Recarnation

Prior to the purchase of this vehicle by Mr& Mrs [redacted] , ReCARnation had a full wreck damage inspection by [redacted] As a part of this inspection, over photographs of the exterior and undercarriage of the vehicle were taken The first photo attached shows what the car looked like at the time of sale.It is obvious from a cursory inspection of the vehicle that the front bumper was curbed on a parking structure and then ripped backwards, which ripped off the lower radiator support and the lower bumper grill/air dam The entire bumper did not fall off It is impossible that the grill/air dam and lower radiator support simply fell offWe informed Mrand Mrs [redacted] of that fact when they brought the vehicle in and we showed them the damage The [redacted] 's refused to pay to repair the vehicle that they damaged, and now claim that the bumper (actually the grill/air dam) simply fell off Clear signs of the violence that ripped the air dam off are apparent from the photos.We have tried to work with the [redacted] 's despite the fact that they have not paid the remainder of the down payment, which was due over days ago We would happily repair the front end if they will pay for the damage and continue to work with them on their payment, if they will acknowledge what actually happened to the front end and pay to have it repaired

Complaint: [redacted] I am rejecting this response because: Thier claims of this are falseThere was no damage done to the front of the car on our part, and when we first brought it to the attention, they themselves admitted that there was a part missing that was not there at the time of sale to usThe front grill did fall off due to thier negligence and lack of attention when we first purchased the vehicle, and informed them of thisTherefore it has caused more damage to the vehicleI never refused payment of repairs to the vehicle, and just wanted an intact vehicle like was promised at the time if saleWhen the grill fell off it caused more damage, which my husband and I were trying to keep to a minimum by bringing it to the attention to them, and their negligence of the lack of service has caused the damage when it fell off and was sucked under the car, which is what we tried to avoidThey just couldn't get it together enough to actually make the repair , after months of us asking for a repair to be doneWe are also NOT days late in payments, I have receipts to show this as per my agreement with the Loan departmentI have brought this matter to the attention of Attorney General, and have been informed this is nothing new, they have had multiple complaints about themI want out of the contract with my money back in full, as the damage has literally been done to the car, and to our buisness relationship Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: [redacted] I am rejecting this response because:I love how their story changes with each responseI hope this means I can get my money back on this contract which they cannot keep their endAs you can tell in the photos they themselves provided, in the first photo( before I drove it off the lot) you can clearly tell the damage was already there, as on the one side it is nice and tight to the car, and on the side where the issue was, you can clearly see where there is a gap where it was falling off, there is also damage to it as wellIt is very apparent the issue was there when it was sold to meI had already visited their service center before the point of the first damage had occurred, asking for a repair to the vehicle before more damage was doneAnd yes, it was clearly stated that they had dropped the ball on the first repair, and it should have been taken care of right awayPer David, the general manager at that timeThere were numerous times I brought this to the attention of the dealership as well as the service centerThis company is in no way honest nor reliableI was still waiting on a phone call to tell me the car had been fixed before this date, with no response, as well as the fact that I was renting a car from them while the repair was supposed to be being done, and without even a call, they turned the car off and left me stranded with a handicap person, with no noticeI still have not recieved a call from them to this day, from the time I bought the carI believe they were upset I called them out on their buisness practicesIf I do not receive a resolve to this I guess I'll have to call [redacted] with the [redacted] news to have him further investigate their shady buisness practices Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Unfortunately, our records do not support the claims in this complaint.First, the vehicle was brought in almost a month after the [redacted] 's purchased the vehicle, not within the warranty period? The air dam was loose and the client stopped by the dealership, not the garage? One of our folks at the dealership put it back into place and asked them to make an appointment with the Service Center immediately? Once the vehicle was finally brought into our service shop, the damage shown in the previous photos was already apparent, thus we informed the [redacted] 's that they must pay for the repair, as it happened after the vehicle was sold? At no point did any of our employees say that this was our fault? Again, we have photos showing the status of the vehicle's undercarriage, including a stable and proper lower support for the radiator support? It is impossible that a small air dam falling out would cause the kind of damage shown in the photos.Unfortunately, this is one of the few instances where we cannot accommodate a valued client? Our small company cannot afford to repair major damages to vehicles that are clearly caused by use of the client? We wish the [redacted] 's all the best and hope that they are able to find a better result elsewhere? As a final note, it is untrue that we have had "numerous" complaints to the Attorney General's office? Over the last years, and after servicing and selling thousands of vehicles, we have only had a handful of complaints, all of which have been resolved

Complaint: [redacted] I am rejecting this response because:I love how their story changes with each responseI hope this means I can get my money back on this contract which they cannot keep their endAs you can tell in the photos they themselves provided, in the first photo( before I drove it off the lot) you can clearly tell the damage was already there, as on the one side it is nice and tight to the car, and on the side where the issue was, you can clearly see where there is a gap where it was falling off, there is also damage to it as wellIt is very apparent the issue was there when it was sold to meI had already visited their service center before the point of the first damage had occurred, asking for a repair to the vehicle before more damage was doneAnd yes, it was clearly stated that they had dropped the ball on the first repair, and it should have been taken care of right awayPer David, the general manager at that timeThere were numerous times I brought this to the attention of the dealership as well as the service centerThis company is in no way honest nor reliableI was still waiting on a phone call to tell me the car had been fixed before this date, with no response, as well as the fact that I was renting a car from them while the repair was supposed to be being done, and without even a call, they turned the car off and left me stranded with a handicap person, with no noticeI still have not recieved a call from them to this day, from the time I bought the carI believe they were upset I called them out on their buisness practicesIf I do not receive a resolve to this I guess I'll have to call [redacted] with the [redacted] news to have him further investigate their shady buisness practices.? Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Unfortunately, our records do not support the claims in this complaint.First, the vehicle was brought in almost a month after the ***'s purchased the vehicle, not within the warranty period The air dam was loose and the client stopped by the dealership, not the garage One of our folks at the dealership put it back into place and asked them to make an appointment with the Service Center immediately Once the vehicle was finally brought into our service shop, the damage shown in the previous photos was already apparent, thus we informed the ***'s that they must pay for the repair, as it happened after the vehicle was sold At no point did any of our employees say that this was our fault Again, we have photos showing the status of the vehicle's undercarriage, including a stable and proper lower support for the radiator support It is impossible that a small air dam falling out would cause the kind of damage shown in the photos.Unfortunately, this is one of the few instances where we cannot accommodate a valued client Our small company cannot afford to repair major damages to vehicles that are clearly caused by use of the client We wish the ***'s all the best and hope that they are able to find a better result elsewhere As a final note, it is untrue that we have had "numerous" complaints to the Attorney General's office Over the last years, and after servicing and selling thousands of vehicles, we have only had a handful of complaints, all of which have been resolved

Ms***I am so sorry to hear of the situation with your vehicle, and the inconvenience and expense you have undertaken It is particularly sad because we warranty the work that we do for years and 24,miles and if you had brought the vehicle back to us when you noticed the knocking,
ReCARnation would have made any repairs under warranty and totally free to you We would have also given you a Lovable Loaner to drive to reduce the inconvenienceUnfortunately, the provider you went to charged you a substantial amount of money and improperly claimed that work had not been done.You say in your letter that we charged you $more than the original estimate Our records show that the original estimate was over $1,of work, which you approved That estimate is attached My understanding is that when you came in to pick up the vehicle, you were very concerned about the cost, since you had just purchased the car, and our team gave you a 10% courtesy discount, making your final bill under $1, That final invoice is also attached.You also say that we did not replace your spark plugs as described In fact, we did change the plugs Attached is a picture of the plugs you said were removed from your vehicle They appear to have oil on them, but if you look at the single plug -- which is the ones we installed, you will notice that the part numbers match those on the spark plugs that were replaced Also attached is a copy of the purchase order from NAPA showing our purchase of all the parts for your vehicle We assume that the mechanic from your new provider was confused by the oil I assume that one of the new plugs must have been defective, hence the misfire on one of the cylinders Again, all of this could have been repaired for free under warranty, and I'm sorry we did not get to help you once again.

So sorry that we were not able to agree on this situation It is unfortunate, but there seems to be no way to agree a settlement on this one We wish the ***'s the best, and note that sometimes even great companies and great people disagree

Complaint: ***
I am rejecting this response because:
Thier claims of this are falseThere was no damage done to the front of the car on our part, and when we first brought it to the attention, they themselves admitted that there was a part missing that was not there at the time of sale to usThe front grill did fall off due to thier negligence and lack of attention when we first purchased the vehicle, and informed them of thisTherefore it has caused more damage to the vehicleI never refused payment of repairs to the vehicle, and just wanted an intact vehicle like was promised at the time if saleWhen the grill fell off it caused more damage, which my husband and I were trying to keep to a minimum by bringing it to the attention to them, and their negligence of the lack of service has caused the damage when it fell off and was sucked under the car, which is what we tried to avoidThey just couldn't get it together enough to actually make the repair , after months of us asking for a repair to be doneWe are also NOT days late in payments, I have receipts to show this as per my agreement with the Loan departmentI have brought this matter to the attention of Attorney General, and have been informed this is nothing new, they have had multiple complaints about themI want out of the contract with my money back in full, as the damage has literally been done to the car, and to our buisness relationship.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

We first want to apologize to Ms*** for any confusion regarding the requirement to install a GPS device in her vehicle in order to get a Title Loan Our process is to ensure that clients are informed of this prior to repairs being accomplished Ms*** could have decided
to finance the repairs with a different company instead of using our financing, if she had been concerned about the requirement At the time of making the loan, she did not voice any concerns about the inclusion of the GPS. Ms*** is a valued client of ours and we want to assist her in this matter We will happily help her to change her financing to a different company that will not require a GPS device in her vehicle The inclusion of the GPS is what allows ReCARnation to offer the lowest title loan rates in New Mexico Thus, we can remove the GPS if we find other financing for her.We accept that Ms***'s battery is having issues Please note that the GPS was installed on 5/4/15, and it was not until a month later that Ms*** complained about the battery If the GPS were draining the battery, it would have done so immediately -- within hours However, GPS devices are installed in tens of thousands of vehicles in the United States without draining the batteries We have installed thousands, and have never had an experience where the GPS drained the battery.It is our assumption that Ms*** may need a new battery or alternator, or that there are other devices (such as an after-market stereo, defective switch, etc) that might be draining her battery.We have tried to be in touch with Ms*** by phone and by email, offering to have her bring the car in and assess the power draw of the GPS and decide a good course of action for herHopefully, she will be in touch and we can help her resolve the issue immediately to her satisfaction.If Ms*** can call me on ***, we will help her figure out what is going on with her vehicle.Marc P***, PresidentReCARnation

Unfortunately, our records do not support the claims in this complaint.First, the vehicle was brought in almost a month after the ***'s purchased the vehicle, not within the warranty period? The air dam was loose and the client stopped by the dealership, not the garage? One of our folks at the dealership put it back into place and asked them to make an appointment with the Service Center immediately? Once the vehicle was finally brought into our service shop, the damage shown in the previous photos was already apparent, thus we informed the ***'s that they must pay for the repair, as it happened after the vehicle was sold? At no point did any of our employees say that this was our fault? Again, we have photos showing the status of the vehicle's undercarriage, including a stable and proper lower support for the radiator support? It is impossible that a small air dam falling out would cause the kind of damage shown in the photos.Unfortunately, this is one of the few instances where we cannot accommodate a valued client? Our small company cannot afford to repair major damages to vehicles that are clearly caused by use of the client? We wish the ***'s all the best and hope that they are able to find a better result elsewhere? As a final note, it is untrue that we have had "numerous" complaints to the Attorney General's office? Over the last years, and after servicing and selling thousands of vehicles, we have only had a handful of complaints, all of which have been resolved

Complaint: ***
I am rejecting this response because:I love how their story changes with each responseI hope this means I can get my money back on this contract which they cannot keep their endAs you can tell in the photos they themselves provided, in the first photo( before I drove it off the lot) you can clearly tell the damage was already there, as on the one side it is nice and tight to the car, and on the side where the issue was, you can clearly see where there is a gap where it was falling off, there is also damage to it as wellIt is very apparent the issue was there when it was sold to meI had already visited their service center before the point of the first damage had occurred, asking for a repair to the vehicle before more damage was doneAnd yes, it was clearly stated that they had dropped the ball on the first repair, and it should have been taken care of right awayPer David, the general manager at that timeThere were numerous times I brought this to the attention of the dealership as well as the service centerThis company is in no way honest nor reliableI was still waiting on a phone call to tell me the car had been fixed before this date, with no response, as well as the fact that I was renting a car from them while the repair was supposed to be being done, and without even a call, they turned the car off and left me stranded with a handicap person, with no noticeI still have not recieved a call from them to this day, from the time I bought the carI believe they were upset I called them out on their buisness practicesIf I do not receive a resolve to this I guess I'll have to call *** *** with the *** ** news to have him further investigate their shady buisness practices.?
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

So sorry that we were not able to agree on this situation? It is unfortunate, but there seems to be no way to agree a settlement on this one? We wish the ***'s the best, and note that sometimes even great companies and great people disagree?

Prior to the purchase of this vehicle by Mr& Mrs***, ReCARnation had a full wreck damage inspection by *** *** ***? As a part of this inspection, over photographs of the exterior and undercarriage of the vehicle were taken? The first photo attached shows
what the car looked like at the time of sale.It is obvious from a cursory inspection of the vehicle that the front bumper was curbed on a parking structure and then ripped backwards, which ripped off the lower radiator support and the lower bumper grill/air dam? The entire bumper did not fall off? It is impossible that the grill/air dam and lower radiator support simply fell offWe informed Mrand Mrs*** of that fact when they brought the vehicle in and we showed them the damage? The ***'s refused to pay to repair the vehicle that they damaged, and now claim that the bumper (actually the grill/air dam) simply fell off? Clear signs of the violence that ripped the air dam off are apparent from the photos.We have tried to work with the ***'s despite the fact that they have not paid the remainder of the down payment, which was due over days ago? We would happily repair the front end if they will pay for the damage and continue to work with them on their payment, if they will acknowledge what actually happened to the front end and pay to have it repaired? ?

Complaint: [redacted]
I am rejecting this response because:I love how their story changes with each response. I hope this means I can get my money back on this contract which they cannot keep their end. As you can tell in the photos they themselves provided, in the first photo( before I drove it off the lot) you can clearly tell the damage was already there, as on the one side it is nice and tight to the car, and on the side where the issue was, you can clearly see where there is a gap where it was falling off, there is also damage to it as well. It is very apparent the issue was there when it was sold to me. I had already visited their service center before the point of the first damage had occurred, asking for a repair to the vehicle before more damage was done. And yes, it was clearly stated that they had dropped the ball on the first repair, and it should have been taken care of right away. Per David, the general manager at that time. There were numerous times I brought this to the attention of the dealership as well as the service center. This company is in no way honest nor reliable. I was still waiting on a phone call to tell me the car had been fixed before this date, with no response, as well as the fact that I was renting a car from them while the repair was supposed to be being done, and without even a call, they turned the car off and left me stranded with a handicap person, with no notice. I still have not recieved a call from them to this day, from the time I bought the car. I believe they were upset I called them out on their buisness practices. If I do not receive a resolve to this I guess I'll have to call [redacted] with the [redacted] news to have him further investigate their shady buisness practices. 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Prior to the purchase of this vehicle by Mr. & Mrs. [redacted], ReCARnation had a full wreck damage inspection by [redacted].  As a part of this inspection, over 45 photographs of the exterior and undercarriage of the vehicle were taken.  The first photo attached shows...

what the car looked like at the time of sale.It is obvious from a cursory inspection of the vehicle that the front bumper was curbed on a parking structure and then ripped backwards, which ripped off the lower radiator support and the lower bumper grill/air dam.  The entire bumper did not fall off.  It is impossible that the grill/air dam and lower radiator support simply fell off. We informed Mr. and Mrs. [redacted] of that fact when they brought the vehicle in and we showed them the damage.  The [redacted]'s refused to pay to repair the vehicle that they damaged, and now claim that the bumper (actually the grill/air dam) simply fell off.   Clear signs of the violence that ripped the air dam off are apparent from the photos.We have tried to work with the [redacted]'s despite the fact that they have not paid the remainder of the down payment, which was due over 45 days ago.  We would happily repair the front end if they will pay for the damage and continue to work with them on their payment, if they will acknowledge what actually happened to the front end and pay to have it repaired.

Complaint: [redacted]
I am rejecting this response because:
Thier claims of this are false. There was no damage done to the front of the car on our part, and when we first brought it to the attention, they themselves admitted that there was a part missing that was not there at the time of sale to us. The front grill did fall off due to thier negligence and lack of attention when we first purchased the vehicle, and informed them of this. Therefore it has caused more damage to the vehicle. I never refused payment of repairs to the vehicle, and just wanted an intact vehicle like was promised at the time if sale. When the grill fell off it caused more damage, which my husband and I were trying to keep to a minimum by bringing it to the attention to them, and their negligence of the lack of service has caused the damage when it fell off and was sucked under the car, which is what we tried to avoid. They just couldn't get it together enough to actually make the repair , after 3 months of us asking for a repair to be done. We are also NOT 45 days late in payments, I have receipts to show this as per my agreement with the Loan department. I have brought this matter to the attention of Attorney General, and have been informed this is nothing new, they have had multiple complaints about them. I want out of the contract with my money back in full, as the damage has literally been done to the car, and to our buisness relationship. 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Ms. [redacted]I am so sorry to hear of the situation with your vehicle, and the inconvenience and expense you have undertaken.  It is particularly sad because we warranty the work that we do for 2 years and 24,000 miles and if you had brought the vehicle back to us when you noticed the knocking,...

ReCARnation would have made any repairs under warranty and totally free to you.  We would have also given you a Lovable Loaner to drive to reduce the inconvenience. Unfortunately, the provider you went to charged you a substantial amount of money and improperly claimed that work had not been done.You say in your letter that we charged you $200 more than the original estimate.  Our records show that the original estimate was over $1,000 of work, which you approved.  That estimate is attached.  My understanding is that when you came in to pick up the vehicle, you were very concerned about the cost, since you had just purchased the car, and our team gave you a 10% courtesy discount, making your final bill under $1,000.00.  That final invoice is also attached.You also say that we did not replace your spark plugs as described.  In fact, we did change the plugs.  Attached is a picture of the 4 plugs you said were removed from your vehicle.  They appear to have oil on them, but if you look at the single plug -- which is the ones we installed, you will notice that the part numbers match those on the spark plugs that were replaced.  Also attached is a copy of the purchase order from NAPA showing our purchase of all the parts for your vehicle.  We assume that the mechanic from your new provider was confused by the oil.  I assume that one of the new plugs must have been defective, hence the misfire on one of the cylinders.  Again, all of this could have been repaired for free under warranty, and I'm sorry we did not get to help you once again.