Kemper Financial Services, Inc.

Mr*** was in fact working with one of our Sales Consultants regarding an interest on a Acura TLThere was an appointment set up for Mr*** to take a look at the vehicleHowever; the morning of his scheduled (12:45pm) appointment, another customer arrived immediately upon open
(9:00am) and shortly after made an offer to purchase the vehicleIt is not uncommon to have multiple customers interested in the same vehicle, and for that reason we do not "hold" vehicles unless a customer is already in transit and traveling from out of town to see one specificallyAlthough we understand Mr***'s frustration and disappointment, he was advised hours prior to his scheduled appointment that another customer showed up to look at the same vehicle. In the Sales Consultant's efforts to try and assist with the situation, he asked Mr*** if he was local, and in short, was told he could be there in minutes, as he was located in WestervilleThe Sales Consultant responded by stating our "hold policy"Mr*** quickly responded by advising that he "lied" and had been in transit for hours to come see the vehicleWe cannot confirm as to whether he is local or outside of the Central Ohio area, but this came about after the customer who was onsite was working the dealWhile we are sorry that this resulted in another customer purchasing Mr***'s vehicle of interest, everything on our end was clearly communicated to him and accurately reflected our policiesThis was confirmed by listening to the recordings documented for quality assurance.

This complaint was addressed directly by our General Manager here at Germain Cadillac of EastonIt was explained to Ms*** that if there was a manufacturer's defect with the paint on the vehicle, it would be coveredIn addition, she was advised that because the vehicle was purchased pre-owned,
it is possible that something occurred causing a blemish/concern with the paint that was not reported to ***Any information pertaining to an accident or any damage reported on the vehicle would have been disclosed prior to the actual purchaseThere is no accident or damage information reported to us by ***; therefore we did not falsely sell the SRX to Ms*** as "accident free".

Im not sure what to doI received a email that you were closing my complaint because you didn’t receive my responseI did write the letter in response on 10/2/I mailed it the same day I received your email

G*** Cadillac of Easton settled this complaint directly with *** *** *** and her husbandA personal item of ***'s was left in the vehicle that she traded in at the time that she purchased the pre-owned Lexus from usThis 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*** and also spoke to Mr*** the day after the purchase (August 2nd) and again on August 3rd in regards to looking for the missing itemAt this point in time, they had already taken complete ownership of the vehicle and drove it back to Knoxville, TNThe 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 incidentG*** Cadillac of Easton did everything possible to retrieve the item for ***, but we were unfortunately unsuccessful- but again, can not be held accountable for items left once they are turned in to us.G*** Cadillac of Easton has the history of this deal and recorded conversations explaining this information to Mr*** where Mr*** responded by thanking the Sales Consultant for his efforts*** 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 vehicleThe customer signed the deal paperwork with the acknowledgement that the vehicle was being sold "as-is"--- vehicles cannot be returnedIn addition, this did not occur "same day" as the purchase; therefore ***'s trade was already sent to our service department for detail, reconditioning, etc. Mr*** 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 inA deal was finally worked out and the transaction took place with a $charge to cover sales tax, reconditioning of the trade, etcAfter this initial agreement, the customer later decided she still was not happy with the deal and approached G*** Cadillac of Easton again regarding the $5000. G*** Cadillac of Easton (although not required) gave $to the customer to resolve the issueThis was accepted by the customer and settled by upper-level management who handles concerns for Steve G***No promise was made for a returned call from Steve G***, as this concern was already addressed and settledG*** Cadillac of Easton has documentation and recorded proof that nothing is owed to Mrand Mrs***

When the vehicle was purchased, the documents were signed indicating that the customer is aware of the fact that the vehicle is preownedWe put our vehicles through an inspection process prior to listing the vehicle for sale to ensure that the vehicle is mechanically operating properlyIt is at our discretion should we choose to take care of any paint or exterior blemishes, but not a requirementThere was no indication on the *** report of an accident noted and we cannot confirm what occurred prior to your purchase by the previous owner- which is a risk that anyone purchasing a preowned vehicle takesWe also encourage customers to thoroughly look over vehicles when purchasing, as they are more than likely to contain an imperfection(s) due to previous useWe apologize that Ms*** has a different opinion on how we should operate and the information that we are subjected to/provide the customer, but we have specific processes that we follow for preowned vehicles, and we did not fail to disclose any information at the time of purchaseGermain Cadillac of Easton will not be covering the cost of paint repairs done at another dealership.

I have attached the forms requested for the *** *** caseIncluded in the attachments are documents from the initial deal (she traded her Lexus RXfor the Lexus RX350) and the second deal where we allowed her to trade the back for the Her signature appears on multiple forms including agreements where she acknowledges that we (Germain Cadillac of Easton) owe her nothing and she is agreeing to take possession of the vehicle and traher previous vehicle in "As-Is" conditionI also have conversations recorded and saved in our CRM system between the Sales Consultant here who sold the vehicle to Mrand Mrs*** in addition to text messages back and forth*** mentioned that her money can be returned, but the $5,was for reconditioning of the vehicle, work that was done to the vehicle purchased, service and inspection done on her trade and sales taxes- all of which cannot be refundedAnything that was owed to her that was agreed upon would have been on the documents above- which *** signed as an acknowledgementPlease let me know if there is anything else that I need to do to close this case

Complaint: ***
I am rejecting this response because: I was never contacted back about this by the general manager or anyone else at this dealershipAnd my point is even if the damage was not reported on *** 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?

CUSTOMER WAS CALLED BY THE SERVICE ADVISOR ON 1/30/AND A MESSAGE WAS LEFT TO CALL AND SCHEDULE TO COME BACK? TO SERVICE CENTER TO RE CHECK REPAIR.CUSTOMER WAS CALLED AGAIN ON 1/31/AND ANOTHER MESSAGE WAS LEFT TO CALL THE SERVICE ADVISOR FOR AN APPT TO COME BACK IN AND RE CHECK REPAIR