Passport Collision Center

We did a repair Mr***
*** **
The repair was to the left front
of the vehicle
We replace the front bumper, left
fender, left front wheel, tire and strut and repaired the hood and blended the
left door for color match
We documented existing
damages to
the left front door interior trim and handle
At the time of pishe
questioned the left front trim and window. We explained the door had been
apart before and the clips had been glued to the trim panel, the left door
regulator is binding. It is wear and tear now accident related
We gave her an estimate to replace
the regulator. She wanted this presented to Hartford as part of the
claim. We did they denied it. The left front door was blend panel
there was no outside damage to the door from the accident
She couldn’t get the car started
and Hartford advised the shop to have towed in and check out her concerns
We had the car towed. The
battery was dead. The trunk has dents in from being slammed. The
trunk latch is worn out and not latching, this is putting a drain on the
battery
We presented the concerns to
Hartford again for the left trim panel, left regulator, battery and tow
The insurance denied all
damages We advised MrsFletcher. She said was going to have the
car towed and contact her lawyer
Passport Collision center is not responsible and will not do the repairs. Jay K*** VP

This was new damage, nothing to do with previous work done at our Collision CenterSee attached damage

The vehicle is supposed to be brought back to our Collision Center so we can address his concerns. Jay *K***

I guess they will never explain how a crack like that can occur without a corresponding impact that causes paint damage or a dent in the bumper. If another car hit me and was able to cause that...

crack without leaving behind damage proportional to the crack, then it must have been at a speed where the bumper SHOULD have absorbed the impact but did not because it was not properly repaired. A general denial is not good enough to overcome the perception that the warranty offered is a gimmick. They are collision experts and the only explanation they can give I that this is new damage.
Yes, I know it is new damage. Anything where the car is not in the original condition is "new damage." That is an obvious fact that does not undo the fact that the work was defective. The point is this: but for the shoddy repair of the bumper this amount of damage would not occur. The warranty does not exclude new damage; it only excludes new damage unrelated to the repair work. Other than stating the obvious they have yet to explain HOW this happened. New damage is not one of the exclusions. Their warranty talks about repairing cracks, which I have, but nothing about excluding "new damage." They must point to some exclusion and explain why this damage falls under that exclusion. They must explain how this damage is a normal consequence of their hypothesis that an impact caused it and how this crack could occur from such an impact with a perfectly repaired bumper, and back it up with physical evidence.
If they cannot provide an explanation based in science and logic, and not just speculation or a hypothesis that is not rooted in basic physics, then the presumption should stand that the repair was defective and the warranty should be honored.

Review: I had a contract to buy a certified 2012 [redacted] xdrive reference www. http://www.passport[redacted].com/certified/[redacted]/2012-[redacted]-**+xDrive...⇄ for agreed price and a trade in. It was to be a cash deal. I gave them a deposit over the phone on 9/24 confirming the deal. I received a call on 9/26 indicating that the car had already been sold and a contract written the morning of 9/24 but the vehicle was not put on hold because it was pending approval from [redacted] finance. I filled out all of the paperwork needed giving my DOB and SSN along with a $1000 deposit. I confirmed acceptance on 9/24 and planned to drive to DC on Saturday 9/27Desired Settlement: They offered to sell me a different car. I wanted this car as it had the complete package I desired for the right price. They sold it to me. Then they called me at a later date to tell me it had been sold. They also told me the person was financing through . I had already put a deposit on this car. They sold it out from under me as to make more profit off of financing and I want the exact car or equivalent in every package feature for the same exact price and my trade in as originally agreed.

Business

Response:

Review: I was involved in a 4 car accident which resulted to a hole in my front bumper and a dent in my rear bumper. I took my 2004 Infinity M45 to Passport Auto Collision for an estimate and was told that my car was totaled. I made the decision to buy back the car and when I went to retrieve my vehicle it was very clear that they had stripped my car of many parts. My rear and front bumpers and headlights were completely missing. My trunk liner as well as the spare tire was missing as well. I inquired about my missing parts and was told that they has been thrown away. I was also told that there was nothing I could do about it and that I would have to take them to court if I had a problem. The insurance company that's covering my claim made a courtesy call to the shop and inquired about the missing vehicle parts. The manager hung up on her. This goes to show the quality of customer service they provide. I am certain that they took my parts to resale and gain profit. My headlights and spare tire suffered no damage from the accident and shouldve remained in the car. During this process I dealt with [redacted] ###-###-####, he said he is the assistant mngr. I also dealt with [redacted]. I have pictures to show what my vehicle looked like before and after it left the shopDesired Settlement: If Passport Auto Collision cannot replace the exact parts of my car I am requesting a full refund. As previously stated, there was absolutely no damage to the headlights; and lining and spare tire. Those parts belong to me and I am entitled to having them. It was not theres to keep. This is called theft. When I made the decision to buy back the car, I was buying it back as is, not with missing parts

Business

Response:

The car was towed in [redacted] train wreck. [redacted] ask that we take the car apart which we did it was deemed a total loss and sat on our lot for a month while customer negotiated to by the car back unknown to me the old Damaged Parts were thrown away we do not store parts especially for a month. They called and told me they bought it back and were not paying any of the storage charges that [redacted] was responsible for until the customer bought it back.