Morris Cadillac Buick GMC

Please accept this letter as a response to the Complaint’s letter dated July 23, Please direct all further correspondence to the undersigned. Morris stands behind its statements and position in its initial letter dated July 14, This was an unfortunate incident resulting from the criminal activity of an unknown third-party. Complainant was immediately noti?ed of the damage and was urged to notify his insurance carrierMorris offered to repair the damage upon receiving authorization from Complainants insurance carrier to do soAuthorization was never received.Morris provided Complainant a courtesy vehicle to utilize while this matter was being attended toIt was only after thirty-two (32) days had passed, and no apparent efforts had been initiated by the Complainant to repair the damage, was the vehicle asked to be returnedThe Complainant acknowledges in his letter that he did not notify his insurance carrier.As the Complainant has now threatened to sue the Dealership, the Dealership will no longer discuss this matter in this forum.Sincerely,*** ** *** *** *

[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]

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 bel
Dear Ms. [redacted],
This is in response to Mr. [redacted]'s letter: I feel that much of his letter is written just to deflect from the issue at hand and that is my vehicle was in Morris custody/care and my vehicle was not protected; in addition, after the car was damaged, it was not secured to prevent additional harm...no care at all was taken to further minimize the added assault to it .
In the beginning, It was implied to myself and my wife that everything would be taken care of by Morris. While we were leary, after all, we had been told that no theft/harm had occurred to the inside of the vehicle when it was apparent via our initial viewing of the car that showed all glove boxes and center counsels had been emptied of all that they contained including financial documents and checks, work related literature and signs, cash, computers and GPS systems along with the damage done as a crow bar had been taken to both our mounted audio system and interior side panels of our car doors. Still. we believed in the professionalism of our servicing station that all would be remedied for us. But, then the attitude changed. Nothing became their responsibility and all would be handled by both my auto and home owners insurance, both of which require a deductible and a hit on my accounts. Suddenly everything became my problem. .
The vehicle was severely vandalized both on the exterior and interior, personal property was stolen, and to add to the blow of all of this my Escalade was then left unprotected/unsecured with no care given whatsoever to it. In fact, it was left held up by the same milk crates and rocks that the thieves had left it in.
Their response letter to the Revdex.com stated that I dropped my vehicle for them to service for many days. This is true, as I usually have service completed while I am traveling because my demanding work schedule does not allow for it while I am working. I am not sure why that would be an issue, and Morris has never said this was an issue, so I am not sure the point of that information? Maybe they are implying that if the vehicle is left for many days, they are not responsible.? If that is the case, they should have expressed a concern to me when I asked if that was okay to leave the vehicle while I travel and was told yes. Furthermore, this service station stated that the needed repair was because of a switch that was in the off position and that they explained that to me and showed me how to operate the switch on previous occasions. This was NEVER done, and until I read Mr. [redacted]s response, I still assumed that Morris replaced the motor to the back lift gate. I would like to know who said they explained that to me and when they say they said that they showed me the switch because this never happened. If it would have happened as they said, I would never have needed to bring in the car for the second visit, and the incident that happened would not have happened. I still do not know where this switch is that they speak of and did not know a switch even existed. Also, when I noticed the door was not working for a second time, and we called in to report our motor was not working, why were we told after Morris looked our car up that the said repair was under warranty and to bring it back in. Why did this person not ask about a switch if it was that easy? Why would a flip of a switch still be warranted? Point is, this information was never given to me and the switch was never shown to me...So, someone is giving Mr. [redacted]s false information and if this care/information would have been given to me prior to bring my car in, this situated may not exist. I wish someone would have done as they stated they had, but they did not. Still, to this date, they have not informed me of my on/off trunk switch.
The individual that stated that the lot is not secluded is incorrect in his estimation. It was secluded enough for someone to take a large amount of time to vandalize, and dismantle my vehicle to the point where they were able to hoist an Escalade up on rocks and milk cartons and to remove all interior valuables without being noticed... and without dealership surveillance. I have to note that my home has surveillance that can be viewed from my phone anywhere for $30 per month. I would assume with today's technology, a business such as theirs should also have such capabilities when they have what I would assume is millions of dollars of assets sitting there.
When I showed up to look at my vehicle, I saw what appeared to be workers cars in the area that my car was parked. I did not see any other cars that appeared to just have service sitting there. So, Mr. [redacted]s could be correct that this is a typical area to sit serviced cars...it just did not appear that way to me. These cars seem to come and go with the workers, but I can not be sure. I hope this particular lot would be considered "not safe" to park such vehicles anymore.
The respondent to my complaint mentioned that [redacted] is to the West of the lot along with some homes...while this may be true, I'm not sure how valid an assertion is on the validity of security based on homes and a chicken establishment. I know my handyman drove his truck to my vehicle with another young man to the spot of contention, worked on the car while the business was open, and NO ONE approached them to see what they were doing in or to the car. Secluded or not, why was no care given to what was happening to vehicles on that lot, as any customer, this would concern me.
Speaking on the care they said they gave to my car...Morris stated that plastic was installed over our windows to protect against weather from entering the vehicle. This is true of one window that was totally smashed out, but the window with HOLES broken through it were not filmed at all. I sent my own handyman after about 3 weeks to cover the hole and clean the glass off the seats to protect against cuts to the seat and further damage. I discussed this with Morris previously but they did not care enough about the car to complete the work.
Morris stated that it was "interesting to note" that I had dropped my car for service when my trunk lid did not open on April 4th. Not sure what is interesting about that other then it states false information about how I was told of a switch that controlled my back door and the location of it. This never happened and I am happy to speak with the individual that said it did. He or she is not telling the truth. I still am interested in knowing why that is "Interesting to note" also? Seems uninteresting or again are they trying to deflect from the issue at hand.
Morris stated that I was contacted on June 15th to disclose that my vehicle was broken into and that is true about 11:00 a.m. or so. It was also stated that I was contacted on the prior Friday the 11th to tell me my vehicle was done and that they found the switch off and that is why it did not operate. This is not true, no call was made to me on the 11th and I am sure phone records can prove this as any call coming into my cellular phone is recorded with Verizon on my bill whether I answer or not. No call was made to me and I still did not know of an on and off switch for my back door. If that call was made, I could have had the vehicle picked up by the same person that dropped it off for me, and it would have been waiting for me when I got home. Again, I am willing to speak with the individual that stated that he made the call to me on that Friday. This is not true.
The truth is that, I was provided a courtesy car and I still have the vehicle as they still have my vehicle. I would love the opportunity to get my car back in the same condition that I dropped it off to Morris with my Ipad, GPS, Sun Glasses, Checkbooks, charger, etc replaced. I was not aware of the time frame on the courtesy car to be totally honest, but I did need a vehicle to drive as Morris had mine. No one person has ever contacted me about this my car other than on the day that I was told of the break in unless I contacted them first. I repeat, no one has called me and when I asked the service manager to have someone call me (even their attorney) I was told that he had given "Them" the information and that they did not seem to want to speak with me.
No one has contacted me about my courtesy car, either. It does not seem to me that anyone cares about my horrific situation. I have stopped in two times in person and no discussion was had about the courtesy vehicle then either? UPDATE: as of 07/16/2015 I received a call to tell me that Morris would like their car back. I also noticed that my car had been moved. All of this has come about because of the letter to Revdex.com. Up until this date no contact has been made by Morris. I did drop wheels and tires, that I paid for to them, so I can have my car in a drivable condition and told them when the wheels were on to call me and I would trade vehicles. Three days later there was no call from Morris to tell me they were done.
It was stated that the representative for the dealerships insurance company had not discussed "an inside job"...that is not true; he was the first person to even use those words with me and I told him I did not think it was an inside job when he asked if that was what I was saying. At that point, I did not. It was not until I spoke with other insurance agents and adjusters that this came as a possibility to me. I guess my mind does not work like that and I am sure that insurance adjusters are more familiar with this than I am. Either way, this was mentioned in our conversation. I am happy to speak with him about this, also. I did call him to see if he would help to get the car secured better so no further damage happened, but he did not return my call.
The response from Morris stated that they did not know if I alerted my insurance company. Not sure why they asked, but yes, I did alert my insurance. I have no intention of using my insurance as this was not caused by my negligence and I should not be penalized for the car not being protected. I did hire a window company to replace the 2 side windows a few days ago to stop the weather from entering the car. This work has been completed at my expense.
To get back to the original point of the Revdex.com complaint, My beautiful vehicle has been damaged while in the care and custody of Morris and I feel they did not protect the car and I realize a third party of some sorts did the damage, but the car was not secured by Morris. It was in their care and custody, the damage happened on their land, etc. Finally, the situation has been handled poorly. I have never been treated like this by any legitimate company in my 40 years of life. I am asking that the car be repaired back to its original condition and personal items be replaced at Morris' expense. It is my hopes to resolve this in manner that does not escalate in any way. This car has already taken on a life of its own. Customers of mine know of the situation that also have multiple Escalade... just buy going to the dealership, Sitting eating dinner at [redacted] in Cleveland my car is being discussed by some gentleman that wholesales cars to Morris while I sit their eating and other stories are coming out about approx 10 cars that were stolen off of the lot (NOT SURE IF THIS IS TRUE, only the stories that are being passed around by others), etc. Its time we wrap this up please, I am not going away. Promise.
UPDATE: 10:22pm 7/20/2015. I received the first call today (Other than the one from Morris informing me my car was broken into and the one where I was told they want their car back ) from Morris that my car had the tires put on it so that I could drive it (Wheels I purchased and was only installed because Morris wanted their Courtesy car back). I picked up my vehicle and gave them back their courtesy car within an hour or so from the time I received the call. I do as asked as always because I am a man of honor...dispite the management and such that I am dealing with at Morris. At this point, I am done. I look at my messed up vehicle that was damage while being in the care of someone that I trusted. I red a letter from a man ( Mr. [redacted]s) that appears to have inaccurate information (NOTE: I still have not been told were this switch is that operates my back door). I have spoke with many car dealerships service departments, car repair shops, insurance agents and adjusters and I will say that they are all surprised at the situation and how it was handled. So, This is my final (More than Fair) and last offer to resolve this dispute without further embarrassment and business damage for all involved...It will cost me $10K at least to try and make the Escalade even kind the car I dropped to them and that does not include the $2K in personal property that is gone. I will settle for a $5K reimbursement (And, I will cover the other $5K+) and we do not have to speak to each other again about this situation. I give 2 weeks to make this happen. As I have said, I am very disappointed, and I am not going away, promise. Over the years, Morris has made far more profit than that from myself and my family. My first used 1992 Cadillac Elderado was purchased off of the old Morris Center Ridge Rd used lot when I was about 19 years old. They have done countless repairs over the years along and such. Consider it good business decision as we own 5 Cadillacs currently that need repairs often...They have billed almost $5K in repairs on my family/company vehicles in the last few months (I know that is not all profit). Ball is in your court and I am done trying the pleasant approach...It will cost you and me more than $5K each in just attorneys to stop me from the online, Picketing, mass mailing to targeted Cadillac owner assault to mention just a few and then comes the lawsuit to attempt to recoup my expenses... Lets end this so that we are both comfortable with the outcome. Trust me, let me save face and end this in a manner that we can both be content (Not happy, but content). I hope you decide to make a fair decision.
 
Sincerely,
[redacted]

This response from the business was received by Revdex.com via US mail.August 18, 2017 Morris[redacted] 
[redacted]
[redacted] 
[redacted]Dispute Resolution...

SpecialistRevdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115-2408 Re: Complaint ID: [redacted]       Customer: [redacted] 
Dear [redacted] With regard to the above referenced matter, please be advised that a refund check is being mailed to the effected customers today. The delay was a result of an inadvertent and unfortunate oversight. If you have any questions or concerns, please feel free to contact the undersigned. Sincerely, Paul R. [redacted]

Please accept this letter as a response to the above referenced complaint. Please direct all further correspondence to the undersigned.On or about Wednesday, June 10th the Customer brought the vehicle in for service stating that the rear lift gate would not open automatically only manually.(1)...

Customer stated that they would pick-up the vehicle sometime the following week. On the morning of Thursday, June 11th it wasdetermined that the automatic lift gate assist switch was in the off position. The switch was placed in the on position and the gate worked as designed. The Customer was contacted on the 11th, told what was discovered and that the vehicle was ready.The vehicle was then moved to a lot in which all service vehicles are parked and have been for years. Contrary to the Customers statement this lot is not secluded. There are residences and a [redacted] restaurant to the west and an employee parking lot immediately adjacent thereto. Additionally, there has not been any previous vandalism to a vehicle parked therein. Furthermore, the Customers allegation that no other vehicles are parked there is inaccurate and misleading. That lot is where service vehicles are parked on a daily basis.1 lt is interesting to note that on the evening of' Saturday, April 4th, approximately two months prior to this incident; the Customer dropped the vehicle off with the same issue. The Customer also stated that they would not be back to pick-up the vehicle for at least a week. On Monday, April 6th it was determined that the automatic lift gate assist switch was in the off position. Then switch was placed in the on position and the gate worked as designed. When the Customer came in to pick-up the vehicle it was explained why the gate stopped working, the location of the switch and how to turn it on or off.On the morning of Monday, June 15th the vehicle was discovered to have been vandalized including the theft of the wheels. Whoever vandalized the vehicle had left it suspended off the ground on various items including large rocks and a milk crate.The police were contacted and a report, numbered 1520237, was filed. A protective film was placed over the broken window to prevent rain from entering the cabin. The Customer was contacted, told of the vandalism and it was suggested that his insurance carrier be notified. The dealerships insurance carrier was also notified. The dealership took photos and also prepared a repair estimate of the damage.The Customer came to the dealership on or about June 17th to view the vehicle. The Customer was provided a courtesy vehicle to drive with the expectation that this matter would be rectified promptly. The Customer signed a courtesy transportation agreement upon which it is stated that the vehicle is to be returned no later than June 24th at 6:00 p.m.Presently the vehicle remains at the dealership. Repairs have not commenced as the Customer nor his insurance carrier has provided the authority to do so and apparently no arrangements have been made to take the vehicle elsewhere. In fact the dealership has no confirmation that the Customer has made their insurance carrier aware of this matter. Additionally, although the courtesy transportation agreement clearly states that the vehicle is to be returned no later than June 24th, it remains in the Customers possession.The damage, although unfortunate, was the act of an unidentified third party. As such it is was not the fault of the Dealership nor is it the Dealerships responsibility to incur the cost to repair the same. Following the determination that gate assist switch was in the off position the vehicle was parked in the same lot as all service vehicles waiting to be picked up. As stated previously, no vehicle, other than the subject vehicle, has been vandalized while parked in that lot.I also spoke with the Dealership’s insurance adjuster, who has been assigned this claim. The adjuster denies ever saying to the Customer that this was “an inside job” as alleged.If you have any further questions or concerns, please feel free to contact me.Sincerely,[redacted]