PCTG Consumer Complaint Report Record ID#: 1213740762

Vehicle arrived at North Star on Tuesday 6-10-08. Geico's original estimate, in the amount of $573.28, was reviewed and shop attempted to contact original Geico adjuster. Shop left voice message to return call in the AM, and attempted again in the PM. Shop then called original adjuster's supervisor and left voice message to return call. Shop received phone call from person who received original adjuster's voice mail and told shop that supplements must be called into the 1-800 number. Shop called 800 number was told not to call 800 number but to call the original adjuster to call in supplements. Shop attempted to call original adjuster again and got voice mail. Shop called 800 number again and spoke to Lynn Paige, who was very helpful and understanding of the confusion involved in calling in a supplement. She assured the shop the adjuster would be assigned the following day. The next day in the AM Jason from Geico called and said he would be out. A half hour later Kevin from Geico called and said he would be out. Keith said Jason had already called to come out on supplement but Kevin said he would call Jason and arrange who would respond. Kevin came to the shop to write the supplement. Kevin was provided with all necessary receipts that pertained to this job. Kevin wrote a supplement in the amount of $283.02, which did not include compensation for the full amount of labor and full amount of materials used to complete the job. Upon presenting his proposed supplement Kevin stated you either accept the supplement as I have written without charging the difference to the customer or you will receive no supplement from Geico at all. Keith refused to accept Kevin's supplement and stated that the actual materials used were tracked (via a scale and computer program) as used on job. Kevin left the shop stating to call him and let him know what Keith wanted to do and to call Jon Root, Kevin's supervisor. Keith has had past experiences with Jon Root where Jon has been unprofessional and demeaning to Keith. Therefore Keith contacted Jon's supervisor Dave Walker. Dave said to fax him the information and he would review it and call Keith back on Monday 6-16-08. Dave called back on Monday and said he reviewed the original estimate in the amount of $573.28. Dave said that the original estimate was sufficient for this repair. Keith then contacted Kevin about the supplement that Kevin had written and explained to him that the owner of the vehicle agreed to pay the difference in charges between Kevin's supplement and North Star's. Kevin again stated that he would not pay any supplement if the customer was going to be charged any additional amount. Keith contacted the customer and explained to the customer that they were responsible to pay the full supplement amount of $495.39 with no assistance being offered from Geico. The customer was upset and contacted Kevin from Geico. Kevin told the customer that Keith knew the rules and did not follow them and therefore was costing her the inconvenience and additional charges. Kevin stated that while she chooses to have her vehicle repaired at North Star plenty of other shops would be willing to fix the vehicle as per Geico's estimate. Customer came to pickup the vehicle on 6-17-08 and did not have the funds to pay the difference that Geico refused to pay. Keith decided to contact Enterprise rental and have a rental vehicle made available to the customer. The customer's car will remain at North Star until the issue is resolved.