CG&S Design-Build

October 21, 2015Dear Revdex.com:On the evening of Thursday, October 01st, 2015, [redacted] and [redacted] agreed to purchase a Toyota Venza LimitedThis vehicle was not in our inventory, but was located at another dealer, for the [redacted] sWhen we acquire any pre-owned vehicle, our policy is to have the vehicle inspected and certified through one of our 3rd party, independent repair facilitiesOur experience has proven that the term ‘Certified Vehicle’ has different definitions and interpretations in regards to levels of reconditioningWhen we put our name on a vehicle we want to make sure the vehicle has been thoroughly mechanically evaluatedThis is a process that does take timeOn Monday, October 5th, I know our sales consultant, MrCamron Walter was being pressured to get the vehicle completed and was even threatened by MrsCagnetti that if the Venza was not completed by 2:PM, the deal was offIn an effort to appease the [redacted] s and work within their time constraints, MrWalter agreed to meet them at their credit union office at 2:pm to finalize the loanAfter the loan was completed, MrWalter 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 completeThis is our fault for allowing a customer dictate to us the length of time necessary to properly prepare a vehicle for deliveryI assure you; we will not let this happen againAt delivery the [redacted] s noticed that the small dots of paint on the headlights were still presentWhile 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 vehicleIt’s simply a dealership coding systemIn my years here, I have never heard of anyone ever complaining about thisHowever, 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 vehicleI do know that we sent our leather repair vendor out and he repaired the scratchHe explained to me that it was only cosmetic and that the seat was not torn or otherwise compromisedI have since asked the [redacted] s for a picture of the completed repair, but have not yet received it, I only have the before pictureI’m truly sorry that the [redacted] s feel that we were trying to hide something, when in reality, the opposite was trueThe vehicle was in the process for about ½ business daysOur 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 tearThis multi-step process does take timeWith all of this said, I would like the [redacted] s to forward me a picture of the completed workIn 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 areaOnce 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]

Revdex.com: 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 belowThe vehicle went through [redacted] inspection process on Friday, October 2, [redacted] informed us late afternoon on October 2, 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 point check and number 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 dollar detail to make sure it’s immaculate Probably around p.mat the latest Monday.”By p.mon Monday, October 5, 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 p.mand if we didn’t get together by p.mthe 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 p.mat the credit union and signed the loan papers and Centennial’s papers including the power of attorney form for the traof our vehicleOn October 6, [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, [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, [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, 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 follfrom 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, [redacted]

Revdex.com:
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,
[redacted]

October 21, 2015Dear Revdex.com: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]

October 11, 2017 On July 14, 2017, [redacted] purchased a 2012 Mercedes Benz GLK. The contract was mailed to Mr. [redacted] and returned to Centennial Leasing & Sales. (Please see the contract attached)Mr. Burger’s wife Denice [redacted] took possession of the vehicle.After driving the...

vehicle approximately 45 days, the Burgers decided they wanted to return it. It was explained to the Burgers that Centennial’s policy is that we don’t take vehicles back. The [redacted] abandoned the vehicle in Centennial’s parking lot. This is known as a voluntary repossession and was picked up by the lender, Flagship Credit Acceptance.After taking delivery and signing the back contract, it is Flagships policy to call the customer for a phone interview – I assume this was successful. The Burgers now claim that Mr. [redacted] did not sign the contract. If Mrs. [redacted] committed fraud, then that was done without Centennial management’s knowledge. The matter is now between the [redacted] and their lender, as Centennial Leasing is not the lender and has no further interest in the said vehicle.Thank you,Michael H[redacted]General ManagerCentennial Leasing & Sales[redacted]
[redacted]

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]
[redacted]
[redacted]
[redacted]