Dear customer,
We are sincerely sorry to hear about your negative experience and the long waiting time you encountered on the day of delivery.
However, please understand that any vehicle submitted as a trade-in must undergo a thorough mechanical inspection before a final valuation can be issued. This final figure may differ from the initial orientation provided solely through data or photographs, depending entirely on the actual condition of the vehicle and any reconditioning required after the workshop inspection. We truly regret that this did not meet your expectations. Once the final amounts are determined, the process requires updating the internal departments to adjust the purchase operation and generating the updated documentation before the new vehicle can be authorized for release.
Given that you have already been in direct contact with our legal department, we will not expand further on this response, as they have already addressed all points. We would like to clarify, however, that at no point were you held against your will nor was any vehicle parked to block your exit; unfortunately, the overall process was delayed due to the necessary administrative adjustments, resulting in a much longer wait than desired. Furthermore, please be assured that a solution regarding the issues you mentioned has already been managed and provided by our warranty department.
Sincerely,
The Crestanevada Team
