PCTG Consumer Complaint Report Record ID#: 1645829885


Date of Report Submission: 2/25/2022
Submitters IP Address: 162.158.78.74

Complaint Comments:
This claim took an extremely long time due to unreasonable delays caused by the insurer. PA state law allows 6 days after acknowledging the assignment. First supplement request on 12/8 to all 3 Allstate supplement emails. Second supplement request 12/16 on to the email directed by Desiree Lewis as well as the other original 3, Third supplement request 12/22 to Brian Welte. Fourth supplement request 12/29 to Welte and Desiree. . On 12/22 the vehicle owner and Allstate were notified of Storage and administrative charges that would commence on 12/24. Finally, after 5.5 WEEKS, on 1/17 Richard Greene from Allstate came out for a physical inspection. He agreed to reimburse the Paar's of the storage charges. In an attempt to negotiate fairly on behalf of the consumer, we told Richard we would agree to discount half of the storage and admin charges contingent upon the vehicle owner being made whole for the repairs to streamline the repair process. On 1/20 Greene sent over his supplement which was leaving the Paar's with a substantial shortpay amount. Thus voiding the verbal agreement we made with him on the storage negotiation. Martha Paar was notified of the short pay amount and authorized to proceed with repairs and we would try to address the shortpay again at the end. On 2/18 we submitted an email to Allstate. We are yet to receive a detailed response. Its pasted below It's a shame Allstate has acted in bad faith and has left them with such a big short pay amount. There are invoices in the file for the calibrations for $538 and you still only gave them $125!!! There are many other companies that would have indemnified them in full without the massive delays as well. What a terrible company to be insured by. I would like for you to send me and the Paars information on the Right to Appraisal Allstate has in their policy. I'm going to suggest they invoke their right to appraisal on this claim, or they may file suit with our recommended shop attorney. Below I have gone ahead and listed a deficiency list. I may have missed or overlooked some on your sheet. If so, please correct me. Could you please briefly explain your reasoning as to your denial of these necessary procedures. Please copy and paste and write your answer in a different color so it is easy to read for all parties involved. I have attached our final Repair plan to follow along with our Line Items. PARTS!!! Allstate has listed some parts that I do not agree with. None of the listed parts will properly return your vehicle to pre-accident condition. ONLY new OEM Parts will return the vehicle safely to its pre-accident condition. There are statements from Toyota on this subject A typical insurance abjection is that these are recommendations and not requirements. Further insight can be gained from the collision industry training company I-CAR. See Attachment FOLLOW OEM RECOMMENDATIONS - I-CAR SHORT and FOLLOW OEM RECOMMENDATIONS - I-CAR LONG. These basically say follow oem service specifications regardless of the terms recommendation, required, mandatory. The terms all mean the same thing to me "do this specification to return the vehicle to its pre damaged condition." ALLSTATE is a sustaining partner of I-CAR - see attachment I-CAR SUSTAINING PARTNERS. OEM VS AM, LKQ, RECON PARTS My thoughts on new OEM parts vs any part not new from the OEM Both myself and Richard from ALLSTATE are licensed appraisers in PA. It is my understanding that ALLSTATE promised that in the event of a loss to the policy holder�s vehicle, ALLSTATE would return the vehicle to its pre-damaged condition at no additional expense to the vehicle other than what is stated in the policy and within a reasonable amount of time. As it currently stands Richard's claim document will not return the vehicle to its pre damaged condition. As licensed appraisers we have promised the state of PA that we will write damage appraisals to return the vehicle to its pre damaged condition. We have also promised to act without prejudice towards or against any party. In regards to the parts, Richard and I have a different opinion of what parts are appropriate to return this vehicle to its pre damaged condition. My experience as a repair professional is that only new parts from OEM will return the vehicle to its pre damaged condition. This is a burden on the vehicle owner now to provide evidence that the parts Richard located are not of like, kind, and quality to parts being replaced and that the parts will not return the vehicle to its pre damaged condition. Line 3: Pre-Scan. It's a mandatory procedure per Toyota. You acknowledge the Post scan but not the Pre? We have Allstate claims that have been approved and paid in the past few months, for this exact procedure at our exact billed amount. We will provide those to the Paars to show you are discriminating against them for whatever reason. Line 4: Repair file documentation fee. We kept a detailed file for all parties to view. You yourself viewed the files off of my computer. This takes time and costs monthly fees to host the data. They help all parties to substantiate procedures that were performed or damages sustained. We have claims printed out to furnish the Paars where Allstate has idemnified consumers in recent months. You are discriminating against the Paars. Line 5: Oem procedure research. This is a non-included operation. Within the file you will see several procedures that were researched and documented. This is how we know the vehicle needs calibration. Again, we have Allstate claims in the past few months that consumers were idemnified for these exact operations. You are discriminating against the Paars Line 6: Overhaul time on the Front cover. Line 13: You've allotted time for the operation. Yet your .4Hrs short. We do not inflate our times in order to be cut and reach a negotiated time. That is consumer fraud. We bill exactly what time it would take us to perform the operations. Line 15: A/M Parts Line 17: Bumper extension supplemented Line 20: A/M Parts Line 21: Aim headlamps Line 23: Not enough refinish time on the Hood Line 26: A/M Parts Line 29: E coat replication. Line 33: Fender Grommets missing Line 35: A/M Parts Line 41: Dismount and Balancing of the 2 Tires missing Line 52 & 64: Time to clean adhesive and residue missing Line 66: Insufficient time for the procedure Line 75: A/M Parts Line 78: Insufficient time for the procedure Line 80: Window reset missing Line 81: Solid waste disposal missing Line 83: Haz Waste price difference Line 84: Insufficient amount for the procedure Line 85: Insufficient amount for the procedure Line 86: Insufficient time for the procedure Line 87: Paint and materials invoice via RMC. Insufficient amount given to the consumer The storage is a separate invoice of ours. Why are you only paying half of the amount? What is the reason for that ? Again as stated earlier, we have several Allstate estimates on claims we have recently repaired, where all of these procedures you are denying to idemnify the Paar's for, have been paid to other Allstate insured consumers. It is discrimination to not do the same for the Paars. As stated in a few of the lines items we listed, we furnished to the Paars several Allstate claims that were done in the past few months at our facility where Allstate idemnified consumer's properly for procedures. Yet Allstate has DISCRIMINATED against the Paar's, denying proper reimbursement and leaving them with a shortpay. They told the Paars that I "fabricated those Allstate papers". They are liars. We have the documents to show such. Due to the discriminations and clear violation of several Insurance Department statutes and laws, if we provide the state with those documents, we demand all 3 licensed appraisers that worked on this claim have their PA Appraisers License suspended for a period of 6 months to a year. The department needs to start taking action and do what they are meant to do. PROTECT THE CONSUMERS.

Itemized Complaints
Violation of Act 367 Title 63, Ch. 22B:Yes
Violation of Regulation PA Code Title 31, Ch. 62:Yes
Violation of Unfair Ins. Practices Act Title 40, Ch. 4 :Yes
Violation of Unfair Claims Settlement PA Code Title 31, Ch. 146, Subch. A:Yes
Violation of Automotive Industry Trade Practices Title 37, Ch. 301:Yes
Arbitrary Capping & Underpayment:Yes
Refusal to use Quality OEM Parts:Yes
Non-itemized listing of all damages:Yes
Non-Independent Appraisal:Yes
Refusal to re-inspect vehicle:Yes
Inaccurate description of repairs :Yes

Consumers Information
Name:**removed for privacy**
Address:**removed for privacy**
City:BethlehemState:PAZip:18020
Daytime Phone:**removed for privacy**Evening Phone:**removed for privacy**

Repair Facility Information
Repair Facility:610 MOTORS
State Appraiser License:767365
Shop Representative:Sergio Gaspar
Address:112 Washington St
City:FreemansburgState:PAZip:18017-6832
Phone:610-625-9330

Insurance Information
Insurance Company:Allstate
Claim Number:0648817476
Insurance Company Representative:Richard GreeneDate of loss:
Appraiser License Number:242262
Insurance Company Phone:888-706-3686

Legislator Information
Consumer Legislative Representative:Samuelson, Steve (D) District 135Consumer Senator:Boscola, Lisa M. (D) District 18
Repair Facility Legislative Representative:Samuelson, Steve (D) District 135Repair Facility Senator:Boscola, Lisa M. (D) District 18

END
PCTG Consumer Complaint Report Record ID#: 1645829885


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