B & B Automotive, Incorporated

RE:[redacted]
small; text-indent: 0.5in; font-family: 'Times New Roman', serif;">ID #[redacted]
Dear **. [redacted]          This
is in response to the above-referenced complaint, which was filed on March 3,
2014 at 3:27:35 PM, and assigned ID #[redacted].           After researching the matter, the
state performed a complete inspection of [redacted]’s vehicle, while referring
to the [redacted] checklist. The only item found to be questionable was one (1)
engine mount, which had a slight crack, but was not separated. The state inspector attempted to contact
**. [redacted] with her findings, but was unable to do so. She wanted to inform him
that the car only needed an engine mount. The inspector also wanted to know the
name of the [redacted] technician, who claimed the vehicle needed $4,721 worth of
repairs.            B & B Automotive has decided to
grant the customer his requested relief. If he returns the vehicle, we will
issue him a refund. As always, we make every effort to fulfill all reasonable
requests. We pride ourselves on working with the customer to resolve any issue
brought to our attention.          **. [redacted], if I could be of further
assistance, please do not hesitate to contact me. Respectfully
submitted,
 
[redacted], Compliance OfficerB
& B Automotive, Inc.Office:
###-###-####Fax:
###-###-####Email: [redacted]

Dear
[redacted],This is
in reference to a complaint, which was submitted on 4/30/2013 at 11:39:13 PM,
received by this office on 5/1/2015, and assigned an ID of [redacted].Scott
Joseph Polonoli entered into a retail installment contract on 7/14/2014.  [redacted] first contacted this office...

on
9/22/14.  He stated that he wanted to
return the vehicle, as he was unable to afford making payments, due to overtime
hours being cut at work.  It was
explained to [redacted] that this would essentially be considered a voluntary
repossession.  He indicated that he did
not care, because he "was 25 years old and already had several creditors
coming after him".Daniel
D[redacted], our Collections Manager,
personally reached out to the customer at the time to see if he could assist
and did not receive a return call.  The
customer continued to make timely payments, and we did not hear back from him
until 4/9/2015.  He asked questions about
his loan balance and asked to have his payments lowered.  Nothing was mentioned about having any
financial hardship, but simply wanted to lower his payments.  He was advised that we were unable to
refinance his loan.  He had several
conversations with his account manager on 4/9, 4/15, and 4/21.  Mr. D[redacted] listened to all of the
aforementioned calls.  The account
manager was professional and courteous, but informed the customer that she was
unable to refinance his loan at this time.Mr.
D[redacted] spoke to the customer on 5/1/2015 in reference to his complaint
filed.  He indicated he was not pleased
with his financing terms and felt he was paying too much for the vehicle.  When Mr. D[redacted] asked for details from the
unprofessional comments made by his account manager indicated in his complaint,
he said it was from some time last year. 
Unfortunately, we do not have call recordings from that time.  Mr. D[redacted] reviewed the terms of the
contract with the customer to ensure he was familiar with the amount financed.  [redacted] indicated he was working 15-20
hours of overtime at loan origination, but no longer has overtime available to
him.  He also stated he has to pay over
$600 in rent each month.  He indicated
this was the reason he could no longer afford to make loan payments.Mr.
D[redacted] reviewed his original application and advised [redacted] that his
loan documents indicated he was only working 2-4 overtime hours in a two week
time period.  Additionally, he provided
us with a letter stating he lived with family with no rent expense.  Mr. D[redacted] offered to assist and review his
loan for refinance consideration, if he could provide him with evidence of a
financial hardship, such as reduced income or the addition of rent
obligation.  Mr. D[redacted] asked him if he
would be interested in this to which he responded he would think about it.  Mr. D[redacted] provided him with his direct
phone number to discuss further, if interested. 
The customer indicated he may simply file bankruptcy and return the
vehicle.[redacted] prides itself on working with the customer to resolve any issue
brought to our attention, and we make every effort to fulfill all reasonable
requests. [redacted], if I could be of further assistance, please to not hesitate to
contact me.Sean
M[redacted], Compliance Officer

RE:   ID #[redacted]
Dear [redacted],
This will acknowledge receipt of the above-referenced complaint, which was received by this office on 12/8/2015, and...

assigned an ID of [redacted].
After researching the matter, we decided to grant, as a goodwill gesture, [redacted]'s desired relief. B & B Automotive repurchased the vehicle, and paid off the balance of her loan with [redacted], we pride ourselves on working with the customer to resolve any issue brought to our attention, and we make every effort to fulfill all reasonable requests. If I could be of further assistance, please do not hesitate to contact me.
Respectfully submitted,
Sean M[redacted], Compliance Officer
B & B Automotive, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  Please contact me when the loan has been released.
Regards,
[redacted]

Dear
[redacted],                     Our
version of events differs from the customer’s version. According to my 7/21/2015
response, I stated “Evaluating the vehicle has nothing to do with fixing it. We
have to check it for damage, prior to...

refunding down payment monies.” However, after
the inspection, [redacted] told our Service
Advisor, Nicholas M[redacted], she was happy with the vehicle, and did not want
to give it back. So, I am confused by this turnabout.                      B
& B Automotive is again willing to grant the customer’s desired relief. I
urge [redacted] to contact Frank Beyer, our Sales Manager, to arrange a time to return the vehicle, or to have
us tow it in. Upon receipt of a signed Mutual
Release Agreement, the customer will be issued a check. Respectfully
submitted,Sean
M[redacted], Compliance Officer

RE: [redacted]. [redacted] ID #[redacted]Dear Ms. [redacted],This is in response to the Revdex.com complaint, which was submitted on 7/6/2015, and subsequently rejected, with an assigned ID of [redacted].Please be advised that any and all restrictions pertaining to Ms. [redacted]'s warranty is set by [redacted]. B & B Automotive does not set policy for a national warranty company. Accordingly, [redacted]'s policy is that if a facility charges a labor rate in excess of $75.00 per hour, the customer is responsible for the difference. Unfortunately, we are unable to grant the customer's requested relief.Respectfully submitted,Sean M[redacted], Compliance OfficerB & B Automotive, Inc.

RE:  [redacted]       ...

                 ID
#[redacted]                                  �...⇄ /> [redacted]:          This is in response to the
above-referenced complaint, which was filed on April
30, 2014 at 5:27:38 PM and assigned ID #[redacted].          [redacted], our Collections Manager, spoke with [redacted], concerning his complaint. As a result, we are changing **.
[redacted]’s payment dates from the 15th & 30th to the 19th
& 3rd of every month. We do not have the ability,, however, to
reassign account managers. As long as **. [redacted] adheres to his new payment schedule,
there will be no need for him to speak to his representative.          Helm Associates is committed to
customer satisfaction. We pride ourselves on working with the customer to
resolve any issue brought to our attention. As always, we make every effort to
fulfill all reasonable requests.          [redacted], if I could be of further
assistance, please do not hesitate to contact me. Respectfully
submitted,[redacted], Compliance OfficerHelm
AssociatesOffice:
###-###-####Fax:
###-###-####Email: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

From: <[redacted]>
Date: Sat, Sep 20, 2014 at 11:04 AM
Subject: ID [redacted]
To: [email protected]
Hello,
In reference to my complaint ID [redacted] against B & B Automotive, Incorporated. On September 18 I received a check for the remaining $100 that was owed to me by B & B Automotive. I appreciate all your help in regards to this complaint.
Sincerely,
[redacted]

RE:     [redacted]. [redacted] ID
#[redacted] Dear
Ms. [redacted],
Again,
I refute the allegation that we claim to report to all three credit bureaus. Helm
Associates only reports to one credit bureau. [redacted] has aided
1,000’s of customers improve their credit scores, over the life of their loans.
Ms. [redacted], on the other hand, has only been paying on her vehicle for three
(3) months. A noticeable change in credit score is not going to happen in that
short of time. I
also want to reiterate that if Ms. [redacted] is experiencing compressor issues, I
urge her to contact our service department to have the vehicle evaluated. Ms.
[redacted], if I could be of further assistance, please do not hesitate to contact
me.
 Respectfully
submitted,Sean
M[redacted], Compliance OfficerB
& B Automotive, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:This is my office number and I NEVER called them with a request, besides the request to NEVER call me again. What possible reason would ANYONE in California need from an unethical used car lot on the EAST coast?????
Regards,
[redacted]

RE: [redacted]
 
serif;">Since receiving Ms. [redacted]’s complaint, B & B Automotive has made repeated attempts to contact the customer to no avail. Hence, the delay in responding. Additionally, the finance company is unable to locate her vehicle. So, until this situation changes, we are unable to provide a satisfactory resolution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear
[redacted],
This is
in reference to a complaint, which was submitted on 4/30/2013 at 11:39:13 PM,
received by...

this office on 5/1/2015, and assigned an ID of [redacted].
Scott
Joseph Polonoli entered into a retail installment contract on 7/14/2014.  [redacted] first contacted this office on
9/22/14.  He stated that he wanted to
return the vehicle, as he was unable to afford making payments, due to overtime
hours being cut at work.  It was
explained to [redacted] that this would essentially be considered a voluntary
repossession.  He indicated that he did
not care, because he "was 25 years old and already had several creditors
coming after him".
Daniel
D[redacted], our Collections Manager,
personally reached out to the customer at the time to see if he could assist
and did not receive a return call.  The
customer continued to make timely payments, and we did not hear back from him
until 4/9/2015.  He asked questions about
his loan balance and asked to have his payments lowered.  Nothing was mentioned about having any
financial hardship, but simply wanted to lower his payments.  He was advised that we were unable to
refinance his loan.  He had several
conversations with his account manager on 4/9, 4/15, and 4/21.  Mr. D[redacted] listened to all of the
aforementioned calls.  The account
manager was professional and courteous, but informed the customer that she was
unable to refinance his loan at this time.
Mr.
D[redacted] spoke to the customer on 5/1/2015 in reference to his complaint
filed.  He indicated he was not pleased
with his financing terms and felt he was paying too much for the vehicle.  When Mr. D[redacted] asked for details from the
unprofessional comments made by his account manager indicated in his complaint,
he said it was from some time last year. 
Unfortunately, we do not have call recordings from that time.  Mr. D[redacted] reviewed the terms of the
contract with the customer to ensure he was familiar with the amount financed.  [redacted] indicated he was working 15-20
hours of overtime at loan origination, but no longer has overtime available to
him.  He also stated he has to pay over
$600 in rent each month.  He indicated
this was the reason he could no longer afford to make loan payments.
Mr.
D[redacted] reviewed his original application and advised [redacted] that his
loan documents indicated he was only working 2-4 overtime hours in a two week
time period.  Additionally, he provided
us with a letter stating he lived with family with no rent expense.  Mr. D[redacted] offered to assist and review his
loan for refinance consideration, if he could provide him with evidence of a
financial hardship, such as reduced income or the addition of rent
obligation.  Mr. D[redacted] asked him if he
would be interested in this to which he responded he would think about it.  Mr. D[redacted] provided him with his direct
phone number to discuss further, if interested. 
The customer indicated he may simply file bankruptcy and return the
vehicle.
[redacted] prides itself on working with the customer to resolve any issue
brought to our attention, and we make every effort to fulfill all reasonable
requests. [redacted], if I could be of further assistance, please to not hesitate to
contact me.
Sean
M[redacted], Compliance Officer

[redacted]     
[redacted]
*Dear [redacted]This is in response to above-referenced complaint, which was submitted on 11/12/2016, received by this office on 11/14/2016, and assigned an ID of [redacted] After researching the complaint, I discovered that B & B...

Automotive released [redacted] from her original loan for the first vehicle, and now we are willing to release her from the second loan for the second vehicle. Unfortunately, we are not able to refund any monies, due to vehicle usage. B & B Automotive is committed to customer satisfaction. We pride ourselves on working with the customer to resolve any issue brought to our attention. As always, we make every effort to fulfill all reasonable requests. [redacted] if I could be of further assistance, please do not hesitate to contact me. Respectfully submitted,Sean M[redacted] Compliance Officer

RE:     [redacted] ID #[redacted] Dear
Ms. [redacted], This
is in response to the Revdex.com complaint, which was submitted on
6/29/2015 at 2:59:07, and assigned an ID of [redacted]. While
researching the matter, I discovered that when the vehicle...

stalled in the
middle of the intersection, it was not due to mechanical difficulties, but had run
out of gasoline. This was confirmed by [redacted], which said when they added fuel,
the car ran normally. On the other hand, if Ms. [redacted] has other concerns,
I urge her to contact our service department to make an appointment. The vehicle
will have to be evaluated, prior to making a determination to grant further
relief. B
& B Automotive is committed to customer satisfaction. We pride ourselves on
working to resolve any issue brought to our attention, and make every effort to
fulfill all reasonable requests. Ms. [redacted], if I could be of further assistance,
please do not hesitate to contact me. Respectfully
submitted,Sean
M[redacted], Compliance OfficerB
& B Automotive, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The  business has been paying on the warranty for over a year and a half with my auto body shop and now I am forced to use a auto repair place that they tell me to use I did research on [redacted] and B&B Auto and I will not take my car there. If the company will not resolve the problem I will send copy of warranty to my attorney and take it from there. All they have to do is pay the additional $238 and I will drop the complaint.
Regards,
[redacted]

RE:     [redacted] ID #[redacted] Dear
Ms. [redacted], This
is in response to the Revdex.com complaint, which was submitted on 7/6/2015
at 12:35:18 PM, and assigned an ID of [redacted]. Please
be advised that in the six years Helm Associates has...

been in business, they
have only reported to one credit bureau. Over the years, [redacted] has aided 1,000’s
of customers improve their credit score. So, unless the customer has something
in writing, which states we report to all three credit bureaus, I have to
refute her allegation. Additionally, if Ms. [redacted] is experiencing compressor
issues, I urge her to contact our service department to have the vehicle evaluated.
 B
& B Automotive is committed to customer satisfaction. We pride ourselves on
working to resolve any issue brought to our attention, and make every effort to
fulfill all reasonable requests. Ms. [redacted], if I could be of further assistance,
please do not hesitate to contact me. Respectfully
submitted,Sean
M[redacted], Compliance OfficerB
& B Automotive, Inc.

RE: ID #[redacted]
face="Times New Roman" size="3">Dear [redacted],
     This will acknowledge receipt of the above-referenced complaint, which was submitted on 7/11/2014 at 10:16:47 am, and was assigned an ID of [redacted].
     Frank B[redacted], our Sales Manager, has attempted to contact [redacted], in order to provide her requested relief. Mr. B[redacted] will continue to reach out to [redacted]. Once the customer is satisfied, I will provide an update on the outcome. In the meantime, if you have any questions or concerns, please do not hesitate to contact me.
Respectfully submitted,
Sean M[redacted], Compliance Officer
B & B Automotive, Inc.
Office: ###-###-####
Fax: ###-###-####
Email: [redacted]

[redacted]
12:35 PM (1 hour ago)
to me 
RE:    
ID #[redacted]
[redacted]
 
Dear [redacted],
    This is an update for the above-referenced complaint, which was originally submitted on 7/11/2014 at 10:16:47 am, and was assigned an ID of [redacted].
    Frank B[redacted], our Sales Manager, finally contacted [redacted]. Mr. B[redacted] has agreed to provide the customer with her requested relief. Ms. Linton will be receiving $300.00, which represents her down payment.
    [redacted], we pride ourselves on working with the customer to resolve any issue brought to our attention, and we make every effort to fulfill all reasonable requests. If I could be of further assistance, please do not hesitate to contact me.
 
Respectfully submitted,
Sean M[redacted], Compliance Officer
B & B Automotive, Inc.
Office: ###-###-####
Fax: ###-###-####
Email: [redacted]