New Town

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because of the following claims made by MrF [redacted] of New Town Auto body Inc.: 1) New Town Auto body Inc claimed that they replaced the bumper absorber in However, the absorber work was done by [redacted] Collision & Glass [redacted] Collision & Glass (07/201) in which [redacted] examined the vehicle, requested a free estimate from ***'s Adjuster ( [redacted] ###-###-####), and determined that the work which should have been completed in was never completedUpon these findings, I contacted MrF [redacted] who explained to me that he completed the workHowever, when I offered to send the estimate from the adjuster and photos, I was told that the evidence wouldn't make a differenceThroughout the course of this complaint, New Town Auto body Increfused to contact me for two weeksIn fact, I contacted him several times so that this matter could be resolved 2) In retrieving my car from New Town Auto body Inc., in 2014, the car was examined by [redacted] of Laurel, Maryland to determine that everything was adequately completeThere was no time in the retrieving of my car from [redacted] of Laurel, Maryland, that a mechanic offered to place the car on a lift to allow me to inspect the under carriage frame work to my carThese allegations from MrFox are inaccurateWhat occurred in the retrieving of my vehicle from [redacted] of Laurel, Maryland was an exchange of keys, paperwork concerning the job done and a letter notifying me that the materials had a lifetime warranty from New Town Auto body IncAgain, there was no opportunity for me to examine my car on a lift to determine whether the work was complete or not 3) Additionally, the reason why the time lapse in bringing the car back to New Town Auto body Inc was due to the fact that I am attending college and couldn't find the time to bring it back to address the issues, when they initially began to happen in March Besides the buckling of the bumper that began to occur in March 20215, results of a partially completed welding job of the frame, this produced out of the ordinary wear and tear on tires having to buy new tires or tires frequently becoming flat because of the bent frame and alignment issues Today, my car still has a bent frame and New Town Auto body Incthat still refuses to satisfy me as the customerIt seems that MrF [redacted] is confused about the issues with the frame of my car, even with proof from a qualified Adjuster and picturesIt doesn't matter how long a customer takes to address issues with a product or service by a company when the product has a lifetime guaranteeI never wanted anything concerning reimbursement from New Town Auto body Inc., only my car to be properly repaired My only goals in rectifying this situation were to get New Town Auto body Incto take ownership and satisfy me as the customer, even if that means going back over work they thought they've completed and rectify the situation Regards, [redacted]

July 27, 2015To Whom it May Concern,We first received this customer's vehicle on July 10th, from *** *** to repair damage sustained in a rear end collisionRepairs were completed and the vehicle was returned to the dealer for delivery to the customer on August 12th, The customer
reviewed and paid for the repairs and subsequently accepted delivery of the vehicle at that timeShe had no complaints on the quality of the repairs and expressed no issues with her vehicle's function or cosmetic look then, or at any time for the next twelve months.Approximately a year later, July 1th, 2015, we received the same vehicle back from *** *** with a complaint that the rear bumper was "sagging" and that there was a buckle on the right side quarter panelWe contacted the customer immediately to determine her exact complaintsShe explained that she was concerned about the gaps between the bumper and the quarter panels on both sides, and that there was a buckle on the right side quarter panel that she believed was from the previous collision which we repaired in July 2014.After this call, we inspected the vehicle to determine the cause of the buckle and the cause of the bumper alignment issueAt this time we noticed that the rear bumper absorber, which we had replaced with a new part, was crackedWe contacted the customer and explained that based on our review, this vehicle had been in a new rear end collision since the time of our repair in July It is only at this time, after being confronted with this information, that the customer informed us that, yes, this vehicle had been in a second accident, and that the repairs were performed by a third partyThis omission of information is, by itself, suspect.The customer requested our help in resolving her problemsWe told her we would be happy to help resolve the situation, and asked for the insurance information on her second, most recent, claim so we could contact the insurance company and determine the best way to resolve the issue.We contacted *** (the insurance company responsible for the repairs of her most recent collision), explained the situation, and asked for their guidance as to how they would prefer to handle this complaint*** told us to not touch the vehicle and to inform the customer to bring her vehicle back to the body shop that most recently repaired her vehicle immediately.After this conversation we informed the customer, that based on our review, the damage that she is concerned about now, after a year of no issues with our repairs, was more likely than not due to an either an incorrect repair or missed damage on her most recent accident and that *** requested that we not touch the vehicle in any way.At this time, the customer expressed concerns that the original repair from Newtown may not have correctly aligned the frame of the vehicleWe explained that indeed the repairs had been completed correctly, that had the frame not been aligned the vehicle would never have been able to have been correctly assembledA bent frame would have caused obvious problems with parts incorrectly fitting and would have prevented the vehicle's trunk from properly opening and closing, problems that would have been incredibly obvious and caused her to never accept the vehicle at the time of our original repairIf the frame is now bent, that damage was certainly sustained after our original repair of July 2014.The fact that she had no issues with the original repair we performed until a year after the repair and only after a second collision, along with the customer's deliberate attempt to hide the fact the vehicle had been in a second collision makes it incredibly likely that the damage the customer is concerned about now is new damage that was either missed unintentionally or not repaired properly by the latest repairer, or perhaps even a new accident that has not been reported, indeed, we are not alone in this determination*** has asked us to specifically not touch the vehicle and direct the customer back to her latest repairer to address her concernsWe believe her complaint is best handled by her discussing this issue with *** as *** is responsible for returning her vehicle to pre-accident condition.Respectfully,John FManager

[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 of the following claims made by Mr. F** of
New Town Auto body Inc.: 
1) New Town Auto body Inc.
claimed that they replaced the bumper absorber in 2015. However, the absorber
work was done by [redacted] Collision & Glass. [redacted] Collision & Glass (07/201)5
in which [redacted] examined the vehicle, requested a free estimate from [redacted]'s
Adjuster ([redacted] ###-###-####), and determined that the work which should
have been completed in 2014 was never completed. Upon these findings, I
contacted Mr. F** who explained to me that he completed the work. However, when
I offered to send the estimate from the adjuster and photos, I was told that
the evidence wouldn't make a difference. Throughout the course of this
complaint, New Town Auto body Inc. refused to contact me for two weeks. In
fact, I contacted him several times so that this matter could be resolved.
2) In retrieving my car
from New Town Auto body Inc., in 2014, the car was examined by [redacted]
of Laurel, Maryland to determine that everything was adequately complete. There
was no time in the retrieving of my car from [redacted] of Laurel,
Maryland, that a mechanic offered to place the car on a lift to allow me to
inspect the under carriage frame work to my car. These allegations from Mr. Fox
are inaccurate. What occurred in the retrieving of my vehicle from [redacted]
of Laurel, Maryland was an exchange of keys, paperwork concerning the job done
and a letter notifying me that the materials had a lifetime warranty from New
Town Auto body Inc. Again, there was no opportunity for me to examine my car on
a lift to determine whether the work was complete or not.
3) Additionally, the
reason why the time lapse in bringing the car back to New Town Auto body Inc.
was due to the fact that I am attending college and couldn't find the time to
bring it back to address the issues, when they initially began to happen in
March 2015. Besides the buckling of the bumper that began to occur in March
20215, results of a partially completed welding job of the frame, this produced
out of the ordinary wear and tear on tires having to buy new tires or tires
frequently becoming flat because of the bent frame and alignment issues.
Today, my car still has
a bent frame and New Town Auto body Inc. that still refuses to satisfy me as
the customer. It seems that Mr. F** is confused about the issues with the frame
of my car, even with proof from a qualified Adjuster and pictures. It doesn't
matter how long a customer takes to address issues with a product or service by
a company when the product has a lifetime guarantee. I never wanted anything concerning
reimbursement from New Town Auto body Inc., only my car to be properly
repaired.
My only goals in
rectifying this situation were to get New Town Auto body Inc. to take ownership
and satisfy me as the customer, even if that means going back over work they
thought they've completed and rectify the situation.
Regards,
[redacted]

July 27, 2015To Whom it May Concern,We first received this customer's vehicle on July 10th, 2014 from [redacted] to repair damage sustained in a rear end collision. Repairs were completed and the vehicle was returned to the dealer for delivery to the customer on August 12th, 2014....

The customer reviewed and paid for the repairs and subsequently accepted delivery of the vehicle at that time. She had no complaints on the quality of the repairs and expressed no issues with her vehicle's function or cosmetic look then, or at any time for the next twelve months.Approximately a year later, July 1th, 2015, we received the same vehicle back from [redacted] with a complaint that the rear bumper was "sagging" and that there was a buckle on the right side quarter panel. We contacted the customer immediately to determine her exact complaints. She explained that she was concerned about the gaps between the bumper and the quarter panels on both sides, and that there was a buckle on the right side quarter panel that she believed was from the previous collision which we repaired in July 2014.
After this call, we inspected the vehicle to determine the cause of the buckle and the cause of the bumper alignment issue. At this time we noticed that the rear bumper absorber, which we had replaced with a new part, was cracked. We contacted the customer and explained that based on our review, this vehicle had been in a new rear end collision since the time of our repair in July 2014. It is only at this time, after being confronted with this information, that the customer informed us that, yes, this vehicle had been in a second accident, and that the repairs were performed by a third party. This omission of information is, by itself, suspect.
The customer requested our help in resolving her problems. We told her we would be happy to help resolve the situation, and asked for the insurance information on her second, most recent, claim so we could contact the insurance company and determine the best way to resolve the issue.
We contacted [redacted] (the insurance company responsible for the repairs of her most recent collision), explained the situation, and asked for their guidance as to how they would prefer to handle this complaint. [redacted] told us to not touch the vehicle and to inform the customer to bring her vehicle back to the body shop that most recently repaired her vehicle immediately.After this conversation we informed the customer, that based on our review, the damage that she is concerned about now, after a year of no issues with our repairs, was more likely than not due to an either an incorrect repair or missed damage on her most recent accident and that [redacted] requested that we not touch the vehicle in any way.
At this time, the customer expressed concerns that the original repair from Newtown may not have correctly aligned the frame of the vehicle. We explained that indeed the repairs had been completed correctly, that had the frame not been aligned the vehicle would never have been able to have been correctly assembled. A bent frame would have caused obvious problems with parts incorrectly fitting and would have prevented the vehicle's trunk from properly opening and closing, problems that would have been incredibly obvious and caused her to never accept the vehicle at the time of our original repair. If the frame is now bent, that damage was certainly sustained after our original repair of July 2014.
The fact that she had no issues with the original repair we performed until a year after the repair and only after a second collision, along with the customer's deliberate attempt to hide the fact the vehicle had been in a second collision makes it incredibly likely that the damage the customer is concerned about now is new damage that was either missed unintentionally or not repaired properly by the latest repairer, or perhaps even a new accident that has not been reported, indeed, we are not alone in this determination. [redacted] has asked us to specifically not touch the vehicle and direct the customer back to her latest repairer to address her concerns. We believe her complaint is best handled by her discussing this issue with [redacted] as [redacted] is responsible for returning her vehicle to pre-accident condition.
Respectfully,John F
Manager

[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 of the following claims made by Mr. F** of
New Town Auto body Inc.: 
1) New Town Auto body Inc.
claimed that they replaced the bumper absorber in 2015. However, the absorber
work was done by [redacted] Collision & Glass. [redacted] Collision & Glass (07/201)5
in which [redacted] examined the vehicle, requested a free estimate from [redacted]'s
Adjuster ([redacted] ###-###-####), and determined that the work which should
have been completed in 2014 was never completed. Upon these findings, I
contacted Mr. F** who explained to me that he completed the work. However, when
I offered to send the estimate from the adjuster and photos, I was told that
the evidence wouldn't make a difference. Throughout the course of this
complaint, New Town Auto body Inc. refused to contact me for two weeks. In
fact, I contacted him several times so that this matter could be resolved.
2) In retrieving my car
from New Town Auto body Inc., in 2014, the car was examined by [redacted]
of Laurel, Maryland to determine that everything was adequately complete. There
was no time in the retrieving of my car from [redacted] of Laurel,
Maryland, that a mechanic offered to place the car on a lift to allow me to
inspect the under carriage frame work to my car. These allegations from Mr. Fox
are inaccurate. What occurred in the retrieving of my vehicle from [redacted]
of Laurel, Maryland was an exchange of keys, paperwork concerning the job done
and a letter notifying me that the materials had a lifetime warranty from New
Town Auto body Inc. Again, there was no opportunity for me to examine my car on
a lift to determine whether the work was complete or not.
3) Additionally, the
reason why the time lapse in bringing the car back to New Town Auto body Inc.
was due to the fact that I am attending college and couldn't find the time to
bring it back to address the issues, when they initially began to happen in
March 2015. Besides the buckling of the bumper that began to occur in March
20215, results of a partially completed welding job of the frame, this produced
out of the ordinary wear and tear on tires having to buy new tires or tires
frequently becoming flat because of the bent frame and alignment issues.
Today, my car still has
a bent frame and New Town Auto body Inc. that still refuses to satisfy me as
the customer. It seems that Mr. F** is confused about the issues with the frame
of my car, even with proof from a qualified Adjuster and pictures. It doesn't
matter how long a customer takes to address issues with a product or service by
a company when the product has a lifetime guarantee. I never wanted anything concerning
reimbursement from New Town Auto body Inc., only my car to be properly
repaired.
My only goals in
rectifying this situation were to get New Town Auto body Inc. to take ownership
and satisfy me as the customer, even if that means going back over work they
thought they've completed and rectify the situation.
Regards,
[redacted]