Bruno's Precision Body Repair & Restoration, Inc.

Attached is the agreement.

On July 22, 2015 Mr. [redacted] attended our off site sale at the Salem Civic Center. He was assisted by [redacted]. They drove an automobile and then proceeded to do the paperwork necessary to purchase a car. One of those items was an application for credit. On that application Mr. [redacted] provided...

Mr. [redacted] with a detailed amount of information, such as, income, work history, living arrangements, etc. Once that information was collected and the application was signed we proceeded to access his credit and submit his loan for approval to three lenders.  Unfortunately at that time his loan was not approved, shortly thereafter we  renegotiated his loan with one of the lenders that declined his loan originally and obtained an approval.I understand Mr. [redacted]’s concern about the number of inquiries affecting his credit score. The CFPB report that multiple inquires for credit while trying to obtain an auto loan with in a short period of time only count as zero to one inquiry.  [redacted] . This should not affect his score as he is claiming.If there is anything else I may assist you with please feel free to contact me.Sincerely,[redacted]First Team Automall

While we do understand Ms. [redacted] frustration, we must again be clear that our firm has no control at all over the Collision Estimate. This is completely the jurisdiction and responsibility of her insurance company. We must again... defer to her insurance company. Again, we understand her issue and how disappointed she is. We even asked her insurance company to consider that it might be related, they apparently have denied that request.With our regrets hearing the news that her insurance is denying the claim... this issue is not in anyway at all our responsibility and there is nothing more we can do.  Sincerely,David DillonFirst Team Auto Mall

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belowYou keep referring to the insurance estimate, but on both accounts, when I brought the car in for an estimate with First team, and again when I brought the car in for collision repair, both times I was assured that if there were any other problems with the car, they would be addressed and taken back to the insurance company to make an adjustment in the claim estimate. and this did happen but it only addressed the esthetics. I repeatedly told the ins adjuster, and your collision team that there was something else wrong with the car- i.e. noises weird funky things handling, is why I kept pushing for an alignment...is why I came myself, before the insurance got it together on paper to see if the car was safe to drive.and [redacted] said to me, "if there is anything else going on with the vehicle, we will know that when we get in there to replace everything." He even hinted that this was always the case. This was a double ended collision on a unibody car. I was hit at an angle from behind really hard from a short distance, and pushed-with foot on the brake into the guys bumper in front of me. two hits, one after another affecting a belt and pully system in this special transmission. I would like to see specific crash ratings and results on theses types of accidents, as to how your collision team should have addressed this crash.and I would like to see in writing some laws in my state that you are following in accordance with the insurance company/ies that you deal wth.I still think it was First Team Subaru that dropped the ball here. I am eating the difference by paying for a transmission and the rental car. I guess you are a big enough company that it does not matter if one customer never returns.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I NEVER ONCE told them that I would have [redacted]  take care of it under warranty.  I told them I would check with them to find out if it was covered under warranty.  As of today, and several times trying to contact [redacted], I have not been able to have resolution from them either.  I find it VERY SUSPICIOUS that this issue did not arise until they did the recall work on my vehicle, especially with the low mileage on the car.  
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. if you look clearly per what they just sent, it is not clear. it does show 2 pmt options however, the tablet distorted my signature and cut if off so it is not a legal signature. Then, apparently what I did sign was payment option 1 which does not state and is not stated clearly automatic payment deduction.  under payment option 2, it mentions this but my signature is not on option 2 and no bank information is there.  they are stating the argument of making payments on a certain date, however this was never my argument, it was all along that I did not agree to automatic payments and it was not presented this way and when I asked if there would be a monthly bill received I was told yes and this was not true.  Also on  one of their message it states, "this is clear. It shows that the two payment options are credit card or debit card." per their words. On the actual agreement, which says retail installment contract, first of all why was this not presented to me that day. I did receive papers but this was not included. When the tablet was presented to me, there was nothing to read only a box to sign. they are also stating I am asking for terms that do and did not exist, however apparently they do not exist on this paperwork either. They are still missing the point of I did not agree to this and it was presented under false pretenses and according to the agreement they say I signed, I did not sign option 2 where this does state auto debit.  If payment option 1 is an auto payment option, why is it not worded as a electronic automatic deduction, like option 2.  these 2 options are worded very differently and again I was not presented this and the time of signing. 
Regards,
[redacted]

Thank you for the opportunity to respond. While we do understand Ms. [redacted] frustration and concern with her transmission failing after a Collision Repair, the two issues are separate and completely the area of responsibility of her insurance company.The entire collision damage...

repair estimate process is tightly controlled by the insurance industry. They have specific policies and procedures that must be followed and that is what the Collision Repair Center at First Team Auto Mall has done. It is truly unfortunate and understandably frustrating for Ms. [redacted] that in her own words "the insurance adjuster missed the crack", but that is where this issue is... totally and completely in the hands of her insurance company. Mechanical issues with a car that has had collision damage are not easily diagnosed through the Collision estimating process especially with less extensive damage such as bumpers. Again frustrating, but this does happen and her insurance is the correct party to pursue.We do understand Ms. [redacted] wanting to hold First Team responsible for the subsequent failure, however this is not under our control in any way. The insurance company responsible for the repair dictated the extent of those initial repairs and they must now address this concern. Sincerely, David DillonFirst Team Auto Mall

Thank you for the opportunity to respond. The recall and the needed repair are clearly separate issues and in no way related. The failed part is not covered under any factory warranty or recall. This issue started when [redacted] brought this car into First Team Hyundai on April 16, 2016 with...

clear instructions to only perform Recall work, which we did complete. Two weeks later, a EPS light did comeback on due to a calibration issue... which is not unusual with these computer components. We took care of this at no charge.At that time we did notice a noise in the Steering Shaft and told Ms. [redacted] on April 30, 2016 about the concern and quoted a repair price. She told us that she would have her dealer, [redacted] take care of this under her warranty.She returned on May 18, 2016 asking about the noise again, the same issue that we brought to her attention on April 30, 2016. She repeated the same claim that she would have her dealer, [redacted] take care of this under her warranty.Since Ms. [redacted] purchased this car from another dealer just a few months ago and this issue came up within weeks of her purchase, we would suggest checking with her dealer for any assistance. First Team was not the selling dealer nor the warrantor and has no responsibility whatsoever for Ms. [redacted]'s concern. Her issue is completely with her selling dealer.Thank you again for the opportunity for respond, however this issue is not the responsibility of First Team in any way. Again, we are not the Selling Dealer or the warrantor. We are a third party that in good faith pointed out a possible safety concern that most probably should have been caught before she purchased this car.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
here is my response to Mr. David Dillon's response-Yes, I understand the process of the insurance and the parameters that your company has to meet. When I took my subaru to First Team for an initial estimate, I was told by [redacted]- "that this is a preliminary look, and when we get in there we will find out all the damage that has been done." when I dropped my car off for repairs, I was told the same thing by [redacted]- that theses pieces of paper were estimates, and when the crew was able to pull everything apart they would then assess the full amount of the damage and if anything over what the Insurance Co. estimate was needed, they would call the ins. co. and ask about an addition to the estimate. This actually happened but it was again, something cosmetic with the bumper.(another $200) I picked up my car late on a friday night and it was still screwy driving and still making noises. I had pushed for an alignment because(?? I dont know? I was hit and it wasn't acting this way before) so if I don't know whats wrong with it, I trusted the Experts to tell me. Subaru only looked as far as the aesthetic damage even though I had asked several times about the noises and alignment, not knowing what was going on with the car. I understand that the insurance estimate guy is not a car expert, he is not a car mechanic, nor is he someone who is in and out of cars like the guys at First Team. I was trusting First Team to do their job, not just follow some piece of paper. I was trusting them to find all that was wrong with this car and take it up with the insurance so I could have my car fixed. Now, because I drove away from your lot, the insurance is not going to pay for the transmission crack, which should have been assessed(by subaru collision) long before any external repairs were made, and addressed to the customer, and the insurance company. I was not told about further additions to the estimate until I paid the bill. Subaru Collision missed the major damage from this accident,  but I was trusting Subaru to be thorough and complete, as they have been with my vehicle in the past.  Now I am paying out of pocket to repair my car.  Subaru can vouch for all the maintenance on this car, there was no crack before the accident.I am still driving a rental car, and I still don't have my car repaired to satisfactory condition.Everything is still out of pocket and very unsatisfactory.

The transmission was replaced for Ms. [redacted] 2006 Nissan Murano in March15, 2016 at 98927 miles. We also replaced a door handle, oil and filter change, both lower control arms, fuel sending units and oil cooler o-rings. She came back on June 17, 2016 at 103006 miles and stated there was a...

grinding noise. We checked it out and noted that the wheel bearing and hub was making the noise and was not related to the transmission.  The vehicle came in a year after the transmission on June , 2017 with 113496 miles and stated they were getting a vibration from the transmission. We checked it out and recommend replacing all 3 of the engine motor mounts and to replace the axle boot on the left front – it was torn and throwing grease. The Service Advisor quoted the customer the price for all the repairs.  A day or two after that a gentleman named [redacted] came in and asked to speak to me. He stated that he was Ms. [redacted]'s boyfriend and he would be discussing the vehicle for  Ms. [redacted],  He felt we should have replaced the mounts when we did the transmission. I told him I needed a couple of days to research it and get back to him. Since there were some misunderstandings or confusion  with what he told me from what that of the technician and service advisor -- I thought it best to get Mr. [redacted] in and have meeting with all of us at one time. Within a couple of days I called Mr. [redacted] at [redacted] to set up a time to meet. I got a voice mail for his business “[redacted] Services” I never heard back from Mr. [redacted] - so some time later a week or so I called again and got the same business voice mail and left a message for a second. FYI called at 1:35 today and got the same voice mail. We have been trying to reconnect and review these concerns, but we keep getting voicemail, and no return phone calls.  There is confusion here obviously with two different people calling us on this issue and we have been calling and not getting any response. We need to meet with the owner of the vehicle to explain where we are... and review what the options are.  Thank you. David DillonFirst Team Nissan

Thank you for the opportunity to respond. The issue here is how Mr. [redacted] will pay for the Extended Service Contract he chose to purchase. As Mr. [redacted] and a representative from [redacted] has explained to him, there are two choices:1. Pay for this coverage in full at time of...

purchase.2.Monthly payment options are available through a Automatic Direct Pay from a Checking Account or a Credit/Debit Card. Automated billing is the only payment option.These are the only two options available to pay for this coverage. Mr.[redacted] may make arrangements to pay in full for the contract or continue the agreement he approved and make monthly payments on time with Direct Automated Payments. If Mr. [redacted] does not want to continue to make payments as agreed, this coverage is cancellable. Please ask Mr. [redacted] to let us know what he would like to do.Again, thank you for the opportunity to respond.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Once again I told you guys not to run my credit in the first place thats why this time you avoided the part about the signed credit application . I NEVER gave consent. You guys asked me questions that you guys said were "basic customer information" that you weren't going to run my credit. Your employees lied to me the same way you're trying to cover up your employees mistake. It's very simple to call the bureau you ran my credit through and have them remove it. Instead, you wish  to argue with me about something that you wasn't there for. I have a witness that was there that I asked you guys would you like to talk to to verify my information. Your manager [redacted] told me that when he didn't find the "signed" credit application that he would handle my issue. Then when I called back and he didn't have one because thete never was a signed one he lied too. [redacted] never once told me that it was a credit application. Why dont you attach that signed credit application? You guys do this to people and expect them to just deal with it. 
Regards,
[redacted]

We have already replied to this concern with the only answers available.Mr. [redacted] provided his information to us asking for car credit. We could not have accessed his credit without him providing his Social Security Number nor could we have sent in an application without his providing his employment and income information. His intention was to see if car credit was available, and we performed the service requested.Thank you for the opportunity to respond.