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]
On March 30th, 2016. I scheduled an 7:30 am appointment for my 2010 [redacted] CTS.
I had two issues that I needed diagnosed. One was an oil gage issue. Second one was for a unknown noise coming from the front end.
The service representative inform me that there would be a $75.00 diagnosis fee. That charge would be waived if I excepted the quote. I agreed.
They asked if I would like a trade in assessment while I waited for my car to be diagnosed. I agreed.
At 9:00 am the sales representative came to discuss new car interests and my trade in evaluation.
The general manager came in and said she was going to do the evaluation, she was confused as to what vehicle was mine and asked me if another customers silver CTS was mine.I replied no, my car is the black CTS. General manage comes back in and said, it shows the you are the third owner. I replied, No we leased the car originally new, when lease was up we purchased the car. Came in the third time and told me the we couldn't make a deal with my car. Also told me my car needs new tires. And I replied I find that hard to believe, they have about 10,000 miles on them.
Now after all this,the service representative is getting together my quote. Giving me a list of things on there that I didn't request. All adding up to $3,800. Had the service representative contact my husband and we declined.The service representative handed me the paperwork and $150.00 not $75.00 was my bill. I asked why is that ? He said , $75.00 for everything you requested us to look at is $75.00. He never told me that. Walking over to the cashier we are discussing it and the cashier can hear our conversation. Go in now, she has a attitude towards me. She grabbed the paperwork out of me hand,and I said, please give me that back, she said no it was the dealerships. I will give you a copy. Then she rolled her eye at the service representative. I said don't roll your eyes. She replied i'm not, just smiling. I replied there is nothing to smile about in here. I don't agree with the $150.00 bill. I paid my bill , just so I could leave the dealership. I feel I was totally taking advantage of, I spent 4.5 hours at the dealership only to be humiliated and totally disgusted.
I feel that this whole experience was unacceptable and no one should ever have to go through with what I experienced.
I have filled out a survey through Cadillac of Naperville, and I have not heard a respond yet.
You assistance is greatly appreciated.
Sincerely,
Abigail [redacted]
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]
Happy with the service, bought a truck and was in and out quick. Paperwork was ready, car was detailed and full of gas. Keep up the great work and thank you again.
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.
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.
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]
On March 30th, 2016. I scheduled an 7:30 am appointment for my 2010 [redacted] CTS.
I had two issues that I needed diagnosed. One was an oil gage issue. Second one was for a unknown noise coming from the front end.
The service representative inform me that there would be a $75.00 diagnosis fee. That charge would be waived if I excepted the quote. I agreed.
They asked if I would like a trade in assessment while I waited for my car to be diagnosed. I agreed.
At 9:00 am the sales representative came to discuss new car interests and my trade in evaluation.
The general manager came in and said she was going to do the evaluation, she was confused as to what vehicle was mine and asked me if another customers silver CTS was mine.I replied no, my car is the black CTS. General manage comes back in and said, it shows the you are the third owner. I replied, No we leased the car originally new, when lease was up we purchased the car. Came in the third time and told me the we couldn't make a deal with my car. Also told me my car needs new tires. And I replied I find that hard to believe, they have about 10,000 miles on them.
Now after all this,the service representative is getting together my quote. Giving me a list of things on there that I didn't request. All adding up to $3,800. Had the service representative contact my husband and we declined.The service representative handed me the paperwork and $150.00 not $75.00 was my bill. I asked why is that ? He said , $75.00 for everything you requested us to look at is $75.00. He never told me that. Walking over to the cashier we are discussing it and the cashier can hear our conversation. Go in now, she has a attitude towards me. She grabbed the paperwork out of me hand,and I said, please give me that back, she said no it was the dealerships. I will give you a copy. Then she rolled her eye at the service representative. I said don't roll your eyes. She replied i'm not, just smiling. I replied there is nothing to smile about in here. I don't agree with the $150.00 bill. I paid my bill , just so I could leave the dealership. I feel I was totally taking advantage of, I spent 4.5 hours at the dealership only to be humiliated and totally disgusted.
I feel that this whole experience was unacceptable and no one should ever have to go through with what I experienced.
I have filled out a survey through Cadillac of Naperville, and I have not heard a respond yet.
You assistance is greatly appreciated.
Sincerely,
Abigail [redacted]
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]
Happy with the service, bought a truck and was in and out quick. Paperwork was ready, car was detailed and full of gas. Keep up the great work and thank you again.
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.
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.