The complainant arrived at the dealership in a rental with windows down and music elevated enough to attract attention. I read the rental roster and reviewed with our advisor MrHarris and he stated the rental was valet'd (dropped off at the customers home) to Mrs***. Mrs***
stated she was ill and would probably not even drive the vehicle when it was delivered. In addition, the rental agreement clearly states that ....the renter would not 'sublet or loan said vehicle to any other person.' Thus we advised Ashley *** that she could not drive the vehicle. We advised that since her mother had signed for the rental (as her vehicle was in for service) she stated she would call her mother to come in. Upon the arrival of MrAnd Mrs***, Ashley became loud and argumentative in a manner unfit for our environment. In other words, very disrespectful to the other customers and staff members. I was handed the rental keys and then Mr*** then ripped them from my hands to retrieve his house key and sliced open two of my fingers. At that juncture, I politely asked them to leave the premise or law enforcement would be summonedI had Ashley ***'s mothers' vehicle be pulled up and requested they leave the premise. At no time was I disrespectful in any way: always the commensurate professional and a good representative of our company. Witnesses include customers and staff members...of a racial mix, who can attest to the ***'s behavior and mine Resolution: We will be happy to service Mrs***'s vehicle while she waits. She merely needs to call me for an appointment
Company responded by phone 11/30/15-***Mr*** states that the consumer will be taken her car to a Chevy dealership for a diagnostic testHe states that the consumer has an extended warranty on the car
Our records show that the vehicle was sold on August 17 and the title transfer was completed on September 9th. We sent a copy to the customer and the bank that same day September 9, 2016 which is well in advance of the 30 day title transfer required by the state. It would have been processed sooner but the customer's check for $1,500 was returned for non sufficient funds which caused a delay in our title transfer. If there were mechanical issues, the platinum warranty would have covered those items. All of the documents that we provided explained our position and unfortunately it appears that the customer's local dealer sold service work which wasn't necessary. We can't be responsible for added service work purchased 40 days after taking delivery and signing a conditional delivery agreement which stated that Crestmont did not owe anything after delivery.
Attached please find the documents from Mr. [redacted]'s purchase. Page 1 is the retail buyers order where on the top right quadrant, we hand wrote the vehicle "As Is" and Mr. [redacted] acknowledged with his signature. Page 2 is the front side of our [redacted] sticker which shows As Is with no...
warranty. Page 3 is the back side of the [redacted] sticker where Mr. [redacted] acknowledged with his signature. Page 4 is our Disclaimer of Warranties document which clearly explains that the vehicle is being sold As Is and has no warranties. Mr. [redacted] acknowledged this document with three separate signatures. Page 5 is our delivery report which Mr. [redacted] signed acknowledging that the dealer owed no items past delivery. Mr. [redacted] drove to Cleveland from Minnesota because the vehicle that we had for sale was a twenty three (23) year old vehicle with only 37,321 miles which makes it a very unique asset. Before he took delivery he requested that we have four dents removed, perform a tire balance and an oil change. We performed all three services at his request and we gave him a discount on the vehicle. Our vehicle description online made no mention of new tires. Here is our description that was online at the time that Mr. [redacted] purchased the vehicle. "**DEVILLE MOCK TOP ONLY 37,000 MILES** Right of entry is just right. Make haste. Be the talk of the town when you roll down the street in this low-mileage 1994 Cadillac DeVille. With plenty of passenger room, you won't have to worry about being cramped when it's more than just you in the car. Serviced with a multi point inspection process. Home of Live [redacted]et Pricing! See why our Pre-Owned vehicles have the most competitive prices on the Internet. We offer a streamlined sales process, factory trained sales and service personnel, body shop and parts department. A good car, a great value and an outstanding dealership. That's the Crestmont difference."Because Mr. [redacted] purchased this vehicle as is, we do not feel a reimbursement is necessary. Thanks.
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 and I appreciate the prompt response. When the Cadillac dealer that services my vehicle (not Crestmont Cadillac) serviced my car they indicated that my warranty had expired and that I would have to pay for the service visit, a routine service that would normally be covered under the bumper to bumper warranty. I then inquired of General Motors and they confirmed that the factory warranty on the car had expired, and that I only had a power train warranty remaining, and that only Crestmont Cadillac could respond to my question. I called Crestmont Cadillac several times and never received a return phone call. I have reviewed the documentation provided by Crestmont indicating that I did pay for and receive at the time I purchased the vehicle GM's Major Guard warranty which by the face of the contract registration provides coverage from the date of purchase up to 48 months. I do not know how the factory warranty compares in terms of coverage to GM Major Guard but based on a limited understanding of what GM Major Guard covers any differences between the two are not significant.
Regards,
[redacted]
After speaking with Kevin G[redacted], Matt S[redacted] and Tom S[redacted], please accept this as Crestmont Cadillac’s response to Ms. [redacted] (customer) complaint. There was a miscommunication between the customer and our business development center (BDC) when her initial appointment was...
set. The BDC was not aware that the vehicle was being serviced for a recall when the appointment was set on July 28, 2016. To reduce the inconvenience to the customer we drove them to the Infiniti dealership to see the vehicle but because the timing chain recall was in process, we could not drive the vehicle. On August 16, 2016 an agreement was reached for the customer to purchase the vehicle. The dealership delivered the vehicle and the paperwork to the customer. On August 29, 2016 we contacted the customer to inform her that her check was returned for nonsufficient funds. We did not reach the customer but left a voicemail requesting certified funds. On the same date of August 29, 2016 he customer returned our call and provided a credit card number. Our next contact from the customer came on October 11, 2016 over a month after the customer took delivery of the vehicle. At the customer’s request, we did speak with her local Infiniti dealer who advised us that the brakes passed their safety inspection but that the customer was adamant that the brakes were replaced. We have not seen the inspection report or the repair order from the customer’s local Infiniti dealer to advise what repairs were necessary. We’re glad that the customer’s warranty was able to cover the items that were repaired outside of the brakes which would not be covered under an extended service contract as they are wear and tear items. An industry standard for brakes is 5 millimeters as the minimum requirement for manufacturer certified pre-owned coverage, which they were at the time that the customer took delivery. We do not know how the customer used the vehicle in the 40 days after taking delivery to be able to speak to the status of the brake pads. Please review our attachment for greater detail. Page 1 is the retail buyers order which confirms the customer’s purchase. Page 2 is the vehicle reconditioning report. Lines 6 and 7 document that the brakes were at 5 millimeters when we serviced the vehicle before sale. Pages 3-7 are all of our repairs and the repairs done by Infiniti of Beachwood which serviced the recall prior to the customer taking delivery Pages 8-9 is the FTC sticker signed by the customer explaining the base warranty coverage. Page 10 is our delivery report where the customer acknowledged that the dealership owed no items past delivery Pages 11-15 explain the coverage provided by the customer’s extended service contract Due to the fact that the customer elected to purchase repairs 40 days after taking delivery and these repairs were not covered under her platinum level warranty, the dealership does not agree with the customer’s request to pay for her repairs.
To whom it may concern:Please reference our attachment. The first three pages are the vehicle's complete warranty history within General Motor's Global Warranty System. On page 2, you will see where this VIN has a $0 deductible GMPP Major Guard Warranty which started at 415 miles and covers the VIN until 60,415 miles. It started on 02/07/2015 and will expire on 02/07/2019. This four year 60,000 mile coverage is the same time period as a new vehicle warranty and 10,000 more miles than the standard new vehicle warranty. Pages 4 and 5 detail the Major Guard Warranty. On the right side of page 5 within the starred section, the coverage is defined. This is not simply a powertrain warranty. This is a premium vehicle service contract. Since the vehicle was purchased on 02/07/2015 and this GMPP Major Guard coverage started on that same date, the vehicle has a longer warranty than a regular new vehicle. There is no penalty for purchasing a special event vehicle where the warranty started prior to the date of purchase because of the GMPP Major Guard warranty.
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]
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.They are lying. Attached are two text messages that I sent to Matt dated Sept 5 and Sept 12. I notified them as soon as the problems were noticed. The reason the repairs weren't done until 40 days later was because they never sent me the signed paperwork, and I had to call them to get them to send it to me. I couldn't get the title changed until I had the paperwork and couldn't get the repairs done until the title was changed. I have a postmarked envelope showing that the documents weren't mailed to me until the end of September. The time between when I got the paperwork and had the repairs done was the time it took to get the title transferred. I also have documentation of 3 service appointments that I made and rescheduled because they didn't send the information to me. They are also lying about talking to someone at my Infiniti dealership. I insisted on nothing. He told me the car wouldn't pass inspection without the repairs and that if the brakes and rotors weren't fixed it could cause other problems with the vehicle. Considering that these were issues that existed when I picked up the vehicle (and that I have documentation where Crestmont said they would work with me to resolve these issues, which I can also send if necessary), I believe they should have been corrected before the vehicle was sold. I am sure that I can get further documentation from my Infiniti dealership who told me that they never should have sold me a car in that condition and from the notary who did my title transfer and had to deal with Crestmont's incompetence.
Regards,
[redacted]
Thank you for bringing this to our attention as we were not aware of the situation. We will contact the customer and promptly refund this deposit. Thanks.
As is vehicles are sold without any warranty which is why we required the customer the sign his name eight different times on the documents that we provided in our previous submission. Specifically on page 4 of our submission, we disclaimed all warranties and had the customer sign this one document three times. We did balance the tires at the customer's request but if the tires were bad, why wouldn't he have asked us to replace them as a condition of taking delivery? Page 5 of our submission clearly states that the customer agreed that we did not owe him anything at the time of delivery. Our position stands that we do not owe the customer anything and that he was clearly aware of the full condition of the vehicle that he purchased.
To whom it may concern:Attached please find documents from [redacted] transaction. The first page is the vehicle invoice which shows that vehicle which he purchased was an event vehicle which was used then re-invoiced to the dealership at a discount. Page 2 is the Delivery Report...
which shows that the dealership owed [redacted] nothing after the sale. Lastly page 3 shows that the dealership included at cost a 4 year 60,000 mile warranty. The standard Cadillac manufacturer warranty was 4 years and 50,000 miles. [redacted] received a 4 year 60,000 mile warranty which is 10,000 additional miles over and above the factory warranty. Because our client received a more comprehensive warranty than was offered by the manufacturer, Crestmont does not see that there is any other obligation owed. Thank you very much.
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]
The complainant arrived at the dealership in a rental with windows down and music elevated enough to attract attention. I read the rental roster and reviewed with our advisor MrHarris and he stated the rental was valet'd (dropped off at the customers home) to Mrs***. Mrs***
stated she was ill and would probably not even drive the vehicle when it was delivered. In addition, the rental agreement clearly states that ....the renter would not 'sublet or loan said vehicle to any other person.' Thus we advised Ashley *** that she could not drive the vehicle. We advised that since her mother had signed for the rental (as her vehicle was in for service) she stated she would call her mother to come in. Upon the arrival of MrAnd Mrs***, Ashley became loud and argumentative in a manner unfit for our environment. In other words, very disrespectful to the other customers and staff members. I was handed the rental keys and then Mr*** then ripped them from my hands to retrieve his house key and sliced open two of my fingers. At that juncture, I politely asked them to leave the premise or law enforcement would be summonedI had Ashley ***'s mothers' vehicle be pulled up and requested they leave the premise. At no time was I disrespectful in any way: always the commensurate professional and a good representative of our company. Witnesses include customers and staff members...of a racial mix, who can attest to the ***'s behavior and mine Resolution: We will be happy to service Mrs***'s vehicle while she waits. She merely needs to call me for an appointment
Company responded by phone 11/30/15-***Mr*** states that the consumer will be taken her car to a Chevy dealership for a diagnostic testHe states that the consumer has an extended warranty on the car
Our records show that the vehicle was sold on August 17 and the title transfer was completed on September 9th. We sent a copy to the customer and the bank that same day September 9, 2016 which is well in advance of the 30 day title transfer required by the state. It would have been processed sooner but the customer's check for $1,500 was returned for non sufficient funds which caused a delay in our title transfer. If there were mechanical issues, the platinum warranty would have covered those items. All of the documents that we provided explained our position and unfortunately it appears that the customer's local dealer sold service work which wasn't necessary. We can't be responsible for added service work purchased 40 days after taking delivery and signing a conditional delivery agreement which stated that Crestmont did not owe anything after delivery.
Attached please find the documents from Mr. [redacted]'s purchase. Page 1 is the retail buyers order where on the top right quadrant, we hand wrote the vehicle "As Is" and Mr. [redacted] acknowledged with his signature. Page 2 is the front side of our [redacted] sticker which shows As Is with no...
warranty. Page 3 is the back side of the [redacted] sticker where Mr. [redacted] acknowledged with his signature. Page 4 is our Disclaimer of Warranties document which clearly explains that the vehicle is being sold As Is and has no warranties. Mr. [redacted] acknowledged this document with three separate signatures. Page 5 is our delivery report which Mr. [redacted] signed acknowledging that the dealer owed no items past delivery. Mr. [redacted] drove to Cleveland from Minnesota because the vehicle that we had for sale was a twenty three (23) year old vehicle with only 37,321 miles which makes it a very unique asset. Before he took delivery he requested that we have four dents removed, perform a tire balance and an oil change. We performed all three services at his request and we gave him a discount on the vehicle. Our vehicle description online made no mention of new tires. Here is our description that was online at the time that Mr. [redacted] purchased the vehicle. "**DEVILLE MOCK TOP ONLY 37,000 MILES** Right of entry is just right. Make haste. Be the talk of the town when you roll down the street in this low-mileage 1994 Cadillac DeVille. With plenty of passenger room, you won't have to worry about being cramped when it's more than just you in the car. Serviced with a multi point inspection process. Home of Live [redacted]et Pricing! See why our Pre-Owned vehicles have the most competitive prices on the Internet. We offer a streamlined sales process, factory trained sales and service personnel, body shop and parts department. A good car, a great value and an outstanding dealership. That's the Crestmont difference."Because Mr. [redacted] purchased this vehicle as is, we do not feel a reimbursement is necessary. Thanks.
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 and I appreciate the prompt response. When the Cadillac dealer that services my vehicle (not Crestmont Cadillac) serviced my car they indicated that my warranty had expired and that I would have to pay for the service visit, a routine service that would normally be covered under the bumper to bumper warranty. I then inquired of General Motors and they confirmed that the factory warranty on the car had expired, and that I only had a power train warranty remaining, and that only Crestmont Cadillac could respond to my question. I called Crestmont Cadillac several times and never received a return phone call. I have reviewed the documentation provided by Crestmont indicating that I did pay for and receive at the time I purchased the vehicle GM's Major Guard warranty which by the face of the contract registration provides coverage from the date of purchase up to 48 months. I do not know how the factory warranty compares in terms of coverage to GM Major Guard but based on a limited understanding of what GM Major Guard covers any differences between the two are not significant.
Regards,
[redacted]
After speaking with Kevin G[redacted], Matt S[redacted] and Tom S[redacted], please accept this as Crestmont Cadillac’s response to Ms. [redacted] (customer) complaint. There was a miscommunication between the customer and our business development center (BDC) when her initial appointment was...
set. The BDC was not aware that the vehicle was being serviced for a recall when the appointment was set on July 28, 2016. To reduce the inconvenience to the customer we drove them to the Infiniti dealership to see the vehicle but because the timing chain recall was in process, we could not drive the vehicle. On August 16, 2016 an agreement was reached for the customer to purchase the vehicle. The dealership delivered the vehicle and the paperwork to the customer. On August 29, 2016 we contacted the customer to inform her that her check was returned for nonsufficient funds. We did not reach the customer but left a voicemail requesting certified funds. On the same date of August 29, 2016 he customer returned our call and provided a credit card number. Our next contact from the customer came on October 11, 2016 over a month after the customer took delivery of the vehicle. At the customer’s request, we did speak with her local Infiniti dealer who advised us that the brakes passed their safety inspection but that the customer was adamant that the brakes were replaced. We have not seen the inspection report or the repair order from the customer’s local Infiniti dealer to advise what repairs were necessary. We’re glad that the customer’s warranty was able to cover the items that were repaired outside of the brakes which would not be covered under an extended service contract as they are wear and tear items. An industry standard for brakes is 5 millimeters as the minimum requirement for manufacturer certified pre-owned coverage, which they were at the time that the customer took delivery. We do not know how the customer used the vehicle in the 40 days after taking delivery to be able to speak to the status of the brake pads. Please review our attachment for greater detail. Page 1 is the retail buyers order which confirms the customer’s purchase. Page 2 is the vehicle reconditioning report. Lines 6 and 7 document that the brakes were at 5 millimeters when we serviced the vehicle before sale. Pages 3-7 are all of our repairs and the repairs done by Infiniti of Beachwood which serviced the recall prior to the customer taking delivery Pages 8-9 is the FTC sticker signed by the customer explaining the base warranty coverage. Page 10 is our delivery report where the customer acknowledged that the dealership owed no items past delivery Pages 11-15 explain the coverage provided by the customer’s extended service contract Due to the fact that the customer elected to purchase repairs 40 days after taking delivery and these repairs were not covered under her platinum level warranty, the dealership does not agree with the customer’s request to pay for her repairs.
To whom it may concern:Please reference our attachment. The first three pages are the vehicle's complete warranty history within General Motor's Global Warranty System. On page 2, you will see where this VIN has a $0 deductible GMPP Major Guard Warranty which started at 415 miles and covers the VIN until 60,415 miles. It started on 02/07/2015 and will expire on 02/07/2019. This four year 60,000 mile coverage is the same time period as a new vehicle warranty and 10,000 more miles than the standard new vehicle warranty. Pages 4 and 5 detail the Major Guard Warranty. On the right side of page 5 within the starred section, the coverage is defined. This is not simply a powertrain warranty. This is a premium vehicle service contract. Since the vehicle was purchased on 02/07/2015 and this GMPP Major Guard coverage started on that same date, the vehicle has a longer warranty than a regular new vehicle. There is no penalty for purchasing a special event vehicle where the warranty started prior to the date of purchase because of the GMPP Major Guard warranty.
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]
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.They are lying. Attached are two text messages that I sent to Matt dated Sept 5 and Sept 12. I notified them as soon as the problems were noticed. The reason the repairs weren't done until 40 days later was because they never sent me the signed paperwork, and I had to call them to get them to send it to me. I couldn't get the title changed until I had the paperwork and couldn't get the repairs done until the title was changed. I have a postmarked envelope showing that the documents weren't mailed to me until the end of September. The time between when I got the paperwork and had the repairs done was the time it took to get the title transferred. I also have documentation of 3 service appointments that I made and rescheduled because they didn't send the information to me. They are also lying about talking to someone at my Infiniti dealership. I insisted on nothing. He told me the car wouldn't pass inspection without the repairs and that if the brakes and rotors weren't fixed it could cause other problems with the vehicle. Considering that these were issues that existed when I picked up the vehicle (and that I have documentation where Crestmont said they would work with me to resolve these issues, which I can also send if necessary), I believe they should have been corrected before the vehicle was sold. I am sure that I can get further documentation from my Infiniti dealership who told me that they never should have sold me a car in that condition and from the notary who did my title transfer and had to deal with Crestmont's incompetence.
Regards,
[redacted]
Thank you for bringing this to our attention as we were not aware of the situation. We will contact the customer and promptly refund this deposit. Thanks.
As is vehicles are sold without any warranty which is why we required the customer the sign his name eight different times on the documents that we provided in our previous submission. Specifically on page 4 of our submission, we disclaimed all warranties and had the customer sign this one document three times. We did balance the tires at the customer's request but if the tires were bad, why wouldn't he have asked us to replace them as a condition of taking delivery? Page 5 of our submission clearly states that the customer agreed that we did not owe him anything at the time of delivery. Our position stands that we do not owe the customer anything and that he was clearly aware of the full condition of the vehicle that he purchased.
To whom it may concern:Attached please find documents from [redacted] transaction. The first page is the vehicle invoice which shows that vehicle which he purchased was an event vehicle which was used then re-invoiced to the dealership at a discount. Page 2 is the Delivery Report...
which shows that the dealership owed [redacted] nothing after the sale. Lastly page 3 shows that the dealership included at cost a 4 year 60,000 mile warranty. The standard Cadillac manufacturer warranty was 4 years and 50,000 miles. [redacted] received a 4 year 60,000 mile warranty which is 10,000 additional miles over and above the factory warranty. Because our client received a more comprehensive warranty than was offered by the manufacturer, Crestmont does not see that there is any other obligation owed. Thank you very much.
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]