PCTG Consumer Complaint Report Record ID#: 2024622031

To Whom It May Concern: This is a two-part complaint being filed against Nationwide Affinity on an estimate dated 06/19/13. Mr. Christopher chose us to repair his vehicle and informed Nationwide of his intent. We wrote an estimate for Mr. Christopher. He was instructed to take his car to Bill Marsh Ford anyway by Nationwide in order to receive his insurance estimate. After discussing with the appraiser the price difference between Hunt Auto Body's estimate and the insurance estimate, the dealership tried to steer the claim away from us and even went as far as to smear our reputation and our facility with no first-hand experience with our shop. It is lucky for us that the customer stopped the appraiser in his tracks (see attached letter from consumer). To make matters worse, the estimate that he was given at the Nationwide claim center was in the amount of $590.47.'For no reason, he later received a second estimate from Nationwide in the amount of $555.23, $35.24 less. When he questioned the claims handler about this discrepancy he was told by Jeffrey Kirchoff (claims adjuster) that the second estimate was because Mr. Christopher went there twice for the same estimate, which wasn't the case and makes no sense. Not only did the Nationwide appraiser try to steer the claim after he new where the car was to be repaired he also changed the estimate after the customer left the claim center, which I believe is against the law in Pennsylvania. They put the blame on the consumer, which proves they are admitting that two were definitely issued and something odd is happening. If Mr. Christopher chose not to have his car repaired, he would be out $35.24 for a legitimate claim. As an independent repair facility, we battle these issues on a weekly basis, especially Steering. We need the Commission to look at these inquiries and take them seriously. Consumers are constantly made to feel they are under some kind of obligation to take their vehicles to where they are told by the Insurance Companies. Worse yet, when the consumer is educated about their right to choose the shop, the Insurance Companies tell them they can't guarantee any number of issues - from workmanship to rental costs and possible out of pocket expenses that they may incur because the shop chosen is not in their network. We ask that you look at this complaint and help us and the consumers of the Commonwealth to right this wrong in our industry. We have written repeated letters about steering through the years, and have ALWAYS received a letter back stating that the insurance company explained away our complaint, and it is an acceptable answer for the Commission. It is NOT acceptable to the body shops or the consumers you are assigned to protect. I appreciate your investigation, and look forward to hearing from you. Donald E. Christopher PE 836 Linton Hill Road Newtown, PA 18940 215-860-9218 To: Hunt Auto Body RE: Estimate 2010 Lexus Mark, This note is to document our discussion yesterday relating to Bill Marsh Ford and my collision estimate. On 6/12 I stopped at your location and you estimated the bumper damage to my car. I was then contacted by Nationwide, the insurer for the person who hit me, and was directed to take the car to one of their claims locations. I chose the Newtown Ford dealer since I live in Newtown and went there on 6/19. When their estimate came up lower than yours, I explained to them it would cost me out of pocket for the difference. The person who did the quote asked me what shop I was referring to, and I responded Hunt Auto Body, which he and his female colleague then stated "never heard of them". In the next breath he began disparaging your shop with "all they will do is a junk overspray". I interrupted him sternly with how can you say that when you do not know Mark, he has done beautiful work for me in the past. He mumbled something and went on the completing the estimate which I took home. Later, I received a quite from Nationwide dated 6/19, also from BM Ford, which was reduced by $50. When I questioned Jeffery Kirchhoff of Nationwide about the reduction he looked into it and called me back with the assertion from BM Ford that I was there twice, once on my own and once as a Nationwide customer. This of course is nonsense. I feel that I was treated poorly and that this constitutes unethical behavior. If there is a way that you can process this further, you have my permission to use this letter. Best Regards, Don