PCTG Consumer Complaint Report Record ID#: 1368743617

PA. DEPARTMENT OF INSURANCE On May 16, 2013 Progressive Insurance Company's Staff Appraiser Mr. Terry Hertzog visited our facility and signed in at 11:40 to inspect a request for additional items, parts price increases and labor task on a third party claim for our customer's 2005 Honda Pilot. We provided Mr. Hertzog the necessary invoices and documentation to justify our final supplement invoice of $2,438.81. Mr. Hertzog sat in his vehicle for over an hour then came back into our front room, laid a check for $1,052.21 and a copy of his paperwork on the counter. He proceeded to tell us that he would not pay for the OEM parts when the original estimate was prepared with aftermarket. He would not pay for additional labor needed for rusted suspension bolts, and explained that he would never pay a shop for a "test drive". He signed out at 1:20 PM. Mr. Hertzog did not inspect the vehicle. He did not inspect the damaged parts taken off the repaired vehicle. Mr. Hertzog was not the original appraiser on the claim. Mr. Hertzog did not make a physical inspection of the damages necessary to make a fair and unbiased approach necessary to pay the actual cost of repairs. Mr. Hertzog denied over 50% of our final supplement invoice without ever reviewing his appraisal with the shop of the consumer's choice. Mr. Hertzog's unprofessional behavior and unpaid balance will force our consumer into litigating to collecting his repair bills, which is a violation of Pa. Consumer Protections laws. Especially, when the accident that created the loss to his vehicle was not our consumer's liability but that of a Progressive Insurance Company insured. Please investigate our claim and charge necessary enforcement violations against this appraiser. Thank you, Stephen E Behrndt, Pres. Crawford's Auto Center, Inc.