PCTG Consumer Complaint Report Record ID#: 782636751

Pa. Department of Insurance: On May 16, 2006 our consumer was involved in an auto accident that sustained front end damage to her 2003 Acura CL. On May 17, 2006 we spoke with our consumer's father who advised we had repaired vehicles for his family in the past and he was always satisfied with our services. He asked us to begin whatever is necessary to repair his daughter's Acura which was co-registered to him as well. We inspected the damages and determined the vehicle was repairable and contacted our consumer to advise the condition of his Acura. At this time our consumer advised the insurance company that would be handling the claim for his vehicle would be Progressive Insurance Company. He advised the claim had been called in to their office and he had advised Progressive Insurance Co. that he authorized Crawford's Auto Center to repair the damages to his vehicle. That afternoon our facility received a phone call from a Progressive Insurance Co. staff appraiser Ms. Crystal Powell, who advised she had our consumer on the phone with her and she was releasing her damaged vehicle to Grand Sport Auto Body for the repairs. Due to the fact we had already received authorization to repair from the registered owner of the vehicle (her father) we contacted him to ask if this was true. Our consumer was adamant that our facility would be repairing the damages to his Acura and asked for Crystal Powell's telephone number. When contacted Ms. Powell made another attempt to steer & direct our consumer's father to the Progressive repair facility however, our consumer advised Progressive that he was aware of his rights to utilize a repair facility of his choice. At this point appraiser Crystal Powell surrendered and agreed with our consumer's request. Crystal Powell advised that she would be contacting the repair facility to make an appointment to inspect the damages. This is a deliberate attempt by Progressive appraiser Ms. Crystal Powell to Steer and Direct our consumer away from our repair facility. Ms. Powell's strategy was to intimidate the daughter into believing she had no consumer rights and had no choice but to follow Progressive's directives. The fact that our consumer's father stepped in and stopped Progressive's illegal steering practice does not mute the fact steering occurred and should not eradicate enforcement actions. Pa. State law and Regulation prohibits this anti-consumer behavior of steering and directing unaware consumers away from their choice of repair facilities into the insurance company contracted repair shops. We request The Pa. Department of Insurance fully investigate the anti-consumer behavior in which Progressive staff appraiser Ms. Crystal Powell utilized to manipulate our consumers into believing they had to follow Progressive Insurance Company's illegal practice of steering consumers. Thank You, Stephen Behrndt #276003