PCTG Consumer Complaint Report Record ID#: 1234472772
Date of Report Submission: 02/12/09
Consumer Information
Name:
Address:
City:
State:
Zip:
Daytime Phone:
Evening Phone:
Repair Facility Information
Repair Facility: Crawford's Auto Center, Inc.
State Appraiser License: 276003
Shop Representative: Steve Behrndt
Address: 302 W UWCHLAN AVE
City: DOWNINGTOWN
State: PA
Zip: 19335
Phone: 610-269-1610
Insurance Information
Insurance Company: STATE FARM INSURANCE COMPANY
Claim Number: 38-L632-28302
Insurance Company Representative: JAMES GUTHRIE
Date of Loss: 2/5/2009
Appraiser License Number: 141354
Insurance Company Phone: 800-839-8050
Legislator Information
Consumer Legislative Representative: Schroder, Curt (R) - District 155
Consumer Senator: Dinniman, Andrew E. (D) - District 19
Repair Facility Legislative Representative: Schroder, Curt (R) - District 155
Repair Facility Senator: Dinniman, Andrew E. (D) - District 19
Complaint Comments:
Pa. Department of Insurance On Feb 5, 2009 State Farm appraiser James Guthrie visited our repair facility to inspect damages to our consumer 2005 Honda Odyssey. While signing in at our front counter Guthrie requested our towing & storage invoice which we provided him with a copy. After his appraisal process he insisted we review the estimate he had written on our consumer's vehicle. Mr. Guthrie appeared agitated and explained that a week earlier he had received a warning letter from the Department of Insurance regarding a consumer's complaint we had filed against him several months ago. Guthrie stated he has been a state licensed appraiser for over 23 years and was not going to let our facility interfere with his livelihood. He went on to state he has a wife and children and the warning letter jeopardized his employment. Guthrie demanded I review the estimate with him, which I did although he seemed to be very disturbed while at our facility. While reviewing the estimate I advised that he did not identify our towing charge on his estimate. Mr. Guthrie loudly explained that our charges looked to be excessive and he was not going to include our towing charges on his estimate. I explained that by Pa state law he is to list all charges on the appraisal. Mr. Guthrie refused to rewrite his estimate and left our facility with our towing invoice copy Pa Code Title 31, Chapter 62 Applicable Standards For Appraisal: The appraisal shall include .... (6)Incidental charges, known at the time of appraisal, including towing, protective care, custody, storage, depreciation, battery and tire replacement. James Guthrie is retaliating against our company due the warning letter received from the Department of Insurance which is unfair to our current customer's claim. Please investigate this complaint as soon as possible and insist the claim be handled in a unbiased and professional manner. Thank You, Stephen Behrndt #276003 Crawford's Auto Center, Inc.