PCTG Consumer Complaint Report Record ID#: 1364576057
Date of Report Submission: 03/29/13
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: STEPHEN BEHRNDT
Address: 302 W UWCHLAN AVE
City: DOWNINGTOWN
State: P
Zip: 19335
Phone: 601-269-1610
Insurance Information
Insurance Company: STATE FARM INSURANCE CO.
Claim Number: 38-2F46-51101
Insurance Company Representative: JAMES GUTHRIE
Date of Loss: 2-21-13
Appraiser License Number: 141354
Insurance Company Phone: 1-800-916-0342
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:
Department of Insurance " On March 27, 2013 State Farm appraiser Mr. James Guthrie #141354 stopped by our repair facility to inspect additional damages found on our customers vehicle. As per agreement and arrangements set-up through the Department of insurance, we parked the vehicle out front of our facility with necessary documents and photos for the State Farm appraiser to write his supplement. This is the fourth supplemental request where State Farm has inspected our customer's vehicle and we continue to experience difficulties with unpaid parts and procedures. The documents we provided for State Farm contained a line item description of damages with photos and invoices of parts needed to complete our customer's vehicle. Among other items, Mr. Guthrie refuse to pay for a lower right side control arm which shows impact and is moved back 1/8" back further in the wheel opening than the left side. We provided photos that showed our technician measuring the damaged control arm and the area it is damaged. The lower control arm shows obvious impact marks on the arm ---- Because an appraiser is charged with a high degree of regard for the public safety, the operational safety of the vehicle shall be paramount in considering the specification of new parts. This consideration is vitally important where the parts involved pertain to the drive train, steering gear, suspension units, brake system or tires --- Mr. Guthrie contacted our shop by telephone call and advised State Farm will not pay for needed parts until the vehicle is moved to a mechanical garage where he can inspect the vehicle. This is also a violation of the state law due to an appraiser must review the appraisal with the consumer's representative. Crawford Auto Center, Inc can easily provide the lift required to suspend the vehicle and the measuring process however Mr. Guthrie refuses to inspect the vehicle at our facility. State Farm and their staff appraiser are acting unprofessionally. Mr. Guthrie is violating Pa. Unfair Claims Practices by refusing to follow the Pa. Motors Physical Damage Appraiser Act and Regulation. State Farm Insurance Company has placed unnecessary hardship on their policyholders by forcing them and steering them into another garage whereas Crawford's can repair the vehicle at our facility. Please investigate our concerns with this claim and demand State Farm and their appraiser comply with State Law and regulation.