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Bill Luke Chrysler Jeep & Dodge, Inc.

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Reviews Bill Luke Chrysler Jeep & Dodge, Inc.

Bill Luke Chrysler Jeep & Dodge, Inc. Reviews (147)

Unacceptable  for the following reasons:
In response to the statement that the issue with my car is not covered under warranty, what exactly is covered? I purchased the car and the next morning when I turned on the ignition the gears would not shift. This is an issue that would've been noticed at Luke, and according to the "50 point inspection" should've been addressed. Who wants are car than doesn't shift properly after not being used overnight?
As far as the warranty, I had to call for about two days to get a straight answer (3 months/30,000miles).
Luke is not doing me a favor by paying $130 for the gear issue. I had the car less than 48 hours, and I would think that proper business practices would just cover that. Had I been told that Luke is incapable of fixing Smart cars, and that my car would go elsewhere for an undetermined amount of time, that would've been a cause for discussion. My car was taken in just under a week ago for what turned out to be a case of reprogramming. For almost 7 days, I've been without a vehicle and it was only after lodging complaints that I received updates. 
Why was I not offered a rental? As far as warranty, what is covered, as it seems that Luke makes up the rules as they go. Initially, I was told 3 different stories in regards to warranty.
My experience with Luke goes beyond my car's service issues. I have been extremely candid about my negative experience, going back to the sales portion of the transaction. Unfortunately, since I am very new to Az, I didn't know what place to do business with, I knew I wanted a Smart Car, and I needed a car right away. 
From step one all the way through service, it's been a headache. No one at the dealership cares, as I've called management but no call back, I've gotten to the point where I am so disgusted, I will continue to write negative reviews.
I'm very concerned because what if I need service in the future? I'll just have to wait and hope I get my car back in a reasonable amount of time?

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I received the check. Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The dealership is clean and what you would expect from a large dealership, but the sales experience leaves something to be desired. They lowball trade in offers and don't even come close to Kelly blue book. I tried to trade in a 2014 Toyota 4runner limited with only 11,000 miles on it. That kbb says a fair trade in range was 35,500-37,500. Bill Luke would only offer 30,000 and then gave me a big speech about them having to take the risk blah blah. I made a full price offer on a 2014 dodge ram 2500 but they still wouldn't work on the trade in to at least make it close to fair. Your loss Bill Luke. I shall buy somewhere else.
I even did the trade-in evaluator on the Bill Luke website before I came down there, and it said my trade should be worth 35,369-36,748. Maybe you shouldn't have a trade in evaluator if you don't even try to come CLOSE to what it says.

I give this dealership a fail.

First, I was given misleading information by the online sales people over the phone. I guess I didn't read the fine print, everything can be changed when you walk in the door. Probably if I was told truth, I wouldn't have driven the 6 hours round trip. That would have saved me time and money.

Second, I checked in and stood around for 20+ minutes. That's unacceptable and unprofessional.

Third, changing out sales associates. As a customer it is very frustrating to explain all of your information again. This is also a sales tactic that aims ad null and voiding any prior agreements!

Fourth, identifying my trade in as a salvaged title was appreciated. I was made feel like some how I was trying to cheat them?

We are a legacy Jeep family and have been using Jeeps since WWII. I have never been so put off by a dealership before. I will be contacting some folks You should avoid doing business with this dealership. I may not be a millionaire who buys the most expensive thing on the lot. But that doesn't mean I'm any less of a customer.

Wow! This was the most amazing car buying experience that my husband and I ever had that we both ended up purchasing new vehicles in the same week! We usually always buy used vehicles for sale by owner, just to avoid dealing with dealerships, but we would definitely purchase from Bill Luke again!

TERRANCE was the most PERFECT, HONEST, STRAIGHT FORWARD and KNOWLEDGABLE salesman we have ever met. Fortunately he has a unique company like Bill Luke behind him encourage and support him in this type of excellent service. We never felt pressured or uncomfortable, we actually had a fantastic time and enjoyed the whole process...even the financing part was great!

First we found the vehicle we wanted on their website which was easiest to navigate and use and ACCURATE! Then to make it INCREDIBLE.... the "LOWEST BILL LUKE PRICE" is right there UPFRONT on their website ! Finally a dealership that is open and honest right upfront !! Their prices beat the other dealerships by a lot from all the vehicles we checked due the their high volume.

We then went down the dealership just to see the car we were dreaming about... and no one approached us which we LOVED....as we do not like high pressure sales at all. We did stop to use the rest room and was asked if we needed assistance. We told them were "just looking" and were left alone... thank you!! :-). We had visited other dealerships so we had a chance to look inside and test drive before we went to Bill Luke, and while they were "ok, and typical dealerships"... we couldn't get a quick out the door price in writing. We also found every salesman lied or made up an answer, rather than finding out the real answers for us.

When we saw Bill Luke had the exact vehicle we wanted, I called and they instantly explained their program and how if I filled out the credit app I would have a out the door price right away. Within a half hour I had an OUT THE DOOR PRICE IN WRITING to my email. No extra fees and add ons that so many dealerships put on at the end. NO haggling about price, NO manipulation of numbers, NO high pressure sit in the office and asking us where we want to be at without really knowing the actual price, etc.

So if you like the typical wheel and deal, jump all over you, high pressure type of sales and don't mind being lied to as long as you think you got a good deal because your monthly payment is low...even with all the hidden fees....then this is not the place for you!

But if you are technologically up to date, love a great website, excellent internet support, and a dealership that has moved into the 21st century.... that is upfront, honest and straightforward.. then try BILL LUKE..and ask for TERRANCE if you really want to have a positive memorable experience!!!

IF Terrance isn't available due to the overwhelming amount of referrals...still know that this is the BEST dealership we've ever worked with and I am sure there are many other excellent salesmen available to help!

Thank you Terrance and Bill Luke! We love both our brand new Jeeps and the great price and service you gave us!

Not a happy customer! My van was brought in to Bill Luke's Body Shop for some repairs and it turns out I needed $1500 in additional repairs. I don't remember my van having extra dings or scratches on both driver side doors. Your adviser [redacted] wouldn't even return my calls, until I told the operator that I was going to contact the Revdex.com. Only than did he call me back. When I went to check up on the status of my van you guys didn't even have a plastic seat cover or disposable floor mat on my vehicle to protect it from your dirty uniforms or shoes!!!! I WILL BE SHARING MY EXPERIENCE ON SOCIAL MEDIA, TO INFORM MY FRIENDS AND FAMILY ABOUT YOUR ILLEGAL BUSINESS PRACTICES!

"He told me to let you know that does not come with a navigation card and I have told you that over 5 times now. Nothing is going to change. You talking to him is not going to change that. I have showed him all emails."
This is an email I received from my sales person when asking for the manager to give me a call. I have been asking for a call from the manager since last week. Neither him nor my sales person have been able to pick up the phone to call me. My experience is here:
I work for a company that strives on "doing the right thing" no matter what. When I go some place and that's not the type of service I get, it is extremely bothersome.
I would give them a D in customer service. The only reason it's not an F is because they're semi-friendly.
I purchased a used car from them which came with a missing navigation SD chip. The car comes with navigation, but without that piece (which costs anywhere from $200-$300) the navigation does not work. You wouldn't sell a car that was missing a wheel, right? I understand items such as a missing spare key, etc. as those are items that don't affect use of the vehicle or its features. I called my sales person (Dale Langford) to ask about this piece. He said he didn't know and would get back to me. 4 days later I still hadn't heard anything so I sent an email to follow up. Instead of calling me he responded and said it didn't come with the car and "sorry for the bad news". Where was my phone call back when he received this information? Would he ever have contacted me at all?
My car was advertised on the website as having a panorama roof. Stupidly, I didn't notice until we had the "delivery" of the car that there wasn't one. I should have looked at this prior to signing any documents or agreeing to purchase the car, but there will be no compensation of any kind to make up for the lack of panorama roof that was advertised or missing SD card. Dale, my sales person, basically stated that there is nothing they're going to do and that "I cannot go over his head. Sorry for the inconvenience" (referring to his sales manager).
I guess that's what happens when you buy a used vehicle from a dealership that doesn't sell that brand (I purchased a Ford). Lesson learned. Will not return here and will not refer anyone here. Maybe some day they will start "doing the right thing" and make sure their customers are happy.

In June of 2014 my wife and I went to Bill Luke to seek a used vehicle as there website showed several we were interested in. 1 week prior to us going to the dealership, a family member purchased a used vehicle with them and spoke of a positive outcome. We contacted this salesman to which he told us to go to a website where we could input our vehicle information and they could give us a trade in value. We did exactly this and it did give us a value to which we thought was low, but were willing to accept. We printed the "certificate of value" and brought it with us to the dealership. We requested the same salesman and met with him when we arrived at 10:30 in the morning, after driving 1 1/2 hours to get there. We told him we had five vehicles we liked from the website to which he began to take us to several of them. After we looked at several of them we determined we were not interested in any of them but one. It just so happened, this vehicle was apparently set to go to auction, and coincidentally another salesman lost the key after a test drive so we were unable to test drive it right away. It was now approaching 12:00 and we were hungry. The salesman told us to go eat and he would have his "key lady" come make a key for the vehicle, and in conversation shared with us it would cost about $150.00 for the key to be made, at the dealerships expense. After we returned from eating approximately an hour later, we met with the salesman who told us this "key lady" has not showed up yet, however the other salesman had located the key and it was ready for us to test drive. We took the vehicle out and liked it. When it came down to talking about the numbers for our trade and there vehicle, they were very stubborn and would not give us anywhere close to the trade in value of our vehicle, and would not move at all on the price of theirs. We presented them with the "certificate of value" that they told us they would give which was considerably more that they were offering us. We were told that the "certificate of value" was only a reference point for them and doesn't mean anything. We also showed them an email we received from the dealership telling us we would get the value that was presented on the "certificate of value" and possibly more. None of this was true and they admitted they only do this to draw people to the dealership. This is poor and false advertisement! My wife and I were still interested in the vehicle which only had one key. Because of our family situation there is a definite need for two keys. We told the salesman we would agree the the deal if they could have a second key made for us. The salesman then told us they could not get a key made for us because the vehicle was a Ford, and they are not a Ford dealer and then told us a key would cost approximately $300.00. This all being said after he originally told us his "key lady" could come make a key at the dealership for about $150.00. Needless to say they were not willing to include a new key in the deal and were lying to us from the get go with false advertisement and poor sales tactics. The most interesting part is, the family member who purchased a used vehicle from this same salesman a week prior also asked for a new key to be included in the deal and they agreed to the deal and had a second key made for them. We spoke to a manager about these issues and were not satisfied by this either. We were given no apologies and left the dealership very glad we did not accept the deal. I would not recommend this dealership to anyone.

prior to purchasing this vehical (2015 jeep grand cherokee) myself & a salesman did a quick walk around. then 3:30 pm or 4 pm vehical was taking to be cleaned & returned early evening. because of a bad back & I had been there several hours was in a hurry to leave.

On thanks giving day 2016 while observing my vehical I notice a small dent under passenger side view mirror. the vehical had been garaged since purchased so my only conclusion it must had been there prior to my purchase, or something happen during cleaning. anyway, the following day I spoke with salesman & he spoke with management.

I was told to bring the vehical to the dealership on monday (11/28/16). I asked if I could return vehical but was told by management due to arizona law that was not possible. so basically, they told me I had no other choice, but offered me $200 (but stated they did not even need to offer me this). they were offering me this amount just as a courtesy & I could do what ever I wanted.

im not an expert on vehical inspections, however I feel the employees who did the first initial inspection & observation should have notice the small dent. I personally feel this was either over looked &/or management decided not to be fixed due to cost reasons. I will always feel in my heart this was the worst deal of my life!!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I received a (coupon) service specials in the mail, the service I choose was the $59.95 for my [redacted]. The coupon specialized "3 GREAT SERVICES FOR 1 LOW PRICE, OIL & FILTER CHANGE , TIRE ROTATION, MULTI-POINT VEHICLE CHECKUP" The multi-point vehicle checkup is what I am concerned about, when I was leaving town I made a quick check over of the truck I noticed the wind shield fluid low, but I did not notice the radiator fluid was completely empty until the return trip This is not the first time they over looked multi-point. I kept a close watch on the temperature gauge on the return trip

My husband and I were in search of a vehicle after our car had been totaled. Looking for something reliable and from a "good dealership" we went to Bill Luke. We looked at a few vehicle and eventually purchased a 2008 Jeep Patriot. The first month the car ran great and we loved it but minor things started happening...the sunroof leaking water when it rained and other stupid things that were an easy fix.

Now it seems every other day something goes wrong. Now the car turns on for three seconds and shuts back off. The alarm will randomly go off.

It's been a nightmare with this car. Absolute crap.

It is so disappointing that we went here with high hopes of getting a quality vehicle with a great dealer but I have realized we made a mistake by deciding to go here.

I called Bill Luke's service department in hopes that they would try and help with the issue and help their customer. They said their was nothing we can do because our warranty doesn't cover it.

I would think if you want a customer to come back for future purchases AND recommend your business to people they would try and work something out.

I would NOT recommend this dealership OR their Vehicles.

Unless you're prepared to dump a lot of money....

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The advertisement that you sent to me is an "updated" version of the original ad that I saw.  I have a copy of the original ad and would be happy to fax it to you, if you would like!

Regards,

[redacted]

This is a poor act in customer...

service, for whatever reason they think its over to give me a car for four weeks and call me while im in the hospital and ask for it back because the people who promised me the 2013 charger told me they there was a deal in place and signed off all the paperwork for the car, if they didnt want me to have the car they shouldn't have let me drive it for close to four weeks, this is not the first car I have bought from a dealer but the first time anybody has ever let me drive off the lot without a deal in place, again from the finance lady [redacted] and from the sales person [redacted] they both said that they had a deal in place, told me what my payments were going to be and when the payments were due, after switching over my car insurance and gas that I put in the car all they could offer me was a brand new Chrysler 200 which has some of the worst reviews on the internet and a dodge dart which is completely the opposite of what I wanted and what I was promised again this is very poor customer service and seems to be act of fraud on several different levels and they seem to have been doing this with multiple customers and I am the only one who has actually reached out and said something about it, I will never buy from this dealer again and I will take this to court if need be with a lawsuit.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

it has not been 5 months ,and all three [redacted] reps agree that those bushings did not go out and drie rot in 3 1/2 months .they removed the entire axle and would have seen that the bushing were bad force from the impact that bent the housing and ale and all the other parts..and I never gave them permission to put a junk yard housing on my truck they tried with the cheapest parts cause there was so much damage that the vehicle wood have been totaled,as I stated in my first response.and bill luke is in the business to make money  not lose money .[redacted] told me that over the phone on 02/18/2015.bill luke would not have gotten the job if the vehicle was totaled.and probably not a lot of other jobs for that matter.they did not even fix the other issues that were wrong on the truck .bill luke is wrong and they no it..I want bill luke to pay for every thing .bottom line

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I had brought the vehicle in initially on the first visit April 2014 because the vehicle engine did not allow it to obtain speeds greater than 45 mph and only starting off in 4th or 5th gear.  At that initial visit Bill Luke stated that a issue with the emission and computer system cause the failure.  On several subsequent visits I was told it was an emission related issue and various components were changed.  On April 3, 2015 the vehicle engine shut off while driving on the freeway without warning.  I was told the fuel injection system failed and needed to be replaced along with the fueling injectors and rail system.  The following visits on April 10, 24 and 29th the same emission issue stated.  Mr. [redacted] stated he was not in authority to address the replacement or repurchase of the vehicle.  I was then referred to Mr. [redacted] and spoke with him on May 1, 2015 and he stated he would need his managers approval and would be in contact shortly.  After not hearing from Mr. [redacted] by the following week I called Mr. [redacted] and Mr. [redacted] on May 7, 2015 left messages for both and have not heard back since then.I have since been told to seek legal council to determine the next process in filing for civil court action or arbitration. 

Regards,

I have reviewed the response made by the business in reference to complaint ID 9899858, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I find the offer made by Bill Luke Dealership unacceptable due to the fact that their representative told me that the repair they did for the $841.57 was all I needed to fix the transmission. After the repair was done the exact same problem still persisted. Their repair changed nothing. Upon returning the vehicle to the dealership again I was told I needed a new transmission. I feel that the repair job was misrepresented and I did not want to put a new transmission in this vehicle. I should have been refunded the $841.57. Their offer to apply the $841.57 toward a new transmission or another vehicle simply makes another profitable sale for a company that I can no longer trust. Therefore their offer is still unacceptable. Regards,[redacted]

Ms [redacted]'s origianl complaint was for a CHECK ENGINE LIGHT on complaint (no mention of a transmission issue). The Diagnostic trouble code was A P0750 solenoid low reverse circuit, we repaired the vehicle by replacing the solenoid pack. The check engine light has NOT come back on since these repairs were performed, therfore the CHECK ENGINE LIGHT has been repaired. 1278 miles after this repair Ms [redacted] came back with a different complaint: Between 35-50 mph when switching into the highest gear vehicle studders. Our technician scanned the system for Diagnostic Codes and there were none, (If the prior repair did not fix the check engine light, there should have been the same P0750 code in the system)...it was not...there were no codes present at all. Our determination is that the transmission torque converter is failing, causing the shudder, therefore needing additional transmission work. Ms [redacted]'s Dodge durango has 190661  miles on it, as we cannot forsee future problems that the vehicle may have, as a goodwill gesture we offered to apply the money spent towards a new transmission or towards a used car purchased at our dealership. We feel this is a fair offer.

We apologize for any confusion, but the customer’s security deposit was never charged, so Bill Luke does not have the deposit to return.

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Address: 2425 W Camelback Rd, Phoenix, Arizona, United States, 85015-3420

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