PCTG Consumer Complaint Report Record ID#: 1121259016

This complaint is sent to the D.O.I. with the consumer permission in the way State Farm handle their loss. As they have done in the past they refused to deal with the shop's personnel on both time, they just wrote the vehicle at a neutral spot with out the shop's personnel being present or involved with the estimating process. Her brother a State Farm Policyholder back up into her parked 2009 Chevrolet Malibu LTZ front bumper/lower grill area with his vehicle. State Farm's Thomas Nye was assigned to the claim and did estimate the cost of repairs in the amount of $1325.65. The vehicle was brought to our shop and we started the repair process and a needed supplement was requested. State Farm's Chris Pozzuollo came out on Thursday morning (1/21/10) and appraised the supplemental request in the amount of $37.10. He dismissed our concerns about the color match issues, the visual damaged parts, the capped paint materials, the non-acknowledgement of shop supplies cost (saved in a clear view bag) and the many line items addressed on the estimate as included operation which although we had documents showing otherwise then the tailored estimating software State Farm uses, for overlaps, for overrides and underpayments. We notified the owner and the policy holder which happens to be brother & sister and we showed them our dilemma with this vehicle. We had refinished the front bumper cover and install it on the vehicle, prep the vehicle to Industry Standards on the right side and on the left side we completed the estimated cost of repairs that State Farm addressed and paid for. They both agreed that the color match was not achieved even thou we had brought in the Sikkens Paint Reps to assist of getting a color to match. They both agreed that the right side of the vehicle was acceptable to them, less the color issue. And they both agreed that the left side was NOT ACCEPTABLE. ' They both agreed with the invoice brake-down amounts of the paint materials and the shop supplies (saved in a bag) that we used on their vehicle. They agreed of the visual damaged parts that were not addressed and the dismissed and underpaid necessary line items & procedures that still needed to be done. We notified State Farm for a 2nd supplemental request and Todd Fritz came out on Friday afternoon (1/29/10) and appraised the supplemental request in the amount of $35.63 and gave us the same song and dance. Now these people have a 2009 Chevrolet Malibu LTZ with a bumper that the color does match to the vehicles adjacent parts, still with damaged parts and the financial responsibility for money out of pocket. Now what could these people do! What options do they have! Could some one please help them! We had the vehicle owner read this complaint and if needed for their assistance please feel free to call them. There are photos available"¦"¦