Schmitt Jack Oldsmobile Cadillac Inc

Good Morning, please
note that the dealership and the address are incorrect on this concern. It looks like it was originally sent to our Cadillac store which is at a different location. This is probably why the concern was not answered after the first notice.I spoke to the salesperson and he said he told the customer since they are from about an hour away from our dealership that he could go to a local Dodge dealer and have a key cut and have that dealership call us for a PO or credit card number to pay for the key. The car needs to be present for the key to be programmed so it is not possible for the dealership to cut a key and mail itAdditionally Mrs*** called and spoke to our General Sales Manager, *** ***, about the missing key. Since we are not a Dodge dealership we would use an outside vendor to cut the key because we don't inventory Dodge key blanks and additionally don't have access to the key codes. *** told Mrs*** that the vendor who can cut Dodge keys is here on Mondays and that any Monday she would like to bring the vehicle over we would be happy to cut a keyWe have presented two key options for the customer to choose from depending on if they would like to drive from OFallon Missouri or not.On the scratches on the vehicle, we would be glad to have someone see if they can buff out the scratches as a goodwill gesture. If the customer would like us to do that, we would need the customer to call to set an appointment.I spoke to the salesperson about the customer expecting a Visa gift card. I believe there must be some confusion because what we provide the customer is a $Elite Preferred Owner program. It is no longer a physical card but an online account that the customer accesses that gives them $to be used at our dealership for service, parts, or accessoriesThe finance department opens these accounts for our customers. The finance department had failed at delivery to set the customer's account up but it has been set up now. I have attached a copy of the brochure and will mail one to the customer. This also gives the customer priority scheduling in our shop as well as an after hours and weekend phone number to call if the customer needs assistance when our shop is closedThe salesperson said he never called this card a "Visa Gift card" but called it a Preferred Owner CardI am not sure where the miscommunication came from.We will wait to hear from the customer on how they prefer us to proceed with the key as well as if they would like to proceed with having the scratches buffed. The customer should contact *** *** at *** * *** to schedule those appointments.Thank you for your assistance in this matter.*** ***

I need to speak to the 2 people who the customer interacted with.  One of them is on vacation so I will interview that manager this Friday April 8th and send our response then.  I don't have enough information to decide how we should proceed. Thank you for your help!

We would be fine with sending the check for $300 to the customer and will close out the customer's Preferred Owner account. Please let us know if this is acceptable to the customer. We will mail a check with 48 hours of the customer agreeing that this will satisfy them.

Complaint: [redacted]
I am rejecting this response because:
I spoke to the used car sales manager the day after we bought the car and he said that they would not do anything about the scratches.  I asked if we could return the car since they would not do anything about the scratches and he said no.  I have already took the car to [redacted] and they buffed the car but they charged me $300.00.  I will resolve this issue if the dealership reimburses me for the $300.00 and I will give up the $500.00 preferred customer card.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] MANAGER
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@schmittcadillac.com
I have reviewed the case notes and customers concern. I have attached 2 job cards to this case. One is the customers final...

copy and one is the original job card with the customers signature of acceptance. We make it as clear as possible at the time of write up regarding any diagnosis fee. We clearly did the same in this case. We let the customer also know that if they choose to do the repairs, then the $89.95 will go towards the cost of the repair. We will still credit the customer the $89.95 when they bring the vehicle back for the repair, assuming it is in a reasonable amount of time. 90 days is usually a fair amount of time. If it goes too long, there could be others issues that arise and that could cause the original estimate to change. We are always willing to work with our customers everyday. We have no business without them. Unfortunately, this case, a refund is not warranted. Please feel free to call or email me regarding this case. 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.
Sincerely,
[redacted]