AutoTeam Delaware

Dear Revdex.com, Mr [redacted] purchased a pre-owned Cadillac on March 31, It came with our standard day, mile used car warrantyMr [redacted] also purchased an extended warrantyOn July 26th he brought the car into the Cadillac service department and asked for several items to be fixedElectronic items are not covered under his extended warranty but our service manager says he MIGHT have coverage for his tire depending on what caused the failureWe are not aware of any promises made by his sales consultant or our service managerBefore a rational discussion of his options could occur, Mr [redacted] became very agitated, and according to our people who were present, began to holler and use inappropriate languageIt became so bad that our Service Director asked him to leave the premisesHis repair issues, therefore, never were resolved We are always willing to stand by our responsibilities and are certainly willing to discuss how we can be of further service to Mr [redacted] I would suggest that we change the people he is dealing with so we can start fresh with this Mr [redacted] ’s contacts should be his sales consultant, [redacted] General ManagerI am sure we can work with him to try to address his issuesHe should contact them at [redacted] I have attached copies of his purchase order, our used car warranty, and the repair order dated July Let me know if you need any further information

Dear Revdex.com, Mr [redacted] purchased a pre-owned Cadillac on March 31, It came with our standard day, mile used car warrantyMr [redacted] also purchased an extended warrantyOn July 26th he brought the car into the Cadillac service department and asked for several items to be fixedElectronic items are not covered under his extended warranty but our service manager says he MIGHT have coverage for his tire depending on what caused the failureWe are not aware of any promises made by his sales consultant or our service managerBefore a rational discussion of his options could occur, Mr [redacted] became very agitated, and according to our people who were present, began to holler and use inappropriate languageIt became so bad that our Service Director asked him to leave the premisesHis repair issues, therefore, never were resolvedWe are always willing to stand by our responsibilities and are certainly willing to discuss how we can be of further service to Mr [redacted] I would suggest that we change the people he is dealing with so we can start fresh with thisMr [redacted] ’s contacts should be his sales consultant, [redacted] General ManagerI am sure we can work with him to try to address his issuesHe should contact them at [redacted] I have attached copies of his purchase order, our used car warranty, and the repair order dated July Let me know if you need any further information

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards,

Dear Revdex.com, I have completed my investigation of this issue and am somewhat embarrassedAccording to our Cadillac sales manager, [redacted] has stated the situation accuratelyShe came in, took a test drive, and was told incorrectly that she would receive a test drive certificatePlease read the rules below as issued by Cadillac: TEST DRIVE OFFER: During The Cadillac Spring Event, current nowners and lessees can test drive a ATS and get a $Visa® Prepaid CardAt participating dealers onlyOffer valid while supplies last or until 3/31/Must show proof of ownership of a or newer nvehicleMust be years of age with valid driver’s license and proof of insuranceAllow 4-weeks for deliveryOffer is not transferable, nonnegotiable and not redeemable for cashTest drive lasts approximately minutesSee [redacted] for complete rules and details We had problems, our supplies had run out, the client had to have proof that they were a nowner, and I believe test driving an SRX did not qualifyTherefore, [redacted] did not qualify for the offer and we should have told her immediately at that timeThere was confusion as to how to deal with this complicated program from Cadillac and so it appears that nobody here could supply her with the proper information about itThis is our fault Therefore, we have sent a check to [redacted] for the $that she will never receive from CadillacI apologize for the confusion and non-communication or faulty communication with her by our staffThis issue should never have arisen to the level of a consumer complaint I have copied [redacted] so she can see our response quicklyLet me know if you require any further information [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I truly appreciate that they took responsibility for the issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards,

Please see attached response [redacted] 302-656-Dear [redacted] We have been working with the [redacted] ’s to help them get a different vehicle that they would more preferToday, we traded the Subaru back on a HondaThey had a significant opportunity to test drive the Honda and then think about the transaction.I believe all is now resolved.Very truly yours, [redacted] President

Dear Revdex.com: Mr [redacted] ***, our General Manager, spoke with Ms [redacted] and apologized that [redacted] did not follow through with her request for information regarding map updates for her navigation systemHe explained that General Motors periodically will attempt to sell updates to our clientsOur service department usually recommends an interval of years or so but it is up to our clients as to when and if they would like to purchase an update.Mr [redacted] did not know the answer to her query and failed to respond properlyThis should have been referred immediately to our service people for clarificationWe offered to send Ms [redacted] a certificate for a vehicle detail service valued at $as a gesture of goodwillIf you have any questions or concerns, do not hesitate to contact me [redacted]

Dear Revdex.com and [redacted] I have reviewed the email chain and spoken again to the individuals involvedOur internet client relations person, ***, was referring to the color and equipment match and not the pricing aspect of the transactionIn no way is this correspondence a legally binding contract and we have no obligation at all to make any further offers or adjustments That being said, I am upset and regret that such a misunderstanding occurred and was not resolved prior to a Revdex.com complaint being filedI understand that [redacted] does not want to do business with usHowever, I would want to do something to show him our goodwill Therefore, I am willing to offer him a credit of $toward any service, parts, or vehicle (new or used) at any of our dealerships, Delaware Cadillac, Delaware Subaru, Delaware Saab, or Kia of WilmingtonThis credit would also be good toward any accessory purchase, or body shop repair at Delaware Cadillac Body Shop I would be pleased if he would accept this credit that he could use within the next months Let me know if this is acceptableIf so, I will send to the address he provides [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Dear Revdex.com of Delaware:
We are very sorry for the confusion surrounding this transactionThe USAA website *** *** used allows him to “build” a hypothetical car without the constraints that the
factory uses to configure their vehiclesOnce on that website, the special price that we agree to honor is then specified
The vehicle that *** *** “built” is simply not availableHe desired a cylinder Sorento with a 3rd seatWe can only get certain configurations from Kia and what he desires requires more expensive packages
*** *** is an internet specialist that is tasked to set up appointments so that a qualified sales consultant can deal with a clientOur sales consultants are trained in product knowledge and availability of certain colors and option packages, *** is notUnfortunately during her conversations with *** ***, she mentioned we had a car in stock that appeared to meet his specificationsIt turned out that the vehicle we had was significantly more moneyShe was not authorized to commit the company to transaction prices
We will honor the discount that was available to *** *** on any comparable car he wants to purchase even though the program states that the vehicle must be in stockWe just cannot manufacture a vehicle that does not existWe will also include a maintenance package worth several hundred dollars if he chooses to do business with usThis is in addition to his special price and will be a goodwill adjustment on our part
If there are any questions please do not hesitate to contact me
Very truly yours,

Dear Revdex.com, we have investigated this and found that the zero deductible on the service contract was written in errorTo resolve this, we have refunded the $deductible charged on the repair to our clientIn the future, if needed repairs are performed at one of our dealerships, we will be able to
handle the deductible confusion internallyTherefore, I urge our client to bring his car to us for needed repairsI am very sorry for the confusion surrounding this matter.*** ***President

Dear Revdex.com,The payoff problem is resolvedI don't believe there are any negative consequences due to the delayThe intial amount was incorrect and our system (and the bank's) applied the payments and balances incorrectlyI believe that our client should never have been inconvenienced by
this and that if we had communicated with her promptly and returned her phone calls, it never would have risen to a Revdex.com complaintObviously, we apologize for the poor communicationWe will learn from this and do better in the future.If there are any unresolved issues or any further information is required, please do not hesitate to contact me directly.*** ***
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Please see attached response.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response basically asked that I reply with why I think it's a legally binding offerI emailed that response along with what *** sent me directly to *** ***I have not received a response and am attaching that in my response here
Regards,

In order to resolve this matter we will issue a check to Ms*** for $as a goodwill resolution even though we disagreeThanks for the opportunity to put this to rest. AutoTeam Delaware

Dear Revdex.com:Mr*** ***, our General Manager, spoke with Ms*** and apologized that *** *** did not follow through with her request for information regarding map updates for her navigation systemHe explained that General Motors periodically will attempt to sell updates to our clientsOur
service department usually recommends an interval of years or so but it is up to our clients as to when and if they would like to purchase an update.Mr*** did not know the answer to her query and failed to respond properlyThis should have been referred immediately to our service people for clarification.We offered to send Ms*** a certificate for a vehicle detail service valued at $as a gesture of goodwill.If you have any questions or concerns, do not hesitate to contact me.*** ***
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Dear Revdex.com, I have reviewed the complaint and discussed it with the people involvedWe are sorry that there appears to be a definite lack of communication regarding this client's desire to purchase a vehicle*** ***, our General Sales Manager, is in contact with her and we will retry the
financing processA pre-approval from Capital One does not automatically allow a client to finance a purchaseThe transaction must comply with several stipulations set up by the bank and up till now that has not occurredWe are beginning the process again and will explain everything as we continue through to a conclusionI will update the Revdex.com once the status changes.*** ***PresidentAutoTeam Delaware

Please see attached response.*** ***302-656-3100Dear *** ***We have been working with the ***’s to help them
get a different vehicle that they would more preferToday, we traded the
Subaru back on a HondaThey had a significant opportunity to test drive the
Honda and then think
about the transaction.I believe all is now resolved.Very truly yours,*** ***President

In order to understand the issues, please forward to me for my review the the specific offer on the specific vehicle and indicate to me why the offer may be legally binding