Back 2 New Automotive Repair & Collision Center

I am writing you this letter in response to a complaint from [redacted] in regards to my business, BACKNEW.Ms [redacted] vehicle ( [redacted] **) was at our storage lot for over a year and it does state on our Back New Tow Form, we are not responsible for a vehicle left over days in which it will be considered abandoned.Unfortunately, Ms [redacted] had some problems with her insurance that they weren't going to pay to have repairs doneIn gaining that knowledge, Ms [redacted] asked us to do an estimate and at that time she was unable to do.Back New held on to this vehicle for months before Ms [redacted] re-reach out to us about meeting to see what could be doneAt that time we came to an agreement to repair the front end of the vehicle for S3,Once the agreement was made, again there was months before a deposit was made to fix the front end of the vehicle.Please note: Our Storage fees are Sper day in which we had her vehicle since July 7, 2015, We Waive in trying to help Ms [redacted] out(Attach is Copy of Authorization Form to do repairs)We are willing to check out the front bumper and secure it properlyThe back (rear) bumper was damaged thru the length of time and the moving of vehicles around the yardWe replaced the rear bumper with one of the same car, but coming to find out it was a different model and we are willing to correct this alsoAs far as any other damage we are not accepting responsibility for.This vehicle was a recovered theft that was involved in an accident, but we are willing to look at other damages if Ms [redacted] Wants to see if we can repair at no cost to Back New though.Sincerely,Alex B***, Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: yes my car was there for a long period of time and I kept in touch with themSaleem told me that as long as they were going to fix it was not a problem that it was there He said that if I take it home then that would be a hazard to others, so I left it there I told them I feel into a financial situation and they said they undetstoodBut I kept in contact and I went to check on my car a few times during that time So then I was able to paySaleem told me everything was okWhen I did finally take my car home I notice something was wrong and I was not happy I called Saleem and told him my concerns and txt him pictures He told me that they would replace my rear bumper worn no problemThen he said that he would talk to Alex to find out what happened to me car because they don't do business like that I kept calling and leaving messagesAnd I emailed them as well I was told that they were ordering the parts to my car and would call me to let me know when to bring my car inThey were not calling so I kept calling sms they just kept saying I'm sorry we are still ordering the partsI just don't understand once I gave them my money which they took, why didn't they just put my car back togetherI understand the business but I don't understand why they didn't just put my car back together When I gave them tbe final payment I asked how long and Saleem said she coupkeep weeks which took them a few months So when they would not respond or call me to bring my car back I reached out to you.
Regards,
*** ***

October 19, 2016Dear *** ***,This letter is being sent to in response to complaint letter we received that was sent to you in regards to *** ***.We did repair this vehicle and unfortunately, it did take more time then estimatedThere are a couple of factors in which cost delays
in repair time as wellTwo supplements request, 3-days per request to insurance and for parts being delivered within 1-days after approval; plus customer may have had her accident on 5/21/2016, but we didn't receive her Insurance Estimate & Authorization Paperwork to do the repairs until 5/26/Our business is open Monday-Friday and closed on weekendsIn good faith we did compensate the customer financially (waive deductible/car rental).The customer did ask us to re-adjust her hood when she came in to pick her car up and the adjustments were made and at that time she stated and sign-off she was satisfied and paid us what she owedShe also shared she was going to have it checked by *** to be sure all is good and I told her that's fine and if there should be any problem to let us know so we could address it immediatelyThe customer did call us and brought the report from *** in which stated there was some codes that needed updating on her car as well as her needing some brakes which had nothing to do with the repairs.Invoice Quote from ***: Client States front end damage from previous repair at Collision ShopBody lines and gaps are not to spechood moldings coming undoneHood not seated properly, rubber around the hood loose, check and advise*** advise: Miscellaneous RepairWe told customer we would address and she stated she prefer someone else correct it and we had customer to take to another Collision Shop with her approvalThe repairs were done and we call the customer to be sure she was satisfied and she stated she was and we paid the Collision Shop for the repairs.All of the other negativity of so called comments/etc, respectfully will not comment into and have also had to send a apology to the other Collision Shop for what the customer has inflicted on them.I do want to state: Our technicians are qualified and certified in their fields.The customer did recently call us and stated we need to fix in demanding tones something with her water bottle hose, but I told her being she had other Work done on her vehicle she may need to discuss that with themUnfortunately, this customer is one that I had to let her know she will not determine how we will do things and guess that caused me to be "very rude" and I am sorry, but I have guidelines to go by and when you don't answer all the time how a customer think you should of course you are the bad one.We always invite our customers to call us for updates and we do give updates periodicallyUnfortunately, this customer evidently required more.Thank you for giving us the opportunity to explain our position and we do try to give our customers the best service, but we are not going to engage in anything else with this customer and we feel we have overly done in financial Compensations and corrections in trying to please this customer.Letter written by Office Manager and approved by OwnerSincerely,Alex B. Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: yes my car was there for a long period of time and I kept in touch with themSaleem told me that as long as they were going to fix it was not a problem that it was there He said that if I take it home then that would be a hazard to others, so I left it there I told them I feel into a financial situation and they said they undetstoodBut I kept in contact and I went to check on my car a few times during that time So then I was able to paySaleem told me everything was okWhen I did finally take my car home I notice something was wrong and I was not happy I called Saleem and told him my concerns and txt him pictures He told me that they would replace my rear bumper worn no problemThen he said that he would talk to Alex to find out what happened to me car because they don't do business like that I kept calling and leaving messagesAnd I emailed them as well I was told that they were ordering the parts to my car and would call me to let me know when to bring my car inThey were not calling so I kept calling sms they just kept saying I'm sorry we are still ordering the partsI just don't understand once I gave them my money which they took, why didn't they just put my car back togetherI understand the business but I don't understand why they didn't just put my car back together When I gave them tbe final payment I asked how long and Saleem said she coupkeep weeks which took them a few months So when they would not respond or call me to bring my car back I reached out to you.
Regards,
*** ***

October 19, 2016Dear *** ***,This letter is being sent to in response to complaint letter we received that was sent to you in regards to *** ***.We did repair this vehicle and unfortunately, it did take more time then estimatedThere are a couple of factors in which cost delays
in repair time as wellTwo supplements request, 3-days per request to insurance and for parts being delivered within 1-days after approval; plus customer may have had her accident on 5/21/2016, but we didn't receive her Insurance Estimate & Authorization Paperwork to do the repairs until 5/26/Our business is open Monday-Friday and closed on weekendsIn good faith we did compensate the customer financially (waive deductible/car rental).The customer did ask us to re-adjust her hood when she came in to pick her car up and the adjustments were made and at that time she stated and sign-off she was satisfied and paid us what she owedShe also shared she was going to have it checked by *** to be sure all is good and I told her that's fine and if there should be any problem to let us know so we could address it immediatelyThe customer did call us and brought the report from *** in which stated there was some codes that needed updating on her car as well as her needing some brakes which had nothing to do with the repairs.Invoice Quote from ***: Client States front end damage from previous repair at Collision ShopBody lines and gaps are not to spechood moldings coming undoneHood not seated properly, rubber around the hood loose, check and advise*** advise: Miscellaneous RepairWe told customer we would address and she stated she prefer someone else correct it and we had customer to take to another Collision Shop with her approvalThe repairs were done and we call the customer to be sure she was satisfied and she stated she was and we paid the Collision Shop for the repairs.All of the other negativity of so called comments/etc, respectfully will not comment into and have also had to send a apology to the other Collision Shop for what the customer has inflicted on them.I do want to state: Our technicians are qualified and certified in their fields.The customer did recently call us and stated we need to fix in demanding tones something with her water bottle hose, but I told her being she had other Work done on her vehicle she may need to discuss that with themUnfortunately, this customer is one that I had to let her know she will not determine how we will do things and guess that caused me to be "very rude" and I am sorry, but I have guidelines to go by and when you don't answer all the time how a customer think you should of course you are the bad one.We always invite our customers to call us for updates and we do give updates periodicallyUnfortunately, this customer evidently required more.Thank you for giving us the opportunity to explain our position and we do try to give our customers the best service, but we are not going to engage in anything else with this customer and we feel we have overly done in financial Compensations and corrections in trying to please this customer.Letter written by Office Manager and approved by OwnerSincerely,Alex B. Owner

I am writing you this letter in response to a complaint from [redacted] in regards to my business, BACKNEW.Ms[redacted] vehicle ([redacted]) was at our storage lot for over a year and it does state on our Back New Tow Form, we are not responsible for a vehicle left over days in
which it will be considered abandoned.Unfortunately, Ms[redacted] had some problems with her insurance that they weren't going to pay to have repairs doneIn gaining that knowledge, Ms[redacted] asked us to do an estimate and at that time she was unable to do.Back New held on to this vehicle for months before Ms[redacted] re-reach out to us about meeting to see what could be doneAt that time we came to an agreement to repair the front end of the vehicle for S3,Once the agreement was made, again there was months before a deposit was made to fix the front end of the vehicle.Please note: Our Storage fees are Sper day in which we had her vehicle since July 7, 2015, We Waive in trying to help Ms[redacted] out(Attach is Copy of Authorization Form to do repairs)We are willing to check out the front bumper and secure it properlyThe back (rear) bumper was damaged thru the length of time and the moving of vehicles around the yardWe replaced the rear bumper with one of the same car, but coming to find out it was a different model and we are willing to correct this alsoAs far as any other damage we are not accepting responsibility for.This vehicle was a recovered theft that was involved in an accident, but we are willing to look at other damages if Ms[redacted] Wants to see if we can repair at no cost to Back New though.Sincerely,Alex B[redacted], Owner

I am writing you this letter in response to a complaint from [redacted] in regards to my business, BACK2 NEW.Ms. [redacted] vehicle (2015 [redacted]) was at our storage lot for over a year and it does state on our Back 2 New Tow Form, we are not responsible for a vehicle left over 30 days in...

which it will be considered abandoned.Unfortunately, Ms. [redacted] had some problems with her insurance that they weren't going to pay to have repairs done. In gaining that knowledge, Ms. [redacted] asked us to do an estimate and at that time she was unable to do.Back 2 New held on to this vehicle for months before Ms. [redacted] re-reach out to us about meeting to see what could be done. At that time we came to an agreement to repair the front end of the vehicle for S3,500.00. Once the agreement was made, again there was months before a deposit was made to fix the front end of the vehicle.Please note: Our Storage fees are S45.00 per day in which we had her vehicle since July 7, 2015, We Waive in trying to help Ms. [redacted] out. (Attach is Copy of Authorization Form to do repairs)We are willing to check out the front bumper and secure it properly. The back (rear) bumper was damaged thru the length of time and the moving of vehicles around the yard. We replaced the rear bumper with one of the same car, but coming to find out it was a different model and we are willing to correct this also. As far as any other damage we are not accepting responsibility for.This vehicle was a recovered theft that was involved in an accident, but we are willing to look at other damages if Ms. [redacted] Wants to see if we can repair at no cost to Back 2 New though.Sincerely,Alex B[redacted], Owner

I own an 2014 Infiniti which was involved in an accident May 21, 2016. My car was towed to Back 2 New for the front end repairs that same day. A week later the S[redacted] claims adjuster had reviewed the damage and agreed on an amount. Each time I went to check on the car because weeks continued to pass by or to pick the car up there were parts sticking up/out...or missing..Their response was always oh yeay we will take care of it, don't worry. The hood was tilted and the wind deflecter is cut off..They tickered with the ac unit and can't explain why. They removed the front side panels but did not reinstall what ever holds them flush because both sides stick up and have gaps. The rails around the side stick out. The moulding under the hood was falling off when I went to pick it up last week. I lifted the hood because I remembered them removing the rubber barrier weeks before, sure enough it was falling off. After I complained they put some two sided tape on it instead the clamps that came with the car to secure the barrier. I stopped by once or twice a week to watch what they were doing and saw them remove the above mentioned parts yet they tried to say that they didn't. They've had to send it out for paint 3 time because each time there were literally gouges on the newly painted area. I actually have never seen anything like it. ...I have been without my car now since May 21st. I have to go check it out again tomorrow. July 6th. The car is now junk. They have really demolished it and I don't think that their tech is trained. They dont even understand how important the wind deflector is or how they have devalued my car. Its worthless now