PCTG Consumer Complaint Report Record ID#: 1161141984

This is a State Farm comprehensive claim, during a weather storm on Sept.2nd a tree limp fell and landed to the side of the unoccupied vehicle causing damage to the driver side of a 2006 Subaru Legacy. The front door received the major impact and the rear door had surface dents and scratches consistence with the front, the owner pull away the branches from his vehicle and saw the damages and called in a claim. Mr. TJ Kehoe went out to the policyholders place of business and appraised the vehicle on Sept. 15th he was told by the owner how the damages accorded, then Mr. TJ Kehoe appraised the vehicle with the rear door damages as being unrelated to the claim. The owner is a Greek-Cyprian American and has a distinguish accent, maybe Mr. TJ Kehoe didn't not understand or comprehend the policyholders' concerns, verbally. On Sept. 29th we made contact via fax to State Farm and requested a supplement, on Oct. 4th Mr. TJ Kehoe came to our facility for the supplement, we explained to him the concerns the owner had, and again he insisted the rear door was unrelated to this claim, also the other concerns we had from his original estimate were brought to his attention, and were as always omitted be deception or as he states it "I discussed it with you" or "I addressed it with you" this representation is not considered a good professional conduct. Within his heart he allowed a generous amount of $41.97 for the supplement, and felt that there was nothing else to discuss on this claim. On Oct. 5th we remove the damaged parts and found additional damages and requested via fax a 2nd supplement, than ordered the parts and started the scheduled repairs according to the estimate Mr. TJ Kehoe wrote, we didn't hear nothing back from State Farm, so on Oct. 10th we sent a fax again, notified the customer and ask for them to also make contact and to find out if there was a problem, we both waited& waited for a responds. Still waiting, on Friday the 13th the vehicle was completed as per the estimate, less the second supplemental parts & line items that were needed to be done to bring the vehicle to a preloss condition, again both of us called State Farm about this matter, and how convenient, we found out that the shop did not followed State Farms' supplementing protocol, and according from their photographs and their narratives there was no need for a supplement. On Oct. 14th we via fax we send out the 3rd supplement request addressing all the deficiencies Mr. TJ Kehoe omitted & error. Example I, if you intentionally alter the ADP estimating system it will leave an asterisk, which indicates an Estimators' judgment, was made and then the user should manually address all necessary R&I, R&R etc"¦ to all attached /adjacent parts & address all needed procedures N/A applied. Example II on this vehicle there is a information label on the old door it has the VIN #, Date, origin of the vehicle, etc"¦(Mr. TJ Kehoe stated that other shops take them off & reuse them, (boy what happens to the anti tapering labels void, void, void"¦) Example III drivers' outside door handle was damaged, one of the back mounting tab was broken (Mr. TJ Kehoe couldn't understand how it could happen maybe we broke it) Example IV, on necessary line items all major Estimating companies have a standard of formulas to be used went preparing a estimate, such as masking of jambs, recess & openings, Color sand & buff, Tint to achieve color match, etc.. (If Mr. TJ Kehoe needs copies or if State Farm doesn't provide them we will have copies available for them for every claim from now on.) Example V, NIB SANDING/DE-NIB Mr. Kehoe paid a generous .1 refinish which equals $4.60 plus materials and of course PA.State taxes, the formula allows calculations of 30% or .3 of a refinish hour, plus. On Oct 16th estimatic call us and confirm the final supplement request, and schuduled Mr.TJ Kehoe to come out, at this time we requested to have the owner notified of the time this will take place because he had requested to be part of the supplement procedure, for him self to understand what was the problem, they assured me that they will. On Oct.17th Mr.TJ Kehoe twice called us and requested to go over our supplemental estimate over the telephone and continued to state that everything on his original eatimate was addressed , we inform him stop and to contact the policy holder and set up a time for all parties to meet and to go over the details, his reply was that he kwons what we are doing and he will not be put in the middle of this matter, never did he call the policyholder. Mean time the owners were getting treir heads spun by the real pros,like Ron the Manager,etc....from inside. Just like the Tower of Babel it didn't make sense,and in the end it all sounded Greek to him. Please help this unfortuned policyholder.Thank you.