Complaint Review: Earl Scheib

here are emails :

11-18-2006
My name is Rev.Terry C and I appear to have a grave problem that I must share with you in the hope that you will be able to quickly resolve this situation.

Timeline of events:

I am the owner of a 1998 Lincoln Navigator that needed to be painted due to deteriorated condition of the clear coat, as it had begun to appear as very distinctive series of cracked raised blisters, very evident on the front hood and basically could be seen with the naked eye throughout.

I proceeded to get written estimates for repair from a number of shops, of which your Vallejo shop was one.
There I met a young man who identified himself as the regional Manager assigned to this shop to help get it in order, his name being Gilberto Cortez.

He appeared to be a very knowledgeable employee and after surveying my SuV, he stated that the paint was deteriorated to the point that in order to correct the paint's condition it would be necessary to strip the paint to the bare metal and start from the bottom up with a fresh paint job.

After discussing the possible choices, we agreed upon a modified version of your the Pro3 plan that would include additional elements consisting of additional prep time, sanding to the bare metal, and a final clear coat.

I asked for a written estimate of which he said ?don't worry I'll remember you', [we both drive Navigators] at this time he wrote out the total price of $655.86 on a company card that he signed and handed to me.

I thanked him. I explained that I would be prepared to drop off the SuV that following Monday because he said that it would be in the shop 2 - 3 days.

I went to the shop that following Monday only to find that he would be at the S.F... office for a couple of days, I showed the card to a person identifying himself as the shop manager and said that he would prefer that I deal with Gilbert. I said no problem and would call back on Wednesday.

I did and he was still at the S.F. shop, that I should come in on Monday, he would defining be there. I took that morning off from work to be able to drop of the SuV then.

When I got there I was told that Gilbert was still in S.F., that he would be there tomorrow...I came in after work the next day and was told that Gilbert was still in S.F. and that they didn't know when he would return.

I asked for his number in S.F....I was given the wrong E.S. Shop number. The manager there gave me the Number to the other shop where Gilbert was. I made contact him by phone and Identified myself and he recognized who he was talking to...I explained that the shop manager in Vallejo was uncomfortable dealing with me because he was the one that had helped before.

He told me that he wasn't sure when he would return to the Vallejo shop, that he would take care of me, that the price made was no problem and that it was okay to drop off the SuV at his S.F. shop...he said that the body man there was really better than the one at the Vallejo shop, and that when he finished with it...I would be even more pleased coming there.

I said Great, but that would be a problem that I was not prepared to leave my SuV there and that I would need to set up a ride to and from his shop in S.F... He said that I could drop it off any Saturday before 12 noon and that it would only take 2 or 3 days to finish the job. I said thanks that was great.

Of course I called to check that he would be there before I came to drop it off this time. I finally was able to drop of the SuV on Saturday the 11th of this month.

I met With Gilbert He rechecked the vehicle and said that we should go inside., there he preceded to explain to me that he wouldn't be able to give me the deal he wrote down because things were different in S.F.. ...that he had written my quote by hand and that their billing system was now computerized and he could not override the prices shown there.

After discussing the situation in detail He suggested that he could give me a better deal on the pro3 by giving me a free final clear coat and special attention to detail, he also said that there would be a extra $300 - $400 in sanding and striping that he could not do anything about because of the computer and that I would be very pleased, that I could bring the SuV in at any time for touch ups, that he would personally take care of me.

After some deliberation I said okay. I was sick and tried of running back and forth...I reasoned that it would be worth it in the end. At this point he began completing and printed out the Invoice for me to see. This invoice provided the actual cost including the taxes; it was at this time I inquired about the down payment.

I was told that in order for me to get this great deal that I had to pay in Full up front. I advised him that I had never heard of should a thing...paying in full before the job was done. I explained that he would have possession of my vehicle and that should be enough.

He told me that this was not an unreasonable request stating that it was new company policy to do this for all. He proceeded to show my other invoice that appeared to have been paid for. He said that business was good and other people and companies didn't mind the change.

I asked him how many people carry that much cash around and he said many people do. I delayed for a moment as I felt that I was being taken advantage of, but in the end I gave Him $1100.00 in cash, the total at this point was $1086.53. He said that he would finalize the contract and would need to retrieve the change from the floor safe.

He opened the safe but didn't have the correct change and said that he would get it....something happened and when he returned I asked if he would arrange a ride for me to the Bart station. It was at this time that he said that he could drop me off personally...but that he would use my vehicular...I told him that my insurance wouldn't cover him. He told me to relax, that he ran body shop and if anything happened during this short trip. .that he would take care of it.

So I let him...I drove to the downtown point and turned the SuV over to him to drive back to the shop. During our brief ride he told me that it was going to take a little longer to get the job done...that by the following Saturday I could pick it up. I agreed, after this I began my journey on mass transient to Vallejo.

This Saturday November 18th I arrived at the S.F. shop a 10am, I discovered my Navigator in the paint shop with masking tape all over it. I went inside the office and spoke to Gilbert about when it would be ready...He said it is...I told him that It didn't look that way to me.

He looked at it and advised me to go have some food or something that it would be about 11:30 before it would be ready.

I left had breakfast, walked around downtown and dropped the car that I was driving at the PacBell parking lot...I was planning for my son to give me a ride back there to pick up the car later that day after I drove the navigator home and parked it in the garage. Where it sits now.

When I returned to the shop to pick up the SuV...it still wasn't ready...so I started to check out the vehicle a little closer...It was a t this point that I discovered that the mirrors had not been painted and the front bumper had what appeared to be a couple of scuff marks.

I when to get Gilbert to show him what I had discovered. His explanation was this...The mirrors weren't painted because the paint he uses does not adhere well, in fact they don't do mirrors unless there was a special request and any way that would have been extra for me.

He looked at the front bumper and said that those weren't scuff marks, that they were already there...that they were scratches and that they didn't do anything to both bumpers but paint them.

I told him that I had a problem with these things. I told him that it appears that they just sprayed over scratches and that anyone could see that...I reminded his that I spent over $1000.00 on this paint job

. His response was to show me my contract pointing out that in fact I had only spent $369.95 on it. That the rest was metal work and didn't cover the plastic.

I asked about what happened to the sanding that they were supposed to do. He said that where was nothing that he could do because the contract was closed and he couldn't reopen it.

I told him that I didn't like what I was hearing from him and that I'm starting to believe that he made it all up. I asked him why he was so resistive now...He said he wasn't that this is the way the company works...

At this point it looked like things were getting a little heated with our conversation I told him that I didn't feel comfortable in taking back my SuV in this condition. I told Him I couldn't even park it in my driveway for fear that the neighbors would laugh that I spent over a $1000.00 and that it appears half done.

He said don't worry you have a warranty for 6 years and can come back and I'll take care of you...I said I see how it works now. I said since there was so much messed up that I didn't trust him about the contract and would like to purchase the protec plan for $24.00.

He said I couldn't because the contact was written and the file was closed and that he could do nothing...nothing at all.

After reading the pamphlet I discovered that the proplan must be purchased at the time the car is painted. He advised me that the contract was closed and he couldn't override the computer. I told him that I had not picked up the my SuV, that it was still in his possession, that anyone could see the problems and that I wasn't going to leave with it unless he wrote up the plan.

BECAUSE clearly with those painted over scratches the standard warranty wouldn't cover those things and that I demanded the protec plan which would.

He said no...I said call your supervisor...he did call someone. He said that was a manager for one of your other shops. The conversation ended with him being told that he could write it by hand. That it would be alright...Gilbert refused to do so stating that he didn't want to get into trouble.

I again told him that I would not take possession of my SuV without the protec plan....he said I could call the regional manager on Monday ...It was at this point that I asked to speak to the regional manager right then, whom he called ...he attempted to explain things away during their conversation.. I asked to speak to him directly and did explain some of what I am stating here to you.

He agreed to have Gilbert write out the protec plan, of which he did with some delay and malice. He tried to charge me $49 for it...he said that's with taxes and that's what the computer says... I explained to him the plan is $24 and that I thought that taxes in S.F were 7%.

He quickly withdrew that amount and refigured the total to be $26.04. I paid $27 he gave my the contact and said he needed change ...He opened the floor safe and discovered that he didn't have that correct change and sent the body man to the corner to get it.

I waited for his return with the change and the keys to the SuV, it was at this time I reminded him that I didn't get my change back from the last time...He flatly called me a liar saying that i got it last week. The truth is during our conversation during the ride to the Bart I forgot to get it from him...I let it slide thinking at the time he could use that money for lunch on me.

After he implied that I was lying our conversation ended...I got the change and keys from the body man and left for home. After I got home upon further inspection of my SuV...I discovered that the paint was already coming off the front bumper.

It looks to me like the same paint used to painted the metal body parts was the same...Gilbert has not used paint that would properly adhere to the bumper or possibly a very thin coat of paint was used...It appears that very time I drive it The slightest bit of debris may cause extensive chipping. .after all during this 20 minute freeway trip from S.F. to Vallejo the front bumper is already chipped.

But the most damaging thing is that Gilbert and his crew appears not to have stripped the old paint. They merely lightly hand sanded and painted over...The cracks in the paint are very visible to the naked eye. I do believe what happened to me is criminal...I see why some are sue happy.



My complaints are many...
? Picked up SuV is has not been detailed...
? Made to pay fully in advance
? Original quoted price was much lower
? Picked up SuV and the paint was not fully cured
? Kept my SuV for seven days
? Didn't paint mirrors
? No bumper or tire condition done
? What happened to the ten step process during this paint job?
? Overcharged
? Metal labor extra sanding $400.00
? All other parts - paint removal - $100.00
? Charged for primers $140.00

I shall expect a phone call to resolve these issues... I can go the Vallejo shop. But will not return the S.F. shop.

Any questions please call...707 235 0064

Because He Lives

Rev. Terry S. C



Update:

For work at Vallejo shop on the week of 11-25-06

Upon further examination and not careful inspection I have discovered what appears to be clear and distinct vandalism:

? Over spray covers much of the body including the windows, brake lights, the running board lights are completely covered.

? Apparently most of the exterior chrome has been sanded or scuffed up and damaged. This includes the front grill [d], the rear back up light area [d], the side moldings.

? The front grill appears to have been sanded upon and struck by something. You may compare the condition of the door handles that are not scratched to the other chrome that has been.

? The left mirror has been torn away even more than it was before; it now has been now scratched with a sharp object.

? The housing of the mirror inside appears to have been attempted to be pulled or pried by someone.

? As you open the drivers door it becomes clear that the door frame, and inner support column has received extensive damage.

? There are very noticeable groves and pock marks that have been scratched or pushed into metal.

? You will also see a visible coating of what appears to me as dust on the body and within the windshield fender well that has been sprayed over with something to lock the dust in it.

? Looking above the door we can see holes are now in the rubber molding.

? Looking at the drivers inner door we find that the wood grain covering the door switches is now scratched up and other wood grain parts have had this done to them also. Also these have something like glue or paint on them.

I personally installed a complete kit of new wood grain veneer a couple of months ago to enhance the interior for my wife.

Not parts all have sustained this type of damage. You will be able to compare those that are damaged to those that or not.

? The same has occurred to the original wood grain of the center console has been scratched also.
?
? The leather of the steering wheel is damaged and now has a piece missing.

? The molding above the driver's running board and the left rear wheel molding has the same type of abrasive vandalism that is widespread throughout the vehicle.

? The interior has been so dusty that one would think that all the windows had been let down while they sanded the rear remains so... The fact is that the interior is air tight and this kind of thing doesn't happen by chance.

And although the SUV has supposedly been repainted by the Vallejo shop, it is very clear that very little has been done to clean it and that someone went out of their way to damage it.

? The rear cargo rubber molding is now torn, I tried to glue it back but my wife stopped me and said that it should be shown as it is.

? Body work performed on left front door molding piece is apparent and may not hold up. As is the work around the wheel moldings.

? The entire paint job is full of what appears to me as orange peel and appears not to have been sanded.

? Does not appear to have the clear coat as promised and is full of particles of dust of dirt.


? A spot of glue or paint and a black mark had found it's way to the right side of the leather steering wheel ?.now the leather of the steering wheel is damaged and has a piece missing now.

? Roof rack was partially attached. And has been fully attached now.

Terry c



Rev. Terry S. C

Hello my name is Terry C and I have contacted you before in hopes of resolution about the poor paint job and damage to my SuV.

It has since been [repainted.??. I'm not so sure] by your shop in Vallejo.

After the SUV was rinsed off many problems became apparent.

? In this case it is quite apparent that there is much debris imbedded in the paint. Also it is quite clear to the untrained eye, that this paint job suffers from many other imperfections as well, of which I will only address a couple at this time.

? The current paint job is full of eggshell or fish eyes. The texture of the paint very bumpy and unattractive. Very much like it was in the first place.

? There is also much, much wavy like areas of the paint job that are very distinct and noticeable; as is the destruction to the chrome moldings. Simply walking up to it or by it, these details show quite readily.

I have never in my life been subjected this type of wholesale vandalism and poor workmanship.

It is so bad that when I went to get the SUV appraised to sell, these and other problems were made aware to me.

In fact Mr. Joe Khayat asked me who did the job, before I could answer he showed me a Mercedes convertible that he had recently had painted at The Same E.S. Vallejo shop as I did. I told him that I paid over $1000.00 for it.

His clear and direct answer was that He indicated to me that the cost of his paint job was only $300.00 and that my money had been taken.

.he further said that I should take the SUV back to those that did the paint and demand that they repaint it or get a refund.

He also said the job was so bad that it devalued the SUV at by a $1000.00. He said it would have been better to have not repainted it.

He asked if it had ever been in an accident. I told him no...It had been repainted due to a bad clear coat.

In this instance rather than this SUV being appraised for resell at approx. $11,000.00.

He said we should be ready to accept much less [as low as $9000.00 and hope that the person that buys it will not ask lower] because of the workmanship of the paint and the very apparent destruction to the chrome moldings...

..You can see clearly that these areas have been purposely a braised with sandpaper or some such thing. I finally told him that the same shop that did his did this job to mine. I didn't tell him that this was a repaint.

I again would like for you to address these concerns. My wife and I are not ready to take a lost like this.

Will try again to let your company resolve this before we proceed to the next level.

The SUV is usually parked at home in our garage. And can be seen with an appointment. I don't think I'll drive much in this condition.

The owner/manger of Quality Auto Outlet here in Vallejo will attest to the condition of my SUV.

His Name is Joe Khayat.

The telephone # is 707 552 0320.

I look forward to a timely resolution to these matters.

In Peace I leave you.

Terry C
707 2350064






12-26-06?

Good Day,

My name is Terry C and I have previously contacted your corporate office for resolution of poor workmanship and other issues surrounding the painting of our 1998 Lincoln Navigator.

In fact we have been communicating with in hours of taking repossession of it.

Our Navigator has since been inspected and re-inspected by two of your dispatched District Managers, of which I will briefly address.

The first one told me that the obvious steel wool scratches throughout the exterior was age related and that the clear impact marks on the rear chrome reverse light housing was part of the original design.

I was also told that the torn weather strip around the rear hatch door could not have been caused by His employees, because they had no reason to go on the inside.

Well I suppose a Genie magically blew in the approximately 1cm of body work dust that continues
to cloak the entire interior.

This is of course after it supposedly had been repainted and detailed at the Vallejo shop.

We need to question the truthfulness of these employees.

I say this because, although the current paint job is suppose to be a repaint,

? How can the mirrors be peeling already?

? Why is there debris embedded in the paint still?

? Why are there swirl marks throughout the entire body?

? Why is it that you cannot get a Flat reflection off any part of this 2nd. Paint job?

? Why has the moon roof been pushed up away from its track so that it no longer seals correctly?

This was revealed to us after we were able to remove the excessive paint sealing the moon
roof to the body.

? We must ask ourselves at which shop were the rear defroster electrical leads were removed and replaced back in upside down? Trying to set these things back right is impossible. I believe that they have been glued in.

There remain many unanswered questions to these and more.

After meeting the other manager and his response was to order used chrome trim, a detailing that is to include a final cleaning of the interior and buffing out the entire paint job in a useless attempt to restore the supposedly fresh 2nd. paint job to factory specs.

We can no longer in good conscious set back and entertain the thought of a compromise to these problems.

Taking into account the breath and scope of these horrid acts of destruction to our SUV; we must begin to question why your appointed reps have apparently minimized our account by not taking any photographs.

Our position in this area is firm and unshakable in that compromises will not be tolerated.

We must demand the complete restoration to our SUV without further delay or tricks.

We believe that time is of the essence.

It is my firm belief that Gilbert is the responsible party and must be held accordingly.

On behalf of my wife I make this formal complaint. His actions and those that may have worked in concert with him, are a very bad reflection on the New Earl Scheib and that which it represents.

The fact that the SUV is owned by my wife does not remove the fact that these events have impacted all of our family and those friends and neighbors we have shared this experience with.

I'm a retired 51 year old with over 30 years experience working with others to overcome their problems.

As a Licensed Psychiatric Technician and a Peace Officer working for the State of California and with over 30 years of ministry with the First Church of God....I have never seen such a thing as what has befallen us.

My wife is an active Registered Nurse working at the California Prison in Vacaville earning a 6 figure income.

In our formal professional capacities it is still somewhat staggering to have seen these events unfold.

Let me further state this to you...over the course of the last 32 years I have had a number of cars painted by your shops in Stockton, Modesto and Sacramento.

These cars have included the 1969 Plymouth Road Runner painted Kelly Green when I was 20 years old, a 1975 Cadillac Eldorado, a 1974 240z, a 1985 280zx and an 1989 Aerostar van; we have always had good service and workmanship until now.

In each and every case with the exception the S.F. and Vallejo shops, we have been very, very pleased with the results. We have personally recommended your services without hesitation to many, including members of our Congregation.

In this case something has gone very very wrong.

Let me share with you that I have loved my wife dearly over the 32 years of Marriage that we share.

We have given each other gifts as you have probably done for your loved ones. My gift of the SUV to her was not without planning.

On July 30th of this year I engaged an auto brokerage in Sacramento to purchase this SUV.

They presented to me a Black 1998 Lincoln Navigator that had just been released from it's corporate lease...Great timing as we were to become only the second owners of the beautiful totally equipped dream machine.

It has every option you can name, was well maintained by the corporate owners and had an Interior that showed little signs of wear.

The only interior problem was a worn area on the driver's door arm rest and an exterior paint job that had begun to blister in the record heat wave us experienced just a short time before this day.

It is a fact the brokers [ a Husband and Wife team ] had just returned from a weekend with it at the lake.

They detailed to me their personal experience with it and handed me the car fax report, the owner's manual, the original purchase docs, and the keys.

We signed the dmv paperwork and I paid cash for it. The next step was to treat the SUV to a new paint job and pick out the 22' tire and rim set I wanted to complete the gift with.

As I arrived home it didn't take long for our neighbors, family and close friends to be in awn of this very beautiful and powerful machine.

Over the course of the next 90 days it has been carefully maintained and driven approximately 3000 wonderful miles. I feel tempted to say that it was much like
driving and riding in a little piece of Heaven. This SUV has been a solid good deal and blessing until now I must say.

It was this Saturday that my son and I began a detailed visual inspection of it with a fine tooth comb and magnifying glass.

And since none of your reps. had bothered to take photographs, we used his digital camera to do so.

I have attached these to this email that you might be able to see the scope of damage that I have been relaying to your headquarters.

It was during this final detailed inspection that any other things became visible . It was at this time that:

? Numerous cuts and braised areas though out the interior became much more apparent,

? We found complete areas of door trim had been removed and the tray belonging in the rear center console. It had also suffered a deep cut.

? Numerous other items had been removed or pried loose like the housing of the passenger airbag compartment { is it missing now }?

? We also discovered in the proper light one could see the outline on the front seats and center consol of what appears to be areas where some type of chemical, solvent or possibly clear spray paint has been applied to them; resulting in those areas of leather becoming hard, dry and possible brittle to the touch.

? Update to that statement: Not over the front seats and consol but also the 2 rear captain seats and area appear to be coated also.

How sad this revelation was.

The use of an ultra violet light may shed more light on this matter.

In closing I feel a full investigation is warranted as well as us filling formal complaints against Gilbert and those that have conspired with him to damage our property and vandalize it.

We assume that we may hear from this office and possibility your corporate Security Officer in the morrow.

We will comply with what ever may be deemed appropriate. before we may need to take the next step for resolution on a legal level, we will await your response, as we have no desire to get the police or our Insurance company involved until we may need to.

As I close this email, I must restate again that we are only interested in the full and complete restoration to our Navigator, nothing more nothing less.

Good Day

Terry C
707 235 0064 cell/work
707 5521286 home

707 642 7714 Frank Epstein our attorney at law





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Date: Tue, 2 Jan 2007 00:24:26 -0800 (PST)
From: "Terry C"
Subject: follow up
To: "Earl Scheib"
CC: margo
for your information

Good Day Everyone,

My name is Terry C and I have been in contact with your office for some time now about resolution of poor workmanship and damage to our SUV.

As we embrace the New Year, it is with deep concern that I address this email to bring light to our latest findings.

Now having had sometime and opportunity to drive it for an extended time, the following things were noticeablely different about the handling and ride.

The first thing that is apparent when starting now, is the air leveling compressor? sounding much louder.

When starting the engine it has now begun to idle very rough and is notably louder.

Upon returning home I checked to see if any of the spark plug wires were loose or if I could hear any unusual vacuum line noises, but this was to no avail.

I question now if the engine may have been red lined at some time.

As I went to inspect the oil level, I found that the oil cap had been tightened on so hard that it required me to use a towel in an attempt to remove it.

In due time I was successful at opening it. I find this to be unusual in that, I should have been the last person to add oil or any fluids.

I am very aware that I hand tightened the oil cap without excessive effort and this brings me to the conclusion that the vital fluids which include the engine oil and the transmission oil, may be contaminated.

I wonder if the louder sounds I hear coming from the engine may be accounted to this. It does now sound somewhat like a diesel engine.

It appears to be notably slower during merging onto the freeway and seems to have lost much of its swiftness that is characteristic of its 300hp Engine.

The quality of the ride is much different now also. There is now a constant shaking and a vibration throughout the drive train at highway speeds.

The right rear end area now dips with the slightest movement. I first thought that it might have been a deflated tire, but that's not what I found.

I found that the right rear quarter panel area acts like the air suspension is not working or that the shock absorber is not working right. I believe that evidence of tampering will be found here also.

We are just beginning to realize the gravity of the damage this vehicle has sustained. From the head to the tail, both inside and out and possibly internal engine and transmission damage also. How sad this is.

When checking the tire for air pressure and the rims to make sure all the weights were in place, we found evidence of damage there also.

What on the surface appears to be grit or dirt on the alloy wheels is revealed to be deep scratches that have marred them.

I could not tell for sure, but it looks like possibly one or more of the wheel counter weights may have been forcefully removed.

This has resulted in what looks like dirty areas but in fact is damage. I have uploaded pictures of this.

I believe that everything that we have detailed here and in past emails can be verified by certified auto professionals.

Since in fact, the SUV has had its suspension compromised it now has become a safety issue.

If the vital fluids are contaminated then the SUV should not be driven any further until this has been checked out.

If in fact the SUV was damaged by your employee or employees, it should be treated like a true crime scene.

We have been advised not to drive or start it again until this is resolved. We believe that would be the prudent thing to do.

I have never been the one to throw the first punch, throw the first stone or point the finger at anyone.

But in retrospect and in this instance, the chain of custody for our SUV went directly from me to Gilbert when I handed him its keys. He never once said it was out of his sight.

Even if he did say that, how will he explain the damage to the interior?

Being in his possession for a full 7 days, has afforded Gilbert and others, to have ample time to administer the wholesale destruction of our vehicle.

In other words it has become very clear that he had the means and opportunity to do all the things I have outlined. I do not believe that he has acted alone in this matter.

We've asked ourselves why in the past and I believe that the answer was and forever will be wrapped up as simple as this?

The motivation is clearly one of envy, jealousy and possibly racism. This is the definition of a hate crime. Certainly one might wonder if our civil rights have been violated also.

In times past your company representatives have asked what it is that we wanted.

Our response has been consistently for a desire for full and complete restoration of our SUV, to nothing less than the way it was when I handed the keys over to Gilbert.

We had considered a compromise as is evidenced with our attempt early to work with you and your company.

It is quite apparent to all of us, that because of the scope and breath of vandalism the SUV has undergone, it may well be cost prohibited to expect such an outcome.

We have no choice now but to soundly ask for not restoration, but rather a replacement or reimbursement based on its current market value, being demonstrated by something like the Kelly Blue Book.

It also our desire that Gilbert and the others that have handled our SUV are administered poly graphs as soon as possible.

I understand that these things are standard procedures now. I'm not sure what kind of investigation could last over a month and not reveal the truth.

We have since our last email to you, turned our findings over to our insurance company in hopes that a truly professional investigation might be performed.

In closing I pray that Gilbert and those involved will not be able to hide behind the corporate veil for much longer.

We must never ever call Evil Good and Good Evil, all things done in the dark will be revealed in the light in time.

We patiently await a response from you office.


Because He Lives?I do also,

Terry C
----------

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Date: Fri, 5 Jan 2007 11:35:29 -0800 (PST)
From: "Terry C"
Subject: follow-up
To: earl
Hello my name is terry c.

I have been in contact with your office for some time now in the hopes a timely resolution to the matters outline before.

I have received an email stating that an investigation is being conducted.
As yet no investigator has connected me for a formal statement.

I'm not sure what the delay is but I am requesting now that I speak personally to the investigation that is assigned to this case. Also I have not been told what the cast number is.

Our insurance company has opened a claim.

They have also sent to us a report to fill out and notified us the auto body repair consumer bill of rights.

We will be filing our complaint directly to the Ca. Dept. of Consumer Affairs Bureau of Automotive Repair.

Of course this does not relieve your company of its responsibility.

Please respond to this e-mail without delay.

I am looking forward to speaking with your investigator and a quick resolution.

I have attached two files for your review.

Terry C
__________________________________________________
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11-18-2006
My name is Rev.Terry C and I appear to have a grave problem that I must share with you in the hope that you will be able to quickly resolve this situation.

Timeline of events:

I am the owner of a 1998 Lincoln Navigator that needed to be painted due to deteriorated condition of the clear coat, as it had begun to appear as very distinctive series of cracked raised blisters, very evident on the front hood and basically could be seen with the naked eye throughout.

I proceeded to get written estimates for repair from a number of shops, of which your Vallejo shop was one.
There I met a young man who identified himself as the regional Manager assigned to this shop to help get it in order, his name being Gilberto Cortez.

He appeared to be a very knowledgeable employee and after surveying my SuV, he stated that the paint was deteriorated to the point that in order to correct the paint's condition it would be necessary to strip the paint to the bare metal and start from the bottom up with a fresh paint job.

After discussing the possible choices, we agreed upon a modified version of your the Pro3 plan that would include additional elements consisting of additional prep time, sanding to the bare metal, and a final clear coat.

I asked for a written estimate of which he said ?don't worry I'll remember you', [we both drive Navigators] at this time he wrote out the total price of $655.86 on a company card that he signed and handed to me.

I thanked him. I explained that I would be prepared to drop off the SuV that following Monday because he said that it would be in the shop 2 - 3 days.

I went to the shop that following Monday only to find that he would be at the S.F... office for a couple of days, I showed the card to a person identifying himself as the shop manager and said that he would prefer that I deal with Gilbert. I said no problem and would call back on Wednesday.

I did and he was still at the S.F. shop, that I should come in on Monday, he would defining be there. I took that morning off from work to be able to drop of the SuV then.

When I got there I was told that Gilbert was still in S.F., that he would be there tomorrow...I came in after work the next day and was told that Gilbert was still in S.F. and that they didn't know when he would return.

I asked for his number in S.F....I was given the wrong E.S. Shop number. The manager there gave me the Number to the other shop where Gilbert was. I made contact him by phone and Identified myself and he recognized who he was talking to...I explained that the shop manager in Vallejo was uncomfortable dealing with me because he was the one that had helped before.

He told me that he wasn't sure when he would return to the Vallejo shop, that he would take care of me, that the price made was no problem and that it was okay to drop off the SuV at his S.F. shop...he said that the body man there was really better than the one at the Vallejo shop, and that when he finished with it...I would be even more pleased coming there.

I said Great, but that would be a problem that I was not prepared to leave my SuV there and that I would need to set up a ride to and from his shop in S.F... He said that I could drop it off any Saturday before 12 noon and that it would only take 2 or 3 days to finish the job. I said thanks that was great.

Of course I called to check that he would be there before I came to drop it off this time. I finally was able to drop of the SuV on Saturday the 11th of this month.

I met With Gilbert He rechecked the vehicle and said that we should go inside., there he preceded to explain to me that he wouldn't be able to give me the deal he wrote down because things were different in S.F.. ...that he had written my quote by hand and that their billing system was now computerized and he could not override the prices shown there.

After discussing the situation in detail He suggested that he could give me a better deal on the pro3 by giving me a free final clear coat and special attention to detail, he also said that there would be a extra $300 - $400 in sanding and striping that he could not do anything about because of the computer and that I would be very pleased, that I could bring the SuV in at any time for touch ups, that he would personally take care of me.

After some deliberation I said okay. I was sick and tried of running back and forth...I reasoned that it would be worth it in the end. At this point he began completing and printed out the Invoice for me to see. This invoice provided the actual cost including the taxes; it was at this time I inquired about the down payment.

I was told that in order for me to get this great deal that I had to pay in Full up front. I advised him that I had never heard of should a thing...paying in full before the job was done. I explained that he would have possession of my vehicle and that should be enough.

He told me that this was not an unreasonable request stating that it was new company policy to do this for all. He proceeded to show my other invoice that appeared to have been paid for. He said that business was good and other people and companies didn't mind the change.

I asked him how many people carry that much cash around and he said many people do. I delayed for a moment as I felt that I was being taken advantage of, but in the end I gave Him $1100.00 in cash, the total at this point was $1086.53. He said that he would finalize the contract and would need to retrieve the change from the floor safe.

He opened the safe but didn't have the correct change and said that he would get it....something happened and when he returned I asked if he would arrange a ride for me to the Bart station. It was at this time that he said that he could drop me off personally...but that he would use my vehicular...I told him that my insurance wouldn't cover him. He told me to relax, that he ran body shop and if anything happened during this short trip. .that he would take care of it.

So I let him...I drove to the downtown point and turned the SuV over to him to drive back to the shop. During our brief ride he told me that it was going to take a little longer to get the job done...that by the following Saturday I could pick it up. I agreed, after this I began my journey on mass transient to Vallejo.

This Saturday November 18th I arrived at the S.F. shop a 10am, I discovered my Navigator in the paint shop with masking tape all over it. I went inside the office and spoke to Gilbert about when it would be ready...He said it is...I told him that It didn't look that way to me.

He looked at it and advised me to go have some food or something that it would be about 11:30 before it would be ready.

I left had breakfast, walked around downtown and dropped the car that I was driving at the PacBell parking lot...I was planning for my son to give me a ride back there to pick up the car later that day after I drove the navigator home and parked it in the garage. Where it sits now.

When I returned to the shop to pick up the SuV...it still wasn't ready...so I started to check out the vehicle a little closer...It was a t this point that I discovered that the mirrors had not been painted and the front bumper had what appeared to be a couple of scuff marks.

I when to get Gilbert to show him what I had discovered. His explanation was this...The mirrors weren't painted because the paint he uses does not adhere well, in fact they don't do mirrors unless there was a special request and any way that would have been extra for me.

He looked at the front bumper and said that those weren't scuff marks, that they were already there...that they were scratches and that they didn't do anything to both bumpers but paint them.

I told him that I had a problem with these things. I told him that it appears that they just sprayed over scratches and that anyone could see that...I reminded his that I spent over $1000.00 on this paint job

. His response was to show me my contract pointing out that in fact I had only spent $369.95 on it. That the rest was metal work and didn't cover the plastic.

I asked about what happened to the sanding that they were supposed to do. He said that where was nothing that he could do because the contract was closed and he couldn't reopen it.

I told him that I didn't like what I was hearing from him and that I'm starting to believe that he made it all up. I asked him why he was so resistive now...He said he wasn't that this is the way the company works...

At this point it looked like things were getting a little heated with our conversation I told him that I didn't feel comfortable in taking back my SuV in this condition. I told Him I couldn't even park it in my driveway for fear that the neighbors would laugh that I spent over a $1000.00 and that it appears half done.

He said don't worry you have a warranty for 6 years and can come back and I'll take care of you...I said I see how it works now. I said since there was so much messed up that I didn't trust him about the contract and would like to purchase the protec plan for $24.00.

He said I couldn't because the contact was written and the file was closed and that he could do nothing...nothing at all.

After reading the pamphlet I discovered that the proplan must be purchased at the time the car is painted. He advised me that the contract was closed and he couldn't override the computer. I told him that I had not picked up the my SuV, that it was still in his possession, that anyone could see the problems and that I wasn't going to leave with it unless he wrote up the plan.

BECAUSE clearly with those painted over scratches the standard warranty wouldn't cover those things and that I demanded the protec plan which would.

He said no...I said call your supervisor...he did call someone. He said that was a manager for one of your other shops. The conversation ended with him being told that he could write it by hand. That it would be alright...Gilbert refused to do so stating that he didn't want to get into trouble.

I again told him that I would not take possession of my SuV without the protec plan....he said I could call the regional manager on Monday ...It was at this point that I asked to speak to the regional manager right then, whom he called ...he attempted to explain things away during their conversation.. I asked to speak to him directly and did explain some of what I am stating here to you.

He agreed to have Gilbert write out the protec plan, of which he did with some delay and malice. He tried to charge me $49 for it...he said that's with taxes and that's what the computer says... I explained to him the plan is $24 and that I thought that taxes in S.F were 7%.

He quickly withdrew that amount and refigured the total to be $26.04. I paid $27 he gave my the contact and said he needed change ...He opened the floor safe and discovered that he didn't have that correct change and sent the body man to the corner to get it.

I waited for his return with the change and the keys to the SuV, it was at this time I reminded him that I didn't get my change back from the last time...He flatly called me a liar saying that i got it last week. The truth is during our conversation during the ride to the Bart I forgot to get it from him...I let it slide thinking at the time he could use that money for lunch on me.

After he implied that I was lying our conversation ended...I got the change and keys from the body man and left for home. After I got home upon further inspection of my SuV...I discovered that the paint was already coming off the front bumper.

It looks to me like the same paint used to painted the metal body parts was the same...Gilbert has not used paint that would properly adhere to the bumper or possibly a very thin coat of paint was used...It appears that very time I drive it The slightest bit of debris may cause extensive chipping. .after all during this 20 minute freeway trip from S.F. to Vallejo the front bumper is already chipped.

But the most damaging thing is that Gilbert and his crew appears not to have stripped the old paint. They merely lightly hand sanded and painted over...The cracks in the paint are very visible to the naked eye. I do believe what happened to me is criminal...I see why some are sue happy.



My complaints are many...
? Picked up SuV is has not been detailed...
? Made to pay fully in advance
? Original quoted price was much lower
? Picked up SuV and the paint was not fully cured
? Kept my SuV for seven days
? Didn't paint mirrors
? No bumper or tire condition done
? What happened to the ten step process during this paint job?
? Overcharged
? Metal labor extra sanding $400.00
? All other parts - paint removal - $100.00
? Charged for primers $140.00

I shall expect a phone call to resolve these issues... I can go the Vallejo shop. But will not return the S.F. shop.

Any questions please call...707 235 0064

Because He Lives

Rev. Terry S. C



Update:

For work at Vallejo shop on the week of 11-25-06

Upon further examination and not careful inspection I have discovered what appears to be clear and distinct vandalism:

? Over spray covers much of the body including the windows, brake lights, the running board lights are completely covered.

? Apparently most of the exterior chrome has been sanded or scuffed up and damaged. This includes the front grill [d], the rear back up light area [d], the side moldings.

? The front grill appears to have been sanded upon and struck by something. You may compare the condition of the door handles that are not scratched to the other chrome that has been.

? The left mirror has been torn away even more than it was before; it now has been now scratched with a sharp object.

? The housing of the mirror inside appears to have been attempted to be pulled or pried by someone.

? As you open the drivers door it becomes clear that the door frame, and inner support column has received extensive damage.

? There are very noticeable groves and pock marks that have been scratched or pushed into metal.

? You will also see a visible coating of what appears to me as dust on the body and within the windshield fender well that has been sprayed over with something to lock the dust in it.

? Looking above the door we can see holes are now in the rubber molding.

? Looking at the drivers inner door we find that the wood grain covering the door switches is now scratched up and other wood grain parts have had this done to them also. Also these have something like glue or paint on them.

I personally installed a complete kit of new wood grain veneer a couple of months ago to enhance the interior for my wife.

Not parts all have sustained this type of damage. You will be able to compare those that are damaged to those that or not.

? The same has occurred to the original wood grain of the center console has been scratched also.
?
? The leather of the steering wheel is damaged and now has a piece missing.

? The molding above the driver's running board and the left rear wheel molding has the same type of abrasive vandalism that is widespread throughout the vehicle.

? The interior has been so dusty that one would think that all the windows had been let down while they sanded the rear remains so... The fact is that the interior is air tight and this kind of thing doesn't happen by chance.

And although the SUV has supposedly been repainted by the Vallejo shop, it is very clear that very little has been done to clean it and that someone went out of their way to damage it.

? The rear cargo rubber molding is now torn, I tried to glue it back but my wife stopped me and said that it should be shown as it is.

? Body work performed on left front door molding piece is apparent and may not hold up. As is the work around the wheel moldings.

? The entire paint job is full of what appears to me as orange peel and appears not to have been sanded.

? Does not appear to have the clear coat as promised and is full of particles of dust of dirt.


? A spot of glue or paint and a black mark had found it's way to the right side of the leather steering wheel ?.now the leather of the steering wheel is damaged and has a piece missing now.

? Roof rack was partially attached. And has been fully attached now.

Terry c



Rev. Terry S. C

Hello my name is Terry C and I have contacted you before in hopes of resolution about the poor paint job and damage to my SuV.

It has since been [repainted.??. I'm not so sure] by your shop in Vallejo.

After the SUV was rinsed off many problems became apparent.

? In this case it is quite apparent that there is much debris imbedded in the paint. Also it is quite clear to the untrained eye, that this paint job suffers from many other imperfections as well, of which I will only address a couple at this time.

? The current paint job is full of eggshell or fish eyes. The texture of the paint very bumpy and unattractive. Very much like it was in the first place.

? There is also much, much wavy like areas of the paint job that are very distinct and noticeable; as is the destruction to the chrome moldings. Simply walking up to it or by it, these details show quite readily.

I have never in my life been subjected this type of wholesale vandalism and poor workmanship.

It is so bad that when I went to get the SUV appraised to sell, these and other problems were made aware to me.

In fact Mr. Joe Khayat asked me who did the job, before I could answer he showed me a Mercedes convertible that he had recently had painted at The Same E.S. Vallejo shop as I did. I told him that I paid over $1000.00 for it.

His clear and direct answer was that He indicated to me that the cost of his paint job was only $300.00 and that my money had been taken.

.he further said that I should take the SUV back to those that did the paint and demand that they repaint it or get a refund.

He also said the job was so bad that it devalued the SUV at by a $1000.00. He said it would have been better to have not repainted it.

He asked if it had ever been in an accident. I told him no...It had been repainted due to a bad clear coat.

In this instance rather than this SUV being appraised for resell at approx. $11,000.00.

He said we should be ready to accept much less [as low as $9000.00 and hope that the person that buys it will not ask lower] because of the workmanship of the paint and the very apparent destruction to the chrome moldings...

..You can see clearly that these areas have been purposely a braised with sandpaper or some such thing. I finally told him that the same shop that did his did this job to mine. I didn't tell him that this was a repaint.

I again would like for you to address these concerns. My wife and I are not ready to take a lost like this.

Will try again to let your company resolve this before we proceed to the next level.

The SUV is usually parked at home in our garage. And can be seen with an appointment. I don't think I'll drive much in this condition.

The owner/manger of Quality Auto Outlet here in Vallejo will attest to the condition of my SUV.

His Name is Joe Khayat.

The telephone # is 707 552 0320.

I look forward to a timely resolution to these matters.

In Peace I leave you.

Terry C
707 2350064


12-26-06?

Good Day,

My name is Terry C and I have previously contacted your corporate office for resolution of poor workmanship and other issues surrounding the painting of our 1998 Lincoln Navigator.

In fact we have been communicating with in hours of taking repossession of it.

Our Navigator has since been inspected and re-inspected by two of your dispatched District Managers, of which I will briefly address.

The first one told me that the obvious steel wool scratches throughout the exterior was age related and that the clear impact marks on the rear chrome reverse light housing was part of the original design.

I was also told that the torn weather strip around the rear hatch door could not have been caused by His employees, because they had no reason to go on the inside.

Well I suppose a Genie magically blew in the approximately 1cm of body work dust that continues
to cloak the entire interior.

This is of course after it supposedly had been repainted and detailed at the Vallejo shop.

We need to question the truthfulness of these employees.

I say this because, although the current paint job is suppose to be a repaint,

? How can the mirrors be peeling already?

? Why is there debris embedded in the paint still?

? Why are there swirl marks throughout the entire body?

? Why is it that you cannot get a Flat reflection off any part of this 2nd. Paint job?

? Why has the moon roof been pushed up away from its track so that it no longer seals correctly?

This was revealed to us after we were able to remove the excessive paint sealing the moon
roof to the body.

? We must ask ourselves at which shop were the rear defroster electrical leads were removed and replaced back in upside down? Trying to set these things back right is impossible. I believe that they have been glued in.

There remain many unanswered questions to these and more.

After meeting the other manager and his response was to order used chrome trim, a detailing that is to include a final cleaning of the interior and buffing out the entire paint job in a useless attempt to restore the supposedly fresh 2nd. paint job to factory specs.

We can no longer in good conscious set back and entertain the thought of a compromise to these problems.

Taking into account the breath and scope of these horrid acts of destruction to our SUV; we must begin to question why your appointed reps have apparently minimized our account by not taking any photographs.

Our position in this area is firm and unshakable in that compromises will not be tolerated.

We must demand the complete restoration to our SUV without further delay or tricks.

We believe that time is of the essence.

It is my firm belief that Gilbert is the responsible party and must be held accordingly.

On behalf of my wife I make this formal complaint. His actions and those that may have worked in concert with him, are a very bad reflection on the New Earl Scheib and that which it represents.

The fact that the SUV is owned by my wife does not remove the fact that these events have impacted all of our family and those friends and neighbors we have shared this experience with.

I'm a retired 51 year old with over 30 years experience working with others to overcome their problems.

As a Licensed Psychiatric Technician and a Peace Officer working for the State of California and with over 30 years of ministry with the First Church of God....I have never seen such a thing as what has befallen us.

My wife is an active Registered Nurse working at the California Prison in Vacaville earning a 6 figure income.

In our formal professional capacities it is still somewhat staggering to have seen these events unfold.

Let me further state this to you...over the course of the last 32 years I have had a number of cars painted by your shops in Stockton, Modesto and Sacramento.

These cars have included the 1969 Plymouth Road Runner painted Kelly Green when I was 20 years old, a 1975 Cadillac Eldorado, a 1974 240z, a 1985 280zx and an 1989 Aerostar van; we have always had good service and workmanship until now.

In each and every case with the exception the S.F. and Vallejo shops, we have been very, very pleased with the results. We have personally recommended your services without hesitation to many, including members of our Congregation.

In this case something has gone very very wrong.

Let me share with you that I have loved my wife dearly over the 32 years of
Marriage that we share.

We have given each other gifts as you have probably done for your loved ones. My gift of the SUV to her was not without planning.

On July 30th of this year I engaged an auto brokerage in Sacramento to purchase this SUV.

They presented to me a Black 1998 Lincoln Navigator that had just been released from it's corporate lease...Great timing as we were to become only the second owners of the beautiful totally equipped dream machine.

It has every option you can name, was well maintained by the corporate owners and had an
Interior that showed little signs of wear.

The only interior problem was a worn area on the drivers door arm rest and an exterior paint job that had begun to blister in the record heat wave us experienced just a short time before this day.

It is a fact the brokers [ a Husband and Wife team ] had just returned from a weekend with it at the lake.

They detailed to me their personal experience with it and handed me the car fax report, the owners manual, the original purchase docs, and the keys.

We signed the dmv paperwork and I paid cash for it. The next step was to treat the SUV to a new paint job and pick out the 22' tire and rim set I wanted to complete the gift with.

As I arrived home it didn't take long for our neighbors, family and close friends to be in awn of this very beautiful and powerful machine.

Over the course of the next 90 days it has been carefully maintained and driven approximately 3000 wonderful miles. I feel tempted to say that it was much like
driving and riding in a little piece of Heaven. This SUV has been a solid good deal and blessing until now I must say.

It was this Saturday that my son and I began a detailed visual inspection of it with a fine tooth comb and magnifying glass.

And since none of your reps. had bothered to take photographs, we used his digital camera to do so.

I have attached these to this email that you might be able to see the scope of damage that I have been relaying to your headquarters.

It was during this final detailed inspection that any other things became visible . It was at this time that:

? Numerous cuts and braised areas though out the interior became much more apparent,

? We found complete areas of door trim had been removed and the tray belonging in the rear center console . It had also suffered a deep cut.

? Numerous other items had been removed or pried loose like the housing of the passenger airbag compartment { is it missing now }?

? We also discovered in the proper light one could see the outline on the front seats and center consol of what appears to be areas where some type of chemical, solvent or possibly clear spray paint has been applied to them; resulting in those areas of leather becoming hard, dry and possible brittle to the touch.

? Update to that statement: Not over the front seats and consol but also the 2 rear captain seats and area appear to be coated also.

How sad this revelation was.

The use of a ultra violet light may shed more light on this matter.

In closing I feel a full investigation is warranted as well as us filling formal complaints against Gilbert and those that have conspired with him to damage our property and vandalize it.

We assume that we may hear from this office and possibility your corporate Security Officer in the morrow.

We will comply with what ever may be deemed appropriate. before we may need to take the next step for resolution on a legal level, we will await your response, as we have no desire to get the police or our Insurance company involved until we may need to.

As I close this email, I must restate again that we are only interested in the full and complete restoration to our Navigator, nothing more nothing less.

Good Day

Terry C


Date: Tue, 2 Jan 2007 00:24:26 -0800 (PST)
From: "Terry C"
Subject: follow up
To: "Earl Scheib"
CC: margo
for your information

Good Day Everyone,

My name is Terry C and I have been in contact with your office for some time now about resolution of poor workmanship and damage to our SUV.

As we embrace the New Year, it is with deep concern that I address this email to bring light to our latest findings.

Now having had sometime and opportunity to drive it for an ext