing of consumers. > Refusal to leave a copy of the appraisal Please contact our consumer and investigate the manner in which this claim is being handled. Stephen E. Behrndt Crawford's Auto Center, Inc.