PCTG Consumer Complaint Report Record ID#: 1716531361

We kindley appreciate for the DOI to follow threw on this complaint on behalf the consumer. Mrs. Buckley's vehicle was struck from behind by a Progressive policy holder causing damage to the rear bumper and other internal structual damges. A Progressive appraiser was assigned and wrote a estimate, we then started repairs to expedite the repair without any payment at the time in consideration to Mrs.Buckleys vehicle. In a few short days we were contacted by the appraiser to check in and see how we were doing with the vehicle and we informed him we were doing fine and kindley repied "thanks for asking" and we were in repair process and that is all the information we had to elaborate on. We then noticed in the repair process the vehicle had a severe water leak caused by the rear impact,also additional operations that were not identified during the original estimate at the time of inspection. We called in for a supplement on between 2-20-2-21. Then,another Progressive appraiser was assigned and arrived at our facility on the 2-22. The appraiser wrote his estimate but could not complete it at that time due to the fact he was having problems with his equipment and his vehicle was disabled.He also informed us that he understood seeing the damages that there was needed more time for repairs. We kindly understood is situation that he could not complete his estimate at that time and we continued with the repairs and we delivered the vehicle on 2-26. During these time of events we were informed by Kulp rental agencey,verbatim from Emily Mullen(Claim Rep.)that she refuses to pay for any rental fees as of 2-20 and she was going to stick the owner with the balance of rentals fees because we (Prestige Auto Body Inc.) are not one of their "Network Shops". She further more stated that we did not supply the appraiser with sufficent answer when in repairs. After we have tried many times threw emails to educate Emily Mullen on the repair process and detail of events she still replied she is not paying anymore for rental fees. Emily Mullen during this whole issue she has not realize that she was the one who authorized payment with her signature on the supplement check dated 2-22 when the supplement was inspected and the needed additional repairs for the vehicle.We never recieved the check until 2-25 and was deposited. We expedited the reapirs and delivered the vehicle on 2-26. In our opinion we at Prestige Auto Body Inc. and the consumer (claimant)Mrs. Buckley do not like the unfair claims handling and unprofessional behavior that Progressive and their Claim rep Emily Mullen has handled the claim and made it clear that because we are not one of their "Network Shops" that the consumer (Mrs. Buckley) will face financial burden because her right to have her car repaired at her choice of a repair facility. With all this being said,we Prestige Auto Body Inc. repair vehicles on behalf of the consumer our customer and we repair the vehicle in timely matter to restore the vehicle to pre-accident condition. We will not sacrifice the saftey or quality of a repair to avoid the customer to be punished by a claim rep because the consumer chose our facility. Is Progressive's stance not to idemnify the loss and avoid paying their duty to bring the consumer whole? We appreciate the DOI to look into this matter and prevent this behaivor from continuing. Thank You,Dan Di Loretto of Prestige Auto Body Inc.