PCTG Consumer Complaint Report Record ID#: 1803793294

Department Of Insurance: On February 23, 2009 at 12:25 pm State Farm staff appraiser James Guthrie signed in at our facility to inspect damages on our customer's 2005 Honda Hybrid Sedan. Guthrie requested our towing and storage charges, which we provided him a copy of our bill. Guthrie signed out of our facility at 1:59 pm. While reviewing the appraisal Guthrie prepared it did not identify our towing charges as per the requirements of the Pa. Motor Vehicle Physical Damage Appraiser Act and Regulation. We asked Guthrie where the appraisal identified these charges and he advised he couldn't include towing and storage charges on his appraisal as per State Farm guidelines. We advised as a State licensed appraiser he is to follow the appraisers act and identify towing on the appraisal however he refused and left our facility. Guthrie is in violation of the following section of the state Regulation.' ' PA Code Title 31, Chapter 62: (6) Incidental charges, known at the time of appraisal, including towing, protective care, custody, storage, depreciation, battery and tire replacement.' On February 25, 2009 James Guthrie signed in at our facility at 1:41 pm to inspect this same vehicle for supplemental items. While discussing the items necessary for the supplemental we requested our towing charges be addressed on the appraisal. Guthrie signed out at 1:53 pm and did not include our towing charges on his supplemental appraisal. On March 3, 2009 James Guthrie signed in at 10:56 am at our facility to inspect this same vehicle for additional supplemental items. While discussing the items and procedures needed to repair this vehicle we again requested our towing charges addressed on the appraisal. Guthrie signed out of our facility at 11:20 am and did not include our towing charges on his supplemental appraisal. This complaint is against James Guthrie and State Farm Insurance Company although aware of our towing charges and in possession of our invoice for said charges Guthrie has refused to identify the charges on his appraisal. As of March 7, 2009 the towing charges have not been paid. Our customer has received 3 separate checks from State Farm Insurance Company without reimbursement for the towing service. State Farm Insurance Company has a history of not identifying towing and storage charges on their appraisals. This behavior forces the repair facility to contact the offices of State Farm and request payment. State Farm forces our staff to send copies of our tow bills to their office even though we have provided their appraisers with copies during the inspection process. It is our belief the insurance company is manipulating the claims handling process for the purpose of taking advantage of those facilities that do not realize the towing charge must be itemized on the initial estimate. Once the initial estimate is agreed upon and accepted by the repair shop, the towing charge becomes a deniable item and the claim is settled for less then its actual cost. This wrongful behavior must be stopped and State Farm found in violation of the State Law. Please investigate our complaint and demand James Guthrie and State Farm Insurance Company comply with State Law and Regulation. Thank you, Stephen E Behrndt, President Crawford's Auto Center, Inc.