PCTG Consumer Complaint Report Record ID#: 1550053083

Pennsylvania Department of Insurance: This consumer complaint is written against SAFCO INSURANCE CO. and their appraiser Mr. Lee Kleckner ID# 411310 who are in violation of the MVPDA and UIPA and Regulations. On 12/15/05 Mr. Kleckner stopped by our facility to inspect the damages on Ms. Kimberly Houtz’s 2003 Ford Focus. Ms. Houtz’s vehicle had sustained serious damages to the front left and right side body from an accident on loss date 12/11/05. While at our facility Mr. Kleckner prepared an estimate of damages in the amount of $2320.77. Mr. Kleckner left a copy of his appraisal with our facility however, did not review the appraisal with a representative from our facility. On December 27, 2005 Crawford’s began the actual repair process and found additional damages that were missed during SAFECO’s initial appraisal and we called Mr. Kleckner’s telephone number to request a supplemental inspection. A message on the telephone advised that Mr. Kleckner was on vacation and calls were to be directed to his supervisor. When we made an attempt to contact this number it came back as disconnected. On December 28, we contacted the main office of SAFECO and were advised that Mr. Kleckner was in fact working that day and would call us back. Mr. Kleckner contacted our facility and advised he would stop out and view the damages that afternoon. At 5:00PM Mr. Kleckner visited our facility to inspect the damages and advised that he was actually on vacation but would take photos of the vehicle and prepare his appraisal of additional damages. While at our facility the vehicle owner and I advised Mr. Kleckner that his original appraisal had been prepared using aftermarket parts. We advised that her insurance policy from SAFECO did not mention the use of aftermarket parts and Ms. Houtz preferred to have her vehicle repaired using parts from the original manufacturer. Mr. Kleckner responded that he is required to write his appraisals using aftermarket parts and unless Ms. Houtz is willing to pay the difference she would have to accept the parts on his appraisal. I requested that he leave a copy of his appraisal however Mr. Kleckner advised he did not have the file and would have to fax us over a copy later that evening as he was off the rest of the week. We again requested he write the appraisal however, he left our facility after taking several photos of the vehicle. Mr. Kleckner did not leave a copy of an appraisal nor did he review his appraisal with the shop’s representative. The following morning we received a PRELIMINARY SUPPLEMENT 1 WITH SUMMARY” by fax machine without appraiser signature or appraiser ID number. This appraised amount was for $3340.20 however our facility had not received a formal appraisal from SAFECO. Upon review of the preliminary document we found many items missing that were needed to repair the vehicle plus the SAFECO report did not include the right side unibody and apron damages which were items we clearly identified while he visited our facility on Dec. 27. Obvious missing items that were needed were repairs to the left side apron and upper reinforcement rail, Right front wheel - Proper repair time on the hood panel – Original Factory Parts. At this time Crawford’s Auto Center Inc. appraisal of damages had been estimated at $7.994.89 less the preliminary SAFECO work file total of $5,660.97 leaving the consumer with a discrepancy of $2,333.92.' On January 3, 2006 we left a message for Mr. Klecker to call our facility. On Jan. 4, Mr. Kleckner contacted our facility and advised he spoke with our consumer Ms. Houtz and advised she was willing to accept the aftermarket parts on her vehicle. I advised that we would speak with her regarding the parts and he needed to stop by our facility and go over the damages again. I contacted Mr. Kleckner again on Jan 5, and advised we could go no farther with the repair process without SAFECO’s inspection, please contact us and advised when he would be available. On Jan. 6 at 9:56 AM Mr. Kleckner stopped by our facility and advised he was there to take additional photos of Ms. Houtz’s vehicle. I advised it is our company’s requirements that appraisers call prior to stopping in off the street and make an appointment. I advised in this way we can be prepared to go over the damages properly in a timely fashion. Mr. Kleckner then advised he just needed pictures of the damages. I advised that if he was going to take photos he would be required to go over our additional list of damages and repairs. Mr. Kleckner told us he was in the area to inspect another assignment and just wanted to take his pictures while in the area. Mr. Kleckner then advised he would leave and make his appointment the next week. I explained that he is here and I need to go over the supplemental and continue the repairs to the vehicle. Mr. Kleckner and I had a few harsh words over the situation and he left without an inspection or appraisal or a scheduled appointment for the following week. The handling of our consumer’s damage claim by SAFECO Insurance Company is currently noncompliant with Pennsylvania State Laws and Regulations. An investigation is necessary to provide for proper consumer protection. Thank You, Stephen E. Behrndt Crawford’s Auto Center Inc.