Cal West Appraisal Service

The customer is correct that there was a new system being placed but it was not Cal West it was the insurance company that was implementing the new system Her complaint while valid is directed at the wrong company As I tried to explain to her on the telephone she needed to direct her
concerns to the claims adjuster Cal West inspected the vehicle within a timely manner however, we were unable to upload the file due to the transition with the insurance companies new system

Review: I was in a car accident, my insurance utilizes Cal West appraisal services. An agent with their company informed me it would be 24-48 hours for them to do the estimate and send the necessary paperwork back to my insurance company. An agent from Cal West came on Wednesday 11/4. The report was not sent to my insurance company until Tuesday 11/10. That is an additional 96 hours. I've had to rent a car and time is money. That additional time that they took to send the claim to the insurance company has cost me an additional $132. I called their agent and left him 4 voice mails to return my call to update me on the status. I did not receive a call back. When I escalated it with my insurance company they mentioned that Cal West has a new system and they were not able to upload the estimate. The final paperwork was not even uploaded to the insurance company's system, it was emailed. Which means that it could have been emailed earlier if it wasn't a matter of their new system uploading the information. Today 11/11, I called Cal West and spoke to the [redacted], to advise her of my experience. Her name was [redacted]. She was not understanding of my situation and when I asked her for her last name she refused to give it to me.Desired Settlement: I would like $132 refunded due to their lack of customer commitment and their responsibility to fulfill their job in their specified time period. My car could have been in the shop on 11/6 instead of 11/10. I would also like a letter of apology from the [redacted] who refused to tell me her last name and listen to my complaint.

Business

Response:

The customer is correct that there was a new system being placed but it was not Cal West it was the insurance company that was implementing the new system. Her complaint while valid is directed at the wrong company. As I tried to explain to her on the telephone she needed to direct her concerns to the claims adjuster. Cal West inspected the vehicle within a timely manner however, we were unable to upload the file due to the transition with the insurance companies new system.