Have you had an accident or any paint work done? I had somebody pop me in the right rear which required that the body shop remove the roof rack to blend the paint onto the replacement panel. When they put the rack back on, they stripped a bunch of the nut inserts and I had water leakage up by my windshield. (Yes, water leakage at the front after a rear-end repair, fabulous.)

I took it back to the repair shop and they dropped the headliner and reinstalled most (or all) of the nuts and I think they put some rubber goop around them to prevent water leakage again.

Anyway, I hate the design of those crimp-on nut inserts - just a retarded idea. Seems a lot better to tack-weld a permanent nut onto the underside of the roof sheet-metal, but I'm no automotive guy...

The quote from the regional manager is laughable though! Basically, he wants you to find a branch manager that will cave to your request so he won't have to deal with it. What a terd.