tter account. who's going to keep an eye on us? well you're gone, jon. teach us the proper way to eat pizza. >> watch and learn, for god's sakes! >> reporter: jeanne moos cnn. new york. >> thanks so much for joining us. "ac360" begins right now. good evening, thanks for joining us. there's a lot happening, president obama asking to put a stamp of approval to war with isis worried about muslim community becoming targets. also brian williams the truth. the disaster with the man who wrote the book on it. douglas brinkley joins us tonight and later tonight drew griffin exposes an alleged car scheme that could make some insurance companies at risk with your safety. we begin at chapel hill north carolina was it the outcome of a dispute between neighbors or motivated by

anti-religious hatred specifically anti-muslim hatred? three students a dental student, new wife and her sister were auzll muslims. a 46-year-old man, craig hicks, turned himself in and appeared to make strong anti-religious statements and unclear whether they targeted islam specifically or all religions. wife said this has nothing to do with religion. the father calls it a crime and getting national as well as global attention. we'll talk to the sister but first, details from jason carroll. >> i don't think there is a word to describe the pain. if it wasn't for honoring my children and wanting to tell the world their story, i would not be talking. >> reporter: mohammed abulsaha is numb over the shock of loss two daughters rasan and usar and

u usor's husband. >> i cannot grieve like my wife does. i don't think we can feel it well now until we see the bodies and have the burial. we're in shock. two children of ours and our son-in-law. >> reporter: all three shot execution style, a bullet to the head. frantic 9-1-1 call of shots at the victim's apartment complex near the university of north carolina's chapel hill campus where they lived. >> i just heard gunshots. i don't know what building it came from but i heard kids screaming. >> okay. how long did you hear it? >> how long? >> mm-hmm. >> probably 30 seconds ago. >> okay how many shots did you hear? >> multiple. i mean at least 5 and 10 i would say. >> reporter: later that night, the victim's neighbor 46-year-old craig hicks turned himself in to police charged with three counts of first-degree murder. now there are questions about the motive. all three victims were muslim.

the women's father called the attack a hate crime saying his daughters and his son-in-law were targeted because of their faith. >> my daughter isar honest to god, told us on more than two occasions that this man came knocking at their door and fighting about everything with a gun on his belt. more than twice. she told us daddy, i think he hates us for who we are. and how we look. >> reporter: investigators say the shooting was the result of a long standing dispute between neighbors. >> i didn't want to make sure that folks knew based on all of the information that our office and that law enforcement has this time that the events of yesterday are not part of a targeted campaign against muslims in north carolina or anything other than an individual event. >> reporter: his wife expressed

her condolences also saying her husband's motive for the murder had nothing to do with religion. >> i can say with my absolutely belief this incident had nothing to do with religion or victim's faith. but in fact was related to the long standing parking disputes that my husband had with the neighbors. >> reporter: barakat was a second year dental student. his wife set to begin her studies at the same unc school of dentistry. sister was also a student at nearby nc state in raleigh. barakat also raising money to provide dental care to syrian refugees. called them the kind of children parents wish for. now gone. >> they leave a scent of flowers and a breeze and a light in our lives. they will be missed. i don't think i can feel my sadness yet. it will come when i'm by myself

at night, it will come when i see their faces and the horrors and the blood and the stitches. >> jason carroll joins us now from chapel hill. at this point, the father knows what police are saying they're saying it's not a hate crime. what's his response to that? >> reporter: well anderson he doesn't believe that. i mean he says that he remembers his son-in-law living here for quite some time without any problems with hicks. he said it was only when his daughters and their friends started showing up wearing head scarves back in december he said that's when hicks started to harass them. he said it wasn't just over a parking space. he said it also had to do with noise and other issues as well. that's why it's so hard for him to believe the conclusion that investigators ultimately had come to. >> jason, appreciate the reporting. all three victims are being remembered in their community as role models. dia barakat, known for many acts

of kindness. his physician joining us tonight. suzanne, thank you for being with us. i'm so incredibly sorry for your loss. first of all, how are you? how's your family holding up? >> well it's a pleasure to be here anderson thank you for having me. in terms of how we're holding up i would say that the honest answer is we're still in shock and there's still a lot of denial and i think the reason i'm able to be here today is because i feel mostly numb. but it's been a really incomprehensible tragedy that we're trying to process. >> tell me about your brother. what was he like? >> my brother, dia, was a 6'3" young man who had the kindest heart. loved everyone he met. greeted strangers with hugs and

dedicated his life to service. he loved his family. he loved his wife usar. he loved his inlaws. and it's a very sad day for both of our families. >> there are reports that the suspect and your brother, that they had interactions prior to this. is that to your knowledge, true? were you aware of that? >> to my knowledge, yes. there had been issues of some disrespect and harassment from the neighbor's standpoint. it's basically incomprehensible to me that you can murder three people by shooting a bullet into their head and killing them over a parking spot. let's leave it at that. >> you think there's more to it? >> absolutely. >> i don't want to ask anything

you don't want to talk about so feel free to say i don't want to talk about it, but you said there had been some interactions. do you think they had anything to do with your brother's religion? with how he was perceived by this person? >> having heard secondhand from a very close friend of usar's had said that basically he had said because of the way you look and not comfortable with a, the way you look and, i'm really sorry. >> it's okay. >> this is really hard. >> i know. >> i go from being in denial to being really numb to being really angry. i came here today in hopes of shining light on their legacy.

for the three of them that has been dedication to service. and i want to make sure that they are recognized for that and that the world realizes what we have lost and the loss of these three incredibly brilliant, bright beautiful accomplished successful respectful loved three young people. if you were within our community, anderson you would see just the outpouring of love and support we are receiving from everyone around us and it's been immensely touching. and i want the world to see that and i want them to see the true essence of what dia, usar and rosanne was. it was optimism it was hope it was love. it was wanting to help anyone and everyone in their local communities and communities abroad. just based on their actions with the work that they have done

with homeless communities here with work that they are doing in turkey to aid syrian refugees. dia was running a campaign with the dental school and with some ngos to fund raise money for a mission trip later this summer and yesterday, he was at i believe, 16,000 and today, it's over 120,000 and that is amazing. and we want to continue that and we want them to be remembered for that because one thing that i knew about dia is that no matter -- he made dental school look easy. >> that's a hard thing to do. >> it is. but he did it because he loved it. he loved what he did. he loved playing with the children when he was working abroad. he was happy. in everything that he did. and he made it light. and people loved being around him for that.

and selfishly, as the older sister who felt like a second mom to him, i will miss him adoring me and the way he loved me and the way he looked up to me and the many phone calls where we would talk and give each other advice and he's like okay i see your point. he was the best friend kind of brother. and -- >> it's a tremendous lost. >> -- it's not real what i feel. >> it's not just a tremendous loss for your family and friends but sounds like for the community and for this country. it sounds like your brother was a young man who had already made tremendous contributions and would no doubt continue to do that for the rest of his life. >> they were all destined with very bright futures ahead of them. diah being a second year dental student at usc, usar just got

accepted to dental school starting in the fall and rosanne in a competitive program starting architecture very creative. they all had so much to offer and i just want to make sure that we continue that legacy for them in their name in their honor and that all of us as americans collectively not let their deaths go in vain. >> suzanne, thank you for talking to us. your strength is really incredible. i lost a brother many years ago under very different circumstances, but i certainly wouldn't have the strength to speak about him so soon as you have tonight and i very much appreciate of you letting you know your brother just a little bit. and continuing to carry on his legacy. thank you so much.

>> the three of them have given me the strength to be here today, to talk to you. thank you so much for having me anderson. >> there is more to report tonight. coming up next we have breaking news president obama wants congress to okay his plan for fighting isis. we look at how lawmakers are receiving a plan that's too tough for some and not tough enough for others. also some new reporting that raises the horrible possibility that kayla mueller was forced into some kind of marriage with an isis fighter. details ahead. fact. when you take advil you get relief right at the site of pain. wherever it is. advil stops pain right where it starts. relief doesn't get any better than this. advil. my tempur-pedic made me fall in love with mornings again. i love how it conforms to my body. with tempur-pedic the whole bed is comfortable.

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>> will not get dragged back into. that's not our national security interest and is not necessary for us to defeat isil. >> there's no enduring offensive ground operations. leave the door open for ground forces virtually anywhere anytime to fight isis. the resolution walks in narrow line saying democrats and republicans were consulted in the drafting of it. the question will allow lawmakers in both parties to support it now in front of them. dana bash is taking in. >> wlrnt this can actually pass congress or any version of it. democrats simply think that the president has asked for authority that's too broad that allows him and more importantly

a future president because it would last for three years too much latitude to use the military against isis or maybe any other threat that could be related to that. on the flip side republicans say that he has limited himself too much that there should only be one commander in chief and the way it is written, it allows congress to have too much input and i got to tell you, anderson it has been really ironic to listen to republicans argue that the president is -- wants congress's input too much. wants to say he's the imperial president and acting alone too much. it certainly has been a very odd day. >> so what happens now though? any type of timeline for when it could come up for a vote? >> the senate foreign relations committee and the sister committee in the house, we'll hear from the secretary of defense, military leaders. that's going to probably happen for at least a month while they're going to try to be

figuring out whether or not they can change the language in here to have enough latitude for republicans, not as much latitude for democrats, whether they can thread that needle and get something past. but the thing to remember is this is to authorize a mission that's already under way. the president does not believe he needs legal authority from congress. he thinks he already has it. so this is something he asked congress for because congress has been the one saying they wanted input on this. >> dana bash appreciate the update from capitol hill. the four americans captured and killed by isis. james foley, stephen sotloff, peter. most recently kayla mueller. you'll remember we heard friends and family say what a remarkable inspiring young woman she was, the letter that showed bravery, serenity and today we learn new details about one more thing she may have been forced to endure. our justice correspondent pamela brown has that story. >> reporter: kayla mueller given

to a fighter after she was kidnapped in syria in 2013 according to u.s. government officials. officials say there's also indications that meuller converted to islam, seen by hostages in the middle east. >> these hostages under severe duress for very long time and threatened with death and so forth. for them to say we're going to convert to the religion of our hostage takers suggest maybe they can curry favor that way. >> reporter: cnn said pictures sent privately to mueller's family to isis confirmed her death, according to u.s. official pictures included mueller wearing muslim gash and in a burial shroud a stark contrast from other male hostages. former fbi said it's clear they treated mueller differently. >> because she was a remarkably decent human being and because she was a woman that it wouldn't be surprising for them to treat her with more respect in life

and in death, if they covered her and wrapped her properly, those are respectful actions. >> reporter: there's no evidence backing up the isis claim that mueller was carried in a jordanian air strike. there were several foiled rescue attempts to save mueller and one man attempted in prescott arizona and demanded her release at a syrian terrorist camp but turned away after mueller denied being anyone's wife. >> she said she wasn't married and foiled the plan. >> pamela brown joins us now. you've been speaking to family spokesperson. what have you been learning about the lengths they went through to free kayla? >> reporter: i did speak to the spokesperson. she made it clear the family went to great lengths. at one point, the mueller family reached out to the white house when they issued a deadline to execute kayla and whether they

would be willing to trade dr. sadiki. just trying to explore any option to release their daughter. also we learned the spokesperson said contrary to media reports the family never turned down a military rescue mission because it was too risky. instead, apparently the family reached out to the white house and asked for notification if there would be another rescue attempt after the failed attempt last july of kayla and other american hostages. anderson, it's clear they were trying to do anything they could to get kayla home. >> pamela appreciate the reporting. thank you. some perspective now on how the human spirit copes with and adapts to captivity as well as the obscenity with it. david roe with us endured seven months at the mercy of the taliban before managing to escape from his captivity. the relationship between the captive and the captors, it's got to be incredibly complex.

>> it is. and you're trying to survive. so a lot of things she mentioned in this letter really rang true to me in terms of, you know she talked about praying a lot. she talked about being treated well. she may have been treated well at times but also wants her family to realize that she's not suffering. she also talked about to her family don't feel guilty. i put myself through this. >> that's one of the things -- >> i was really touched by what she wrote. >> that's impressive about the letter. even in her darkest time she is as concerned if not more concerned about her family and what they're going through. >> it's very common, you know, that i experienced that and many other captives and talks about prayer. there was a bit in the report about her maybe converting to islam. i think, you know, it's impossible and sort of irrelevant. there's no way anybody can sort of freely convert to any faith while you're a prisoner. you're essentially under duress. jim faux lie reportedly converted to islam as well.

he was in libya and then syria. between two kidnappings he prayed as a muslim in libya to create camaraderie with guards and prisoners but at the same moment praying as a christian to jesus and he's like he said in this great lecture he gave i don't know if i was violating something theologically but i was sincerely praying with my fellow prisoners and praying to jesus. >> does it help to -- is there evidence that actually helps to convert to islam when you're held by these? >> it might in the short-term. i was given an english language koran, i thought it was help but then start questioning it. are you really reading it seriously? asking why haven't you converted? >> actually quiz people on what they've read. >> and if it's a false conversion you create all kinds of problems for yourself. but you pray all the time. people say, oh they pray five

times a day. they're extreme. i pray 20 times a day. the night we escape, i lay there and there's a muslim tradition where you say forgive me god. i say before we try to escape forgive me god a thousand times. all the traditions kol together. you just try to talk to god, doesn't matter sort of what faith you're doing that through and i totally just identify with what she wrote. >> i want to read some of what she wrote. we put the whole letter on our web site, but she said i remember mom always telling me all in all in the end, the only -- let me start again. i remember mom always telling me that in all in all in the end the only one you really have is god. i've come to a place and experienced in every sense of the word i surrendered myself to my creator and there was no one else. by god i was felt tenderly cradled in free fall. >> who's god, what god, it doesn't matter. she's facing her death. she's made this peace. she cares about the people who

love her. and i just think she's an amazing, amazing young woman. >> has anything changed to your knowledge in communication between authorities and families in these kind of circumstances? because that was something obviously in the way jim foley's family spoke about when i interviewed his mom about a feeling of a lack of communication and from the government standpoint they obviously don't want to give up operational details to family members. it's a difficult balance. >> it is. there's been more talk. i think the muellers had more contact with the government but there's an ongoing review of hostage policy and the issue that has not changed, can family get security clearances? the family of tice the last remaining hostage in syria, thought to be held by the government there, not isis. they want a security clearance and they can't get it and that's, you know one thing that i think needs to change. >> interesting. >> these clearances need to go to the families.

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welcome back. brian williams name was taken off the "nbc nightly news" tonight coming in the wake of the news he was suspended without pay for six months while exaggerating the iraq war something nbc universal calls inexcusable but saying he deserves a second chance. lester holt an enormously difficult story to report. >> brian is a member of our family but so are you, our viewers and work every night to be worthy of your trust. >> many wonder if brian williams will return to the anchor desk at nbc and in light of revelations from iraq in 2003 there's now increased scrutiny obviously on his other work including report from new orleans. randi kaye has more on that. >> as the roofing materials dangle behind us at the super dome --

>> reporter: brian williams said he simply heard the story of a man taking his own life inside the super dope. >> we heard the man falling from the upper deck. >> reporter: he seemed to take it a step further when he shared the super dome story again. >> we watched, all of us watched as one man committed suicide. >> reporter: nbc investigators have to get to the bottom of that and more. in 2006 williams said in an interview he'd actually seen a body float by him in the french quarter after the storm. >> when you look out of your hotel room window in the french quarter and watch a man float by face down. >> reporter: but many questioned if that were possible because the flood waters barely reached that part of new orleans. could the water have been deep enough for a body to float by? we asked the former general manager of the ritz-carlton hotel where williams had been staying. in front of the hotel, the water was a couple of feet briefly and then quickly receded and

behind the hotel facing the french quarter? >> the water might have been eight inches or so. it's my perception that it would be difficult for a body to float in 8 inches of water. i did not witness any bodies floating in the water. >> reporter: we also checked with a hazard geographer who compiled data on where victims of the hurricane were found. he told us no bodies were found in the french quarter. the closest, he says was recovered 0.36 miles away. the odds of that body being the same one williams said he saw is highly unlikely said our geographer. >> the ritz-carlton a few blocks down the street and had to make the turn, left turn and go a few more blocks down the street. you know it's just very hard to conceive of that happening. >> reporter: these pictures from a church newspaper do show water around the ritz-carlton after the storm, even a boat.

but the man in charge on the ground lieutenant general russell honore has doubts about a body floating by. >> by and large, that water was well below level. >> reporter: and what about the hotel? >> the hotel was overrun with gangs. >> reporter: the news man told the story in douglas brinkley he slept on a mattress in a stairwell where he said he heard armed gangs break into the hotel, brandishing guns and terrorizing guests but williams gave a different account to this associate professor at lsu for her book about katrina telling her he'd slept in his room. >> he was worried about people gaining entry into his room and he told me at that point he slept one night between the bed and the wall so that if anybody opened the door they would think the room was unoccupied.

>> reporter: the professor suggests perhaps brian williams was confused confusion or exaggeration. the answers should come soon. randi kaye cnn, new york. >> and comes from nbc that they are investigating. johnny joining me is douglas brinkley. a remarkable book if you haven't read it and andrew tind l, publisher of the tindle report. you give brian williams the benefit of the doubt with katrina reporting. do you also think he had an embellishment problem? >> yes. the clips that you just played are a bit troubling. that's embellishment. i don't think he saw somebody commit suicide at the super dome but broke the story there and saw the hole in the roof. i don't think a body was per se floating by the ritz-carlton but there were plenty of people and i was there for katrina. plenty of bodies around the sea

somewhere even being chained to places but more central city, maybe way up canal but the problem, could you have seen it from the ritz-carlton? hence people asking questions. i know brian williams was sick with what he calls disysenterydysentery. i interviewed heather allen and many others, jean harper from nbc who testify that he was really very sick during these first days and it might be part of the reason he was a bit confused but i think his reporting overall was stellar. >> and the stories of the armed gangs overrunning the ritz-carlton what do you make of that? >> gangs becomes a heavy word but there were people there was a great fear in the french quarter, ritz-carlton was black, darked out. nobody knew where anybody was. there was fear in the air. we forget there was a big unknown what was going to happen so i think the fear of the gangs, when you hear boots chomping clumping down the

hallway and somebody said they see people with guns but if they have a division of a huge gang it's probably less likely than a few people that were looting or maybe simply looking for a place to sleep or looking for food and water. nevertheless brian was in the eye of the storm. he was down there and everybody's confusion. it's a cliche fog of war, but people had it at that time. i think we've got to give brian a little bit of the benefit of the doubt. although nbc owes it to us to inventory these and get us answers. >> what brian said about new orleans and iraq do you see a path for brian williams to return to "nbc nightly news"? >> no i don't expect him to ever sit in that anchor chair again. you can't give this severe a punishment to somebody and then say at the end of six months everything is back to status quo again. >> it would bring it all back

for nbc? >> yes. and it's such a statement of doubt being made about him by his own management in suspending him that i can't see what he could do to make people just forget that doubt. >> do you see him having a job in news again? >> well he doesn't need a job in news. i mean he's been paid well enough over the past dozen years that he's not going to be on the gold. you know there's many ways in which you can get a job in news now adays. you can start your own site. you don't have to be employed anymore to be in news. >> start a blog or something like that. doug, do you think he could come back? >> i do. i think, look, he deserved the punishment he got. no pay and off the air for six months but he could possibly come back in july in august for the tenth anniversary of hurricane katrina. i think it's all going to depend on just how many examples of

embellishment they discover but i don't think brian is done with being an investigative reporter. it's in his blood. he might get a news magazine for an hour at night, not the walter cronkite tradition, but a talent and when you cherry pick the bad moments and string them together it's troubling but he's had a long career a lot of mike time and done really great work and i hate to see him just sidelined and destroyed over this. let's hope we can reform him, show a little bit of mercy. he's got to be going through a lot of misery this week. >> no doubt about that. andrew the range of his talents is pretty extraordinary. i mean his sense of humor, his story telling beyond him, well in many but on late night talk shows. a report he even wanted to replace jay leno on the tonight show. so you could see some sort of television career for him even if it's not necessarily on the

"nbc nightly news." >> okay so this actually is the problem that's facing not brian williams but the problem that's facing nbc news. the way in which they maintain their visibility as a brand, as a network in the face of fragmenting audiences and everybody's getting smaller is to rely on celebrity to publicize their journalism. they picked someone not for journalistic skills but celebrity skills. and decided to not just concentrate on journalism by the non-journalistic skills and their best course going forward is to concentrate on their journalism and that's why i think it's a constructive step to go with lester holt rather than brian williams because here's someone whose reputation skills are first and foremost

not an entertainer or someone with ana cabrera ek anecdote. up ahead, when you get your car fixed, how do you know if they actually fixed it right? now unless you're a mechanicic you probably don't and a claim that some insurance companies steer you towards body hots that skimp on repairs. use used parts. it's an alleged scheme that could be making insurance companies rich and make you unsafe on the road. drew griffin tonight investigating. at we can do that is impactful?" what the cloud enables is computing to empower cancer researchers. it used to take two weeks to sequence and analyze a genome; with the microsoft cloud we can analyze 100 per day. whatever i can do to help compute a cure for cancer, that's what i'd like to do.

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well if your car is ever damaged in an accident or repaired through major insurance company in this country there are state and federal lawsuits in this country you should know about. auto body shops across the country, more than 500 of them claim some big insurance companies long deliberately skimped when it comes to repair damaged vehicles. also the insurance companies can have their profits. the lawsuits allege it's a scheme that cannot only lead to rushed and minimal repairs but recycled remanufactured and one

lawyer puts it junked parts to fix your car. attorney general believes the alleged scheme you could be driving a dangerous car. cnn senior investigative correspondent drew griffin reports. >> reporter: to see what's really going on you've got to do something you probably can't do at home. lift what you think is your repair car, get out something called a borrow scope and check the frame to see if the auto body shop fixed it what your insurance company likely recommended. >> there's the riff in the rail. >> reporter: bill burn a national auto repair expert testifies about bad repairs and this, he said is one of them. the result of a system designed to save money for insurance companies. >> what they did was replaced the new end cap on there and the end cap covers that so the consumer would never see this. it is unsafe. >> and yet they put it back. >> correct. >> reporter: burn is now part of

the major lawsuit involving more than 500 auto body shops in 36 states. all suing dozens of insurance companies across the country. the shops believe the insurance industry is involved in a deliberate system to send you and your car to shops that are preselected by insurers to do the absolute bare minimum to fix it. even telling body shops to use used or recycled parts because they're cheaper. matt parker is an auto shop owner in monroe louisiana, who said he sees the same problem. he said state farm told him to use a remanufactured headlight in a toyota tacoma. this is what he got. >> it's got a hole in it here and then you can see where they screwed this bracket back on the vehicle. now, you can see here where all these parts were knocked off and glued back together. you can also see here where the top corner and the lens is busted and this part of the headlight is broken.

this came out of a box wrapped like it was supposed to be -- absolutely like a new part. the insurance company wants us to put this stuff on the car. if we refuse to put it on the car, then they label us as a shop not willing to go along with their program and then try to steer our business away from us. >> reporter: this is why he and the other shops retained john arthur eves to sue. >> every state in the union is experiencing the same sort of struggle here between the body shops trying to do and insurance company trying to use unsafe parts and methods on their cars. >> reporter: buddy caldwell of louisiana believe it too. preparing a lawsuit. louisiana filed claiming state farm's practice is putting drivers in danger. and what is the practice? what's being put in their cars? >> aftermarket parts, junk yard

parts and all of this without any communication with the consumer and that's the main issue, the safety issues and the knowledge that their product is being devalued by the practices of the insurance company. i mean buddy has found numerous cases here in louisiana. we found in mississippi, the body shops, put junk parts and weld the patch. >> reporter: when auto shops don't go along, mississippi's attorney general said those auto shops business gets cut. it's called steering. insurance companies steering business elsewhere. >> they're going to say, we'll blackball you. we won't put you on our select service list and we're going to make you send estimatestous five to us five times. >> reporter: u.s. senator richard bloomen that will who

used to be connecticut's attorney general not only the potential for small business to be hurt but believe cars repaired through the preferred service centers propose a safety risk and asked the u.s. department of justice to investigate. >> salvage parts inferior or even counterfeit parts raise safety concerns and often, those kind of parts involved in the practice of steering and that's why i have been concerned for years about it. and why i think the department of justice should be investigating. >> reporter: louisiana's attorney general chose state farm because they're the biggest insurer in his state and legal filings, the company denies all the allegations including the allegation that state farm mandates using aftermarket parts. state farm would not grant interview but sent a statement instead. it said our customers choose where their vehicles are going to be repaired. we provide information about our select service program while at

the same time making it clear they can select which shop will do the work. state farm told us to bring our specific questions to neil olridge with the national association of mutual insurance companies. >> it's not just in the economic interest of the insurer to have a car go in and out of an auto body shop four or five times to get it right. >> reporter: why would they recommend used parts, fixed parts off market? >> sure. most companies don't require this. most companies offer a choice to consumers. most of the any sort of aftermarket part you might hear about are usually cosmetic parts. nothing related to the safety the mechanical parts of the operation of the vehicle. there are laws in almost every state that require consumers to be told that if aftermarket parkts are used and what they are. >> reporter: we found this notice on page four of the estimate on page six of this

one. >> in many cases, these parts are no different. they're made on the same factories. one just comes out with an auto manufacturer manufacturer's name on it and others don't. >> that's not true. >> it is true. >> reporter: it certainly isn't true in the case of this replacement hood for a honda made in taiwan and already coming apart. this aftermarket bumper straight out of the box not only doesn't fit but the fasteners have been glued back together and then there's the question about that broken and repaired toyota tacoma head lamp. >> it's obviously a repurposed part from a junk yard and if you look closely, you'll see how it was glued together snapped together and in some cases, even welded and screwed together and this is what the insurer told the preferred body shop to put on the car. look at this. you wouldn't want that in your car, i wouldn't want that in my car. >> i don't know the circumstances of the picture, so i really can't comment on it.

>> reporter: so are the attorney generals wrong in saying that the insurance industry as a whole, state farm in particular is steering their customers to preferred body shops, preferred because they save the insurance company money, not the consumer? >> the insurance company may provide a list of auto body shops. and the customer can say no i want to go to joe's body shop around the corner and that's the choice. >> reporter: that's what progressive insurance told us happened for this car. remember it's the car we told you about earlier with the rip tail frame that you could only spot with the boroscope. only hit from behind. a preferred body shop and sent back on the road with a ripped and hidden tail frame. turns out it wasn't old, not repaired. three of four tire rims are damaged and the undercarriage of the car is pushed in according to auto expert bill burn and outside, the paint job is filled

with pockmarks. progressive insurance say they didn't choose the body shop the owner did. well this is the owner. eugene eugenea randall who needs the car to carry her 2-year-old son roman and remembers the conversation with progressive much differently. >> they didn't give me a choice as to where i wanted to take it. they just told me to take it to their preferred shop. >> reporter: randle said because it was a preferred shop it would be repaired to a higher standard but when she picked it up, she immediately knew something wasn't right. >> cosmetically to me it looked fine but once i got in and got down the street it just started driving really crazy and i immediately took it back. >> reporter: so how crazy was randle's car driving? i decided to find out for myself by getting behind the wheel. >> anything over 50 miles per hour this thing just shakes.

this thing is really shaking now. >> reporter: not only the tail section ripped an unrepaired three of four tire rims damaged and as i drove the steering wheel shaking so violently, i had to grip down from veering to the right. the front left tire was just wobbling. i carefully drove this shaking car right back to the insurance company's preferred auto body shop. where the general manager promptly told us to leave. >> don't turn that on without the service permission if you don't mind. >> reporter: as for the shaking car, the insurance company eventually declared it a total loss giving her full replacement value. but only after she hired an attorney and cnn began investigating this story. >> the vehicle spun out. >> unbelievable. drew griffin joining us now. i had no idea about this whole plan they have. did the repair company that

supposedly fixed the shaking car ever give an explanation? >> reporter: the company service king said they did what the insurance company approved and said all their repairs come with a written lifetime warranty. service king's corporate office said it was unaware there were problems or complaints and therefore was not given the opportunity to fix them. that of course is completely add odds with what mrs. randle told us. >> and how widespread is this? >> reporter: you know, these preferred auto body part stores that they steer you to, i shouldn't say steer you to, they prefer you go to, that's quite common. the used parts is almost universal now. in fact if you've been in an accident the last five years, you probably will be able to find a used or repair part that's placed on your car. >> a lot of peechl probably don't even realize it. it was several pages in the contract. what can you do? can you tell your insurance company you don't want these parts in your car? >> reporter: few options. you can try to demand new parts

but generally will not budge on cheaper used parts so you might have to pay the difference out of pocket. the best thing to do is to take a look at your insurance policy now before you're in an accident find that fine print that allows insurance companies the ability to give you used parts or repaired parts or certificated non-manufactured parts and if you don't like that clause start asking questions. again, before you need a repair. >> it's amazing. drew griffin, appreciate the reporting. thanks. up next the story of his life and death as told in the best selling book and oscar nominated movie. now the family and friends. i'll talk to a seal about defense claims the alleged killer on trial is not guilty by reason of insanity. ♪♪ (playful growl) vo: because every moment matters, so does your network. verizon. this valentine's day get $100 off a swarovski crystal battery cover

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