Lithia Chrysler Dodge Jeep Ram Fiat of Santa Fe

There was a check in the amount of $that was issued 4/20/to State Employees CUThe check cleared our account on 4/25/This is the refund Mr [redacted] is referring to

Tell us why here So [redacted] brought her vehicle to our service center She was upset because we told her to further diagnose her vehicle it would cost an additional to into the engine because we believe she has internal engine damage She came up to the Sales department and they appraised her vehicle as if it were in running condition We offered her $11,but let her know that she would have to continue the tear down process on her engine before we could give her the 11k and it had to be in running order So initially she had a bad radiator and just the diagnosis for that was which she agreed to The service team told Ms [redacted] that to further diagnose the vehicle it was an additional She declined to do this We also determined that she drove her vehicle past the radiator over heating and in this case the vehicle stores this information Because she didn't just pull over once it over heated and kept driving she may have done severe engine damage We declined to move forward with her purchase of a new vehicle at this point I don't feel we did anything wrong in this case we only tried to protect ourselves from making a deal that did not make sense to our dealership We had let Ms [redacted] know from the beginning that the trade value was based on her vehicle being in running order We were upfront with what the next steps would be and she declined to do further work to her vehicle and we declined to do a car deal

Hi this is Cory V [redacted] I am the GSM at Lithia Santa Fe and I have been chosen to respond to this complaint I am very sorry for the level of service that you have had at our service center I would most certainly like to discuss the problem or problems that you have had with our service department We are continually trying to become better at taking care of our customers and talking with you would definitely help me understand what we could do better If the only request is to simply cancel the oil change contract we can do that and either refund the amount of the cancellation to the lien holder or to the customer directly if their is no lien Please let me know what is the wish of the consumer I would like to discuss the cancellation with the customer if at all possible We really do take these complaints very seriously and are striving to earn customers for life If the consumer would like to contact me directly I would really like to discuss this situation, again we are very sorry that the service received has been sub-standard Thank you,Cory V [redacted] GSM Lithia Santa Fe###-###-#### [redacted]

Attached you will find the purchase agreement details (carbon copies of original signed papers were mailed to us/the buyers on 1/9/and proof of that envelope is also included); also attached is the written promissory note from Steve Y*** which assures us of no further issues, yet we have
continued to have issues and this note has not been honored per Steve's written assuranceAlso included is one of the invoices that was requested from my LLC business to reimburse us for the initial 'falsifying' of the sale price which was reimbursedI also have proof of all three reimbursements made from the dealership, as well as proof of the date the dealership paid off the loan to Chase bank, and finally the carbon copies of the purchase agreement and financing contracts which were mailed in the envelope attached in the evidence in this message (dated as such)

To whom it may Concern, Revdex.com, After careful research I have found email responses from *** ***, the service advisor from *** ** ***, The closest Chevy Dealer, to our service advisor
Kim H*** The purpose of sending a Chevy Equinox to an actual Chevy dealer is because they are equipped with computers, software and factory training to ensure the job is done right the first time without a come back. The reason the transmission took so long is because *** ** *** has a back log of work, and a lack of technicians. The original repairs made did not correct the customers concern with the transmission A control module was replaced but still not operating properly so vehicle was not released to the customerChevy needed to get the vehicle back into a technician to tear down the transmission for further diagnosisThat created a lot of the delay, plus other delays waiting for Chevy to get corrected quotes to Kim then waiting for the used transmission to arrive then install The customer was made aware of this delay as well. Chevy was who ordered the transmission for this customer after they properly diagnosed the problem. The deductable being waved was never discussed. If Chevy wanted to waive the deductable the invoice would’ve been paid but Chevy would have had to pay the deductable instead of the customer The consumer is always responsible for diagnostics until the vehicle failure is found/ verified and the extended warranty approves coverage for the failed item. If the item is not listed for coverage then it is the consumers responsibility for any fees or repair costs. Any deductable will not be charged again if the repair is for the same item previously repaired under the warranty. Now it seems the vehicle is in need of more work done. The customer did have to return to Chevy for a new concernTheir, Chevy dealer, RO was written 7-31-On 8-3-Kim received a fax with the repair estimateThe advisor, ***, was advised prior Kim needed a copy of the r.ohe wrote so Kim will have the vehicle information with current mileage, quote and explanation of repairs neededOnly received a quoteThe r.o copy and repair explanations was received by fax on 8-7-That is when Kim was able to write a r.oso she could submit to the extended warranty for approvalShe received approval that same day 8-7-and faxed information back to Chevy dealer so they could complete the repairs or order parts if not in stockAs of 8-11-she has not received a phone call, fax or email about the statusSo she called the dealer 8-11-and was advised *** is no longer with the company Joe is the advisor that will take care of the customer and will call her with status but at this time he has not been able to check on status to give her update since he is the only Advisor at the moment. I know it is unfortunate that sometimes mechanical failures happen and when they are major they may take a long time to get repaired. I know that at this point I, Carlos A***, and Marc N*** have not had any voicemails or emails left regarding this or any other transaction from the customer. May 19th happened to be a Friday and depending on what time the vehicle was actually brought to Chevy it would have been four days to get approval for the diagnostics. I don’t believe that any negligence on our part was performed. Cory V***General ManagerLithia Chrysler Jeep Dodge Ram Fiat of Santa Fe###-###-####

Complaint: ***
I am rejecting this response because:This dealership is lying about materially factual information; I have provided and attached obvious evidence of the items that prove they are not being held responsible for the missteps they took in transacting in a proper fashion which ranges from lying, and office practices that have failed numerous timesThere were agreements put into place with a contingency that there would be no further issues (hand signed letter from GM), however, it was later revealed that the dealership (and Steve Y***) lied about speaking with Chrysler Capital in regards to the loanIt is on record in a conversation at Chrysler Captial's office of the president (*** being the representative who the conversation occurred with) in which there is clear information given that Lithia Chrysler Dodge Jeep had never spoke with Chrysler Capital (nor Chrysler Captial's field director as the operating department at Chrysler Capital would have record of such conversation since I was informed that is a director were to get an issue such as this brought to their attention, it is standard protocol to report it to the operating department and said record would be available) in regards to this particular situation as there would have been record of such conversationWhen the compensation was agreed upon ($3800), this was done under the information that Steve Y*** had done his due diligence and spoke with all parties involved including Chrysler CapitalTo later find out this was not done, we feel this is one more added lie to the situation.Secondary to that, the dealership feels that they have done everything correctly in terms of delivering a proper contract; however, this contract was signed under the assumption of a refund being returned to us because we could not be guaranteed that the vehicle would remain available if new contracts needed to be printed and mailedThis was the first check in question that Steve Y*** feels was not in violation.Finally, to reiterate one more point; the dealership did not mail us copies of our financing contracts and purchase agreements until 1/9/17, nearly days after the reported sale dateThis dealership has held funds of ours that was not theirs to hold, as well as they have not delivered on the sale practices any competent dealership is legally bound to provide.If the dealership will not purchase the vehicle back, they should be held accountable to the written promise given that no further action would be required on my part in terms of time spent on this and material information being lied aboutFind us a solution that makes this issue disappear, and so we can move on! Im tired of getting calls from Chrysler Capital to only inform me this dealership has lied, and that they will not stand behind their own promises
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

There was a check in the amount of $1924.75 that was issued 4/20/16 to State Employees CU. The check cleared our account on 4/25/16. This is the refund Mr. [redacted] is referring to.

As per your letter dated 2/20/2017 we have reviewed in its entirety and our response is as follows:(1)  The price of the vehicle was 51995.00 as your girlfriend clearly signed on the write back.(2)  You both signed your title application also stating the price as 51995.00.(3) Again both of you signed the vehicle buyers order with the price of 51995.00 The check for 3800.00 dated 1/11/2017 cleared the bank on 1/12/2017 (copy enclosed).The check for 920.24 dated December 29,2016  was voided per your request as you wanted the check to reflect your name and your girlfriend.Then we wrote you a check on 1/10/2017 listing both names per your request.We also sent you a check for tax, title, and registration in the amount of 1490.65. We have done everything in accordance to our policies and procedures which has also been echoed by Melinda A[redacted] from Customer Relations at Lithia Corporate.she has found absolutely no violations to this matter nor have we. We feel there has been no wrong doing on the part of the dealership or ourselves. At this point and time we have no cause to buy back your vehicle as it has been proven there is no wrong doing in this matter. We feel we have addressed all your concerns in this matter. Respectfully,Steven Y[redacted]GM for Lithia Chrysler Jeep Dodge Fiat[redacted]Compliant #[redacted]    Reference to [redacted]

Hi this is Cory V[redacted] I am the GSM at Lithia Santa Fe and I have been chosen to respond to this complaint.  I am very sorry for the level of service that you have had at our service center.  I would most certainly like to discuss the problem or problems that you have had with our...

service department.  We are continually trying to become better at taking care of our customers and talking with you would definitely help me understand what we could do better.  If the only request is to simply cancel the oil change contract we can do that and either refund the amount of the cancellation to the lien holder or to the customer directly if their is no lien.  Please let me know what is the wish of the consumer.  I would like to discuss the cancellation with the customer if at all possible.  We really do take these complaints very seriously and are striving to earn customers for life.  If the consumer would like to contact me directly I would really like to discuss this situation, again we are very sorry that the service received has been sub-standard.   Thank you,Cory V[redacted]GSM Lithia Santa Fe###-###-####[redacted]

Tell us why here...  So [redacted] brought her vehicle to our service center.  She was upset because we told her to further diagnose her vehicle it would cost an additional 800.00 to into the engine because we believe she has internal engine damage.  She came up to the Sales...

department and they appraised her vehicle as if it were in running condition.  We offered her $11,000.00 but let her know that she would have to continue the tear down process on her engine before we could give her the 11k and it had to be in running order.  So initially she had a bad radiator and just the diagnosis for that was 144.00 which she agreed to.  The service team told Ms. [redacted] that to further diagnose the vehicle it was an additional 800.00.  She declined to do this.  We also determined that she drove her vehicle past the radiator over heating and in this case the vehicle stores this information.  Because she didn't just pull over once it over heated and kept driving she may have done severe engine damage.  We declined to move forward with her purchase of a new vehicle at this point.  I don't feel we did anything wrong in this case we only tried to protect ourselves from making a deal that did not make sense to our dealership.  We had let Ms. [redacted] know from the beginning that the trade value was based on her vehicle being in running order.  We were upfront with what the next steps would be and she declined to do further work to her vehicle and we declined to do a car deal.