PCTG Consumer Complaint Report Record ID#: 1888237783

This complaint is sent to the DOI on behalf of Mr. Shoenberger. It has become apparent these two State Farm individuals are allowed to misrepresent their company's responsibilities and conduct them self with a malice behavior in the business of insurance, with out of any regard for other people. Mr. Shoenberger's 2008 Cadillac Escalade EXT with 1,600 miles was legally parked when a State Farm policyholder struck it. Due to our prior experience with State Farm staff, we asked Mr. Shoenberger to have State Farm come out to his place of business and appraise his vehicle. Being in the automotive business he had a good idea of what his vehicle needed for proper repairs. Mr. Todd Fritz was assigned to this claim and completed the original estimated cost to settle the claim. After reviewing the estimated cost, Mr. Shoenberger was upset to find that State Farm planned on using a used left rear 22" chrome rim they found from their supplier (Wheel Collision Center) on his brand new $60,000.00 vehicle, and was even more upset when he found that the left rear damaged door was to be repaired with a new door skin rather than replaced. It would also be obvious to anyone that the damage to the rear bumper had caused the bumper to be misaligned and shifted one inch to the right side on this new vehicle was from the impact. Since Mr. Shoenberger took it upon himself to wash and clean the scuffed marks on the bumper caused from the other vehicle's impact, State Farm considered this as unrelated damage. Our shop had been recommended to Mr. Shoenberger by his acquaintance that works for major insurance company. He brought his vehicle to our shop and we reviewed the damages. We then faxed our supplemental damage analysis to State Farm with a request that they should give Mr. Shoenberger a telephone call prior to the scheduled appointment at our business. On May 22nd a Mr. Ken D'Annibale, the appraiser assigned to do the supplemental damage analysis, did contact the owner.'Mr. Shoenberger came to our facility to be part of the inspection process. While Mr. Shoenburger and myself were going over our damage report on his vehicle Mr. D'Annibale was inside his vehicle talking on the telephone. When he came out he informed us that his manager Mr. Les Jagger told him that I was not allowed to be part of the supplemental inspection and that the vehicle would have to be removed from my facility so he could appraise the damage. I requested that this request be put in writing, but my request was denied such as it was in prior encounters. In good faith I drove the vehicle out to the easement of my property so Mr. D'Annibale could conduct his appraisal with Mr. Shoenburger. Apparently Mr. D'Annibale then found more visual damage. In addition to the original estimated cost of $2,990.20 (vehicle still assembled) Mr. D'Annibale added an additional $802.11 that the original appraiser had apparently missed. He did not however want to challenge the original appraisers' decision on the estimated cost of the partially removed parts for repairs, partial refinish "Refinish with in the panel boundaries" even though this is a tri-color pearl white and again Mr. D'Annibale did not want to thoroughly inspect the damage to the rear bumper. He also excused it as prior damage once again. The majority of the funds were for the 22" rim that was not available from the State Farms original supplier but now Mr. D'Annibale found a second supplier, Hunts Point LKQ, which had a used/reconditioned rim. After this inspection, GA Collision and Mr. Shoenberger signed the repair contract we began the repair process for his vehicle. We again had sent out a second supplemental damage analysis to State Farm on May 27 and naturally Mr. D'Annibale was assigned to settle the claim on June 2. Although we had requested that State Farm makes contact with Mr. Shoenberger so he could be present during the supplemental process, he could not attend due to his business needs and State Farm could not reschedule. Mr. D'Annibale again informed me that his manager Les Jaggar told him that I was not allowed to be present while he conducted his appraisal at my facility. Mr. D'Annibale appraised the vehicle without any interference from myself only one of my employee showing him the damage to the vehicle and found another additional $1,418.97. This time Mr. D'Annibale was shown the damage to the rear bumper assembly and he addressed to included adhesive repairs to a vital energy management component on this vehicle. Parts that the GM has designed and intended to be non-reusable were addressed for repairs. The door shell was also addressed for a third time and was found to be unable of repair, so he told my employee that he will pay for a new one, only to write on his estimate cost report a used door form Hunts Point LKQ. We ordered the door that very day from Hunts Point LKQ and waited until Friday afternoon to receive a door that would fit a 2007 Escalade, not a 2008 Escalade EXT a completely different vehicle. We quickly reached Mr. D'Annibela on his cell phone and explained to him that the door he found through their supplier would not fit this vehicle. We did not accept the wrong door, and it was returned imedeatly. Mr. D'Annibale insisted that the used door be present and installed on the vehicle so he could document the improper fit. I than had to send a correspondence to the inside claims representative to expedited this occurring problem I was having with Mr. D'Annibale. At 4:30pm Friday, June 6 Mr. D'Annibale called me and confirmed what I told him earlier about his choice of the used door, than he asked me to order a new door from the dealer, on the morning of June 9 I ordered a new door shell and I was told that it would take an estimated time of delivery until Friday. I also informed this delay concern to State Farm's inside Reps. On June 16th we sent out our final supplemental damage analysis request when we had the vehicle near completion. Mr. D'annibale came out to our facility on June 20th along with the owner. Mr. Shoenberger had major concerns about the way Mr. D'Annibale viewed the damages and denied repairs to his vehicle, especially the unsatisfied results of repairs to be done to the rear bumper, the used/reconditioned rim, the denial of the invoice on allied material supplies and the bare minimal compensation on necessary procedures to complete his vehicle properly and professionally. Mr. D'Annibale did reconsider that some additional repairs that were overlooked and needed to be done on the front door so he did address on his supplement an additional $108.75 mainly for the removal of the door glass and the power window regulator. Mr. Shoenburger was so disappointed from this unprofessional behavior that he agreed to forward another supplement damage analysis just as Mr. D'Annibale was inside his vehicle waiting for another off our customer's appointment. At 10:30 am on June 20th we sent out another supplemental damage analysis only to find out that State Farm will not come out. On Wednesday June 25th Mr. Shoenberger's daughter contacted Les Jagger to discuss her father's dissatisfaction with this situation, and the only outcome of this conversation was that her father made a bad choice when he allowed an incompetent shop to complete the repairs to his vehicle. Thank you Mr. Les Jagger things have not changed with you since November 1997. Mr. Shoenberger was left with out a choice, except for us to complete his vehicle as best as we could and for him to pay the difference on our repair order. I ask the DOI to look in to this matter.