Panini Panini

[redacted] you brought Jeep Cherokee with your USAA insurance estimate to Finsanto Automotive in November 07, 2016, and signed the authorization form to start the Paint & Body repairs based on the USAA Insurance estimateAs you are aware you signed Finsanto Automotive's "Authorization to Repair" & "Dispute Resolution and Binding Arbitration" & "Notice Pursuant to Property code $form when you dropped off your vehicle on November 07, which makes you responsible to pay for all repairs, and you are the acting agent acting on behalf of the person who is obligated to pay for the repairsUSAA Insurance Company mailed a check for $check# [redacted] to Finsanto Automotive with your approval from your Insurance company stating it was ok to send it and deposit in our account to start and pay for your Jeep Cherokee repairsUSAA Insurance Company did state that you are on the policy and you are one of the registered owners of the Jeep Cherokee with Texas Department of Motor Vehicles.As for the supplements, I sent several emails to USAA for a supplement request for the additional parts your vehicle needed, but did not receive any response until 02/14/USAA Claims specifically state "All Supplements Must be Pre-Approved before performing any additional parts or labor repairs.." Finsanto installed a hood weather strip, luggage rack bolt cover, and a label so you could picked up your Jeep on 01-17-which has not been paid forWhen you picked up your vehicle on 01-17-you looked over your Jeep and you were satisfied with the repairs and signed the Repair Order # [redacted] accepting the finished workI did mention the additional parts that are needed, but we were still waiting on a supplement approval from USAA Claims which was approved on 02-19-Now, as for the rental car charges I called Enterprise Rent-A-Car, and they stated that USAA Insurance covered the complete rental bill agreement# [redacted] Please call or contact me if you have any further concerns or questionsThank You

This customer made appointment on March 2, 04:pm which we were very busy that day and afternoonThe Mr [redacted] did ask one of our Service Advisor how long is it going to take after minutes had gone byWe did explain to him that it has been very busy, and we did use the example of the doctors office which sometimes there is a wait involve depending on how busy it isThe service writer was having a conversation with the customer about his vehicle and the service he was requestingService Writer advised to the customer that the manufacture suggested using a specific kind of oilThe customer started to argue with the service advisor and started to use foul language and being very disrespectful to the service writer in the lobby with other customers waiting patiently for their vehiclesThe service advisor explain to customer if you are going to talk like that then please leaveThe customer stated that he would like his money return for the purchase of the coupon cardThe service writer did explain that he had purchased the coupon card thru a 3rd party advertising company and to call that number or email for a refundWe did explain to customer that the oil change coupons do not cover every vehicle for that exact price that might have a price difference for the oil that is recommendedFinsanto Automotive have been using this advertising program for many year and this is the first customer had has made a issue about the program we are offering to our customersI called customer and left a message to see if I can help him in anyway to make him happy and keep him as a customerI am waiting for a return call from customerWe did advised on how to receive a refund by calling or email contact information on the back side of the couponFinsanto Automotive wants no further contact with this customer do to the foul language and aggressive behavior towards the staff or employeesThank You

Complaint: [redacted] I am rejecting this response because: I called "***" backI returned his phone callHe said that he was with customers and he was too busy to talk w/ meHe asked if he could call me back in 10-mins and I told him that would be fine because I would like to talk with someone other than the service rep who argued with me on my visit dateHe said he would call back but he never didThat was over a week agoI simply want my $backI would be more than happy to never step foot in that den of thieves again, if only my $that was swindled from me was returnedI did as instructed and emailed (there is no phone number available) that number to request a refund and there was no response givenThat was about weeks agoIf the manager stands by her products, she should issue a refund for the $spent on this coupon bookWhile the coupon book may not cover all cars (which was not explained to me at purchase), it was sold to me by the representative who came to my house and pointed at both cars in my driveway and stated that I could use those coupons for both cars in my drivewayThey are advertising and also lying about calling me back [redacted]

Complaint: [redacted] I am rejecting this response because: I feel I was not explained what this form was actually about when I allegedly signed it I also have requested a copy of this form but was told that your system did not show I signed a form and that I would have to physically go to your office to obtain a copy Furthermore, this form would have needed to have been signed by [redacted] *** I do not have authority to sign on his behalf An unreasonable amount of time has passed and the vehicle is missing additional parts that were lost under the care, custody and control of your shop Further, not all the damages for which you were paid have been completed Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I called "***" backI returned his phone callHe said that he was with customers and he was too busy to talk w/ meHe asked if he could call me back in 10-mins and I told him that would be fine because I would like to talk with someone other than the service rep who argued with me on my visit dateHe said he would call back but he never didThat was over a week agoI simply want my $backI would be more than happy to never step foot in that den of thieves again, if only my $that was swindled from me was returnedI did as instructed and emailed (there is no phone number available) that number to request a refund and there was no response givenThat was about weeks agoIf the manager stands by her products, she should issue a refund for the $spent on this coupon bookWhile the coupon book may not cover all cars (which was not explained to me at purchase), it was sold to me by the representative who came to my house and pointed at both cars in my driveway and stated that I could use those coupons for both cars in my drivewayThey are advertising and also lying about calling me back [redacted]

To whom this may concern: This customer made appointment on March 2, 04:pm which we were very busy that day and afternoonThe Mr*** did ask one of our Service Advisor how long is it going to take after minutes had gone byWe did explain to him that it has been very busy, and
we did use the example of the doctors office which sometimes there is a wait involve depending on how busy it isThe service writer was having a conversation with the customer about his vehicle and the service he was requestingService Writer advised to the customer that the manufacture suggested using a specific kind of oilThe customer started to argue with the service advisor and started to use foul language and being very disrespectful to the service writer in the lobby with other customers waiting patiently for their vehiclesThe service advisor explain to customer if you are going to talk like that then please leaveThe customer stated that he would like his money return for the purchase of the coupon cardThe service writer did explain that he had purchased the coupon card thru a 3rd party advertising company and to call that number or email for a refundWe did explain to customer that the oil change coupons do not cover every vehicle for that exact price that might have a price difference for the oil that is recommendedFinsanto Automotive have been using this advertising program for many year and this is the first customer had has made a issue about the program we are offering to our customersI called customer and left a message to see if I can help him in anyway to make him happy and keep him as a customerI am waiting for a return call from customer

Complaint: ***
I am rejecting this response because: I dropped the vehicle off to get repairs on November 7. USAA sent a payment written to Finsanto as well as *** * *** (Insured) for $7,on November 11. The check was cashed on November without any signatures. I picked my vehicle up on January 17, 2017. There are repairs still not complete. There are also missing parts on my vehicle. You made no attempt to contact USAA or Enterprise to ensure payments were made or that the additional supplements would be completed contrary to what you are claiming. Also, you are submitting a supplement for the parts that your shop is negligent in losing. I want all the moneys returned.
Regards,
*** ***

Ms. [redacted] I am very sorry and Finsanto Automotive apologizes that your vehicle took so long to be repaired.. As I had explained before we as like other shop in the area are very busy and overwhelmed with the hail damaged claims. As for the supplement request to...

USAA Claims department I have sent several emails regarding the additional parts and labor needed to complete your repair. USAA finally did respond back on 02/14/2017 stating they did get the supplement emails but they have been extremely  busy and was sorry about the delay reference #[redacted].. They would respond as soon as they can. As for supplements Finsanto Automotive can not approve or proceed with any additional repairs unless USAA pre-approves it by email. USAA finally did approve the additional repairs on 02/15/2017 by email. As for a refund on the repairs I do not agree with. The repairs were completed and we were waiting for a supplement I sent several times to USAA which I did not get a response until 02/14/2017. As for the rental bill I have sent USAA requesting extension coverage for rental several times included with the supplement for additional parts and labor. I am still waiting for a response from USAA on that particular issue. If you would like to contact me at your convenience I would be more that happy to complete those repairs needed..As for the worn battery, I am very sorry that your battery had to be replaced after your repairs were completed. When your vehicle was in the process of being repaired the battery terminal was taken off so it would not drain the battery. A battery life is about 3 to 5 years and even shorter in cold weather if battery is worn. The technician charged the battery several times during the repair process and I guess our battery just did not hold. I tried to give you the best price on the battery do to the circumstances. Again, I am truly sorry your vehicle took so long to be repair and for any inconvenience this may have caused you.. Thank You, [redacted]

This customer made appointment on March 2, 2016 04:30 pm which we were very busy that day and afternoon.. The Mr. [redacted] did ask one of our Service Advisor how long is it going to take after 30 minutes had gone by.. We did explain to him that it has been very busy, and we did use the example of the doctors office which sometimes there is a wait involve depending on how busy it is... The service writer was having a conversation with the customer about his vehicle and the service he was requesting. Service Writer advised to the customer that the manufacture suggested using a specific kind of oil. The customer started to argue with the service advisor and started to use foul language and being very disrespectful to the service writer in the lobby with other customers waiting patiently for their vehicles. The service advisor explain to customer if you are going to talk like that then please leave. The customer stated that he would like his money return for the purchase of the coupon card. The service writer did explain that he had purchased the coupon card thru a 3rd party advertising company and to call that number or email for a refund.. We did explain to customer that the oil change coupons do not cover every vehicle for that exact price that might have a price difference for the oil that is recommended. Finsanto Automotive have been using this advertising program for many year and this is the first customer had has made a issue about the program we are offering to our customers. I called customer and left a message to see if I can help him in anyway to make him happy and keep him as a customer... I am waiting for a return call from customer... We did advised on how to receive a refund by calling or email contact information on the back side of the coupon.. Finsanto Automotive wants no further contact with this customer do to the foul language and aggressive behavior towards the staff or employees.. Thank You..

Turned in Toyota Matrix for engine leak and check engine light. Finsanto recommended engine replacement.
Complaint: Finsanto ordered a replacement engine from a damaged car without informing me that the engine was from a car that was totaled. I discovered that it was from a damaged Toyota Matrix after it was ordered. Representative guaranteed that the engine was in good condition and personally inspected. Before work began, I personally searched for and located an undamaged engine from Japan that was $200 cheaper and came with a 2 year warranty. The engine from Finsanto had a 3 DAY warranty. Was informed by Finsanto that I had to pay for the engine they ordered and it could not be returned. As a consolation, Finsanto offered to repair body work on sun roof for free. After agreeing to the deal and the engine was installed, Finsanto failed to repair the body work and said it would require more work that previously considered and the repair would not be free. Additionally, the check engine light returned after the new engine was installed. I returned my car 3 days later and Finsanto cleared the check engine light and said it was nothing. Check engine light came back after 2 days. Returned again within the same week. Finsanto said the gas cap was bad and they would replace it for free. 3 days later, the check engine light returned. Finsanto said that they did not know why the check engine light was on and needed to inspect my car. They concluded 3 days later that it was the gas cap and told me to purchase a new one from an auto store and it would fix the problem. I purchased the gas cap a few days later and returned the car. Finsanto again cleared the check engine light and the check engine light returned 2-3 days later again. I returned it again and Finsanto informed me that there was a bad sensor. They said they would replace it for free and did. But the check engine light returned. After returning the car, Finsanto said they must have put in a bad sensor and replaced it with another. After 3 replacements and nearly 4 months later, I followed up with another mechanic. They ran the codes and inspected the engine and determined that the engine that was installed was damaged and had a leak and needed to be replaced. I returned to Finasnto with this information and Finsanto verified it and said I would have to pay for a new replacement. When I quoted there guarantee they said that there was no record of me having returned my car in after the work was done. I was astounded as the gentleman who said this (Mr. D[redacted]) was fully aware that I had come in within 3 days of the repair and multiple times since. I questioned him on this and he said that he knew, but that since Mr. Santanostaso never made a record of the visits, I was unable to prove that I came in. I sought to reason with Mr. D[redacted] since he was fully aware that I returned my vehicle well within the warrantied time frame and multiuple times since and he said he would have to confer with the owners who lived in Venezuala. Later that week, he said the owners would not stand by their warranty because there was no record of my return. I told Mr. D[redacted] that he was fully aware of my return and that it was wrong what he was doing and should stand by the warranty. His exact words were "I work for Finsanto and have to act in their best interests." I ended up having to scrap the car and sell it for spare parts after nearly 1 year of protests. My mistake was not demanding a receipt everytime I returned my car after the repair. I trusted that they were honest and would stand by their work. They were not. I spent over $5000 in repairs at Finsanto only to have to scrap the vehicle in the end. They are a terrible company and their management team is wholly dishonest. I was misled and wrong to trust them. It was a grave mistake I will never make again.

Complaint: [redacted]
I am rejecting this response because: I missed a phone call from "[redacted]" on Friday who said he wanted to talk to me about a complaint that was filed. I returned the call within five minutes and was able to speak with [redacted], who told me that he was with several customers and that he would call me back in 5-10 minutes. He never returned my call to date. There was "foul" language that was used was because their manager was lying to my face about what type of oil could be used in my vehicle. I called the dealership's maintenance department (GUNN HONDA) where I purchased the car, and they confirmed that I was correct that 5w-20 could be used in my car (for what the coupon was for) without voiding the warranty. The "foul" language, also went both ways. The supervisor was telling me to get the "F" out and never to pull the "BS" with my issues in front of his customers ever again. The people who identified themselves as supervisors at Finsanto refused to take the coupons that were sold to me by their 3rd party advertiser. I was told there in the shop that they could issue a refund but after emailing their 3rd party advertiser over 6 weeks ago, still have not been issued a refund. I can hardly believe that I'm the first person they've swindled or have heard complaints from. In terms of time and my appointment, they were somewhat accurate. I had a 4:30 appointment to which I showed up at 4:15. After filling out the paperwork, handing my keys over, and showing them the coupon, it was 4:25. I sat there while my car sat untouched in the parking lot until 5pm, at which time I didn't ask about the time, but they informed me that an oil change was going to be an additional $50 to my coupon.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I called "[redacted]" back. I returned his phone call. He said that he was with customers and he was too busy to talk w/ me. He asked if he could call me back in 10-15 mins and I told him that would be fine because I would like to talk with someone other than the service rep who argued with me on my visit date. He said he would call back but he never did. That was over a week ago. I simply want my $40 back. I would be more than happy to never step foot in that den of thieves again, if only my $40 that was swindled from me was returned. I did as instructed and emailed (there is no phone number available) that number to request a refund and there was no response given. That was about 6 weeks ago. If the manager stands by her products, she should issue a refund for the $40 spent on this coupon book. While the coupon book may not cover all cars (which was not explained to me at purchase), it was sold to me by the representative who came to my house and pointed at both cars in my driveway and stated that I could use those coupons for both cars in my driveway. They are false advertising and also lying about calling me back.
[redacted]
[redacted]

[redacted] you brought 2014 Jeep Cherokee with your USAA insurance estimate to Finsanto Automotive in November 07, 2016, and signed the authorization form to start the Paint & Body repairs based on the USAA Insurance estimate. As you are aware you signed Finsanto Automotive's "Authorization to Repair" & "Dispute Resolution and Binding Arbitration" & "Notice Pursuant to Property code $70.001 form when you dropped off your vehicle on November 07, 2016 which makes you responsible to pay for all repairs, and you are the acting agent acting on behalf of the person who is obligated to pay for the repairs. USAA Insurance Company mailed a check for $7456.99 check# [redacted] to Finsanto Automotive with your approval from your Insurance company stating it was ok to send it and deposit in our account to start and pay for your 2014 Jeep Cherokee repairs. USAA Insurance Company did state that you are on the policy and you are one of the registered owners of the 2014 Jeep Cherokee with Texas Department of Motor Vehicles.As for the supplements, I sent several emails to USAA for a supplement request for the additional parts your vehicle needed, but did not receive any response until 02/14/2017. USAA Claims specifically state "All Supplements Must be Pre-Approved before performing any additional parts or labor repairs.." Finsanto installed a hood weather strip, luggage rack bolt cover, and a label so you could picked up your Jeep on 01-17-2017 which has not been paid for. When you picked up your vehicle on 01-17-2017 you looked over your Jeep and you were satisfied with the repairs and signed the Repair Order #[redacted] accepting the finished work. I did mention the additional parts that are needed, but we were still waiting on a supplement approval from USAA Claims which was approved on 02-19-2017. Now, as for the rental car charges I called Enterprise Rent-A-Car, and they stated that USAA Insurance covered the complete rental bill agreement# [redacted]. Please call or contact me if you have any further concerns or questions. Thank You.

Complaint: [redacted]
I am rejecting this response because:  I feel I was not explained what this form was actually about when I allegedly signed it.  I also have requested a copy of this form but was told that your system did not show I signed a form and that I would have to physically go to your office to obtain a copy.  Furthermore, this form would have needed to have been signed by [redacted].  I do not have authority to sign on his behalf.  An unreasonable amount of time has passed and the vehicle is missing additional parts that were lost under the care, custody and control of your shop.  Further, not all the damages for which you were paid have been completed. 
Regards,
[redacted]