PCTG Consumer Complaint Report Record ID#: 1201632060

INSURANCE DEPARTMENT OF PENNSYLVANIA The following consumer complaint includes violations of unprofessional behavior, consumer steering, low-ball estimating, refusal to re-inspect plus assorted other enforcement violations: On Dec. 5, 2007 our consumer was involved in an auto accident where his vehicle sustained collision damages to the rear end of his 1999 VW Jetta. The hitting party, Belfore USA Group Inc. accepted responsibility for the damages and turned the claim into their insurance company, AIG CS/TS. AIG assigned the claim to CRAWFORD & CO Appraisal Service to visit our facility and inspect the claim and settle the loss. State licensed Motor Physical Damage Appraiser Mr. Ray Matus Lic. #136475 was assigned the claim. On Dec 12, Ray Matus contacted our facility to schedule an appointment however the vehicle was scheduled to be dropped off that afternoon. On Dec. 14, 2007 Ray Matus stopped at our facility without an appointment to inspect the damages. Prior to inspecting the damages Ray Matus made an attempt to intimidate the repair facility by advising he had already located used parts for the vehicle and if the shop refused used parts he would total the vehicle. Trying to avoid conflict & confrontation with the appraiser we moved the vehicle to the front parking lot providing Ray Matus access to inspect the damages. Ray Matus inspected the damages however he did not prepare an appraisal at the time of his inspection. Ray Matus did not leave a copy of his appraisal at our facility nor did he review his appraisal with the consumer or the consumer's representative as per Pa. State Guidelines. On the afternoon of Dec 14, 2007 we received via fax a copy the appraisal prepared by Ray Matus of Crawford & Company. Our consumer provided his authorization to repair and we proceeded to dismantle the vehicle. After dismantling we contacted the owner of the vehicle and advised him that the Crawford & Company appraisal was not sufficient to repair the damages. On Dec 21, 2007 we requested a supplemental by sending Ray Matus a copy of our repair order identifying what was needed to properly repair the VW Jetta. Ray Matus contacted our consumer and advised him to have the vehicle moved to Grand Sport Auto Body for the repairs or Matus would total loss the vehicle. Utilizing the state guidelines for a total loss, this vehicle did not meet the criteria for a total loss. Our consumer advised Matus he was a customer of Crawford's Auto Center for years and preferred to have the repairs performed at Crawford's. In attempt to work out the repair issues between Crawford & Co and Crawford's Auto Center, Inc. our consumer stopped by and inspected the necessary repairs to his vehicle. Our consumer advised our facility he was willing to accept less by not blending the quarter panels and accepting used parts. This compromise by our consumer lowered the repair amount substantially however AIG refused to accept our lowered repair order. After phone calls to Crawford & Company and Ray Matus hoping to resolve the claim issues our consumer contacted AIG supervisor Robert Lombardi asking for help. Our consumer then ask, if we would call Lombardi and explain the problems to him. On Dec 27, 2007 we contacted AIG supervisor Mr. Lombardi at 212-458-2378 in an attempt to resolve the repair issue with AIG. Lombardi agreed to send out another appraiser (re-inspector) to inspect the damages and satisfy our consumer. A week went by without word from AIG and we contacted them again. Throughout the end of December and beginning of January our consumer and Crawford's called representatives at AIG to ask when the claim would be resolved. On or about Jan. 9, 2008 we received a call from a Mr. Rodger Mullens claims re-inspector who asked to inspect the vehicle. Mr. Mullens visited our facility on or about Jan. 10, 2008 and left our facility with intentions to resolve the repair issue. As of January 29, 2008 our consumer's damaged vehicle is still unresolved and parked at our storage facility for 48 days. AIG has not contacted anyone regarding what their intentions are although they have accepted liability and inspected the damages. As per the Department of Insurance they have 30 days to resolve these type claim disputes. Please investigate this claim and help us resolve the repair issues. Telephone numbers to assist DOI investigation: Crawford & Company Independent Appraisal Co. " 610-265-2933 Ray Matus Independent Appraiser " 610-265-2933 George MacIntosh AIG Claim Handler " 212-458-2704 Robert Lombardi AIG Supervisor " 212-458-2378 Rodger Mullens AIG Re-inspector " 410-392-6422 Crawford's Auto Center, Inc. " 610-269-1610''' Thank you, Stephen Behrndt Crawford's Auto Center, Inc.