PCTG Consumer Complaint Report Record ID#: 1502710776

On July 6 Paul McCabe inspected the customer's vehicle with me. The vehicle was not disassembled at the time of inspection. I wrote to replace the right door shell and right quarter panel. Mr. McCabe disagreed with my assessment and felt the door only needed a skin and the quarter could be repaired. He did say that he would replace the door shell if the intrusion beam was compromised and asked if I would take the interior trim panel off to inspect the beam. I stated that we would put a supplement request in to address the door shell and quarter panel after we disassemble the loss vehicle. After Mr. McCabe finished hi initial estimate he came into my office to review the estimate with me. At that time Mr. McCabe informed me that he called my customer and left a message saying that he should probably go through his own carrier as we did not agree on the scope of damages. Mr. McCabe also told me that Progressive would not honor any supplement request that we make and that the estimate he wrote was final. In addition he did not provide my customer with a copy of his estimate. I subsequently called and spoke with Mr. McCabe's supervisor, Jeremy Wolfe, who assured me that Progressive would honor a supplement request and that Mr. McCabe was mistaken. That fact does not, however, excuse Mr. McCabe's actions. My customer saved the voice mail from Mr. McCabe, which I listened to, and Mr. McCabe does say that he should entertain the idea of going through his own carrier (which he did do)and also that he (McCabe) was going to try and contact his (my customer's) insurance company to tell them the situation. Mr. McCabe has no right to unilaterally make the decision to force my customer to go through his own carrier, nor does he have the right to tell me that he will not entertain the idea of a supplement for a claim. Finally, he did not give my customer a copy of his estimate, which is required by law.