Bill Luke Chrysler Jeep & Dodge, Inc.

In an effort to satisfy the customer we will reimburse the difference between her payoff and her trade-in value. This amount is $350. The credit for her plate fee just finished being processed by the state, and we can combine this with the reimbursement. This amount...

was $191.05.We can mail a total check for $541.05 to Ms. [redacted], or she can pick it up at our showroom. Please let us know how she would like to proceed.

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 reject this solution from Bill luke, instead of them taking Off about 3k from the 13k fix I would be satisfied if they can give me a $2500 check towards getting my motor repaired from this place I found. That would be justice for me and satisfy my needs to keep the 2006 dodge charger.
Thank you,

My wife and I spent the day via web getting through the approval process and explained to the associate we're very time restricted and need to get things in place prior to coming down. They said "okay, we can handle that no problem" so we went through the process and got the per-approval in place. I decided to leave work early and head down and find the vehicle we would purchase, this is after I set an appointment with an internet sales associate. I arrived to find out said associate had left the building and I was put with another sales associate who didn't know any of our information and tried to re-start the process all over again. This is after speaking with the internet sales associate 10 minutes prior to arrival to verify things were still in place. I arrived 10 minutes later and "Oh I'm sorry she's gone" not a good way to begin the personal business relationship.... We unfortunately won't ever recommend this dealership or choose to business with an unprofessional operation that chooses to waste peoples time. Thanks [redacted]!!!!

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.

 

So far I have not received a check for my refund from Bill Luke Chrysler Dodge.

 

 

Regards,

The dealer still needs to provide the vehicle at the advertised price of $16,000.

Mr [redacted] with Chrysler offered Mr [redacted] an offer for a "repurchase of vehicle" with a mileage charge. Mr [redacted] does not accept the offer from Chrysler LLC .Bill Luke as the dealership cannot do anything further as this is a Chrysler LLC matter.

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 belowI purchased truck from [redacted] with LED tail lamps. I just want my truck as it was when I purchased and drove off their lot on July 11, 2014. I should not have to live with defects on my truck that they state could not resolve, this is ludicrous since [redacted] installs the LED tail lamps they should be able to repair said LED lamps. The way I see it, [redacted] has an issue with [redacted] Corp. in getting this truck repaired and in the [redacted] condition as I drove it off their lot. Some how there was a mistake at [redacted] when they built this truck. I should not have to pay for their mistakes. It's up to [redacted] and [redacted] to find a way to resolve this issue that does not change what I purchased in July!Regards,[redacted]

Our Finance Director and our Accounting team has been in contact with the customer.  Jaime (from Accounting) contacted the customer this morning (10/01/2016) to inform the customer that the check had been sent but we haven’t seen it cashed yet in the...

system.

Again, we want to apologize for the inconvenience this has caused.  The General Sales Manager spoke with the customer this afternoon and Bill Luke has agreed to compensate the customer $200 for the down-time of the vehicle.

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,

Vehicle involved in an accident and was brought to this dealers repair shop. Vehicle was not completely evaluated prior to repairs being started. After many attempts to get them to do the evaluations professionally, vehicle was repaired. Cost of repairs would have far exceeded the amount that would have deemed vehicle to be totaled. Now I have a vehicle which still has repairs needed and has no value based on the Car fax report. This was the worst experience I have ever had with a dealer or repair shop. They have cost me thousands of dollars due to the fact that I have to get a new vehicle and there is no way for me to recover the lost value of the vehicle.

To Whom It May Concern,

We would like to apologize for the miscommunication during this process. To clarify, the [redacted] was installed prior to delivery, but because of the miscommunication we are willing to refund the $498.00 to customer. As a result, the refund will effectively...

cancel the [redacted] Warranty.

Please contact [redacted], Finance Director by September 9th, 2014 to arrange payment.

My wife and I flew from Denver to Phoenix, Arizona on Friday, June 3rd with the intent to purchase a 2014 Jeep Compass Limited 4x4 from Bill Luke Chrysler, Jeep, Dodge, and Ram. Prior to this trip, we spoke to their Internet sales rep and were assured that this vehicle had successfully passed a 152 point inspection, was certified, and in excellent shape. During the test drive, we commented on hearing a slight high pitch noise when the vehicle was accelerating. Our sales representative stated that this was a normal sound with a four-wheel drive SUV.

We purchased the Compass, but not until we pointed out that the price being charging was $500 over the present Internet price (which was corrected). After finalizing the purchase, we left the dealership, but less than 20 miles later, the transmission started slipping on the vehicle. We immediately called and discussed the situation with our sales person. We proceeded to drive the car back to the dealership where they met us along with a service mechanic. We took a short test drive with the mechanic verified that there was a "major issue" with the Compass' transmission.

The sales supervisor then sat with us and asked how they could make this right. We agreed to test drive a 2015 Jeep Cherokee Limited, since, at this point, we needed to purchase something or fly back to Denver empty-handed. When we sat down to discuss the Cherokee's price, the Supervisor said he was going to mark down the condition of the car from "excellent" to "fair" in order to give us a great deal due to our prior "inconvenience" with the Compass purchase. The "special" price that we were offered turned out to be exactly the price that was posted on the internet at that moment. After pointing this out, the manager said the best Bill Luke could do was give us $200 off of the $18,573 Internet price. At no point in these discussions did anyone offer to fix the 2014 Jeep Compass Limited, but rather, appeared anxious to get us into something else since we were now a captive out-of-town customer.

Selling a "certified" used car to a customer who flies in from out of state which then breaks down within 17 miles is obviously unacceptable in itself, but then to mislead you into thinking we were given a "unique" deal for this significant inconvenience appears to be a flat-out deceptive business practice. The Cherokee that we purchased, while a fine vehicle, ended up costing us ~$1300 more than we originally planned on spending and did not include extras such as 4 wheel drive; GPS; tow package; and a car alarm that was part of our final negotiated price on the Compass.

To add further insult to the situation, we spoke at length to their Customer Care Manager with the false hope that they would do something to make this right. After the initial phone conversation, emailing (and mailing hard copy) detailing out what transpired, we have yet to hear back from anyone at the dealership regarding this situation. The bottom line is that while the car we ended up purchasing is a good vehicle at a fair price, their ability to deal with our unique set of circumstances - a purchased car that broke down after less than 20 miles after flying in from out of town - reflects negatively on their customer service. Furthermore, their failure to promptly follow-up with us on this matter - despite several attempts - was the “final straw” informally (and publicly) documenting this complaint.

I’m sorry but as a dealer we are unable to buy back the vehicle. Customer spoke with our service manager and he provided her with the Chrysler Customer Care phone number to discuss this issue with the OEM. That number [redacted] In regards to the...

issue, we would be happy to diagnose the issue again. We would be willing to put the customer in a rental car while we troubleshoot the issue. This offer is good through 2/28/2016.

We are sorry for your experience. Bill Luke's Service Department did take the vehicle to the local Smart Dealer on Tuesday 10/25/2016.  The Service Advisor spoke to the customer on 10/27 after leaving a message earlier.  Although the vehicle is outside the factory warranty, Bill Luke is...

paying for the $130 programming fee to reprogram the transmission at the Smart Dealer. The Service Advisor has been contacting the customer to keep her informed of the status of her vehicle.  There is no other plan for recourse at this time other than ensuring the vehicle gets back to the customer with the reprogrammed transmission from the Smart Dealer.

We invited the customer into the dealership and agreed to trade in her vehicle for another vehicle. Customer is satisfied with the exchange.

On Friday evening 9-18-15 Service Manager Earl G[redacted] spoke to Mr. [redacted] and advised him their vehicle was being repaired at the Chevrolet dealership due to the fact that the cylinder head/gasket repair is covered under the factory Powertrain Warranty. He also advised that the Chevy dealer stated...

it appeared the coolant overflow bottle has some type of dish soap in it. Earl confirmed that the Chevy dealer w[redacted] take care of this and that all repairs were covered under warranty and advised Mr. [redacted] of this. Earl also advised Mr. [redacted] that if he needed a rental car during these repairs that his CNA warranty w[redacted] cover the rental car and he c[redacted] pick one up on Saturday from 8-2:00. Due to the Revdex.com complaint we received, Earl G[redacted] then contacted Mrs. [redacted] on 9-23-15 and basically advised her of the same thing. He advised her that the reason it is taking so long is that the Chevy dealer has the parts on order but they have not come in yet. Earl also advised Mrs. [redacted] that he explained to her husband that they c[redacted] get a rental car at no charge, as it is covered by their extended warranty. Mrs. [redacted] declined the rental cat at this time. We will notify the customer when the repairs are completed.

I went to go buy a particular car in mind, Joel H[redacted] put wrong stock number on paperwork giving me a car with 3x more miles then I wanted, I asked 3 times and he said it was right car, I got home and sent a screens hot and he said there is no car like that, next day I went in, talked to a manager, who was rude and he said it was my fault I didn't get the car I wanted, they are shadey, rude and false advertise cars

We apologize to the customer for this error. Our Finance Director has spoken with the customer and when we receive the [redacted] account number from the customer we will credit that account. This was the agreement that was discussed and agreed to by the customer, [redacted]

Mr. [redacted] came in with a printout from our listings page showing an asking price of $15,573.00. This price matches our website price, but the label reads “Price Financing Through [redacted]:*” on our site. Some how Mr. [redacted] was able to find a listing that had mislabeling. If you would...

enter our site on the main page and then funnel to the appropriate vehicle the pricing and breakdown would be more clear to him (see attached). Regardless, even on the page Mr. [redacted] visited, at the bottom of the page would be the disclaimer:

* Internet pricing is only available for prime lender financing through [redacted]. Financing not obtained through [redacted], non-prime and cash transactions will result in an increase in price of $1,000. Any and all actions must be in [redacted] in Arizona. Second key, floor mats, owner's manual may not be available on all pre-owned vehicles. While every reasonable effort is made to ensure the accuracy of this data, we are not responsible for any errors or omissions contained on these pages.

As you can see from the attachments, this is not false advertising and we work very hard to make our pricing clear and transparent. Furthermore, we tried to make a deal with Mr. [redacted] again on 4/9, but we were unsuccessful; hence this complaint.