Action Portrait Studio

I am responding to your letter dated April 18, 2016 regarding [redacted]. We have been working with Ms. [redacted] since 4/13/16 in order to resolve her claim that our dealership owes her $2,500 for a trade-in vehicle, stating we did not apply the amount to her deal. She also asks that our...

dealership adjust her credit report for a debt she owed to [redacted] Financial Services that was not paid on time and went to collection.| informed Ms. [redacted] on 4/14/16 via email that pulled her deal from 2013 and reviewed the lease documents. I found everything signed by her to be in order and that there was nothing more could do. Our General Sales Manager, TJ S[redacted], has responded to each of Ms. [redacted]'s email messages with clear explanations regarding the structure of her deal and the disposition fee bill she received from TFS.Ms. [redacted] signed lease papers (see 3-pg copy attached) for a 2012 [redacted] LE on 2/2/2013, The monthly lease cost was $89, + title/tag fees, bringing her monthly lease payment to $100/month for a 2-year, 12,000 mile/year lease.The trade-in allowance was $2,500, she received a $500 lease bonus Cash credit and paid cash amount of $2,681, 69., bringing her total down payment to $5,681.69. Section 7, 8 and 9 of the lease agreement clearly shows the calculations are in order.[redacted] is one manufacturer among many who impose a Disposition Fee when a customer returns a lease-end vehicle and does not purchase the vehicle, re-lease or buy another vehicle with the same manufacturer/brand. Depending om the manufacturer, fees can range from $300-$450, Manufacturers impose these fees to cover restocking fees, which include transport, inspection and cleaning the vehicles for resale. Manufacturers reward the customer for being brand loyal by waiving the disposition fee. The fee is billed by [redacted] and paid directly to [redacted]. Conicelli is not involved with the Disposition fee in any way, believe [redacted] did not receive payment on time which resulted in sending Ms. [redacted]'s bill to collection. Conicelli is not responsible for clearing a customer's credit history/report.In his last email to Ms., [redacted] on 4/22/16, TJ S[redacted] offered to review her 2013 deal paperwork, in person, if she would come into our showroom. All of our paperwork is in order and there is no money due to Ms., [redacted]. Our offer to discuss the structure of her deal in person still stands.If there is any additional Information you need, please don't hesitate to contact me directly @ ###-###-####. Thank you.Sincerely yours,Paula D[redacted]Customer Relations Manager

October 19, 2017Dear [redacted]:l am responding to your letter dated 10/12/17 with regard to the above referenced customer,[redacted]. Please be advised that this complaint has been addressed by our Body ShopManager and various staff. Mr. L[redacted] has given me the following information:[redacted]...

purchased her vehicle, a 2006 [redacted], from our [redacted] Pre-Owneddealership 10/15/16, with 96,072 odometer miles, and since that time has neverreturned to our service department for any type of service. [redacted] was involved in an accident and her vehicle came to our body shop 9/5/17with 106,051 odometer miles.Upon completion, the body shop invoice was $4,618.49; there was no deductiblebecause the other party who hit [redacted], their insurance company was paying theinvoice. The said vehicle was returned to [redacted] on 9/29/17.When the vehicle came in, the "check engine" light was on and [redacted] stated it hadbeen on prior to the accident. We marked it on our Check-In Sheet and also tookpictures of the dashboard, in addition to the interior and exterior ofthe vehicle. Anormal practice for our body shop. We also noted that it was also low on antifreeze.[redacted] returned to our body shop 10/9/17 to report she was having issues with largepuffs of white smoke coming from her exhaust. She advised that on the same day shepopped open the hood prior to bringing the vehicle back to us, did not think there wascoolant in the radiator; so she put water in the coolant expansion tank, then broughtthe car to us. Water in the radiator could lead to cracking/leak issue with the engine.When she brought the vehicle back, the engine was running rough, so Rodney Amsdenran a scan that showed the vehicle had multiple mis?res in all 6 cylinders and a power-train system failure. These did not show on our post-scan of the vehicle at timeof delivery(9/29/17). Nor did we see any white smoke.We took the vehicle back to our tech and the Production Manager and he inspected thevehicle. There were no external leaks evident and there did not seem to be any issueswith any of the repairs we did. So we advised the owner to immediately take thevehicle over to our [redacted] Service Department.Rodney then spoke w/ Mark, one of our [redacted] Service Advisors. We told him we nolonger had the radiator because it had been over 10 days since the body repairs werecompleted. There were no punctures in that damaged radiator, it was only replaceddue to the heavy bend/bow from the accident. And, we also checked our servicerecords for this vehicle.... it has never been to our service department so we have noservice records.In conclusion, it is very possible that the vehicle head gaskets could be bad. However wecannot confirm that because we have never inspected [redacted]/s vehicle. Our body shopacted professionally and responsibly, and we advised the customer to take the vehicle over toour Service Department, however she did not. if there is any additional information you need,please don't hesitate to contact me @ ###-###-####. Thank you.Sincerely yours,Paula D.Customer Relations Manager

Dear [redacted]:I am responding to your letter dated April 28, 2017 regarding [redacted], had the opportunity to review this with our dealership owner. Our records indicate no person with this name came in to our showrooms. All of the information we have on file under this name was received...

electronically. We can only assume when we receive information in this manner that it does belong to the person who fled the credit application. We never received copies of a driver's license or insurance D So we have rics way to physically identify the consumer until they come into our showrooms,As I stated if any previous response to you, consumers go online and file credit applications with lead companies when they are looking to buy a new/used vehicle. Our dealership, like many throughout the Country, purchase "leads" from these vendors to assist a consumer with finding/purchasing a vehicle and securing a loan, Consumers must respond/agree positively to the "permission to investigate credit" question in order for any dealership to proceed. sent you copies of what we have on file for [redacted] showing where permission was given to investigate credit.Ms, Butler stated in her rejection" don't inderstand what you need to talk about." Wanted to verify the info on file and possibly assist with removing the hard inquiries from Transjnion and Experial viaour credit dispute company, but only if I found that there were any discrepancies and possible fraud in the information, At this time, we recommend that [redacted] directly contact the Credit Bureaus to dispute these inquiries:[redacted]