AutoTeam Delaware

Dear Revdex.com, Mr. [redacted] purchased a pre-owned 2008 Cadillac  on March 31, 2016. It came with our standard 30 day, 1000 mile used car warranty. Mr. [redacted] also purchased an extended warranty. On July 26th he brought the car into the Cadillac service department and asked for several items to be...

fixed. Electronic 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 failure. We are not aware of any promises made by his sales consultant or our service manager. Before 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 language. It became so bad that our Service Director asked him to leave the premises. His 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 Manager. I am sure we can work with him to try to address his issues. He should contact them at [redacted]. I have attached copies of his purchase order, our used car warranty, and the repair order dated July 26. Let me know if you need any further information.

Dear Revdex.com and [redacted]
 
I have reviewed the email chain and spoken again to the individuals involved. Our internet client relations person, [redacted], was referring to the color and equipment match and not the pricing aspect of the transaction. In 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 filed. I understand that [redacted] does not want to do business with us. However, I would want to do something to show him our goodwill.
Therefore, I am willing to offer him a credit of $400 toward any service, parts, or vehicle (new or used) at any of our dealerships, Delaware Cadillac, Delaware Subaru, Delaware Saab, or Kia of Wilmington. This 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 24 months.
Let me know if this is acceptable. If so, I will send to the address he provides.
[redacted]
[redacted]

Dear Revdex.com,I am sorry it has taken so long to answer this complaint. On 1/2/17 Ms. [redacted] purchased a preowned vehicle subject to the information she stated in her credit application. When we submitted the loan package to the finance source they required proof of income that was stated on the signed...

application.Eventually, it was determined that the stated income could not be proven and, at that time, we demanded the return of our vehicle. Ms. [redacted] states that she returned the car on 1/21/17. We refunded to her $250.00 on 1/30/17. The difference represents the use of the vehicle for about 3 weeks.Please let me know if you consider this a fair resolution of the matter. Please let me know if there are any further questions or concerns. [redacted]PresidentAutoTeam Delaware[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,
I have completed my investigation of this issue and am somewhat embarrassed. According to our Cadillac sales manager, [redacted] has stated the situation accurately. She came in, took a test drive, and was told...

incorrectly that she would receive a test drive certificate. Please read the rules below as issued by Cadillac:
TEST DRIVE OFFER:
During The Cadillac Spring Event, current non-gm owners and lessees can test
drive a 2014 ATS and get a $100 Visa® Prepaid Card. At participating dealers
only. Offer valid while supplies last or until 3/31/14. Must show proof of ownership
of a 2004 or newer non-GM vehicle. Must be 21 years of age with valid
driver’s license and proof of insurance. Allow 4-6 weeks for delivery. Offer is
not transferable, nonnegotiable and not redeemable for cash. Test drive lasts
approximately 30 minutes. See [redacted] for complete rules and
details.
We had 3 problems, our supplies had run out, the client had to have proof that they were a non-GM owner, and I believe test driving an SRX did not qualify. Therefore, [redacted] did not qualify for the offer and we should have told her immediately at that time. There 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 it. This is our fault.
Therefore, we have sent a check to [redacted] for the $100 that she will never receive from Cadillac. I apologize for the confusion and non-communication or faulty communication with her by our staff. This issue should never have arisen to the level of a consumer complaint.
I have copied [redacted] so she can see our response quickly. Let me know if you require any further information.
[redacted]

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 system. He explained that General Motors periodically will attempt to sell updates to our...

clients. Our service department usually recommends an interval of 5 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 properly. This should have been referred immediately to our service people for clarification.
We offered to send Ms. [redacted] a certificate for a vehicle detail service valued at $199 as a gesture of goodwill.
If you have any questions or concerns, do not hesitate to contact me.
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
I would like the full refund of my deposit, I have no documentation saying I was going to pay charges and subject to the vehicle being requested back, if you are unable to resolve this in a more timely fashion I will have no choice but to have a court of law decide for you to do the right thing. Regards,
[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.

Dear Revdex.com,
Mr. [redacted] purchased a pre-owned 2008...

Cadillac  on March 31, 2016. It came with our standard 30 day, 1000 mile used car warranty. Mr. [redacted] also purchased an extended warranty. On July 26th he brought the car into the Cadillac service department and asked for several items to be fixed. Electronic 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 failure. We are not aware of any promises made by his sales consultant or our service manager. Before 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 language. It became so bad that our Service Director asked him to leave the premises. His 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 Manager. I am sure we can work with him to try to address his issues. He should contact them at [redacted].
I have attached copies of his purchase order, our used car warranty, and the repair order dated July 26. 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,

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]
302-656-3100
Dear [redacted]We have been working with the [redacted]’s to help them
get a different vehicle that they would more prefer. Today, we traded the
Subaru back on a Honda. They 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, I am sorry for the tardy response. When we received the Revdex.com inquiry we immediately investigated and determined that Ms. [redacted] was correct. Our policy is to refund to the finance source when it is confirmed that the funds are received by our vendor. Please see the copies of checks that were...

sent to Chase Auto Finance.We are sorry for the miscommunication on this matter but I believe it is now fully resolved.We appreciate Ms. [redacted]'s business and I am glad I had the opportunity to work on this.[redacted]President

[redacted] I have tried to contact this person several times by both the phone given (out of service) and email and have not received a response. When a used car is traded to us, we fill out a DMV form that notifies Delaware that the used car now belongs to us. The tag is not removed and sent back to...

the DMV. It appears that the error is purely on the part of the DMV. I hope she did not pay a fine without contacting us.

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,

Review: I purchased a new vehicle on Dec. 18, 2014, at that time I traded in my vehicle. My car payment on the car I traded in was on the 30th of each month. I have NEVER been late paying any of my payments so I was concerned when a couple weeks after I traded my car in that it hadn't been paid off. So I called numerous times, left several messages. Nobody would call me back!! Finally on Jan. 7, 2015-I demanded to speak with someone & I wouldn't get off the line until I spoke with someone. (I spoke with [redacted] in the morning) he said he would get back to me, which he didn't bother to call me back. I waited until the end of the day & called him back and said "oh yeah that the paperwork was completed on Jan. 1, 2015 & the check was mailed out then, it should clear any day now". He sounded as if he had NO intentions on returning my call!! Now this is my credit which I worked so hard to never miss any payments & I felt like there was NO concern about that!! I kept checking my account & I gave it another week & still it was not paid off. On Jan. 14, I began calling again. Same issues with not receiving any calls back & NOBODY is ever available to speak with!! I called again on Jan. 15 & asked to speak directly with [redacted] (I remembered she was the woman who I signed all my documents with at the time of my new car purchase) She said she would look into my account & call me back. She called me back a few hours later & stated that. It was their mistake & an overlook in their office the check was NEVER sent out & they were going to overnight the check to my bank that day, my paperwork was just sitting in their office!!! So again I kept checking my account & calling my bank because it was getting closer to the date of hitting 30 days & I was getting nervous, because I would have to had to make both my new car payment & my old car payment myself. Anyhow, I called again on the 20th & spoke with [redacted] again & he then stated that he couldn't track the check because it wasn't overnighted they sent it regular mail. At this point I am BEYOND livid!! No care or concern at all about my credit or late fees!! I called again on 22nd & then spoke with a woman (I don't remember her name) she had to look into my account & call me back because it still wasn't showing on my account that it was paid. She called me back fairly quickly & stated the payment was done electronically through the website, to call my bank & have them check it since it takes a few days to clear. Clearly NOBODY there knows whats going on with my paperwork & doesn't care!I Because it went from being mailed out, to not being mailed out, to being overnighted, then not, then done electronically!! What a JOKE!! Anyhow, I called my bank right away & my account was all but paid but approx. $ 200.00. They also told me they sent a notice to Delaware Cadillac stating that the account isn't paid in full! I then called D.C. back right away & spoke with [redacted] again & told her there is still a balance on my account, thats its not fully paid off. She said she would go speak with someone in finance to see whats going on & have it taken care of. Its now Feb. 17th & I tried calling 3 times since, NO return calls & my account is still not paid off. I just left a message through their website in hopes that something can be done. But I haven't heard anything yet. This is just crazy at this point!! They already resold my old car & they haven't even paid it off yet!!!Desired Settlement: I want them to payoff my car loan in full, so I can be done with Ally & have the account closed out on my credit!

Business

Response:

Dear Revdex.com,The payoff problem is resolved. I don't believe there are any negative consequences due to the delay. The intial amount was incorrect and our system (and the bank's) applied the payments and balances incorrectly. I 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 complaint. Obviously, we apologize for the poor communication. We 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.[redacted]

Consumer

Response:

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

Review: Went to buy a car today. After 2 hours of negotiation and with the salesman at the auto team in Wilmington, De. We shook hands and came to an agreement. The salesman's name was [redacted] and he was wonderful and nice. My issue is not in anyway with him. [redacted] even called his boss and confirmed that the price we agreed on was okay before we decided to drive to his main dealership to fill out the paperwork. Once we got there an older gentleman who I would assume is the manger, who introduced himself to us as [redacted]ooked us up and down and then loudly started to not only talk down to us and say (please note this was before we even discussed price with [redacted] that we did not understand the deal and that he would not honor the price that [redacted] and I agreed upon. Not only would he not honor our already agreed upon terms but then had his other salesmen come over gang up on us and tried to pressure us into his new set of terms and that the price on the car was non-negotiable.

I did not like the way he felt he could talk to me. I did not like the renig of the offer AFTER I shook hands with his salesman, and I did not like the way he repeated the same thing over and over only louder each time not realizing that even with [redacted] confirmation what we already agreed upon for the car. I do not even know how it is possible for [redacted] to work in such a strong customer service industry yet still maintain his employment. [redacted] also looked at us as punk kids instead of paying customers not realizing I make more in a month what he makes in a year. However, I will not formally issue a complaint of blatant age discrimination - even though that is clearly what it is.Desired Settlement: I would like the salesman, [redacted], to receive the commission he WOULD have gotten had the manager not changed his mind on the price and then come over and refused to honor our deal. Not only did [redacted], the manager [redacted] all over our deal but he talked down to us in a loud degrading form and had his other employees gang up on us repeating the listed price over and over.

Business

Response:

Dear Revdex.com, I have investigated this complaint and have attached an email from our sales consultant, [redacted] In his email he explains that this was a negotiation for a car that just became a misunderstanding over the pricing of the vehicle. The client became upset when we explained that we would have to collect the Maryland tax and tags at the time of delivery. If the client was paying cash (vs. finance) then they could have tagged the car themselves. They obviously thought that we had control over this situation when we just don't. I apologize for our sales manager and our finance manager if they thought they were talking down to her, when she was having difficulty understanding the situation regarding the tax and tags.

Please let me know if you think there is anything else we should do. Kindell would still like to sell her a car.

Review: Back on May 28, 2015 I spoke with April in the financing department about cancelling some of the add on’s on my new car I purchased (extended warranty and tire protection plan). The total amount of the cancellation is $3,385.00. I was informed that this would be taken care of within six weeks and I should see a credit on my loan account. As of 9/9/2015 the credit to my loan account is not there. I called the third party companies to see if the policies were actually cancelled and I was told they were cancelled and Auto Team Delaware has the check and are responsible for issuing the refund. They have not done so. Every time I call, I get bounced around to several different people and none of them have a record of my cancellation. I have proof of my request for cancelation on May 28th, and numerous e-mails requesting an update.Desired Settlement: Auto Team Delaware needs to issue a refund right away. The car is financed so I am paying interest on services I no longer require. Also, the high balance could be effecting my credit score. They should refund me the interest I have paid since July 9th, 2015 since that is when the cancelation was supposed to be finalized. I have wasted too much time trying to contact these people.

Business

Response:

Dear Revdex.com, I am sorry for the tardy response. When we received the Revdex.com inquiry we immediately investigated and determined that Ms. [redacted] was correct. Our policy is to refund to the finance source when it is confirmed that the funds are received by our vendor. Please see the copies of checks that were sent to Chase Auto Finance.We are sorry for the miscommunication on this matter but I believe it is now fully resolved.We appreciate Ms. [redacted]'s business and I am glad I had the opportunity to work on this.[redacted]President

Consumer

Response:

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

Review: The sales manager gave a buy amount of our leased cars to the salesperson to offer us towards the lease of a 2015 Cadillac SRX. We agreed and leased the car. However the salesperson or persons involved to payoff our used, leased cars did not follow through completely (did not return used, leased cars back to Mercedes Benz or pay the amount that should've been paid for Delaware Cadillac to own the cars.) This dealership is obviously very disorganized and to this day has not closed out our old accounts with Mercedes Benz. Have not been contacted by anyone in almost a week. This issue has now been addressed with the state as well.Desired Settlement: Delaware Cadillac must fulfill the requirements and requests of Mercedes Benz Financial so we can have both closure and have our credit reports reflect this.

Business

Response:

Please see attached response.[redacted]

Review: I received an offer in writing via e-mail from [redacted] offering a specific vehicle, [redacted] for 23.7k plus taxes and tags. The total would have been roughly 25.2k. I had been corresponding by email with [redacted] and had given very specific details about what I was looking for and the fact that I only saw more expensive models on the website. She said that they had models in stock that met my criteria that I could drive that day and went on to say that my price would be the 23.7k and explicitly provided a link to the VIN # above. I had explained in my emails that I didn't want to waste her time or mine which was why I was so specific in my correspondence. Based on what I consider to be a firm offer on a vehicle price in writing from [redacted], I agreed to go and purchase the vehicle. When I went they said it was a mistake. And they wouldn't honor the offer. I spoke with a sales rep, then the sales manager, and the following day I spoke with the GM, [redacted] by phone. [redacted] indicated that he thought I was right in my stance, but that he wasn't going to lose that much money on a deal. What I was originally asking for was a 4 cyl. FWD LX with a 3rd row that had white exterior and black interior, which showed a price 23.7k online via USAA's car buying service. They ended up saying the 3rd row requires the luxury package so the price is higher and somehow [redacted] showed the vehicle she offered me at 23.7k as a match even though it had the luxury package and was a 6cyl. [redacted] said he'd be willing to meet in the middle and look to get the 4cyl with the 3rd row with the luxury package at that price and asked about other colors. I am only interested in white exterior with black interior. I was not happy with [redacted]'s response because if a business makes an offer, they should have the integrity to follow through on it regardless of whether or not it was a mistake. I did still agree to let them see what else they could find and contact me back. A sales person, [redacted] began contacting me on [redacted]'s behalf. He was unable to come up with a 4cyl 3rd row luxury package with the appropriate color scheme and seemed to be saying he wouldn't do it for the 23.7k. I had some additional discussions surrounding the original vehicle I was promised at 23.7k that went nowhere.Desired Settlement: At this point, I don't trust this dealership. They indicated it was roughly a 4k mistake on their end so I'd like they to cut me a check for $4,000 so that I can apply that towards a similar vehicle at another dealership.

Business

Response:

Dear Revdex.com of Delaware:

We are very sorry for the confusion surrounding this transaction. The USAA website [redacted] used allows him to “build” a hypothetical car without the constraints that the factory uses to configure their vehicles. Once on that website, the special price that we agree to honor is then specified.

The vehicle that [redacted] “built” is simply not available. He desired a 4 cylinder Sorento with a 3rd seat. We can only get certain configurations from Kia and what he desires requires more expensive packages.

[redacted] is an internet specialist that is tasked to set up appointments so that a qualified sales consultant can deal with a client. Our sales consultants are trained in product knowledge and availability of certain colors and option packages, [redacted] is not. Unfortunately during her conversations with [redacted], she mentioned we had a car in stock that appeared to meet his specifications. It turned out that the vehicle we had was significantly more money. She was not authorized to commit the company to transaction prices.

We will honor the discount that was available to [redacted] on any comparable car he wants to purchase even though the program states that the vehicle must be in stock. We just cannot manufacture a vehicle that does not exist. We will also include a maintenance package worth several hundred dollars if he chooses to do business with us. This 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,

Business

Response:

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.

Consumer

Response: