Unsatisfactory repair of my brand new vehicle severely damaged in a collision by using non authorized rusted out damaged non functioning used parts.
I purchased a 2014 Honda CivicVIN number 2HGFB2F5XEHXXXXXX on February 12 2015. It was manufactured on August 2014. My vehicle was damaged in an accident on June 28. Allstate insurance company estimated the damages to be under 10,000. I was assured the replacement parts would be all new Honda parts and my vehicle would be returned to its brand new state. The estimate I was given by Allstate had all new parts being used. Bypass auto body in Springfield was a good hands certified shop. I live 2 1/2 hours away and have never been to Springfield. I know nothing about this shop nor do I know anyone that does. Because of the distance away and the fact that the shop is only open Monday - Friday the exact hours that I work I am unable to personally visit the shop. I was contacted by bypass telling me my vehicle parts had been ordered and the reassembly process would begin as soon as those parts arrived. I was not notified that the new parts had all been exchanged for rusted out non functioning, non Honda replacement parts. The estimate I had contained all new parts so until I went to pick up the car I had no idea that the new parts had all been deleted from the estimate and replaced. During the repair process the shop made no attempt to contact me with any information They only spoke directly with my Allstate insurance company, specifically an adjuster named Jeff Cowell. I made contact with the shop and was told my car would be ready in a few days. I was to be contacted when it was ready for pick up. I tried to contact Allstate to see if an inspection was to be performed as I was told it would be but got no response. I was concerned about the airbags. Three airbags deployed during the accident and my entire rear suspension had been either ripped off or damaged. When I went to pick up the car I was brought to tears as the entire rear door of my brand new car was covered in scratches, grease and dirt. The weatherstripping was dry rotted and missing in sections. The trim pieces were deeply rutted. It looked like the door had been thrown across a muddy gravel parking lot ripped up covered in grease and then put on my car. I was speechless as worry filled me. If that was what I could see of the repairs looked like what was underneath where I couldn't see. I went in to the shop where I was asked what was wrong. I said new parts obviously we're not used, my new car is not new anymore. I was told that they had no problems the repair went well. As I continued to express my concerns I was interrupted and told that the car doesn't matter. I could always buy another one. I was dumbfounded and did not know what action I could take so I brought the car home to have it better inspected.
My gas tank and neck were left unattached properly and were missing bolts to secure it in place. When I attempted to put gas in it the entire unit moved Dan dropped. I was immediately concerned for my children's safety riding in the back near an unsafe gas tank. My outlet did not work. My entire interior of my car was covered in dirty handprints and smeared grease. The traction button did not work. I contacted Allstate to see what could be done. The adjuster came back to site problems and it was sent back to bypass for additional repairs. It was returned a second time worse than before. I immediately took it to have a detailed inspection and told the adjuster it did not pass inspection. I obtained opinions from local repair shops that the repair was done incorrectly with rusted out parts that needed to be replaced. I am missing multiple bolts leaving parts free floating, my breaks and reverse lights do not work, drivers seat installed incorrectly with stripped out bolts and rusted out spray painted track, non retracting seat belts, unibody was incorrectly straightened causing all exterior parts to be bent and modified and do not line up. Rear assembly entirely needs replaced, trunk does not close properly, latch damaged.
I believe the repair shop should take over the vehicle reimbursing me from the time they took first possession of the vehicle. At that time I owed $19,000. I had a brand new vehicle with brand new parts that were safe Honda certified parts that allowed my family to be tarnsported with an award winning safety assurance. By using rusted out non functioning parts that the car was modified to attach or leave free floating due to missing bolts, stripped bolts, and misalignment of underlying parts my car has been left unsafe and unrepairable. I had a brand new car I had only made two payments on before the collision. My car was not returned to its brand new state. The estimate of repairs was altered deleting the new Honda replacement parts solely by the shop without prior notification or authorization by myself. I believe the shop committed fraud. My estimate containing all new replacement parts was completely modified and deleted without my knowledge until I picked up the car and was given the modified estimate upon payment for the vehicle repairs.
I want the shop to pay off the damaged non safe vehicle from the time they took possession of it in July 2015 for a total of $19,000 so that I can purchase a different vehicle. A vehicle that is safe for myself and my children to be in and complies with all of the high safety standards that Honda has implemented on its award winning vehicles.
I purchased this vehicle specifically to protect myself and children in the event of an accident. It did. But now with the used non functioning parts and the missing bolts and the modifications the cars main function of safety relies on each part correctly identifying and reacting with the parts around it to absorb the impact is no longer a safety feature on this modified car, it actually renders the vehicle unsafe by Honda repair standards.
In one phone call I asked the shop owner if he would allow his daughter and granddaughter in this vehicle with the way he has repaired it and I was met with dead silence. That speaks volumes to me about the known lack of safety where this vehicle is concerned. Honda advocates for the use of all new Honda replacement parts and a video describing this commitment can be found on honda's website.
I'm just asking for the award winning safety assurance I had before the accident by obtaining a different new vehicle I can once again confidently transport my family. I have not allowed any of my four children in the vehicle since the accident. I have went out of my way arranging for alternate transportation to ensure their safety since my vehicle is no longer safe.
We have completed the repairs to this car per allstate guidlines.******* ****** took the car from our shop after we tried to correct some problems and was still not satisfied,so she took it to a shop in her hometown and we have been in contact with that shop sbout working with them to correct any problems she has so she doesnt have to bring it back to us.Mrs.****** is now refusing to do that,she does want us to buy her out of the vehicle but i cannot for the price she wants,we have went out of our way to correct any issues she has but she will not agree to fix them, she has stated some of the components did not work and that is false evrything does work she did not know how to use them, and for the car being safe that is a lie,the shop of her choice in danville had told me he had did a quick inspection of the car and had seen no problems.She has also staed that the facotry warranty is no longer in affect,that is incorrect also,the factory warranty does not cover the used parts we put on the vehicle but that is when our warranty and allstates warranty comes into play.I would let my daughter drive this car without thinking twice,she is making false statemnets in this letter.We believe we have given her several oppurtunities to resolve her problems and she is refusing the options.
(The consumer indicated he/she DID NOT accept the response from the business.)
Allstate viewed the vehicle after it was repaired. Allstate deemed the vehicle unacceptable and THEY sent the vehicle back to you with additional repairs. You charged them for the additional repairs and received additional payment for those repairs. If there was nothing wrong with the vehicle why did you ask for and receive additional payments. You sent the vehicle back to my place of employment stating you would make no further repairs. You called me a liar just like you did in this report even though the Allstate adjuster spent 2 hours going over my vehicle and recorded and verified my complaints both in writing and pictures. When the car was returned The second time I immediately took it to the dealership where I purchased it from for an inspection. I assumed you would call me a liar again so I had a third party with nothing to gain or lose do the inspection. It was sent through their used car inspection and did not pass. The vehicle was not repaired according to Honda repair standards. Used rusted out parts were spray painted to look new and placed on my vehicle or covered with covers or simply did not function at all. The car again was deemed completely Unacceptable. I have proof of everything I have done. You and your staff have been extremely uncooperative, rude and belittling. I shouldn't have to just buy another car like I was told by your staff if mine was repaired correctly.
If you are so insistent that you have done nothing wrong. Then provide proof of purchase for every replacement part you put on my vehicle. All of the shops I got repair estimates from said they provide that service to their customers so that should be easy for you to provide.
Final Business Response
Yuo did receive a copy of our final estimate,it has a break down of everything ,including all parts that were used to repair your car.::