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Centennial Leasing & Sales of Arizona

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Reviews Centennial Leasing & Sales of Arizona

Centennial Leasing & Sales of Arizona Reviews (4)

I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
The vehicle went through [redacted] inspection process on Friday, October 2, 2015.  [redacted] informed us late afternoon on October 2, 2015 that their inspection was completed and the vehicle did not need anything but a new windshield wiper for the rear window. 
Toyota’s certified used vehicle definition and interpretations are very clear; see attached page from their brochure stating they do a 160 point check and number 7 is the interior condition and appearance.  Interior leather are free of holes, rips, tears, excessive wear or fading.
[redacted] texted us on October 3, 2015, stating “I’ll be sure you guys get to see it before you sign any paperwork don’t worry about that factor”.  He then texted, “I’m sending it for a 150 dollar detail to make sure it’s immaculate.  Probably around 2 p.m. at the latest Monday.”
By 1 p.m. on Monday, October 5, 2015 we had not heard from [redacted] and were having uneasy feelings about things.  We left [redacted] a voice message reminding him that Dave had to be at work by 3 p.m. and if we didn’t get together by 2 p.m. the deal would not happen.  Evelyn had taken the day off work.   [redacted] called back immediately and we asked where the location of the vehicle was right now; he said it went through the emission testing in the morning and then was at the “detail” shop since then.We met at 2 p.m. at the credit union and signed the loan papers and Centennial’s papers including the power of attorney form for the trade-in of our vehicle. 
On October 6, 2015 [redacted] emailed that he can’t find the power of attorney documents.  He asked us to sign and return new ones and said his leather guy would contact us directly to arrange the leather repair.  On October 9, 2015 [redacted] mails us new power of attorney documents and asks us to sign and send them in stamped envelope stating they could not use the scanned emailed versions.   On October 20, 2015 [redacted] emails that the power of attorney forms need to be signed in the presence of a notary; which we informed them and noted on our complaint emails to the Centennial team on October 16, 2015.
At delivery we mentioned the small dots of paint on the headlights were still present to make a point.  We were told the delay of delivery was because it was at their detail shop all day so it would be immaculate.   The small dots of paint should not have still been there then.  In addition two items from the previous owner were found in the vehicle.  At delivery I asked [redacted] what took so long with the detail and he said there was water spots on the roof that he wanted to make sure were gone.  Yet the most crucial item to us was the condition of the interior driver seat leather.  The leather was a huge selling point to us and at the test drive when we agreed to purchase the vehicle, the interior leather was in excellent condition.  At delivery, it had a long (at least eight inches) deep scratch that [redacted] first tried to pretend he didn’t know if it was there originally or not.  Then he joked we were going to use a seat cover anyway.  The leather seats are electric and heated.
We attached an email from [redacted] on October 5, 2015 where he says he is in agreement that the driver seat was messed up while in Centennial’s possession. 
The leather guy, [redacted], told us when he repaired the driver seat that it would still be visible because the style leather to begin with is not smooth but has “lines” in the design.  A picture of the seat at delivery is attached.  The area is a high traffic one and the possibility of it becoming worse over time is now greater since it has been compromised.
The condition of the interior leather seats was a big selling factor to us and the car was not delivered in the same condition as when we took it for a test drive and agreed to purchase it.  We would not have filed the complaint if they would have just been honest with us on what really happened to the seat and made a better effort to make sure we were satisfied.  To date [redacted] never followed up with us regarding the leather seat; the only follow-up from him is on the power of attorney form.Please let us know if any other copies of emails, or texts, pictures, contracts or warranties are needed.  We will send a picture of the seat condition now to the GM at our earliest convenience.
Thank you

Regards,

Please reread my original response as I have already offered to take care of the paint on the headlights and want to see what can be done with the leather.  
I would like the [redacted]s to forward me a picture of the completed work. In addition, they can make an appointment with us to bring the vehicle in for the headlight paint removal and I would like to personally see the repaired area. Once I take a look at the seat, I will see if there is anything else we can do. (Replacing the entire seat is not an option.) To make the appointment for the paint removal, contact our reconditioning manager [redacted].In the end we would like to make the [redacted]s happy, please have them contact me directly [redacted]Thank you,[redacted]General Manager[redacted]

October 21, 2015Dear On the evening of Thursday, October 01st, 2015, [redacted] and

[redacted] agreed to purchase a 2012 Toyota Venza Limited. This vehicle

was not in our inventory, but was located at another dealer, for the [redacted]s. When we acquire any...

pre-owned vehicle, our policy is to

have the vehicle inspected and certified through one of our 3rd party, independent repair facilities. Our experience has proven that the term ‘Certified

Vehicle’ has different definitions and interpretations in regards to levels of

reconditioning. When we put our name on a vehicle we want to make sure the vehicle

has been thoroughly mechanically evaluated. This is a process that does take time. On Monday, October

5th, I know our sales consultant, Mr. Camron Walter was being

pressured to get the vehicle completed and was even threatened by Mrs. Cagnetti

that if the Venza was not completed by 2:00 PM, the deal was off. In an effort

to appease the [redacted]s and work within their time constraints, Mr. Walter agreed

to meet them at their credit union office at 2:00 pm to finalize the loan. After

the loan was completed, Mr. Walter would then drive back and pick up the Venza,

returning back to meet the [redacted]s for delivery – this is what took place.

The delivery was not delayed due to anything over than the process was not

complete. This is our fault for allowing a customer dictate to us the length of

time necessary to properly prepare a vehicle for delivery. I assure you; we

will not let this happen again. At delivery the [redacted]s noticed that the small dots of

paint on the headlights were still present. While this is not a practice that

Centennial vendors use, many car dealers use a small colored dot of paint on

the headlights so they know which of their vendors have physically touched the

vehicle. It’s simply a dealership coding system. In my 23 years here, I have

never heard of anyone ever complaining about this. However, if the [redacted]s

make an appointment with us, I’m confident that one of our reconditioning

specialist would be happy to remove the paint dots for them.As for the scratched leather seat, I don’t know if it

happened before or after we received the vehicle. I do know that we sent our

leather repair vendor out and he repaired the scratch. He explained to me that

it was only cosmetic and that the seat was not torn or otherwise compromised. I

have since asked the [redacted]s for a picture of the completed repair, but have

not yet received it, I only have the before picture. I’m truly sorry that the [redacted]s feel that we were

trying to hide something, when in reality, the opposite was true. The vehicle

was in the process for about 1 ½ business days. Our goal is to make sure the

pre-owned vehicles that we deliver are as good as they can be for their

respective age, mileage and current level of previous wear and tear. This multi-step

process does take time. With all of this said, I would like the [redacted]s to

forward me a picture of the completed work. In addition, they can make an

appointment with us to bring the vehicle in for the headlight paint removal and

I would like to personally see the repaired area. Once I take a look at the

seat, I will see if there is anything else we can do. (Replacing the entire

seat is not an option.) To make the appointment for the paint removal, contact

our reconditioning manager [redacted].In the end we would like to make the [redacted]s happy,

please have them contact me directly [redacted]Thank you,[redacted]General Manager[redacted]

Review: Vehicle was delivered with a eight inch plus deep scratch/tear on the interior leather of driver seat which was not present when we took the vehicle for a test drive five days earlier. The vehicle is a certified used Toyota vehicle which means Toyota certified the vehicle interior leather was free of holes, rips, tears and excessive wear. We have in writing from the sales man that he would be sure we saw the vehicle before any paperwork was signed but he showed up to the signing without the vehicle saying it was still at the detail shop so it would be immaculate. We signed the paperwork around 2 p.m. and the vehicle was not delivered until hours later. He said it took so long at the detail shop because he wanted the water spots on the roof removed. He acted like the seat being deeply scratched was no big deal and asked if we planned on putting a seat cover over them anyway. The front headlight still had paint on it which he said would be taken care of and was not. He was dishonest through the entire process and it was the worst automotive buying experience we ever had; worst then going to a dealership directly.Desired Settlement: A "leather" guy came out and "fixed" the seat but the scratch is still visible and since it is on the driver seat which is a high traffic area, we don't believe this "fix" will hold up. The leather seats are heated and electric. The eight inch scratch/tear happened while in the possession of Centennial and they should replace the seat so it is in the condition it was when we took the car for a test drive and agreed to purchase it. The fact that they did not disclose what happened to the vehicle and delayed delivery until the paperwork was all signed shows their lack of integrity. They need to make this right.

Business

Response:

October 21, 2015Dear On the evening of Thursday, October 01st, 2015, [redacted] and

[redacted] agreed to purchase a 2012 Toyota Venza Limited. This vehicle

was not in our inventory, but was located at another dealer, for the [redacted]s. When we acquire any pre-owned vehicle, our policy is to

have the vehicle inspected and certified through one of our 3rd party, independent repair facilities. Our experience has proven that the term ‘Certified

Vehicle’ has different definitions and interpretations in regards to levels of

reconditioning. When we put our name on a vehicle we want to make sure the vehicle

has been thoroughly mechanically evaluated. This is a process that does take time. On Monday, October

5th, I know our sales consultant, Mr. Camron Walter was being

pressured to get the vehicle completed and was even threatened by Mrs. Cagnetti

that if the Venza was not completed by 2:00 PM, the deal was off. In an effort

to appease the [redacted]s and work within their time constraints, Mr. Walter agreed

to meet them at their credit union office at 2:00 pm to finalize the loan. After

the loan was completed, Mr. Walter would then drive back and pick up the Venza,

returning back to meet the [redacted]s for delivery – this is what took place.

The delivery was not delayed due to anything over than the process was not

complete. This is our fault for allowing a customer dictate to us the length of

time necessary to properly prepare a vehicle for delivery. I assure you; we

will not let this happen again. At delivery the [redacted]s noticed that the small dots of

paint on the headlights were still present. While this is not a practice that

Centennial vendors use, many car dealers use a small colored dot of paint on

the headlights so they know which of their vendors have physically touched the

vehicle. It’s simply a dealership coding system. In my 23 years here, I have

never heard of anyone ever complaining about this. However, if the [redacted]s

make an appointment with us, I’m confident that one of our reconditioning

specialist would be happy to remove the paint dots for them.As for the scratched leather seat, I don’t know if it

happened before or after we received the vehicle. I do know that we sent our

leather repair vendor out and he repaired the scratch. He explained to me that

it was only cosmetic and that the seat was not torn or otherwise compromised. I

have since asked the [redacted]s for a picture of the completed repair, but have

not yet received it, I only have the before picture. I’m truly sorry that the [redacted]s feel that we were

trying to hide something, when in reality, the opposite was true. The vehicle

was in the process for about 1 ½ business days. Our goal is to make sure the

pre-owned vehicles that we deliver are as good as they can be for their

respective age, mileage and current level of previous wear and tear. This multi-step

process does take time. With all of this said, I would like the [redacted]s to

forward me a picture of the completed work. In addition, they can make an

appointment with us to bring the vehicle in for the headlight paint removal and

I would like to personally see the repaired area. Once I take a look at the

seat, I will see if there is anything else we can do. (Replacing the entire

seat is not an option.) To make the appointment for the paint removal, contact

our reconditioning manager [redacted].In the end we would like to make the [redacted]s happy,

please have them contact me directly [redacted]Thank you,[redacted]General Manager[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The vehicle went through [redacted] inspection process on Friday, October 2, 2015. [redacted] informed us late afternoon on October 2, 2015 that their inspection was completed and the vehicle did not need anything but a new windshield wiper for the rear window. Toyota’s certified used vehicle definition and interpretations are very clear; see attached page from their brochure stating they do a 160 point check and number 7 is the interior condition and appearance. Interior leather are free of holes, rips, tears, excessive wear or fading.[redacted] texted us on October 3, 2015, stating “I’ll be sure you guys get to see it before you sign any paperwork don’t worry about that factor”. He then texted, “I’m sending it for a 150 dollar detail to make sure it’s immaculate. Probably around 2 p.m. at the latest Monday.”By 1 p.m. on Monday, October 5, 2015 we had not heard from [redacted] and were having uneasy feelings about things. We left [redacted] a voice message reminding him that Dave had to be at work by 3 p.m. and if we didn’t get together by 2 p.m. the deal would not happen. Evelyn had taken the day off work. [redacted] called back immediately and we asked where the location of the vehicle was right now; he said it went through the emission testing in the morning and then was at the “detail” shop since then.We met at 2 p.m. at the credit union and signed the loan papers and Centennial’s papers including the power of attorney form for the trade-in of our vehicle. On October 6, 2015 [redacted] emailed that he can’t find the power of attorney documents. He asked us to sign and return new ones and said his leather guy would contact us directly to arrange the leather repair. On October 9, 2015 [redacted] mails us new power of attorney documents and asks us to sign and send them in stamped envelope stating they could not use the scanned emailed versions. On October 20, 2015 [redacted] emails that the power of attorney forms need to be signed in the presence of a notary; which we informed them and noted on our complaint emails to the Centennial team on October 16, 2015.At delivery we mentioned the small dots of paint on the headlights were still present to make a point. We were told the delay of delivery was because it was at their detail shop all day so it would be immaculate. The small dots of paint should not have still been there then. In addition two items from the previous owner were found in the vehicle. At delivery I asked [redacted] what took so long with the detail and he said there was water spots on the roof that he wanted to make sure were gone. Yet the most crucial item to us was the condition of the interior driver seat leather. The leather was a huge selling point to us and at the test drive when we agreed to purchase the vehicle, the interior leather was in excellent condition. At delivery, it had a long (at least eight inches) deep scratch that [redacted] first tried to pretend he didn’t know if it was there originally or not. Then he joked we were going to use a seat cover anyway. The leather seats are electric and heated.We attached an email from [redacted] on October 5, 2015 where he says he is in agreement that the driver seat was messed up while in Centennial’s possession. The leather guy, [redacted], told us when he repaired the driver seat that it would still be visible because the style leather to begin with is not smooth but has “lines” in the design. A picture of the seat at delivery is attached. The area is a high traffic one and the possibility of it becoming worse over time is now greater since it has been compromised.The condition of the interior leather seats was a big selling factor to us and the car was not delivered in the same condition as when we took it for a test drive and agreed to purchase it. We would not have filed the complaint if they would have just been honest with us on what really happened to the seat and made a better effort to make sure we were satisfied. To date [redacted] never followed up with us regarding the leather seat; the only follow-up from him is on the power of attorney form.Please let us know if any other copies of emails, or texts, pictures, contracts or warranties are needed. We will send a picture of the seat condition now to the GM at our earliest convenience.Thank you

Regards,

Business

Response:

Please reread my original response as I have already offered to take care of the paint on the headlights and want to see what can be done with the leather. I would like the [redacted]s to forward me a picture of the completed work. In addition, they can make an appointment with us to bring the vehicle in for the headlight paint removal and I would like to personally see the repaired area. Once I take a look at the seat, I will see if there is anything else we can do. (Replacing the entire seat is not an option.) To make the appointment for the paint removal, contact our reconditioning manager [redacted].In the end we would like to make the [redacted]s happy, please have them contact me directly [redacted]Thank you,[redacted]General Manager[redacted]

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Address: 504 4th Ave, Longmont, Colorado, United States, 80501-5510

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