PCTG Consumer Complaint Report Record ID#: 1403643328
Date of Report Submission: 06/24/14
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: 320 W UWCHLAN AVE
City: DOWNINGTOWN
State: PA
Zip: 19341
Phone: 610-269-1610
Insurance Information
Insurance Company: FARMERS INSURANCE COMPANY
Claim Number: 3000854170
Insurance Company Representative: VICTOR SEGURO - Supervisor
Date of Loss: 6-16-14
Appraiser License Number: UNKNOWN
Insurance Company Phone: 484-222-1220
Legislator Information
Consumer Legislative Representative: Schroder, Curt (R) - District 155
Consumer Senator: Dinniman, Andrew E. (D) - District 19
Repair Facility Legislative Representative: Milne, Duane (R) - District 167
Repair Facility Senator: Dinniman, Andrew E. (D) - District 19
Complaint Comments:
Department of Insurance: Attached please find our complaint against Farmers Insurance Company for intentional and unlawful steering of our consumer. Although Framer has accepted liability for the damages to our consumer vehicle they refuse to re-inspect the damages at our facility. On June 21, 2014 William Murphy dropped off his 1997 Honda Accord at our facility and signed our Authorization To Repair Contract. We contacted Farmers Insurance to advise the vehicle was at our location and requested that Farmers schedule a re-inspection for additional damages. Mr. Murphy's vehicle has damages to his exhaust system and the rear bumper is hanging off the vehicle. The rear bumper reinforcement is crushed and hanging down. The rear floor pan is damage and split open allowing fumes to enter the driver's compartment. Our Pa State Inspection mechanic inspected the vehicle and advised the vehicle will not pass PA State Inspection making it "non-drivable". We were contacted by a Julie Watson from Farmers advising us they do not send appraisers out on drivable vehicles, and when we explained it was not drivable, she stated she saw the vehicle herself last week yet would not confirm that she inspected the exhaust. Although, Mr. Murphy drove his vehicle to the Farmers DRP shop for the estimate his vehicle is damaged and will not pass Pa State Inspection. For this reason, Mr. Murphy requested a rental vehicle while his vehicle was under repair. Ms. Watson, has contacted Mr. Murphy to inform they will not pay for rental coverage until he has "their shop" inspect and take pictures. Mr. Murphy did take his vehicle to "their shop", Chadds Ford Collision back on June 17 and has forwarded an email to Ms. Watson which confirms that Chadds Ford Collision did write and estimate and uploaded it to Farmers with the required photos. The appraisal process that Chadds Ford Collision performed on our consumers vehicle is a violation of Pa State Law due to the fact that neither Chadds Ford or Farmers provided our consumer with a written appraisal however they did in fact take photos of the damages which is non compliant to state guidelines.' This entire Farmer's process is an attempt to steer and direct our customer away from our facility and into the Farmers DRP shop. As of today, June 24, 2014 Mr. Murphy still has not received any response from Farmers Insurance and has been notified by Enterprise Rent a Car that they have denied his rental coverage. Please investigate this complaint and file violations against Farmer Insurance for unprofessional behavior and unlawful steering. Thank you, Crawford's Auto Center, Inc.