Ray Catena Jaguar

Thank you for the opportunity to respond to complaint # [redacted] that was submitted on December 21st, 2015.  Our client stated that he had made contact with our sales representative just after Thanksgiving and his experience was a good one.  He was given the Vehicle Identification...

Number (VIN) when the retail order was taken and the delivery date was set up for the following weekend.  Our salesman discussed with the client and made him aware of our delivery process and what we do prior to delivery, at delivery and post delivery so he is comfortable and understands that everything we do is to protect both the consumer and Ray Catena.  Prior to all new and pre-owned auto deliveries we have the vehicles re-checked to make sure that the PDI (pre-delivery Inspection) was done properly and that our service technicians didn’t miss anything that will compromise the vehicle or the client.  The PDI is typically 2-3 days prior to delivery and the recheck is done within a 24 hour period of the scheduled delivery.  During the recheck the service technician found some small issues that were of concern and they wanted to look into further and did not want to release the vehicle that day.  We understand any clients disappointment but delaying a delivery is the right thing to do when we are speaking about the potential of compromised safety.  Even the best vehicles can have issues from time to time as they come off assembly lines with robotics doing a majority of the work.  He came in a few days later for delivery and our client and our salesman went through a very detailed folder of paperwork.  The VIN is the exact VIN that we committed  to, sold and were delivering to the client.  We explained that in our preparation process the window sticker was misplaced by the detail department however we showed the client the VIN plate on the vehicle, the invoice and a copy of the window sticker to assure that it was the same vehicle and equipment that he had left a deposit for and it was exactly what we represented from color to equipment to pricing.  We gave him copies of all the documentation related to the VIN of his new [redacted] which included the build sheets and window sticker which validates all the equipment that the [redacted] should have and did have.  He signed all his paperwork at delivery and took delivery of the [redacted] because it was exactly what was discussed and represented.

Review: I originally called after the Thanksgiving holiday and I was in luck that this dealership had the exact truck that I was looking to buy. The salesman was helpful regarding the paperwork and ensuring the car would be ours if we left the deposit on it (over the phone) - now here is where the shadiness begins.

We were suppose to pick up the truck on the following Saturday - 10 minutes before I was scheduled to arrive (and after a 45 minute drive), the salesman calls and says that the engine is making some sort of clicking noise and that they would not be able to release the car. What ??? Shouldn't this have been checked out much sooner than right before our arrival ? The salesman gave me the runaround stating that they want the car to be perfect before we drive it off the lot for safety reasons - ok, but this is a BRAND NEW truck that should not have any issues to begins with !!!! So after I had to call every single day to know the status, they finally gave the OK that the car was in good condition and there was supposedly nothing wrong with it. We made an appointment that Friday to pick up the car - and this is where everything just got worse.

Let's forget about the fact that I was there for literally 4 HOURS for the finance paperwork (one full hour for insurance that should have been taken care of before we arrived), the original documentation was not provided to me - in fact, they flat out refused to even SHOW me the window sticker of the car, only the copy. Now, this is not my first car purchase by any means, and considering this is a very expensive vehicle, I found it rather odd that they did not want to show this important piece of paper to me. Was I overcharged ? Was this even the vehicle that I was supposed to get ? Does it include all of the extras that were supposed to be in the truck ? I don't know because the manager basically said that he willDesired Settlement: I would like to get the original window sticker to the vehicle that I purchased.

Business

Response:

Thank you for the opportunity to respond to complaint # [redacted] that was submitted on December 21st, 2015. Our client stated that he had made contact with our sales representative just after Thanksgiving and his experience was a good one. He was given the Vehicle Identification Number (VIN) when the retail order was taken and the delivery date was set up for the following weekend. Our salesman discussed with the client and made him aware of our delivery process and what we do prior to delivery, at delivery and post delivery so he is comfortable and understands that everything we do is to protect both the consumer and Ray Catena. Prior to all new and pre-owned auto deliveries we have the vehicles re-checked to make sure that the PDI (pre-delivery Inspection) was done properly and that our service technicians didn’t miss anything that will compromise the vehicle or the client. The PDI is typically 2-3 days prior to delivery and the recheck is done within a 24 hour period of the scheduled delivery. During the recheck the service technician found some small issues that were of concern and they wanted to look into further and did not want to release the vehicle that day. We understand any clients disappointment but delaying a delivery is the right thing to do when we are speaking about the potential of compromised safety. Even the best vehicles can have issues from time to time as they come off assembly lines with robotics doing a majority of the work. He came in a few days later for delivery and our client and our salesman went through a very detailed folder of paperwork. The VIN is the exact VIN that we committed to, sold and were delivering to the client. We explained that in our preparation process the window sticker was misplaced by the detail department however we showed the client the VIN plate on the vehicle, the invoice and a copy of the window sticker to assure that it was the same vehicle and equipment that he had left a deposit for and it was exactly what we represented from color to equipment to pricing. We gave him copies of all the documentation related to the VIN of his new [redacted] which included the build sheets and window sticker which validates all the equipment that the [redacted] should have and did have. He signed all his paperwork at delivery and took delivery of the [redacted] because it was exactly what was discussed and represented.