Lindsay Cadillac Company

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 Please see text below Regards, [redacted] From: [redacted] < [redacted] @***.com>Date: Sat, Jan 23, at 7:AMSubject: [redacted] - REFUND RECEIVED REGARDING CLAIM # [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Cc: [redacted] < [redacted] @lindsaycadillac.com>, [redacted] < [redacted] @***.com>Good Morning [redacted] ,I spoke with MsW [redacted] from Lindsay Cadillac regarding my battery refund on Thursday, January 21, She was very understanding and quickly took my credit card information to start the refund processOn today Saturday, January 23, 2016, the full refund amount has posted to my NFCU accountPlease consider my case satisfiedI'm pleased with the outcome and it can be closedI appreciate your assistanceBest, [redacted] ***

Brenda, Nearly months have passed since my response to [redacted] 's complaintWe, Lindsay Cadillac which includes Danny D [redacted] , maintain our stance that this is the car that [redacted] picked outHe would have noticed if the vehicle had a blind spot monitor or not on the way home since it is a "blinking light"! When he came back to the dealership he was given options to pay more for an "upgraded" vehicle and he chose not to doSimple as thatDanny is sitting in front of me now as I write this response and he agrees with the facts presented here now, and, to our initial response

September 11, I am writing this letter in response to your letter regarding a complaint and refund requestI have reviewed the repair order from when [redacted] last replaced his batteryThe correct date of replacement, according to our service records (Repair Order # [redacted] ) is 12/14/not 10/01/The battery at that time carried a year warranty and a Pro-Rated refund if a replacement is needed.When I asked my service advisor about his conversation with [redacted] he informed me that he recommended that [redacted] bring his Cadillac in to us and have a diagnostic inspection done as his car is a Cadillac [redacted] and is years oldThis would allow “us” to test the battery and determine if the battery was “dead” or was simply getting drained from another component and still had existing live left in itSince he did not bring the car or at least the battery in we are unable to determine the true status of the batteryI cannot grant the refund for his battery purchase in because of the reason stated aboveEven if he complied with doing so and we determined the battery “dead” he would have only been issued a Pro-Rata refund for the remaining time left on the battery which looked to be 1/of the warranted time period, We would have also need the dirty core (old battery) back for proof to the manufacturer that the battery was “dead”Since we do not have the old battery and could not determine the status we cannot refund him his refundI hope this answers any questions in regards to complaint ID # [redacted] ,Sincerely,Tim R General Manager

We have contacted this client and have arranged for a refund as requested Thanks,

September 26, 2014I have received the letter in response to my explanation regarding [redacted] ***’s (complaint # [redacted] ).Unfortunately it impossible to diagnose a battery issue or problem without proper testing.Sincerely,Tim R General Manager

December 24, 2014***,I am writing this letter in response to [redacted] ***’s complaint to the Revdex.com regarding his recent experience with Lindsay Cadillac,After [redacted] met with Sargio D [redacted] , my Service Manager, today, [redacted] ***’s vehicle, having been repaired, was returned to him and Lindsay Cadillac made an adjustment to his bill, in his favor, of $1,399.70.I feel that both, [redacted] and Lindsay Cadillac, have come to an amicable agreement in this matter,Should you have any questions please feel free to contact meSincerely,Tim R General Manager

06/26/I am writing this letter in response to complaint #***, *** ***I have interviewed all parties involved this is our statement of events:
*** *** first contacted Ian W*** (Sales Manager) via phone sometime in the latter part of May He was unable to
take his call so he left a message on his voicemailDue to his (*** ***) previous relationship with the client he asked lan to give him a call back at his leisureHe wanted to discuss a Blue *** he spotted in our inventoryAs the day progressed Ian was still unable to return his phone call so he passed his information over to Danny D*** (Salesperson) and explained the relationship between them as Ian was his salesperson on his last Cadillac purchased here at Lindsay Cadillac, Danny called him and after a few phone calls back and forth he was successful at setting an appointment with *** *** to come in on the on the Blue *** he (*** ***) had selected.On May *** *** came in to the dealership and Danny showed him the Blue *** he selectedThe car was currently sitting on the showroom floor with *** wheels so Danny brought down a similar car from the lot that did not have the upgraded wheelsBoth *** *** and his wife drove the car while Ian appraised their tradeWhen all parties return to the dealership we started to negotiate the price on the Blue *** on the showroom with the *** wheelsDanny D***, as he does almost 100% of the time took the window sticker from the car and placed it in front of *** *** to reviewThis MSRP sticker showed the equipment on the car he choseAfter all parties agreed on the figure Ian had one of the porters take the car off the showroom for *** *** to drive before he signed paper workWhile waiting for the finance officer to complete all the paper work Ian finally had a chance to come and talk to **and *** *** for the first time during the entire processHe apologized to both he and his wife that he was unable to come say hello up until this pointOn June *** *** called Danny and asked if the car *** *** chose was equipped with a Blind Side MonitorThe car that *** *** chose was a Luxury Pkg, and did not have the driver awareness package which is extraThis is the first time that this option was brought upAt this point the car he bought already had over plus miles and was already titled and the deal was at the bank and finalized, Danny had let *** *** that we could install an aftermarket Blindside Monitor at extra cost but *** *** didn't want his car cut and modifiedAround June 2nd, a day or so passed while Ian tried to locate the identical car with side blind monitor from another dealerHe located a car and had Danny reviewed the car and its equipment with *** *** over the phone*** *** agreed that that car would workIan then discussed with Danny and Jim R*** (General Sales Manager) the specifics on the situation and they started working on the numbers togetherThey think the difference in cost was roughly $6,since the vehicle he now wanted was more expensive and *** ***s's vehicle now had depreciationHalf of the being deprecation was MD taxes and Tags applied to the initial purchaseAt first *** *** was pleased with these figuresIt wasn't until a little later in that day we found out *** *** was under the impression we were upgrading him to a “Premium' model (which is the next step above Luxury) trim level for $6,He was not pleased by thisThe last phone call Danny had with the *** *** was with him being upset about the numbers and both parties said a mutual goodbye with no resolutionA week or so had passed since any contact with *** *** we then received this letter (attached) from the Revdex.comAt no time was *** *** ever promised by any employee here at Lindsay Cadillac that his vehicle had a Blind Spot Monitor in itOur resolution to this issue is to extend our offer of a trade-difference of $to put him into a luxury model with Blind Side MonitorsThis includes his depreciation on trade-in, taxes and taxes on the new transactionI hope this clears up any misunderstandings or confusion regarding this transactionSincerely,Tim R General Manager

[A default letter...

is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

September 11, 2014
I am writing this letter in response to your letter regarding a complaint and refund request. I have reviewed the repair order from when [redacted] last replaced his battery. The correct date of replacement, according to our service records (Repair Order #[redacted]) is...

12/14/2009 not 10/01/2010. The battery at that time carried a 6 year warranty and a Pro-Rated refund if a replacement is needed.When I asked my service advisor about his conversation with [redacted] he informed me that he recommended that [redacted] bring his Cadillac in to us and have a diagnostic inspection done as his car is a 2004 Cadillac [redacted] and is 10 years old. This would allow “us” to test the battery and determine if the battery was “dead” or was simply getting drained from another component and still had existing live left in it. Since he did not bring the car or at least the battery in we are unable to determine the true status of the battery.
I cannot grant the refund for his battery purchase in 2010 because of the reason stated above. Even if he complied with doing so and we determined the battery “dead” he would have only been issued a Pro-Rata refund for the remaining time left on the battery which looked to be 1/6 of the warranted time period, We would have also need the dirty core (old battery) back for proof to the manufacturer that the battery was “dead”. Since we do not have the old battery and could not determine the status we cannot refund him his refund.
I hope this answers any questions in regards to complaint ID # [redacted],Sincerely,Tim R
General Manager

Brenda,
Nearly 2 months have passed since my response to [redacted]'s complaint. We, Lindsay Cadillac which includes Danny D[redacted], maintain our stance  that this is the car that [redacted] picked out. He would have noticed  if the vehicle had a blind spot monitor or not  on the way home since it is a "blinking light"! When he came back to the dealership he was given options to pay more for an "upgraded" vehicle and he chose not to do. Simple as that. Danny is sitting in front of me now as I write this response and he agrees with the facts presented here now, and, to our initial response.

Hello [redacted],
The "facts" of the matter are these:
1). [redacted] purchased a 2010 [redacted] from us on 04/27/2015.
2). The vehicle was Virginia State Safety- Inspected by our dealership and passed.
3). [redacted] signed the Buyer's Guide that clearly...

stated that the vehicle had a 30 day or 1,000 mile warranty on the "engine and transmission". [redacted] issues as it relates to the repairs on this vehicle is clearly NOT covered under this warranty.I believe that we sold a vehicle to [redacted] in a legally compliant manner that clearly demonstrates that there was NO misrepresentation and warrants NO refund to him.
Sincerely,
Tim R[redacted], General Manager

We have contacted this client and have arranged for a refund as requested.
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.  Please see text...

below.
Regards,
[redacted] From: [redacted] <[redacted]@[redacted].com>Date: Sat, Jan 23, 2016 at 7:58 AMSubject: [redacted] - REFUND RECEIVED REGARDING CLAIM #[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: [redacted] <[redacted]@lindsaycadillac.com>, [redacted] <[redacted]@[redacted].com>Good Morning [redacted],I spoke with Ms. W[redacted] from Lindsay Cadillac regarding my battery refund on Thursday, January 21, 2016. She was very understanding and quickly took my credit card information to start the refund process. On today Saturday, January 23, 2016, the full refund amount has posted to my NFCU account. Please consider my case satisfied. I'm pleased with the outcome and it can be closed. I appreciate your assistance. Best,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: What the response alleges is only partially true.  I did get the car that I picked out.  However, I was assured by Danny D[redacted], on the day of the purchase, that the car had the blind side monitoring system and it does not.  The dealer alleges that I would have noticed this was missing on my way home.  I did notice that the light was not on over the weekend and I called Danny on the following Monday.  When the light did not come on I thought the monitoring system was simply turned off since it can be turned off on my 2012 [redacted].  Danny D[redacted] thought something was wrong, too,and he asked me to go to the car and start it since then I would see the light as the system self tested.  He must have thought that the car had the monitoring system or he would not have asked me to test the operation of it.  The dealer response does not address this part of the issue.  I think something in writing from Danny D[redacted] addressing this would be appropriate.  Did  these conversations occur or is he alleging that I have fabricated them.  
Danny D[redacted] and I were not alone when the Thursday discussion occurred.  A friend of mine was also present.  Her recollection of Danny D[redacted]'s assurance about the car having the blind side monitor is the same as mine.  He assured us that the car had the blind side monitor - in his words, it was "Cadillac standard".   While she is certainly not a disinterested third party she would not conspire with me to  lie about what happened.  I can provide a written statement from her if you would like one.
The car I got was misrepresented and I still want it replaced.  The dealer's "offer" to replace the car if I paid $7,000 is as ludicrous today as it was when it was first made.  Perhaps a meeting with all parties involved would be helpful.  
Regards,
[redacted]

I have discussed this with my Finance Director and he informed me that he has contacted you and your refund is being processed. Please let me know if you need further assistance.
Thank you,
Tim R[redacted]
General Manager

December 24, 2014[redacted],I am writing this letter in response to [redacted]’s complaint to the Revdex.com regarding his recent experience with Lindsay Cadillac,After [redacted] met with Sargio D[redacted], my Service Manager, today, [redacted]’s vehicle, having been repaired, was returned...

to him and Lindsay Cadillac made an adjustment to his bill, in his favor, of $1,399.70.I feel that both, [redacted] and Lindsay Cadillac, have come to an amicable agreement in this matter,Should you have any questions please feel free to contact me.
Sincerely,Tim R
General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Why would I bring my car in for a diagnostic inspection is what I tried to explain when it cost more than the price of a brand new battery. As far as my concerns that's a rip off. I've had other issues I had at this location, in which I choose not to discuss at this time.
Regards,
[redacted]

September 26, 2014I have received the letter in response to my explanation regarding [redacted]’s (complaint # [redacted]).Unfortunately it impossible to diagnose a battery issue or problem without proper testing.Sincerely,Tim R
General Manager

Review: I purchased a battery that was still under warranty and when I returned for a replacement they claim I would have to pay $200+ dollars for a electrical system inspection. I already had my mechanic diagnose the vehicle and he stated the battery cell was dead in which, I would need another battery. Nonetheless, I ended up purchasing another battery elsewhere and I would like compensation for my purchase with Lindsay Cadillac.Desired Settlement: I want reimbursement for my purchase.

Business

Response:

September 11, 2014I am writing this letter in response to your letter regarding a complaint and refund request. I have reviewed the repair order from when [redacted] last replaced his battery. The correct date of replacement, according to our service records (Repair Order #[redacted]) is 12/14/2009 not 10/01/2010. The battery at that time carried a 6 year warranty and a Pro-Rated refund if a replacement is needed.When I asked my service advisor about his conversation with [redacted] he informed me that he recommended that [redacted] bring his Cadillac in to us and have a diagnostic inspection done as his car is a 2004 Cadillac [redacted] and is 10 years old. This would allow “us” to test the battery and determine if the battery was “dead” or was simply getting drained from another component and still had existing live left in it. Since he did not bring the car or at least the battery in we are unable to determine the true status of the battery.I cannot grant the refund for his battery purchase in 2010 because of the reason stated above. Even if he complied with doing so and we determined the battery “dead” he would have only been issued a Pro-Rata refund for the remaining time left on the battery which looked to be 1/6 of the warranted time period, We would have also need the dirty core (old battery) back for proof to the manufacturer that the battery was “dead”. Since we do not have the old battery and could not determine the status we cannot refund him his refund.I hope this answers any questions in regards to complaint ID # [redacted],Sincerely,Tim RGeneral Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Why would I bring my car in for a diagnostic inspection is what I tried to explain when it cost more than the price of a brand new battery. As far as my concerns that's a rip off. I've had other issues I had at this location, in which I choose not to discuss at this time.

Regards,

Business

Response:

September 26, 2014I have received the letter in response to my explanation regarding [redacted]’s (complaint # [redacted]).Unfortunately it impossible to diagnose a battery issue or problem without proper testing.Sincerely,Tim RGeneral Manager

Review: Hello,

My mother has been a Cadillac costumer for over 6 years now and has had the worst experience with the service provided by such a prestigious company.

Last year we went in for an oil change and had to wait over 5 hours because we did not have an appointment. Which we didn't like, but understood.

Last week she made an appointment to have the back light changed to pass inspection. She was at the [redacted] location for 4 hours and did not receive the service she went in for and still paid $100 for the check-up.

Today, she had a follow up appointment at 8:30 am and has just gotten home after waiting for 6 hours, with an appointment.

If the first time she went (a 4 hr wait), the Cadillac representatives would have done what she asked, this follow-up appointment would not have even been necessary. All that needed to be done was have the back top light changed. Instead the car received other services that were not asked for.

Were they necessary? Maybe. But they would have been taken care of at her discretion and when she could afford it all.

Her English may be broken, but she can very well be understood. After 4 hours she asked for someone who spoke Spanish just in case the excuse was that the representatives did not understand her.

The Spanish speaker never showed up.

She's told her car will be out in 10 minutes, so she went ahead and asked if the inspection sticker would be given to her at the location and was told yes, that they would give her the new sticker. After waiting for another hour, she's told that she has to take the car back to where she originally got it inspected. And her car STILL wasn't out.

After all, she's given a $150 discount for her trouble?

If it was a mediocre company, maybe it could be understandable, IF it happened once. But this is just too much.

My mother came home more than upset and it is unacceptable.

For the price we pay, the service we deserve should be elite.Desired Settlement: Provide better service and assistance. We do not plan on going back to that location.

Business

Response:

Date:8/21/2013 Re: [redacted]

In an attempt to settle the issue at hand as it pertains to **. [redacted], we have called and spoken with **. [redacted] (daughter of customer). We apologized fr the time and lack of explanation that was given to [redacted].

After further review of the situation I have found out that [redacted] gave an ok to our Service Writer to do $976.23 in work to this vehicle to help it pass inspection. While the job that was done to the vehicle takes 3 to 4 hours to perform; I do understand that our job is to make the customer fully aware of what is going on and the approximate time it will take to perform.

I have called **. [redacted] to apology to her personally, but after several attempts her voicemail is still full.

Apology was made to the customer's daughter; whom was the original complainant; please close this case.

Thank You,