PCTG Consumer Complaint Report Record ID#: 945132199

This complaint is sent with the permission of the consumer, to inform the D.O.I. oo Progressive's business conduct for this claim. Progressive was quick to respond to Ms. Morgan's 3rd party claim by accepting liability and then had the inside claims rep. Brain Phillips visit her house to meet with her, discuss the claim, attempt to steer her to one of Progressives affiliated facilities to complete the repairs, document & photograph the damaged vehicle and also attempt to compensate her (with a minumal cash amount) for any personal/bodily injury that she may have suffered. Today Progressive sent Dan Cunningham out to our facility to appraise Ms. Morgan's vehicle, which was involved in a rear-end accident on March 21st 2009. With Dan Cunningham also came Tom Kirschner (Progressives Regional Claims Manager) who asked if he could be part of the appraisal process. He was told that it is our company's policy that only one Pennsylvania Licensed Appraisal is permitted at our facility to inspect and appraise the damaged vehicle. Tom Kirschner respected our policy and sat inside the Progressive vehicle for the duration of the appraisal. We had prepared a Damage Analysis Repair Plan and asked Dan Cunningham to review it. He took it with him inside the vehicle and started to prepare his own estimate. At this time I & others witnessed that both Progressive employees were reviewing this claim. In the past relationship we had with Dan Cunningham, we respected his knowledge and awareness of details of the repair process and the needs to properly complete and compensate the damaged vehicles. Today I suppose being with his Regional Claims Manager and sitting next to him on the passenger seat, influenced his decision of how the repair process should be estimated. He did not acknowledge our concerns of the repair plan we supplied, he stated with out even taking the time to examine the damage thoroughly that this vehicle's rear bumper was not of the same color match as the rest of the vehicle, even thou I had informed him that we had recently replaced it during a prior repairs to this vehicle. He choose to replace the damage parts with used one, we had concerned about the used part and we called to speak with Tom from Venice auto Parts, he explained to us that the parts or used put clean, put he could not guarantee us that they wouldn't need some type of additional repairs. Mr. Cunningham was informed of this concern and he asked us to get the parts in. we order them. He continued to insist that I needed to accept his estimated report. His intimating tone becoming apparent to other employees around the shop, as he insisted that he wanted me to agree and accept his estimated report only. If not he stated he would notify the vehicle's owner and advise them to use their own insurance company. This un-professional behavior and the continued presence of his supervisor, left us no choice but to stop the process of this claim and to call in a supplement on the deliberately missed damage & items that are still physically present on this vehicle. Please review this complaint and ask Progressive to stop this unprofessional business conduct.