@charset "UTF-8";
:root{--paper:#f3f0e9;--ink:#252824;--muted:#62665e;--line:#cfcec4;--accent:#a62e16;--orange:#ed7651;--white:#fffdf7;--serif:Georgia,'Times New Roman',serif;--sans:Arial,Helvetica,sans-serif}
*{box-sizing:border-box}html{scroll-behavior:smooth;scroll-padding-top:32px}body{margin:0;background:var(--paper);color:var(--ink);font:16px/1.6 var(--sans);-webkit-font-smoothing:antialiased}a{color:inherit;text-underline-offset:4px}button,a,summary{-webkit-tap-highlight-color:transparent}a:focus-visible,button:focus-visible,summary:focus-visible,video:focus-visible{outline:3px solid var(--accent);outline-offset:5px}button{font:inherit}img{display:block;max-width:100%;height:auto}h1,h2,h3,h4,p,figure{margin:0}p+p{margin-top:1em}h1,h2,h3{font-weight:400}h2{font:clamp(34px,3.5vw,52px)/1.1 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.eyebrow{color:var(--accent);margin-bottom:20px}.section-heading>p:not(.eyebrow){max-width:690px;color:var(--muted);font-size:14px;margin-top:20px}.case{display:grid;grid-template-columns:1fr 1.2fr;gap:10%}.case h2{max-width:360px}.prose{font-size:15px;line-height:1.9}.source{font-size:10px!important;color:var(--muted);line-height:1.6;margin-top:18px!important}.timeline .section-heading{max-width:770px}.filters{display:flex;flex-wrap:wrap;gap:8px;margin-top:35px}.filters button{border:1px solid var(--line);background:transparent;padding:10px 15px;font-size:11px;cursor:pointer;color:var(--ink);border-radius:0;min-height:42px}.filters button[aria-pressed=true]{color:var(--white);background:var(--ink);border-color:var(--ink)}.filters button:hover{border-color:var(--ink)}.result-count{font-size:10px;color:var(--muted);margin-top:15px;margin-bottom:10px}.entry{display:grid;grid-template-columns:180px 1fr;gap:30px;padding:28px 0;border-top:1px solid 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var(--line);padding-top:25px}.updates h3{font-size:13px;font-weight:600}.updates p{font-size:11px;max-width:800px;margin-top:10px}.contact{display:grid;grid-template-columns:1fr 1fr;gap:60px;align-items:center}.contact .eyebrow{color:var(--accent);margin-bottom:18px}.contact>div>p:not(.eyebrow){max-width:500px;font-size:13px;margin-top:20px}.contact-link>a{font:clamp(18px,2.2vw,30px) var(--serif);letter-spacing:-.5px;overflow-wrap:anywhere}.contact-link a span{color:var(--accent);margin-left:10px}.contact-link p{font-size:11px;color:var(--muted)}footer{padding-top:35px;padding-bottom:30px}footer>p{font-size:10px;color:var(--muted);line-height:1.7;max-width:1000px}.privacy{margin-top:12px;max-width:900px}.footer-bottom{display:flex;justify-content:space-between;align-items:center;gap:20px;border-top:1px solid var(--line);margin-top:28px;padding-top:20px;font-size:10px;letter-spacing:.4px}.skip{position:absolute;top:8px;left:8px;transform:translateY(-200%);padding:10px;background:var(--ink);color:white;z-index:10}.skip:focus{transform:translateY(0)}.response-page{max-width:960px;padding-top:50px;padding-bottom:70px}.response-page>.eyebrow{color:var(--accent);margin:40px 0 20px}.response-page h1{font-size:clamp(36px,4vw,58px)}.response-page .editor-note{font-size:12px}.response-transcript{padding:40px 0}.response-page>.button{margin-top:20px}[hidden]{display:none!important}
@media(min-width:1500px){main,.masthead,.nav-wrap,footer{padding-left:80px;padding-right:80px}}
@media(max-width:1000px){.hero{gap:4%;padding-top:50px}.hero h1{font-size:48px}.hero-image img{aspect-ratio:.92}.image-label{top:15px;left:15px}.case{gap:6%}.entry{grid-template-columns:145px 1fr}.video-grid{gap:14px}.video-text{padding:18px}.response-grid{gap:25px}.my-reply{padding:28px}.section-nav{gap:20px}}
@media(max-width:720px){main,.masthead,.nav-wrap,footer{padding-left:6%;padding-right:6%}.masthead{padding-top:20px;padding-bottom:18px;gap:12px}.wordmark{font-size:21px;gap:10px}.wordmark small{font-size:8px;max-width:115px;letter-spacing:1px}.wordmark span{font-size:31px}.languages{gap:4px}.nav-wrap{padding-top:12px;padding-bottom:12px}.section-nav{gap:7px 18px;font-size:10px}.edition{display:none}.hero{grid-template-columns:1fr;gap:30px;padding:35px 0}.hero h1{font-size:clamp(41px,9.5vw,61px);letter-spacing:-1.8px}.hero .eyebrow{font-size:9px;margin-bottom:20px}.intro{font-size:14px;margin-top:22px}.actions{gap:20px}.byline{margin-top:20px}.hero-image img{aspect-ratio:1.5;object-position:50% 54%}.image-label{top:14px}.hero-image figcaption{font-size:9px}.status{padding:23px 20px;gap:12px}.status h2{font-size:18px}.status p:not(.eyebrow){font-size:12px}.facts{gap:14px;padding-top:28px}.facts>div+div{padding-left:14px}.facts strong{font-size:23px}.facts p{font-size:10px;line-height:1.55}.section{padding:50px 0}h2{font-size:36px;letter-spacing:-1px}.case{grid-template-columns:1fr;gap:28px}.case h2{max-width:400px}.prose{font-size:14px;line-height:1.8}.section-heading>p:not(.eyebrow){font-size:13px}.section-heading .eyebrow{margin-bottom:16px}.filters{gap:6px;margin-top:26px}.filters button{padding:8px 12px;font-size:10px}.entry{grid-template-columns:1fr;gap:12px;padding:23px 0}.entry-date{flex-direction:row;align-items:center;justify-content:space-between}.entry-date time{font-size:12px}.entry h3{font-size:25px}.entry-body>p{font-size:12px}.document{padding:14px}.editor-note{padding:22px 20px}.video-grid{grid-template-columns:1fr;gap:22px}.video-card{display:grid;grid-template-columns:1fr}.video-wrap{aspect-ratio:1.35}.video-wrap video{max-height:340px}.video-text{padding:22px}.video-text>p{font-size:13px}.response-grid{grid-template-columns:1fr;gap:30px}.my-reply{padding:28px}.my-reply h3{font-size:31px}.methods-grid{grid-template-columns:1fr;gap:28px;margin-top:30px}.methods-grid article{border-top:1px solid var(--line);padding-top:20px}.methods-grid h3{margin-top:10px}.methods-grid p{font-size:13px}.contact{grid-template-columns:1fr;gap:28px}.contact-link>a{font-size:24px}.contact>div>p:not(.eyebrow){font-size:13px}.footer-bottom{font-size:9px}.response-page{padding-top:35px;padding-bottom:45px}}
@media(prefers-reduced-motion:reduce){html{scroll-behavior:auto}*{animation:none!important;transition:none!important}}

.complaints-text{margin-top:20px;font-size:14px;line-height:1.75}.complaints-text ol{padding-left:24px}.complaints-text li{padding-left:5px;margin:10px 0}.complaints-text li::marker{color:var(--accent);font-weight:600}

.negotiation .section-heading{max-width:850px}.negotiation-reasons{display:grid;grid-template-columns:repeat(3,minmax(0,1fr));gap:30px;margin:35px 0}.negotiation-reasons article{border-top:2px solid var(--accent);padding-top:22px}.negotiation-reasons h3{font-size:27px;line-height:1.15;margin-bottom:16px}.negotiation-reasons p{font-size:14px;line-height:1.8}.negotiation>.editor-note{margin-bottom:40px}.chat-grid{display:grid;grid-template-columns:repeat(3,minmax(0,1fr));gap:24px;margin:28px 0}.chat-proof{margin:0;min-width:0}.chat-proof img{display:block;width:100%;height:auto;border:1px solid var(--line)}.chat-proof figcaption{padding:18px 0}.chat-proof h4{font-size:19px;line-height:1.35;margin:0 0 12px}.chat-proof p{font-size:13px;line-height:1.7;margin-bottom:15px}.chat-proof .textlink{font-size:12px}.negotiation>.source{max-width:900px;line-height:1.7}@media(max-width:720px){.negotiation-reasons,.chat-grid{grid-template-columns:1fr;gap:28px}.chat-proof{max-width:420px;margin:auto}.negotiation-reasons h3{font-size:26px}}

/* Full-duration library: preserve video geometry and native controls. */
.video-filters{grid-column:1/-1;display:flex;gap:8px;flex-wrap:wrap;margin-bottom:10px}.video-filters[hidden],.video-card[hidden]{display:none}.video-filters button{border:1px solid var(--line);background:transparent;padding:10px 15px;border-radius:24px;cursor:pointer;font-size:13px}.video-filters button[aria-pressed=true]{background:var(--ink);color:white;border-color:var(--ink)}.video-grid{grid-template-columns:repeat(3,minmax(0,1fr));align-items:start}.video-wrap{aspect-ratio:9/13;background:#111}.video-wrap video{display:block;width:100%;height:100%;max-height:none;object-fit:contain}.video-text .eyebrow{font-size:10px;margin-bottom:12px}.video-text h3{font-size:23px}.video-text .textlink{display:inline-block;margin-top:14px;font-size:12px}.editor-note summary{cursor:pointer}.methods .section-heading h2{font-size:32px}@media(max-width:900px){.video-grid{grid-template-columns:repeat(2,minmax(0,1fr))}}@media(max-width:600px){.video-grid{grid-template-columns:1fr}.video-wrap{aspect-ratio:9/13;max-height:520px}.video-filters button{font-size:12px;padding:9px 12px}}

.dealer-recognition{background:#e5eee6;border:1px solid #b3c8b8;border-left:5px solid #33684a;padding:32px 38px;margin:0 0 30px;border-radius:4px}.dealer-recognition .eyebrow{color:#28573c;margin-bottom:14px}.dealer-recognition h2{font-size:clamp(28px,3vw,39px);line-height:1.15;margin-bottom:20px}.dealer-recognition>p:not(.eyebrow){max-width:960px;font-size:16px;line-height:1.75}.dealer-signature{display:block;margin-top:18px;font-weight:700;color:#28573c}@media(max-width:720px){.dealer-recognition{padding:25px 22px;margin-bottom:24px}.dealer-recognition>p:not(.eyebrow){font-size:14px}}

.document-grid{display:grid;grid-template-columns:repeat(3,minmax(0,1fr));gap:18px;margin:32px 0 22px}.document-card{padding:24px;background:var(--white);border:1px solid var(--line)}.document-card .eyebrow{font-size:10px;margin-bottom:14px}.document-card h3{font-size:24px;margin-bottom:10px}.document-card>p:not(.eyebrow){font-size:13px}.document-actions{display:flex;gap:22px;flex-wrap:wrap;margin-top:24px;font-size:13px;font-weight:700}.document-download{display:inline-block;font-size:13px;font-weight:700;margin:12px 0 16px;color:var(--accent)}@media(max-width:900px){.document-grid{grid-template-columns:repeat(2,minmax(0,1fr))}}@media(max-width:600px){.document-grid{grid-template-columns:1fr}.section-nav{flex-wrap:wrap}}

.case-counters{display:grid;grid-template-columns:1.7fr 1fr;margin:24px 0 0;border-top:3px solid #dfc16f;background:#181c19;color:#fff}.case-counters>div{padding:18px 24px}.wait-counter{border-right:1px solid #51564e}.case-counters .eyebrow{color:#dfc16f;font-size:9px;letter-spacing:1.4px}.counter-line{display:flex;align-items:center;gap:20px;margin:7px 0}.case-counters .counter-number{flex-shrink:0;font:800 clamp(48px,5.4vw,72px)/1 var(--sans);letter-spacing:-3px;font-variant-numeric:tabular-nums;margin:0}.case-counters h2{font:600 clamp(16px,1.7vw,22px)/1.25 var(--sans);letter-spacing:-.3px;max-width:330px}.case-counters .counter-detail{font-size:11px;line-height:1.5;color:#cbd0c8;margin-top:7px}.visits-counter{display:flex;flex-direction:column;justify-content:center}.visits-counter .counter-number{font-size:clamp(40px,4vw,56px)}.case-counters[hidden]{display:none}@media(max-width:750px){.case-counters{grid-template-columns:1fr}.case-counters>div{padding:15px 20px}.wait-counter{border-right:0;border-bottom:1px solid #51564e}.case-counters .counter-number{font-size:56px}.case-counters h2{font-size:17px}.counter-line{gap:16px}.visits-counter .counter-number{font-size:40px}}

.case-counters{grid-template-columns:1fr}.wait-counter{border-right:0;border-bottom:0}.case-counters h2{max-width:620px}

@media(prefers-reduced-motion:reduce){html{scroll-behavior:auto}}
.languages a,.document-actions a,.document-download,.video-text .textlink{min-height:44px;display:inline-flex;align-items:center}
.video-card:target{outline:2px solid var(--accent);outline-offset:5px}

.sac-account{margin:0 0 32px;padding:32px 36px;background:#fff8f4;border:1px solid #e0c5ba;border-left:6px solid var(--accent)}.sac-account>.eyebrow{color:var(--accent);margin-bottom:16px}.sac-account h2{max-width:900px;font-size:clamp(29px,3.2vw,44px);line-height:1.12}.sac-account .sac-lead{font-size:18px;font-weight:600;line-height:1.6;margin:22px 0;max-width:960px}.sac-prose{max-width:960px;font-size:15px;line-height:1.75}.sac-protocols{margin:25px 0;padding:20px 0;border-top:1px solid #e0c5ba;border-bottom:1px solid #e0c5ba}.sac-protocols h3{font-size:17px}.sac-protocols ul{display:flex;flex-wrap:wrap;gap:10px;list-style:none;padding:0;margin:14px 0 0}.sac-protocols li{padding:7px 14px;background:#fff;border:1px solid #dfc4b8;font:600 18px/1.3 var(--sans);font-variant-numeric:tabular-nums}.sac-account blockquote{margin:22px 0;font:italic 23px/1.45 var(--serif);max-width:900px}.sac-account>.source{margin:15px 0}.sac-account>.textlink{display:inline-block;line-height:1.5;padding:10px 0}@media(max-width:650px){.sac-account{padding:25px 20px}.sac-account .sac-lead{font-size:16px}.sac-account blockquote{font-size:21px}}

.counter-context{min-width:0}.case-counters .counter-clock{font:600 clamp(22px,3vw,32px)/1.2 var(--sans);font-variant-numeric:tabular-nums;letter-spacing:2px;color:#dfc16f;margin:6px 0 0}