Frank T. Dooley Contracting, Inc.

Good morning. Bill Bowen is not our customer, however, Gretchen Bowen is. Company policy is that we generally do not respond to any complaints or anything regarding a customers account unless it is a complaint made directly by our customer. However, since the complainant is our customers husband, we...

will respond. Mrs. Bowen purchased this vehicle on September 9, 2016 on a Buy Here Pay Here contract with payments due every two weeks from the date of purchase. As with all of our Buy Here Pay Here customers, they receive a "Free Labor Warranty" with their purchase. The biggest stipulation of this "Free Labor Warranty" is the customer has to be completely current on their payment in order to use this. Our labor warranty means that if the customer buys the parts, we do all of the labor for the life of their loan and only if they are current on their payment. Mr. Bowen had brought the vehicle back to utilize Mrs. Bowen's free labor warranty at one point when their payment was current. He did not let us diagnose the issue. He came to us, told us what he thought the problem was and the part he purchased to fix the problem he thought he had was faulty. Instead of letting us help him find an affordable part, he purchased a part from overseas to try and be more cost effective. Turns out, the problem that we fixed with the faulty part wasn't even the problem at all. So we got the car back again. We fixed the issue that was giving the customer issues at this point. The next time the customer brought the car back in for service, they just dropped the vehicle off and left it. The customer at that time was past due on their payment so we were not able to start looking at their vehicle. We made multiple attempts to contact Mrs. Bowen to let her know that the payment needed to be made so we could start looking at the vehicle but there was never an answer. After multiple days of trying to make contact and failing, Mr. Bowen called in to ask if his car was "finished." When I explained to him that the vehicle hadn't been looked at yet due to the past due status, he got hostile over the phone. We tried to collect the payment so we could honor our free labor warranty but the payment was refused. As of this moment, this vehicle has been repossessed due to non payment and refusal to provide proof of insurance with us as the lien holder. Since the vehicle entered "repossessed" status, we were able to take it for a drive and glance over it. There isn't even anything wrong with the vehicle. We think that the customer may have made an impulse purchase and may very well be trying to break the contract. The reason behind our thinking is, just a few weeks after the customer purchased the BMW, we had gotten a 2010 Audi Q5 in inventory and Mr. Bowen was very adamant about "switching" vehicles from the BMW to our Audi. We told him that we do not conduct business that way. Mr. Bowen did not like that answer. We feel as if we honored every part of our contract and agreement and that Mr. and Mrs. Bowen did not. Therefore, we do not think that a refund is in order. We do not issue refunds for broken contracts and agreements. Thank you.