G[redacted] Cadillac of Easton settled this complaint directly with [redacted] and her husband. A personal item of [redacted]'s was left in the vehicle that she traded in at the time that she purchased the pre-owned Lexus from us. This was not brought to our attention until August 2nd...
(the day after the deal was finalized). It is our policy that it is the customer's responsibility to ensure that all personal belongings are removed from the vehicle prior to trading it in to us, as we cannot be held responsible or liable for personal items. The Sales Consultant who sold them the vehicle had received a text message from Mrs. [redacted] and also spoke to Mr. [redacted] the day after the purchase (August 2nd) and again on August 3rd in regards to looking for the missing item. At this point in time, they had already taken complete ownership of the vehicle and drove it back to Knoxville, TN. The situation was investigated on our end and the monkey was not returned; however, the employee responsible for taking and not returning the belonging was terminated immediately for the incident. G[redacted] Cadillac of Easton did everything possible to retrieve the item for [redacted], but we were unfortunately unsuccessful- but again, can not be held accountable for items left once they are turned in to us.G[redacted] Cadillac of Easton has the history of this deal and recorded conversations explaining this information to Mr. [redacted] where Mr. [redacted] responded by thanking the Sales Consultant for his efforts. [redacted] later sent a text (also recorded and documented in our system) to the Sales Consultant (Dean) that she would like to cancel the transaction and return the car she purchased for her old vehicle. The customer signed the deal paperwork with the acknowledgement that the vehicle was being sold "as-is"--- vehicles cannot be returned. In addition, this did not occur "same day" as the purchase; therefore [redacted]'s trade was already sent to our service department for detail, reconditioning, etc. Mr. [redacted] spoke with Dean and acknowledged that he knew he could not return the vehicle but was looking to trade and pay the difference to take possession of the vehicle that was turned in. A deal was finally worked out and the transaction took place with a $5000 charge to cover sales tax, reconditioning of the trade, etc. After this initial agreement, the customer later decided she still was not happy with the deal and approached G[redacted] Cadillac of Easton again regarding the $5000. G[redacted] Cadillac of Easton (although not required) gave $1000 to the customer to resolve the issue. This was accepted by the customer and settled by upper-level management who handles concerns for Steve G[redacted]. No promise was made for a returned call from Steve G[redacted], as this concern was already addressed and settled. G[redacted] Cadillac of Easton has documentation and recorded proof that nothing is owed to Mr. and Mrs. [redacted].
Complaint: [redacted]
I am rejecting this response because: I was never contacted back about this by the general manager or anyone else at this dealership. And my point is even if the damage was not reported on [redacted] your car buyer should have looked it over and would have detected the SRX had been repainted on one side and reported that fact before you purchased the vehicle for sale.
G[redacted] Cadillac of Easton settled this complaint directly with [redacted] and her husband. A personal item of [redacted]'s was left in the vehicle that she traded in at the time that she purchased the pre-owned Lexus from us. This was not brought to our attention until August 2nd...
(the day after the deal was finalized). It is our policy that it is the customer's responsibility to ensure that all personal belongings are removed from the vehicle prior to trading it in to us, as we cannot be held responsible or liable for personal items. The Sales Consultant who sold them the vehicle had received a text message from Mrs. [redacted] and also spoke to Mr. [redacted] the day after the purchase (August 2nd) and again on August 3rd in regards to looking for the missing item. At this point in time, they had already taken complete ownership of the vehicle and drove it back to Knoxville, TN. The situation was investigated on our end and the monkey was not returned; however, the employee responsible for taking and not returning the belonging was terminated immediately for the incident. G[redacted] Cadillac of Easton did everything possible to retrieve the item for [redacted], but we were unfortunately unsuccessful- but again, can not be held accountable for items left once they are turned in to us.G[redacted] Cadillac of Easton has the history of this deal and recorded conversations explaining this information to Mr. [redacted] where Mr. [redacted] responded by thanking the Sales Consultant for his efforts. [redacted] later sent a text (also recorded and documented in our system) to the Sales Consultant (Dean) that she would like to cancel the transaction and return the car she purchased for her old vehicle. The customer signed the deal paperwork with the acknowledgement that the vehicle was being sold "as-is"--- vehicles cannot be returned. In addition, this did not occur "same day" as the purchase; therefore [redacted]'s trade was already sent to our service department for detail, reconditioning, etc. Mr. [redacted] spoke with Dean and acknowledged that he knew he could not return the vehicle but was looking to trade and pay the difference to take possession of the vehicle that was turned in. A deal was finally worked out and the transaction took place with a $5000 charge to cover sales tax, reconditioning of the trade, etc. After this initial agreement, the customer later decided she still was not happy with the deal and approached G[redacted] Cadillac of Easton again regarding the $5000. G[redacted] Cadillac of Easton (although not required) gave $1000 to the customer to resolve the issue. This was accepted by the customer and settled by upper-level management who handles concerns for Steve G[redacted]. No promise was made for a returned call from Steve G[redacted], as this concern was already addressed and settled. G[redacted] Cadillac of Easton has documentation and recorded proof that nothing is owed to Mr. and Mrs. [redacted].
Complaint: [redacted]
I am rejecting this response because: I was never contacted back about this by the general manager or anyone else at this dealership. And my point is even if the damage was not reported on [redacted] your car buyer should have looked it over and would have detected the SRX had been repainted on one side and reported that fact before you purchased the vehicle for sale.