Grossinger City Cadillac Chevrolet

In answer to this complaint, we have discussed this as a management team and researched this complaint thoroughly.  Due to the age of the vehicle and the fact that the vehicle sat for so long without being driven, there are multiple issues with the vehicle.  We did properly repair the...

problem the customer paid for.  In the interest of customer satisfaction and retention, we are going to be heavily discounting any future services that have to do with other repair areas that the vehicle needs at this point.  We do have the vehicle in our shop currently and are working through some type of settlement with the customer. Sincerely,[redacted]

We have received this previous employee's complaint and have forwarded to our human resource department for research.  They have found that we have no record of running Ms. [redacted] credit history. Sincerely,[redacted] Grossinger[redacted]

Initial Business Response /* (1000, 8, 2015/02/09) */
Contact Name and Title: [redacted]- Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
We will gladly reimburse Mr. [redacted] this amount of $ he is requesting. We appreciate his business and apologize for the...

confusion that surrounded this transaction.

Initial Business Response /* (1000, 5, 2014/06/10) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
We have received this complaint and have tried to pull any records of this customer calling our dealership. We cannot...

find him as a registered appointment in our CRM system. I have spoken to all of the sales managers that were on duty that day and nobody recalls this customer. We do log every visit and every phone call in our system. The promotion was a factory promotion and they only gave each dealership a certain # of gift cards and all ads stated while supplies last. If the customer has any written correspondance from us, we would be glad to get him some type of goodwill gesture.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no time did anyone suggest that I sign in or give my name. It would be understandable that if they were going to do business with me, that they might complete some form of contact card or document my visit in some other way, but since they were not going to do business with me or even take me for a test drive, there would have been no reason for them to document my visit.
They are suggesting that because they did not document my visit, that I was never there. If they were supposed to have documented my visit, but failed to do so, that is their fault, not mine. I did provide the name of the employees ([redacted], and later, [redacted]) with whom I spoke over the phone, as well as the names of the two men ([redacted] or [redacted]) who I was told I could see about the offer, and Andy, the man behind the counter with whom I spoke. I could not have simply contrived these names.
I first learned of the promotion from a friend, Mr. [redacted] and I later saw the commercial on TV. He asked me to tell him about my test drive/promotion, so that he could do the same. Upon my return from Grossinger, I told him what had transpired, so he did not go there. If the fact that Grossinger's employees had not documented my visit is evidence that I was never there, then my call to Mr. Kulichenko is evidence that I was present. Of course, neither of these is evidence as to my presence, or lack of it, but if one is evidence, then so is the other.
They are correct in saying that this was a factory promotion, and that the cards were provided by Cadillac. I had reported this to Cadillac, but their response was that while they had been responsible for the commercial and had provided the cards, that it was up to the dealership to hand them out, and that if the dealership did something wrong, that it was not their fault. Cadillac did, however, document the complaint and forward it to Grossinger. In addition, Cadillac stated that they do not own the dealerships, so they can not order Grossinger to do anything in this matter. Had I not had this experience at Grossinger, I would certainly not have contacted Cadillac about it.
Since this was Cadillac's promotion, and since they had made the commercial and provided the cards, I feel that they, too, should take some responsibility in this matter.
Final Business Response /* (4000, 9, 2014/06/12) */
I have spoken to our Cadillac Representative and told him about Mr.[redacted]'s experience and he coud not assist in this matter. We do take customer service and retention very seriously at this dealership. However, we cannot simply rely on all customers statements even if they do have our employees names. Again, we do not have any record of this customer and we record all appointments that are made at this dealership. This would not make good business sense due to this promotion being a Cadillac factory incentive. I am in a position to offer this customer a credit towards a future service visit equal to the $100 gift card. Please have him contact me to take advantage of this offer.
Sincerely,
[redacted]
Final Consumer Response /* (4200, 11, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. The fact that nobody at this dealership logged me in has nothing to do with the fact that this dealership failed to comply with the terms of the promotion. When I called the first time and spoke with [redacted], I asked if I could come over to take the test drive, in accordance with this promotion, and she said that I could. She did not ask me to make an appointment, so I did not make any.
Since I did not do any business with Grossinger, they would have less of a reason to document my visit than that of a pizza deliveryman, since they would be, in a sense, doing business with him.
If a store advertises something, but when I go to the store, I see that they do not have the products they advertised at the advertised price, but they try to sell me something else, it's a "bait and switch," and it does not matter if they documented my visit. I am not accusing Grossinger of a bait and switch, but am simply saying that it does not matter if they documented my visit. They are simply trying to divert the complaint.
I am accusing them of not complying with the terms of the promotion; I am not accusing them of not documenting my visit, nor do I care if they documented it.
2. General Motors/Cadillac made the promotion and gave the gift cards to the dealerships (who, while privately owned, operate under a license from GM/Cadillac). While the dealerships do not make the promotions, they are still the ones who are supposed to carry them out. Obviously, it was this dealership, and not GM/Cadillac, who failed to comply with the terms. GM/Cadillac states that they can not be held responsible for the actions of the dealerships or order them to take any action, so for that matter, Grossinger could have distributed the gift cards to their friends/relatives, and, based on this, GM/Cadillac would be unable to intervene. I am not suggesting that Grossinger did this, but I am illustrating the point that the dealerships do not make the promos; they are, however, the ones tasked with complying with the terms of the promos.
3. Regarding the offer of a $100 credit toward service, I already have a shop where I take my car for service, so I would not take my car to Grossingers. In addition, while their mechanics are probably well trained and highly experienced, it would not be a good idea for one to take his car to a shop for service that resulted from adversarial action. The Revdex.com well knows that a large percentage of complaints are the result of auto maintenance. I would not want to create a second problem as a means of solving the first one. Consequently, I reject this offer.