Direct Mortgage

Complaint: [redacted] I am rejecting this response because: I am frustrated that they delayed this long enough that the video of the damage they did to my car was overwritten and are now using that an excuse to avoid this claimVery sad that this dealer chooses to alienate a customer to avoid a few hundred dollar claim on damage they created Sincerely, Daniel [redacted]

Cadillac of Naperville never delayed the process as we have reviewed this from when we were first made of aware of the customers request. We have always tried to accommodate the customer from a courtesy drop off to assisting the inspector with storing the vehicle. Again, the entire vehicle inspection from the front of the vehicle to the side along with tire wear were all common and normal wear and tear items of a vehicle with over 45,000 miles on it. The lease company reduced all these items to a one time expense including the front spoiler/air dam damage that is common from parking lot stops found in most all shopping areas. Naperville Cadillac would accommodate a meeting with the lease company, inspector and customer to see if we can clear the concerns up. The customer is the only one authorized to request and arrange this meeting as Lessor of the vehicle.

On October 12, 2016, Daniel [redacted] asked us if we would return his leased vehicle from ***, We usually only are able to accept vehicles that were purchased from us, as an act of goodwill, we agreed to accept his lease return so that [redacted] could inspect the vehicleWe notified [redacted] and let them know the car was hereThe car was moved into the back of the dealership and securedA third party inspection company, ***, came out on October 17, to inspect the car [redacted] found over $worth of concerned damages but elected to only charge $for possible curb damage and a spare tire, which is not unusual for a vehicle of this nature with over 45k miles on itWe did not perform a formal lease inspection, as we elected to assist Mr [redacted] as a act of goodwillThe banks have several different check in processes on what is considered damaged or not We do not have the detailed information on what [redacted] elected to charge and why they waive some damagesWe are open to assisting Mr [redacted] with reviewing these charges with [redacted] including review of charges for his lease wear and tear

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10995167, and find that this resolution is satisfactory to meI just want your bureau to know that it wasn't because of your letters that this dealership decided to issue my refund I personally sent letters to the CEO at [redacted] and Cadillac to try to get this resolved Another agency Angies List had also intervened in this case after your agency closed the file on meI feel between my letters and Angies List we got this problem resolved.The only thing I didn't receive was an actual letter or phone call apologizing for the problem directly from the general manger or ownerI guess this just shows the quality of customer care at this dealership Sincerely, Gregory [redacted]