Complaints

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• Initial Complaint

  Date:01/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle, having been involved in a deer strike in March of 2022, needed an appraisal because my insurance company is failing to settle my claim fairly and amicably. My attorney stated that he needed an appraisal of my vehicle to make a demand for my claim to my insurance company which, going on ten months or more, has still not negotiated a fair settlement for my claim. In late December of 2022, after having spoken with my attorney, I called Northern New England Appraisal Service to get my vehicle appraised. On that day I spoke to Rachel at Northern New England Appraisal Service, who said that "It's $110 for a regular appraisal" and that "Dave Draghi" the owner of Northern New England Appraisal Service, "will email you and schedule the requested appraisal after January 1, 2023." As of today, however, I have still not received any email(s) from Northern New England Appraisal Service to look at my car. So, I called Northern New England Appraisal Service again earlier today, January 11, 2023, to follow up and to schedule an appraisal since they did not call or email as they said they would. Someone named "Andrea" at Northern New England Appraisal Service answered when I called today and then asked who my insurance company was. I replied, "Progressive Insurance Company doing business as United Financial Casualty Company." I was then asked to wait and was put on hold. Several minutes later, Andrea at Northern New England Auto Appraisal Service came back on the line and said that "We", Northern New England Auto Appraisal Service, "won't be able to do it." I am now left without recourse and my vehicle remains unrepaired, ten (10) months after the deer strike. Please help.

  

  Business Response

  Date: 01/13/2023

  In response to the complaint submitted on 1/12
  I reviewed the complaint in good faith.

  The complainant does have an issue with their carrier.
  The carrier in question most likely handled the original
  estimate based on the contract entered when the policy was purchased.

  Northern New England Appraisal is an independent appraisal
  company.

  We work directly with insurance carriers. We are in no way
  under any obligation to complete an estimate based on the appraisal clause of
  any insureds policy.
  It would also be a potential conflict of interest and
  subject to ethics questions.
  We do not nor never have handled any Appraisal clause issues
  regarding one of our insurance clients.
  I do apologize on behalf of NNEAS for any misinformation.
  The only person that would consider such a task is myself.
  I had no previous knowledge, nor have I spoken with the complainant.

  I wish the complainant the best of luck.
  

  Customer Answer

  Date: 01/13/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because no one at the business identified as Northern New England Auto Appraisals asserted, when I first contacted the Northern New England Auto Appraisals business on or about December 21, 2022, that they only deal with insurance companies. In fact, when I spoke with Rachel at Northern New England Auto Appraisals on or about December 21, 2022, at no time(s) did Rachel or anyone else at Northern New England Auto Appraisal either state or suggest that their Northern New England Auto Appraisals business only dealt with insurance companies.  So, too, when I phoned several days ago and spoke to someone else at Northern New England Auto Appraisals to follow up on my prior request initially made December 21, 2022, the business, too, did not make any statement(s) whatsoever to the effect that the business identified as Northern New England Auto Appraisals only deals with insurance companies. As such, I believe the business is engaging in a type of very misleading advertising and/or advertising fraud.  Moreover, the fact that an allegedly independent insurance appraisal company only works for insurance companies is duplicitous.  Given that an independent appraisal may not be possible due to the insurance industry's apparent monopoly on and over allegedly independent appraisals strongly suggests that any allegedly independent appraiser is being heavily swayed by an insurance company, thereby making any reasonable outcome for any auto insurance matter next to impossible.   
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 01/18/2023

  While I feel bad for the complainant there is nothing I am able or willing to do. The complainant has an issue with an insurance carrier they entered into a contract with.

  We do not advertise on any level. We have a web site solely for insurance communication. There is nothing on the site stating we handle disputes between insurance carriers and the general public.

  There is no need for any further communications regarding the matter.