Bill Luke Chrysler Jeep & Dodge, Inc.

To Whom It May Concern,Our Finance Director spoke with [redacted] today (12/10/14), and answered all of her questions. The issue has been resolved.

A the time of the original service of the A/C system the customer was advised of the possibility of an evaporator leak, there were no visual external leaks from the A/C lines, compressor or condenser (however the evaporator assembly in encased inside a housing under the dash so it not be visually...

seen, therefore since the A/C system was low on Freon it was suspect. As a goodwill gesture Bill Luke Service dept will split thje cost of the evaporator replacement with the customer,. This repair is approx. $1200.00 thus the customer's portion would be $600.00. service advisor Cody Bakken spoke to customer on 9-7-16. Customer states she will discuss with her husband and get back to us on their decision.

We renew the offer to split the cost with the customer for the next 7 days from 6/24/2016.

After looking into the situation further, we are willing to install a new motor for $8493 – which is $1,500 lower than before. Again, this repair has a retail value of $13,321. This price does not include tax, and is valid through 6/30/15.  If the customer wishes to get the repair done elsewhere, we will refund him $1,500.

When the customer contacted us, we offered to give them a full value appraisal without any deductions for any [redacted] issues. The customer paid $12,150 for the vehicle, and they were able to drive it for 11 months putting on nearly 20,000 miles. We’re willing to pay $10,799 - this represents full...

[redacted] value. (Total depreciation of $1,351 (about $123/mo)) Assuming the vehicle is in the same condition as when we saw it last. We will be able to extend this offer though May 7, 2015. Obviously, as time progresses and the car continues to be driven, its value will decline.Summary:[redacted] at Time of Purchase $12,318Price Paid $12,150 ($168 below [redacted])Current [redacted] (4/24-4/30) $10,799Bill Luke’s Offer Good For 10 days $10,799 (Full [redacted])

We are very sorry for the inconvenience this has caused.  We have researched internally with each department and cannot find record of a second key fob.  However, we will replace the key fob for the Rodriguez family and we apologize...

for the inconvenience this has caused.   The [redacted]'s can reach out to Tony K[redacted] (Direct Line: [redacted]) here at Bill Luke to order the replacement key fob. We extend this offer until July 6th.

[redacted] picked up his vehicle from Bill Luke on September 25, 2014. He brought it back for the clicking noise on February 18, 2015 (4 months and 24 days later). We do not know how long it takes a rubber mount to “dry rot” or go bad, there are several things that can contribute to this, wear and tear from weather, driving conditions, and age - just to name a few. That’s why rubber mounts are considered a wearable part. No one is saying a rubber mount will dry rot in 3 ½ months. We are saying the mount wasn’t making noise when it left, and when [redacted] brought it back to us (4 months and 24 days later it was making a “clicking sound”. What I can tell you is that the bushings on [redacted] truck are 8 years and 7 months old with 112,000 miles, not 3 1/2 months old.  Bill Luke did replace the housing, but again did not replace the track bar or remove it from the frame. And again as previous stated the clicking noise is coming from the frame end not the axel end. As this is a simple operation Bill Luke would be happy to show [redacted] which bushing is making the “clicking noise” and why it was not removed. We would also be happy to address the “other issues” [redacted] has, what ever they may be.Bill Luke did not decide to put in an OEM used axel assembly in [redacted]’s truck, [redacted]’s Insurance Company did. Bill Luke did not decide to total or not to total [redacted]’s truck, [redacted]  [redacted] Insurance Company did.  All of this has nothing to do with [redacted]’s bushing wearing out, which [redacted]’s insurance has also declined to pay for. Regardless it is not Bill Luke’s fault [redacted]’s bushing is wearing out and is not our responsibility to replace it. Bill Luke was under the impression that [redacted] felt that if he would have known the bushing was wore out when we did the repairs he would have replaced it. If Bill Luke would have known that the bushing was wore out we would have asked him if he wanted to replace it, regardless this is why Bill Luke has offered not to charge [redacted] the labor to replace the track bar.

Thanks for all your help getting me ready for my trip and always answering my questions! You are so patient to answer and check all my concerns and I feel better safer driving my car knowing you are looking after it.

Our son was trying to purchase a used 2010 Honda Civic. When my wife talked to [redacted] (internet manager) she informed him that our son had already secured financing through our credit union at a rate of 3.99%. He didn't mention at that time that they would charge an extra $1000.00 for the vehicle if we didn't use their financing. Their best rate was 7.99% which would have cost thousands of extra dollars. It is in the very fine print at the bottom of the page which we did not see.
We would have NEVER driven an hour if he had just told my wife during the phone call from our home what their policy was. This is a very dishonest practice at the very least and seems to be nothing short of extortion.
I will tell everyone that I know about this horrific experience and hope something can be done about these sleazy practices.
I have also contacted the [redacted] about this matter.
Next stop [redacted]!!

Upon the inspection of [redacted] pickup on 2/18/15, it showed that the “clicking” noise was coming from the rear bushing of the track bar where it is connected to the frame. A component we did not remove from the frame during the repairs. The bushing visual appearance is consistent for a 2006...

vehicle with over 112,000 miles and with the rest of his original bushings. All steering linkage parts were replaced with new OEM parts per [redacted] specifications, along with an OEM used axle assembly. Bill Luke does carry a lifetime warranty on its workmanship - this obviously includes only items repaired.We are sorry that we could not predict a bushing, that we did not see or take apart, would start “clicking” 5 months later, however if the customer wishes to pay for the track bar and an alignment check, Bill Luke will not charge the customer labor for replacing the track bar.

Mr. [redacted] has been in for numerous check engine light conditions. Bill Luke has made several repairs to the vehicle with the direction of Chryslers Technical Assistance Center. The customer has been provided a rental car at no charge during these repairs as to minimize any...

inconvenience. The check engine light seems to be corrected for a few hundred miles, then the light will come on again. Service Director [redacted] has been in direct contact with the Chrysler District Manager concerning this issue. The Chrysler District Manager has been in contact with Mr. [redacted] and has agreed to do a "vehicle exchange". They are currently working out the details to get this done. This issue is now in the hands of Chrysler LLC.

To Whom it may concern:

Mr. [redacted] is requesting a refund for the full price of the oil change for $182.47 as he states he found the oil to be overfull. He states he has redirects to demonstrate he had to have oil removed. If Mr. [redacted] can provide these documents for our...

review, we will certainly consider a refund on money spent to remove the excess oil from the engine. As for the refund on the air vent that was supposedly not replaced, we never charged Mr. [redacted] for any dash vents. As stated on the Invoice# [redacted], the duct air (part# [redacted]) is the air duct for the recirculation housing under the hood of the vehicle (the attachment shows this housing #**). This was replaced due to a broken recuirculation door inside the air duct housing, as stated on the invoice.

Sincerely,

Service Direector

Bill Luke Chrysler-Jeep-Dodge

We appreciate your time, but we feel that it is best that we no longer proceed with this transaction.

Mr. [redacted],These decisions were made by [redacted] Corporation, and [redacted] cannot do anything unless [redacted] Corp. directs us to do something different. [redacted], Distrcit Manager, [redacted] Corp. made the decision to allow you to put on the LED tail lights, but you would have to...

accept the turn signal problem as it is now, or revert back to the original lighting that comes with the truck. Any future correspondence on this issue should be conducted with [redacted] directly, as it has nothing to do with [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.I have copies of the adverisement and it does not have the financing disclosure.  I talked to a Mr. [redacted] via telephone yesterday and he saw the same ad and said that he was going to have it changed.  I have the proof, if you want, I can fax it to you. 

Regards,

[redacted]

Bill Luke’s Finance Director called and left a voicemail with the customer on 9/1 at 10:15 AM as well as sent an email today, 9/2 at 2:30 PM to discuss settlement.  We are able to extend a full 100% refund on the Service Warranty and the Tire & Wheel Warranty – which equals $4,295 in...

total ($3,600 for the Service Warranty and $695 for the T&W Warranty).  No sales tax was charged on the Service Contract or Tire & Wheel Warranty.  The other mentioned warranties, Perma-Plate and Alarm are non-refundable.  The customer will have until Wednesday, September 7th (5 days) to accept this offer.  After the 5 days, the terms will be subject to the normal cancellation policies which include a pro-rated refund based on time or mileage.      You can accept this offer by calling Mark C[redacted] at [redacted] (Email: [redacted]) or by responding to the aforementioned email and voicemail.

Bought new ram 1500 truck. Factory paint issues found. Went back 4 days after buying and had pictures taken. Didn't hear back from them. Few weeks later called and told they'd get back to me. Another few weeks later called again after not hearing them. This person took some info, previous person didn't, and called me back. Unable to find initial pics. Told come in again. Two months after buying more pics. Talked with general manager. Get truck in for repairs. In for 9 days, told would be 3-4. Miss one of the main issues with paint. Stayed another day. Get back and find fixes not done correctly. Take back. Now see district manager along with general manager. Back in to fix errors again. 4 days later get truck back with still errors. Gam tells me I'm obsessed, rude. Just want fixed correctly. Tack back fix paint again. Then finally get truck back. That's condensed version.

We appreciate your time, but we feel...

that it is best that we no longer proceed with this transaction.

The customer picked up the car (the one he traded in), and his original down payment check was given back to him. We regret that we could not get his financing approved on the 2013 Charger, but we did offer a discount on a new Chrysler 200, but the customer declined.

We regret that we were unable to finance the deal with Ms.[redacted]. We have voided the deal, and there is nothing owed to Bill Luke. We have waived any mileage and restocking fees. As far as we are concerned this deal is closed.