Direct Mortgage, Inc.

We understand the frustration Mrs*** experienced when diagnosing her warning message, unfortunately when inspecting the vehicle we found several low voltage trouble codes that led to the diagnosis of a failed batteryIn hindsight further investigation was warranted to properly diagnose the
concern and repair the vehicleWe apologize for the delay in responding to Mrs***’s concern and are happy that we were able to work together to completed the required repairsWe look forward to servicing her vehicle in the future

Complaint: [redacted]
I am rejecting this response because:
I am frustrated that they delayed this long enough that the video of the damage they did to my car was overwritten and are now using that an excuse to avoid this claim. Very sad that this dealer chooses to alienate a customer to avoid a few hundred dollar claim on damage they created.
Sincerely,
Daniel [redacted]

On October 12, 2016, Daniel [redacted] asked us if we would return his leased vehicle from [redacted], We usually only are able to accept vehicles that were purchased from us, as an act of goodwill, we agreed to accept his lease return so that [redacted] could inspect the vehicle. We notified [redacted] and let...

them know the car was here. The car was moved into the back of the dealership and secured. A third party inspection company, [redacted], came out on October 17, 2016 to inspect the car. [redacted] found over $2000 worth of concerned damages but elected to only charge $363.40 for possible curb damage and a spare tire, which is not unusual for a vehicle of this nature with over 45k miles on it. We did not perform a formal lease inspection, as we elected to assist Mr. [redacted] as a act of goodwill. The banks have several different check in  processes on what is considered damaged or not.  We do not have the detailed information on what [redacted] elected to charge and why they waive some damages. We are open to assisting Mr. [redacted] with reviewing these charges with [redacted] including review of charges for his lease wear and tear.

Cadillac of Naperville never delayed the process as we have reviewed this from when we were first made of aware of the customers request. We have always tried to accommodate the customer from a courtesy drop off to assisting the inspector with storing the vehicle.  Again,  the entire vehicle inspection from the front of the vehicle to the side along with tire wear were all common and normal wear and tear items of a vehicle with over 45,000 miles on it.  The lease company reduced all these items to a one time expense including the front spoiler/air dam damage that is common from parking lot stops found in most all shopping areas.   Naperville Cadillac would accommodate a meeting with the lease company, inspector and customer to see if we can clear the concerns up.  The customer is the only one authorized to request and arrange this meeting as Lessor of the vehicle.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10995167, and find that this resolution is satisfactory to me. I just want your bureau to know that it wasn't because of your letters that this dealership decided to issue my refund.  I...

personally sent letters to the CEO at [redacted] and Cadillac to try to get this resolved.  Another agency Angies List had also intervened in this case after your agency closed the file on me. I feel between my letters and Angies List we got this problem resolved.The only thing I didn't receive was an actual letter or phone call apologizing for the problem directly from the general manger or owner. I guess this just shows the quality of customer care at this dealership.
Sincerely,
Gregory [redacted]