PCTG Consumer Complaint Report Record ID#: 609394805

The Customers vehicle was inspected for Allstate Insurance Company by Reed Spencer, of Allstate's Catastrophe team. Obvious and blatant Physical damages were omitted from the original appraisal. Additionally, a 5% discount was taken, without the insured being made aware of same. As has become a consistent pattern with appraisals completed by Allstate "CAT" appraisers, the appraiser failed to compensate the Insured the correct amount of sales tax. On an appraisal amounting to $2806.51, the correct amount should be $168.39. The amount of tax allowed was $102.39. As noted above, a consistent pattern of underpayment of the correct sales tax continues, and management has failed to address the issue. The state should look into this for underpayments. Especially for those people who make the decision to not have their vehicles repaired and being shorted on the proper taxes, as well as proper compensation for the damages, regardless being repaired or not. Since the original appraisal omitted obvious damages, the customer and I wanted to make sure that a proper assessment of the damages was made before repairs commenced, so as to also expedite the repair processes and limit any delays. Therefore a request was made for a re-inspection of the damages. On 6/30/14, David Roland called to inspect the vehicle in question. Upon arrival, Mr. Roland identified himself as an Allstate "employee" from Florida. I asked for a business card and was advised he had none. He did have an identification badge which identified him as an Independent Appraiser, employed by Pilot Catastrophe Services. Mr. Roland clearly misrepresented himself as an employee of Allstate. His comment to me and the Insured (via an Earlier Phone Call) was that he could not do a supplement (and any additional payments) until the car was in the shop and under repairs. I advised him that we needed to establish scope, and attempt to reach an agreed price for all of the repairs, prior to any repairs commencing. He told me that "WE" (Allstate) do not pay until the car was under repairs. When posed the question of the insured maybe not getting the car repaired, and being properly compensated for his loss, he advised that he would have to call to get permission from his manager. When I asked if he had registered with Insurance Department as is required being unlicensed in Pennsylvania, he advised me that he indeed did. When asked about he being familiar with The Pennsylvania Appraisers Act and regulations, specifically the obligation to prepare an unbiased and non prejudicial appraisal, he told me he can only pay what he is told to pay. I then left him alone to prepare his appraisal. Unbeknownst to me, Mr. Roland returned to the office, placed the original appraisal and other paperwork on the counter and left the premises. He never made me, or my Secretary aware that he was leaving. The Customer / Insured was contacted and was told the same as is noted above. Upon the Customer coming to the shop, to make matters worse, Mr. Roland left the premises with the Customers keys in his pocket. Clearly, either licensed or not, Mr. Roland should be aware of the Fiduciary obligation of an insurance policy. He should also be aware that he is required to leave a copy of his appraisal at the shop, as well as discussing the repairs with the shop and the customer.' Mr. Roland also was assigned to inspect another vehicle, failed to inspect the vehicle, and left the shop without any comments. Thank you for your prompt attention to this matter. Michael K. Burke