Initial Business Response / [redacted] (1000, 6, 2016/01/06) */ My namne is Joe ***, and I'm the General Manager here at Morrie's CadillacUpon investigating there are few items that need to be clarifiedThis is my first interaction with this complaint, and below are my findings We document all details by date and time as our detail department pays the employees based on efficiencyThe vehicle was first detailed at Morrie's Cadillac on 11/10/2015, the second detail was completed on 12/19/and the Repair Order was closed on 12/21/No detail work was performed between the time Morrie's Cadillac received the vehicle, and when Mr [redacted] purchased on 12/19/With that said, it would be impossible for any smoke odors to be masked prior to Mr [redacted] selecting the vehicle, or moving forward with the purchase As part of our Buy Happy Promises, Morrie's Automotive Group offers a return/exchange program, which Mr [redacted] declined in writing on 12/19/upon his purchaseThis coverage is offered to every customer who purchases a vehicle that is eligible under the programThe document is attached In closing, we are willing to work the Mr [redacted] in multiple waysShould Mr [redacted] want us to perform a deeper clean, perform a different type of odor remover, and replace the air filter we will do soIf this does not suffice, we will consider exchanging the vehicle for another within Morrie's Automotive Group inventory no later than 1/15/We do care about Mr [redacted] 's happiness here at Morrie's Cadillac, and would like to move forward with a solution amicably now that all of the facts are documented Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the replyA couple pieces of follow up information: -In regards to it being impossible to mask odors of smoke before me receiving the vehicle, I do feel like either myself or my wife should have picked up on the smoke smell during the test drive, but we didn'tThe fact of the matter is that the car was advertised as smoke free (both in your online listing and when asked), but it certainly wasn'tI'm not saying it was intentional, but it was misrepresentation and is the basis for why I am asking to return the car -In regards to offering to do a deeper cleaning of the car, I am not satisfied with thisMorrie's did a deep cleaning/ozone treatment of the car on 12/I also brought the car to a full service car wash and had the carpets shampooed on my ownIn addition, I replaced the cabin air filter myself (the old one was caked in dirt/smoke)We have also had baking soda air fresheners/neutralizers in the car since 12/Even with all of this being done, I am still noticing a smoke smell when entering the car -In regards to me declining the "Buy Happy" program, this is trueI was under the impression that all cars sold at Morrie's are covered by "Buy Happy" program (you see it everywhere - advertisements, your website, on the license plate holders)I thought that I was declining an extended service program which entitled me to free oil changes, car washes, and battery replacementSince my car was a hybrid, I was told I was exempt from the oil changes and battery replacement, so I was advised that it wouldn't be worth it by my salesperson Because I came to Morrie's specifically looking for a Lexus CT200H, and there are none in inventory (according to your website), I would prefer to return the car completely so that I can find this specific car somewhere else
I appreciate you forwarding me this responseI was made aware of the situation this morning and I am working on itWe purchased the vehicle from Manheim Auction and we are working with them to get the lien releaseI apologize for any inconvenience this may have caused the customerI will reach out to themThank youBob [redacted] General Manager
Response received via e-mail to Revdex.com from Mike [redacted] of Morrie's Cadillac:The first paragraph was a conversation Mr [redacted] had with our sales manager.“It started out when Mr [redacted] called in after he purchased the vehicle and wanted to buy back the vehicle he traded inHe had stated that he made a mistake by trading in the vehicle and wanted to buy it back for the amount we gave him on tradeI had it priced on my lot at a specific number, but I understood that he made a mistake and I wanted to help him out as much as possibleI explained to him that I would be willing to sell him back the vehicle he traded but it wouldn’t be at the price we gave him on trade because we had already spent money on the vehicle (inspection and detailing)I worked out a price for him but he wasn’t understanding.”This paragraph is the conversation Mr [redacted] and I had.When Mr [redacted] called in, he spoke to me and explained the story He went on about how he is a Pastor at a church here in Minneapolis and that it was recommended by his congregation to come to the dealershipI thanked him for coming in and purchasing the vehicle I then mentioned to him that I would be more than willing to help him with his repairs in our service department at our internal shop rate He refused, stating the car was already at BMW being worked on and that he could not trust us to perform the work I reminded him that he signed documentation stating that it was an “as-is” vehicle and legally we are not obligated to anything, however I was willing to help the situation At that time, I asked him what he would like me to do, since we could not perform the work He wanted $that he paid BMW for the repairs, and I stated to him that is their retail price and I did not believe that to be a fair number He was unwilling to settle for anything less and said that he did “Buy Happy” and I should pay him because he thought we were a reputable company I mentioned to him that if he came up with a number that was reasonable I would help him out even though the vehicle was as-is Still haven’t heard back from him
Initial Business Response / [redacted] (1000, 5, 2016/03/09) */ My name is Ron [redacted] and I am the Service Director for Morries CadillacI have been in touch with [redacted] and have reviewed the picture of the connector for the steering moduleWe quoted him replacement of the connector due to a poor connection, [redacted] continued to drive the vehicle this way and didn't fix the steering connectorDue to the poor connection which was causing a high resistance in the wiring and connector, it melted the connectorThis has no correlation with the timing chain job we performed under ***s extended warrantyWe are not willing to pay for the repairs as they were quoted to [redacted] and he chose to drive his car as is which lead to further damage to the melted connectorAs goodwill from Morries Cadillac we are willing to reimburse the diagnosis charge of $as requested by ***We value our customers and are willing to do this in good faith
Initial Business Response / [redacted] (1000, 6, 2015/12/08) */ Morrie's Cadillac will be refunding the client $129.99, which will cover the enrollment fee($89.99) along with the synthetic oil change charge ($40.00) Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/08) */ Left VM for consumer, advising that case will be closed 'Resolved' at this time Told consumer that if refund is not received within a reasonable timeframe, can contact Revdex.com to have case re-opened for follow-up
It was completely our faultThe cancelation form was submitted to our office weeks ago but was miss placedWe are cutting a check to the bank today and we are over knightingThe customer should see the refund posted to his account in the next week or so.I will have one of my Business Managers reach out to the customer and apologize for the inconvenienceBob [redacted] General Manager
Initial Business Response / [redacted] (1000, 5, 2016/03/01) */ My name is Joe ***, and I'm the General Manager at Morrie's CadillacWhile the vehicle was sold "as-is" without a warranty, we will diagnose the issue free of charge to Mr[redacted] Once the issue is diagnosed, we will make a decision on the next stepsPlease contact Ron [redacted] , who is the service manager at Morrie's Cadillac to schedule an appointmentRon can be reached at [redacted] Thank you, Joe Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I test drove the jeep it worked fine, couple of days later when I went to pick it up it could not start in the presences of jabbar your sales repWho advised me that they had replaced the battery and it could be it was a new batterySecondly I started dealing with Mike [redacted] who advised me to bring it in for dignosis, which I was advised by your service department to seek further assistance from jeepI paid $for dignosisI am not sure what dignosis you offering ? when I purcased the jeep I was looking for a reliable car that runs as it did during the test drive
Initial Business Response / [redacted] (1000, 6, 2016/01/06) */ My namne is Joe ***, and I'm the General Manager here at Morrie's CadillacUpon investigating there are few items that need to be clarifiedThis is my first interaction with this complaint, and below are my findings We document all details by date and time as our detail department pays the employees based on efficiencyThe vehicle was first detailed at Morrie's Cadillac on 11/10/2015, the second detail was completed on 12/19/and the Repair Order was closed on 12/21/No detail work was performed between the time Morrie's Cadillac received the vehicle, and when Mr [redacted] purchased on 12/19/With that said, it would be impossible for any smoke odors to be masked prior to Mr [redacted] selecting the vehicle, or moving forward with the purchase As part of our Buy Happy Promises, Morrie's Automotive Group offers a return/exchange program, which Mr [redacted] declined in writing on 12/19/upon his purchaseThis coverage is offered to every customer who purchases a vehicle that is eligible under the programThe document is attached In closing, we are willing to work the Mr [redacted] in multiple waysShould Mr [redacted] want us to perform a deeper clean, perform a different type of odor remover, and replace the air filter we will do soIf this does not suffice, we will consider exchanging the vehicle for another within Morrie's Automotive Group inventory no later than 1/15/We do care about Mr [redacted] 's happiness here at Morrie's Cadillac, and would like to move forward with a solution amicably now that all of the facts are documented Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the replyA couple pieces of follow up information: -In regards to it being impossible to mask odors of smoke before me receiving the vehicle, I do feel like either myself or my wife should have picked up on the smoke smell during the test drive, but we didn'tThe fact of the matter is that the car was advertised as smoke free (both in your online listing and when asked), but it certainly wasn'tI'm not saying it was intentional, but it was misrepresentation and is the basis for why I am asking to return the car -In regards to offering to do a deeper cleaning of the car, I am not satisfied with thisMorrie's did a deep cleaning/ozone treatment of the car on 12/I also brought the car to a full service car wash and had the carpets shampooed on my ownIn addition, I replaced the cabin air filter myself (the old one was caked in dirt/smoke)We have also had baking soda air fresheners/neutralizers in the car since 12/Even with all of this being done, I am still noticing a smoke smell when entering the car -In regards to me declining the "Buy Happy" program, this is trueI was under the impression that all cars sold at Morrie's are covered by "Buy Happy" program (you see it everywhere - advertisements, your website, on the license plate holders)I thought that I was declining an extended service program which entitled me to free oil changes, car washes, and battery replacementSince my car was a hybrid, I was told I was exempt from the oil changes and battery replacement, so I was advised that it wouldn't be worth it by my salesperson Because I came to Morrie's specifically looking for a Lexus CT200H, and there are none in inventory (according to your website), I would prefer to return the car completely so that I can find this specific car somewhere else
I appreciate you forwarding me this responseI was made aware of the situation this morning and I am working on itWe purchased the vehicle from Manheim Auction and we are working with them to get the lien releaseI apologize for any inconvenience this may have caused the customerI will reach out to themThank youBob [redacted] General Manager
Response received via e-mail to Revdex.com from Mike [redacted] of Morrie's Cadillac:The first paragraph was a conversation Mr [redacted] had with our sales manager.“It started out when Mr [redacted] called in after he purchased the vehicle and wanted to buy back the vehicle he traded inHe had stated that he made a mistake by trading in the vehicle and wanted to buy it back for the amount we gave him on tradeI had it priced on my lot at a specific number, but I understood that he made a mistake and I wanted to help him out as much as possibleI explained to him that I would be willing to sell him back the vehicle he traded but it wouldn’t be at the price we gave him on trade because we had already spent money on the vehicle (inspection and detailing)I worked out a price for him but he wasn’t understanding.”This paragraph is the conversation Mr [redacted] and I had.When Mr [redacted] called in, he spoke to me and explained the story He went on about how he is a Pastor at a church here in Minneapolis and that it was recommended by his congregation to come to the dealershipI thanked him for coming in and purchasing the vehicle I then mentioned to him that I would be more than willing to help him with his repairs in our service department at our internal shop rate He refused, stating the car was already at BMW being worked on and that he could not trust us to perform the work I reminded him that he signed documentation stating that it was an “as-is” vehicle and legally we are not obligated to anything, however I was willing to help the situation At that time, I asked him what he would like me to do, since we could not perform the work He wanted $that he paid BMW for the repairs, and I stated to him that is their retail price and I did not believe that to be a fair number He was unwilling to settle for anything less and said that he did “Buy Happy” and I should pay him because he thought we were a reputable company I mentioned to him that if he came up with a number that was reasonable I would help him out even though the vehicle was as-is Still haven’t heard back from him
Initial Business Response / [redacted] (1000, 5, 2016/03/09) */ My name is Ron [redacted] and I am the Service Director for Morries CadillacI have been in touch with [redacted] and have reviewed the picture of the connector for the steering moduleWe quoted him replacement of the connector due to a poor connection, [redacted] continued to drive the vehicle this way and didn't fix the steering connectorDue to the poor connection which was causing a high resistance in the wiring and connector, it melted the connectorThis has no correlation with the timing chain job we performed under ***s extended warrantyWe are not willing to pay for the repairs as they were quoted to [redacted] and he chose to drive his car as is which lead to further damage to the melted connectorAs goodwill from Morries Cadillac we are willing to reimburse the diagnosis charge of $as requested by ***We value our customers and are willing to do this in good faith
Initial Business Response / [redacted] (1000, 6, 2015/12/08) */ Morrie's Cadillac will be refunding the client $129.99, which will cover the enrollment fee($89.99) along with the synthetic oil change charge ($40.00) Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/08) */ Left VM for consumer, advising that case will be closed 'Resolved' at this time Told consumer that if refund is not received within a reasonable timeframe, can contact Revdex.com to have case re-opened for follow-up
It was completely our faultThe cancelation form was submitted to our office weeks ago but was miss placedWe are cutting a check to the bank today and we are over knightingThe customer should see the refund posted to his account in the next week or so.I will have one of my Business Managers reach out to the customer and apologize for the inconvenienceBob [redacted] General Manager
Initial Business Response / [redacted] (1000, 5, 2016/03/01) */ My name is Joe ***, and I'm the General Manager at Morrie's CadillacWhile the vehicle was sold "as-is" without a warranty, we will diagnose the issue free of charge to Mr[redacted] Once the issue is diagnosed, we will make a decision on the next stepsPlease contact Ron [redacted] , who is the service manager at Morrie's Cadillac to schedule an appointmentRon can be reached at [redacted] Thank you, Joe Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I test drove the jeep it worked fine, couple of days later when I went to pick it up it could not start in the presences of jabbar your sales repWho advised me that they had replaced the battery and it could be it was a new batterySecondly I started dealing with Mike [redacted] who advised me to bring it in for dignosis, which I was advised by your service department to seek further assistance from jeepI paid $for dignosisI am not sure what dignosis you offering ? when I purcased the jeep I was looking for a reliable car that runs as it did during the test drive