Initial Business Response /* (1000, 6, 2016/01/06) */
My namne is Joe [redacted], and I'm the General Manager here at Morrie's Cadillac. Upon investigating there are few items that need to be clarified. This is my first interaction with this complaint, and below are my findings.
We document all...
details by date and time as our detail department pays the employees based on efficiency. The vehicle was first detailed at Morrie's Cadillac on 11/10/2015, the second detail was completed on 12/19/2015 and the Repair Order was closed on 12/21/2015. No detail work was performed between the time Morrie's Cadillac received the vehicle, and when Mr. [redacted] purchased on 12/19/2015. With that said, it would be impossible for any smoke odors to be masked prior to Mr. [redacted] selecting the vehicle, or moving forward with the purchase.
As part of our Buy Happy Promises, Morrie's Automotive Group offers a return/exchange program, which Mr. [redacted] declined in writing on 12/19/2015 upon his purchase. This coverage is offered to every customer who purchases a vehicle that is eligible under the program. The document is attached.
In closing, we are willing to work the Mr. [redacted] in multiple ways. Should Mr. [redacted] want us to perform a deeper clean, perform a different type of odor remover, and replace the air filter we will do so. If this does not suffice, we will consider exchanging the vehicle for another within Morrie's Automotive Group inventory no later than 1/15/16. We do care about Mr. [redacted]'s happiness here at Morrie's Cadillac, and would like to move forward with a solution amicably now that all of the facts are documented.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the reply. A couple pieces of follow up information:
-In regards to it being impossible to mask odors of smoke before me receiving the vehicle, I do feel like either myself or my wife should have picked up on the smoke smell during the test drive, but we didn't. The fact of the matter is that the car was advertised as smoke free (both in your online listing and when asked), but it certainly wasn't. I'm not saying it was intentional, but it was misrepresentation and is the basis for why I am asking to return the car.
-In regards to offering to do a deeper cleaning of the car, I am not satisfied with this. Morrie's did a deep cleaning/ozone treatment of the car on 12/21. I also brought the car to a full service car wash and had the carpets shampooed on my own. In addition, I replaced the cabin air filter myself (the old one was caked in dirt/smoke). We have also had baking soda air fresheners/neutralizers in the car since 12/21. Even with all of this being done, I am still noticing a smoke smell when entering the car.
-In regards to me declining the "Buy Happy" program, this is true. I was under the impression that all cars sold at Morrie's are covered by "Buy Happy" program (you see it everywhere - advertisements, your website, on the license plate holders). I thought that I was declining an extended service program which entitled me to free oil changes, car washes, and battery replacement. Since my car was a hybrid, I was told I was exempt from the oil changes and battery replacement, so I was advised that it wouldn't be worth it by my salesperson.
Because I came to Morrie's specifically looking for a Lexus CT200H, and there are none in inventory (according to your website), I would prefer to return the car completely so that I can find this specific car somewhere else.
Initial Business Response /* (1000, 6, 2016/01/13) */
Below is the correspondence between Mr. [redacted] and the service Manager Ron [redacted]. There was some miscommunication and we did reimburse for the second tow.
"I communicated with this customer all day yesterday 1-11-16 and have reimbursed...
him the $209.19 paid for the second towing on his credit card and sent him the copy of the receipt.
I also talked to him in length to determine if there is any other issue besides being out of gas and he states the car is working good thus far.
I also looked up the estimate based upon the charges he paid for the fuel pump, there are two different fuel pumps for a 2009 Cadillac CTS. One is in the gas tank and the other is in the engine compartment, his car has the one in the gas tank which is more expensive, after explaining this to him he is fine now. I also asked him to contact me if he has any further problems or questions.
Thanks,
Ron
P.S. below is our final conversation on email, I did talk to him by phone also.
"Ron,
Thank you for reviewing my bill. I did specify to the other dealer that I have the direct injection 3.6 (8th digit of VIN is V) however I did not get a written estimate. Circumstances being as they are you can understand me questioning the difference. I would appreciate being reimbursed for the second tow. If I continue to have problems I will let you know.
Thank you,
[redacted]"
Initial Business Response /* (1000, 5, 2016/03/09) */
My name is Ron [redacted] and I am the Service Director for Morries Cadillac. I have been in touch with [redacted] and have reviewed the picture of the connector for the steering module. We quoted him replacement of the connector due to a poor...
connection, [redacted] continued to drive the vehicle this way and didn't fix the steering connector. Due to the poor connection which was causing a high resistance in the wiring and connector, it melted the connector. This has no correlation with the timing chain job we performed under [redacted]s extended warranty. We are not willing to pay for the repairs as they were quoted to [redacted] and he chose to drive his car as is which lead to further damage to the melted connector. As goodwill from Morries Cadillac we are willing to reimburse the diagnosis charge of $139.00 as requested by [redacted]. We value our customers and are willing to do this in good faith.
Initial Business Response /* (1000, 5, 2016/03/01) */
My name is Joe [redacted], and I'm the General Manager at Morrie's Cadillac. While the vehicle was sold "as-is" without a warranty, we will diagnose the issue free of charge to Mr.[redacted]. Once the issue is diagnosed, we will make a decision on...
the next steps. Please contact Ron [redacted], who is the service manager at Morrie's Cadillac to schedule an appointment. Ron can be reached at [redacted]. Thank you, Joe
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I test drove the jeep it worked fine, couple of days later when I went to pick it up it could not start in the presences of jabbar your sales rep. Who advised me that they had replaced the battery and it could be it was a new battery. Secondly I started dealing with Mike [redacted] who advised me to bring it in for dignosis, which I was advised by your service department to seek further assistance from jeep. I paid $110 for dignosis. I am not sure what dignosis you offering ? when I purcased the jeep I was looking for a reliable car that runs as it did during the test drive.
It was completely our fault. The cancelation form was submitted to our office weeks ago but was miss placed. We are cutting a check to the bank today and we are over knighting. The customer should see the refund posted to his account in the next week or so.I will have one of my Business Managers...
reach out to the customer and apologize for the inconvenience. Bob [redacted]General Manager
Response received via e-mail to Revdex.com from Mike [redacted] of Morrie's Cadillac:The first paragraph was a conversation Mr. [redacted] had with our sales manager.“It started out when Mr. [redacted] called in after he purchased the vehicle and wanted to buy back the vehicle he traded in. He had stated that he made...
a mistake by trading in the vehicle and wanted to buy it back for the amount we gave him on trade. I had it priced on my lot at a specific number, but I understood that he made a mistake and I wanted to help him out as much as possible. I explained to him that I would be willing to sell him back the vehicle he traded but it wouldn’t be at the price we gave him on trade because we had already spent money on the vehicle (inspection and detailing). I worked out a price for him but he wasn’t understanding.”This paragraph is the conversation Mr. [redacted] and I had.When Mr. [redacted] called in, he spoke to me and explained the story. He went on about how he is a Pastor at a church here in Minneapolis and that it was recommended by his congregation to come to the dealership. I thanked him for coming in and purchasing the vehicle. I then mentioned to him that I would be more than willing to help him with his repairs in our service department at our internal shop rate. He refused, stating the car was already at BMW being worked on and that he could not trust us to perform the work. I reminded him that he signed documentation stating that it was an “as-is” vehicle and legally we are not obligated to anything, however I was willing to help the situation. At that time, I asked him what he would like me to do, since we could not perform the work. He wanted $2300 that he paid BMW for the repairs, and I stated to him that is their retail price and I did not believe that to be a fair number. He was unwilling to settle for anything less and said that he did “Buy Happy” and I should pay him because he thought we were a reputable company. I mentioned to him that if he came up with a number that was reasonable I would help him out even though the vehicle was as-is. Still haven’t heard back from him.
Initial Business Response /* (1000, 6, 2015/12/08) */
Morrie's Cadillac will be refunding the client $129.99, which will cover the enrollment fee($89.99) along with the synthetic oil change charge ($40.00).
Initial Consumer Rebuttal /* (2000, 8, 2015/12/08) */
Left VM for consumer, advising...
that case will be closed 'Resolved' at this time.
Told consumer that if refund is not received within a reasonable timeframe, can contact Revdex.com to have case re-opened for follow-up.
This issue has to do with the state of Minnesota processing titles. We have sent everything to the sate of Minnesota as of April 22nd of 2016. there was a lien against the vehicle from M&I bank which no longer exists. The state was waiting for a secondary lien which they now have received...
and the paperwork has been processed 12-7-2017. consider case closed.
I appreciate you forwarding me this response. I was made aware of the situation this morning and I am working on it. We purchased the vehicle from Manheim Auction and we are working with them to get the lien release. I apologize for any inconvenience this may have caused the customer. I will reach...
out to them. Thank youBob [redacted]General Manager
Initial Business Response /* (1000, 6, 2016/01/06) */
My namne is Joe [redacted], and I'm the General Manager here at Morrie's Cadillac. Upon investigating there are few items that need to be clarified. This is my first interaction with this complaint, and below are my findings.
We document all...
details by date and time as our detail department pays the employees based on efficiency. The vehicle was first detailed at Morrie's Cadillac on 11/10/2015, the second detail was completed on 12/19/2015 and the Repair Order was closed on 12/21/2015. No detail work was performed between the time Morrie's Cadillac received the vehicle, and when Mr. [redacted] purchased on 12/19/2015. With that said, it would be impossible for any smoke odors to be masked prior to Mr. [redacted] selecting the vehicle, or moving forward with the purchase.
As part of our Buy Happy Promises, Morrie's Automotive Group offers a return/exchange program, which Mr. [redacted] declined in writing on 12/19/2015 upon his purchase. This coverage is offered to every customer who purchases a vehicle that is eligible under the program. The document is attached.
In closing, we are willing to work the Mr. [redacted] in multiple ways. Should Mr. [redacted] want us to perform a deeper clean, perform a different type of odor remover, and replace the air filter we will do so. If this does not suffice, we will consider exchanging the vehicle for another within Morrie's Automotive Group inventory no later than 1/15/16. We do care about Mr. [redacted]'s happiness here at Morrie's Cadillac, and would like to move forward with a solution amicably now that all of the facts are documented.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the reply. A couple pieces of follow up information:
-In regards to it being impossible to mask odors of smoke before me receiving the vehicle, I do feel like either myself or my wife should have picked up on the smoke smell during the test drive, but we didn't. The fact of the matter is that the car was advertised as smoke free (both in your online listing and when asked), but it certainly wasn't. I'm not saying it was intentional, but it was misrepresentation and is the basis for why I am asking to return the car.
-In regards to offering to do a deeper cleaning of the car, I am not satisfied with this. Morrie's did a deep cleaning/ozone treatment of the car on 12/21. I also brought the car to a full service car wash and had the carpets shampooed on my own. In addition, I replaced the cabin air filter myself (the old one was caked in dirt/smoke). We have also had baking soda air fresheners/neutralizers in the car since 12/21. Even with all of this being done, I am still noticing a smoke smell when entering the car.
-In regards to me declining the "Buy Happy" program, this is true. I was under the impression that all cars sold at Morrie's are covered by "Buy Happy" program (you see it everywhere - advertisements, your website, on the license plate holders). I thought that I was declining an extended service program which entitled me to free oil changes, car washes, and battery replacement. Since my car was a hybrid, I was told I was exempt from the oil changes and battery replacement, so I was advised that it wouldn't be worth it by my salesperson.
Because I came to Morrie's specifically looking for a Lexus CT200H, and there are none in inventory (according to your website), I would prefer to return the car completely so that I can find this specific car somewhere else.
Initial Business Response /* (1000, 6, 2016/01/13) */
Below is the correspondence between Mr. [redacted] and the service Manager Ron [redacted]. There was some miscommunication and we did reimburse for the second tow.
"I communicated with this customer all day yesterday 1-11-16 and have reimbursed...
him the $209.19 paid for the second towing on his credit card and sent him the copy of the receipt.
I also talked to him in length to determine if there is any other issue besides being out of gas and he states the car is working good thus far.
I also looked up the estimate based upon the charges he paid for the fuel pump, there are two different fuel pumps for a 2009 Cadillac CTS. One is in the gas tank and the other is in the engine compartment, his car has the one in the gas tank which is more expensive, after explaining this to him he is fine now. I also asked him to contact me if he has any further problems or questions.
Thanks,
Ron
P.S. below is our final conversation on email, I did talk to him by phone also.
"Ron,
Thank you for reviewing my bill. I did specify to the other dealer that I have the direct injection 3.6 (8th digit of VIN is V) however I did not get a written estimate. Circumstances being as they are you can understand me questioning the difference. I would appreciate being reimbursed for the second tow. If I continue to have problems I will let you know.
Thank you,
[redacted]"
Initial Business Response /* (1000, 5, 2016/03/09) */
My name is Ron [redacted] and I am the Service Director for Morries Cadillac. I have been in touch with [redacted] and have reviewed the picture of the connector for the steering module. We quoted him replacement of the connector due to a poor...
connection, [redacted] continued to drive the vehicle this way and didn't fix the steering connector. Due to the poor connection which was causing a high resistance in the wiring and connector, it melted the connector. This has no correlation with the timing chain job we performed under [redacted]s extended warranty. We are not willing to pay for the repairs as they were quoted to [redacted] and he chose to drive his car as is which lead to further damage to the melted connector. As goodwill from Morries Cadillac we are willing to reimburse the diagnosis charge of $139.00 as requested by [redacted]. We value our customers and are willing to do this in good faith.
Initial Business Response /* (1000, 5, 2016/03/01) */
My name is Joe [redacted], and I'm the General Manager at Morrie's Cadillac. While the vehicle was sold "as-is" without a warranty, we will diagnose the issue free of charge to Mr.[redacted]. Once the issue is diagnosed, we will make a decision on...
the next steps. Please contact Ron [redacted], who is the service manager at Morrie's Cadillac to schedule an appointment. Ron can be reached at [redacted]. Thank you, Joe
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I test drove the jeep it worked fine, couple of days later when I went to pick it up it could not start in the presences of jabbar your sales rep. Who advised me that they had replaced the battery and it could be it was a new battery. Secondly I started dealing with Mike [redacted] who advised me to bring it in for dignosis, which I was advised by your service department to seek further assistance from jeep. I paid $110 for dignosis. I am not sure what dignosis you offering ? when I purcased the jeep I was looking for a reliable car that runs as it did during the test drive.
It was completely our fault. The cancelation form was submitted to our office weeks ago but was miss placed. We are cutting a check to the bank today and we are over knighting. The customer should see the refund posted to his account in the next week or so.I will have one of my Business Managers...
reach out to the customer and apologize for the inconvenience. Bob [redacted]General Manager
Response received via e-mail to Revdex.com from Mike [redacted] of Morrie's Cadillac:The first paragraph was a conversation Mr. [redacted] had with our sales manager.“It started out when Mr. [redacted] called in after he purchased the vehicle and wanted to buy back the vehicle he traded in. He had stated that he made...
a mistake by trading in the vehicle and wanted to buy it back for the amount we gave him on trade. I had it priced on my lot at a specific number, but I understood that he made a mistake and I wanted to help him out as much as possible. I explained to him that I would be willing to sell him back the vehicle he traded but it wouldn’t be at the price we gave him on trade because we had already spent money on the vehicle (inspection and detailing). I worked out a price for him but he wasn’t understanding.”This paragraph is the conversation Mr. [redacted] and I had.When Mr. [redacted] called in, he spoke to me and explained the story. He went on about how he is a Pastor at a church here in Minneapolis and that it was recommended by his congregation to come to the dealership. I thanked him for coming in and purchasing the vehicle. I then mentioned to him that I would be more than willing to help him with his repairs in our service department at our internal shop rate. He refused, stating the car was already at BMW being worked on and that he could not trust us to perform the work. I reminded him that he signed documentation stating that it was an “as-is” vehicle and legally we are not obligated to anything, however I was willing to help the situation. At that time, I asked him what he would like me to do, since we could not perform the work. He wanted $2300 that he paid BMW for the repairs, and I stated to him that is their retail price and I did not believe that to be a fair number. He was unwilling to settle for anything less and said that he did “Buy Happy” and I should pay him because he thought we were a reputable company. I mentioned to him that if he came up with a number that was reasonable I would help him out even though the vehicle was as-is. Still haven’t heard back from him.
Initial Business Response /* (1000, 6, 2015/12/08) */
Morrie's Cadillac will be refunding the client $129.99, which will cover the enrollment fee($89.99) along with the synthetic oil change charge ($40.00).
Initial Consumer Rebuttal /* (2000, 8, 2015/12/08) */
Left VM for consumer, advising...
that case will be closed 'Resolved' at this time.
Told consumer that if refund is not received within a reasonable timeframe, can contact Revdex.com to have case re-opened for follow-up.
This issue has to do with the state of Minnesota processing titles. We have sent everything to the sate of Minnesota as of April 22nd of 2016. there was a lien against the vehicle from M&I bank which no longer exists. The state was waiting for a secondary lien which they now have received...
and the paperwork has been processed 12-7-2017. consider case closed.
I appreciate you forwarding me this response. I was made aware of the situation this morning and I am working on it. We purchased the vehicle from Manheim Auction and we are working with them to get the lien release. I apologize for any inconvenience this may have caused the customer. I will reach...
out to them. Thank youBob [redacted]General Manager