Dwayne Lane's Chrysler Dodge Jeep Ram

Complaint: [redacted]
I am rejecting this response because:The matter may be resolved as of tomorrow if I finally get delivery of my new car. I have not yet received any apology from the dealership.
Sincerely,
[redacted]

Service Manager Frankie T[redacted] has contacted Mr. [redacted].  We went over the issues with his car and the lack of communication and empathy from the service personnel.  Frankie T[redacted] will know handle communication with [redacted], and keep him updated on the status of his...

vehicle.  We have technical support involved in helping finding a solution to fix his vehicle.

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]

Dwayne Lane’s has been a participant of the Costco Pricing Program for many years.  Our sales people have been educated about the requirement and guidelines of this particular program. It was extremely unfortunate to hear of Mr. [redacted]’ experience, as we pride ourselves on ensuring that we are...

compliant in every facet of our business while conducting ourselves with the utmost integrity. When Jamie G[redacted], Mr. [redacted]’ sales person, initially submitted the numbers through the dealer link for Costco Pricing, she did not use the correct vehicle options.  The Kelly Blue Book Suggested Retail Value was inaccurate based on that fact.  Subsequently, the Costco Auto Program Member Only Price Sheet reflected an incorrect Costco Price of $18,294.00.  Not yet realizing her mistake, Jamie presented the pricing to Mr. [redacted], to which he then agreed. It was not until after Jamie returned to her sales managers for final deal structure, inclusive of taxes, trade allowance, license fees, down payment, etc. that it was realized that the Kelly Blue Book Suggested Retail Value and Costco pricing was wrong.  If Dwayne Lane’s would have sold the vehicle at the Costco Pricing, it would have resulted in a significant loss to the dealership.  Our sales management team provided Jamie with the CORRECT pricing of $19,713 to Mr. [redacted], who declined the new pricing. . What happened to Mr. [redacted] was not intentional nor was it under false pretense.  Jamie simply made an honest human mistake.  Jamie has taken full accountability of her error.  Since then, we have not only reiterated to our sales team the significance of accurate selection of vehicle options but have required that each re-familiarize themselves with the program to ensure an error like this does not occur again.

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 at this time. Frankie is the one guys so far that has shown sympathy for my family for the vehicle we purchased from them. This problem has not been resolved yet but is starting to head in a better direction. I look for continued help keeping until the vehicle is fixed.Sincerely, [redacted]

My issue with Dwayne Lane's Auto Family was resolved ONLY because I took it upon myself to move things forward. I contacted the loan institution every day to check whether or not Dwayne Lane had sent the paperwork on the the lender. I contacted the dealership almost daily to notify the relevant department that nothing had yet been done.  This dealership has a significant problem in its failure to be honest in its dealings with its customers.  It also fails to effectively communicate with its staff on problems that have surfaced in regard to its customers.  Its telephone system needs revision so that customers calling in with questions do not have their messages dumped into a bulk voice mail that is never answered. I have never encountered another dealership that does not have any sales department phone line.I picked up my new car last Saturday. I do not intend to have any further dealings with this dealership and I will not refer people to them.

I'm satisfied with the resolution and will consider the dispute settled.
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]

Service Department Manager, James Z[redacted], spoke with [redacted] on August 15, 2016.  Both parties have discussed an amicable resolution.  Possible resolution may include the purchase (not install) of a carburetor.  Both parties will research best option prior to deciding on a final...

resolution.

As indicated in his complaint, the customer did visit our dealership on December 21, 2015 with interest in a Jeep Grand Cherokee SRT. The sale never went through as terms were not agreed to at that point.  The following day, Mr.  [redacted] spoke with the salesman and indicated that he was...

still interested.   Mr. [redacted] had advised the salesman that he would be coming back to the dealership. Subsequently, the salesman took his information to complete a credit application in preparation for his arrival.  However, a credit bureau was never pulled on Mr. [redacted].   Interest alone in a vehicle does not provide surety that the vehicle will still be available when a decision is made to purchase.  The only surety is a signed vehicle buyer's order or contract by the customer. Without a signed vehicle purchase order or signed contract by Mr. [redacted], the vehicle was sold by another salesperson  to a different customer in the interim of his arrival.
 
It is the customer's request that we "fix the pull on his credit" however we show no record of Mr. [redacted]'s credit bureau being ran, thus there is nothing further we can do.

Complaint: [redacted]
I am rejecting this response because:1. The ball joints were not inspected during "safety check". What is listed as "safety inspection" has no checkpoints listed here. I was told the tech either didn't notice it or didn't check it, ehich is completely obvious. 2. The plug changes did not take care of the misfiring cylinder, No. 1, 7, because that is exactly what was goinh on when I brought it back again! The engine light simply is reset, only to come back on again. Just likevwhen I brought it in.. And so what if its the first youre hearing about a request for copy! What do you insinuate by that!? You knew you were ripping me off. 
Sincerely,
[redacted]

Dwayne Lane's  has viewed the complaint filed by [redacted] and have reached out accordingly to resolve the matter.  As of today, we are currently  in the process off trading the customer out of her current vehicle into a different vehicle. The customer is very...

cooperative and satisfied at this time. The issue should be  completely resolved  shortly.

Customer purchased a service contract from Rairdon's of Kirkland that didn't meet his driving habits.  Customer bought a 5 year/80,000 mile contract on 4/29/2012 so it was going to expire on 4/28/17.  Here are the miles when he got his oil changes done. ...

The way this contract was set up 4 oil changes a year at 5,000 miles and you can see there was time that the customer went way above the oil change mileage recommendation that is required for warranty purpose.  Did Rairdon's let him know when he purchased the contract that you should have changed you oil every 3 month or 5,000 miles for this contract to work?  Jon P[redacted] bought a contract that gave you 20 oil changes and with his oil change habits he was not going to recoup all the oil changes that where due to him.  The contract that was sold by Rairdon's of Kirkland didn't meet his driving habits and that is why he had oil changes left and they expired. 4,449  Kirkland11,294 Kirkland    6,845 miles in between oil changes19,999 Kirkland    8,705 miles in between oil changes29,422 Everett      9,423 miles in between oil changes33,367 Everett      3,945 miles in between oil changes37,437 Everett      4,070 miles in between oil changes41,080 Everett      3,643 miles in between oil changes45,236 Everett      4,156 miles in between oil changes48,790 Everett      3,554 miles in between oil changes54,279 Everett      5,489 miles in between oil changes56,790 Everett      2,511 miles in between oil changes64,132 Everett      7,342 miles in between oil changes68,109 Everett      3,977 miles in between oil changes69,460 Everett Thank you,