Bill Luke Chrysler Jeep & Dodge, Inc.

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The Director of Finance did contact me yesterday and addressed my concerns.  He gave me the information that I needed on my car warranty.  He seemed very interested in resolving my issue.  I am very pleased with how he handled my concern.  Based on his response, I don't believe I will have an issue in the future.  He gave me his contact information in case I need urgent help in the future.

Regards,

Ms [redacted] had her vehicle towed in on 5-9-16 with the complaint of "smoke coming from engine and coolant leaking from engine, check and advise. We pressurized the cooling system found the radiator leaking, replaced the radiator and 1 heater hose. The customer also requested the starter...

be replaced which we did. The repairs came to $1345.72. The vehicle was test driven 4 miles but no smoke was detected at that time. The vehicle came back on 5-11-16 now with the complaint of "vehicle blowing white smoke from exhaust", we installed a pcv valve, recommended a compression test and leakdown test to determine if there is any internal engine problem that may have occurred due to the vehicle overheating. At that time the customer declined any further repairs. Our Service manager offered a FULL refund on the previous repairs which the customer accepted. The customer was given a FULL refund of $1345.72. No further assistance will be offered.

The customer needed to return the vehicle because she was unable to prove the income that she stated on her application, thus we could no longer approve the deal. As a result, the customer returned the vehicle with 440 additional miles and we charged her $.45 per miles for a total of $198....

Additionally, the vehicle was returned in poor condition including tears in the headliner. Even with all this damage, we only charged her $250 total, thus returning $950 of the $1,200 deposit. Please see the attached mileage and condition disclosure, which was acknowledged and signed by the customer.

[redacted], I am sorry for the confusion on this matter. Please come in and see [redacted], the salesman to receive your check. We very much appreciate your business.

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 Bill Luke response simply restates my complaint.  The RECALL is clearly marked "IMPORTANT SAFETY RECALL".  The defect is serious as stated in the RECALL document..."The driver will have limited or no detection of the alternator failing, which can result in vehicle shutdown while driving and/or an underhood electrical fire."  This warning is also prominent in documents exchanged between Chrysler Group and the [redacted].  All electrical "systems" can fail catastrophically without warning.  Having been forewarned an owner would be foolish to drive the vehicle.  Basically what Chrysler and Bill Luke Chrysler is doing equates to a rather dingy CYA.  They are transferring their liability for producing and selling a defective vehicle onto the consumer.  If I drive the vehicle and the defect causes an accident involving personal or property damage, they can say, "I told you so".   THIS IS NOT A NORMAL RECALL...THE REPLACEMENT PART IS NOT AVAILABLE IN A "REASONABLE" TIME FRAME.   Chrysler Group tells me that the replacement part is not available and they don't know when it will be available.  Apparently, it still needs to be designed and manufactured.  It is irresponsible for Bill Luke Chrysler Jeep & Dodge, Inc. to expect me to (1) drive the car or (2) to be without a car for the period of time it will take to repair this RECALLED vehicle.  The responsible action, and the duty owed me, is to come pick up the defective vehicle and leave a safe loaner or rental car until the repair of the RECALLED defective vehicle is completed. 

Regards,[redacted]

Dear Customer,

We make no insinuation that our pre-owned cars come with 2 keys. Furthermore, we explicitly say on our website that “Second key, floor mats, owner's manual may not be available on all pre-owned vehicles.” Regardless, we are willing to reimburse the customer $350 for the key...

they went and purchased. That would have been our cost had they came to us about the key before they went out and purchased it from another dealer. This offer is valid through 6/27/14. Please call [redacted] at [redacted] to settle this dispute.

Sincerely,

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

 

 I did not authorize the blower door housing to be replaced. If in fact it was replaced it should not be my responsibility to pay for unauthorized repairs. I am however curious why when I originally complained about the air vent not being replaced I was not told that I was mistaken but I was told by both the service manager [redacted] and the manager [redacted] to bring it in and it would be taken care of. I was quoted 1200.00 and that price included an air vent replacement. I believe I should be compensated for the entire oil change. Obviously the mechanics who worked on my vehicle were not competent and I had to spend my own time to clean up there mistakes. As I stated on my initial complaint, they didn't notice my wiper blades hanging off the wiper arm. They didn't replace the air vent I am not even certain the oil and filters were changed. I feel that I should be compensated for the entire oil change! And the air vent that was supposed to be replaced and was not. Mr [redacted] made it very clear in my conversation with him on the phone that his main reason for not handling this problem was due to the lapse of time between they service and my request for a refund!

Regards 

On 8/8/16 I was contacted by Bill Luke Tech stating they ran another road test and the Tech stated that they can feel the car stalling when it's cold and even when the SUV has been running.  The tech stated that they think it's the motor but not sure yet until further testing.  I honestly do not think the tech now what is causing this problem.  First they stated it was the turk converted in the transmission, now they are stating it's the motor.  I am having this problem when the vehicle starts up and it stalls when it cold I can image when the winter months comes is this going to be a bigger problem. 
Dodge or Bill Luke are not seeing the whole issue with this SUV, I have had problems after 3 days of purchasing this vehicle and it's only 4 months.  It is VERY frustrating to purchase a vehicle brand new and issue are already occurring with the transmission/motor and making a payment for a vehicle that in the shop most of the time.  As a customer I am NOT able to enjoy my new vehicle.    I don't understand why Bill Luke can not take the vehicle back and provide me a GOOD QUALITY VECHILE.  That's what I and any other customer would except when that's what I would of thought I purchase a GOOD QUALITY VECHILE from Bill Luke. 
Can Bill Luke please provide the number to see if a buy back is optional due to all the problems with this SUV.

We apologize for the inconvenience this has caused.  Our Finance Director has intervened to understand the full scope of the issue.  The employee implicated in this complaint is no longer employed with Bill Luke.  The Finance Director has...

since been in contact with the customer and has issued a full refund. 
Tell us why here...

Complaint# [redacted] On 8-5-16 the vehicle came in for service “Customer states there is a lot of shuttering feeling at all speeds”. We scanned the vehicle for DTC’S (Diagnostic Trouble Codes), we found no DTC’s present or any software updates available for this vehicle at this time. Vehicle was road tested for proper transmission operation. We re-learned the transmission (re-set parameters) and found the transmission was functioning properly. Our shop foreman road tested the vehicle numerous times and did find an intermittent #1 cylinder mis-fire. Our technician replaced the #1 fuel injector to correct this issue. The vehicle was again road tested by the Shop Foreman, Service Director and the FCA (Chrysler Area Manager). The vehicle is operating as designed with no further issues. If the customer is still  seeking a “buy back” the customer would need to submit this directly to FCA/Chrysler by contacting them at [redacted]. Bill Luke Chrysler-Jeep-Dodge-Ram does not “buyback vehicles”, that is handled thru FCA. Sincerely  Rick D[redacted]Service DirectorBill Luke Chrysler Jeep Dodge Ram[redacted]

To Whom it may concern:Attached is a copy of the recall notification from Chrysler Group LLC sent to the customer. It states "Chrysler intends to repair your vehicle free of charge (parts and Labor). However, the parts required to provide a permanent remedy for this condition are currently...

not available. Chrysler is making every effort to obtain these parts as quickly as possible> Chrysler will contact you again by mail, with a follow-up recall notice, when the remedy parts are available.Bill Luke Chrysler Jeep Dodge Ram Service Director [redacted] spoke to [redacted] and asked if he was currently having any problems with the vehicle, [redacted] said he was not having any issues with the vehicle but was not going to drive the vehicle. [redacted] advised [redacted] at the dealership level there was nothing further he could do until the Recall parts were available.

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,[redacted]

There was some confusion with the rental car company. That has been cleared up and the $160 will be refunded to the customer.

[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,[redacted]

Thank you for your response. The problem is that I already gave a payment of $513.00 in which the money went to waste since the problem wasn't fix. I understand that Bill Luke will split the cost however, I'm technically paying the full amount since money was given at the time of service (services that wasn't properly handled) and now your asking for another 600.00. Six hundred would be a fair price if my 513.00 was refund or if that amount was being subtracted. I hope you understand where I'm coming from and will appreciate if a fair solution was actually given to me. Thank you.

Bill Luke is a market price store, and we price our vehicles according to the market. In our market, prices fluctuate constantly, and thus we have to react and adjust our prices to remain competitive. Thus prices will not remain fixed during our product’s life cycle. The true cost of our...

vehicles is broken down very clearly on our website both in presentation and in our disclaimers. For example, our disclaimer reads: “Internet pricing is only available for prime lender financing (600+ FICO Score) through Bill Luke CJDR. Financing not obtained through Bill Luke, non-prime and cash transactions will result in an increase in price of $1,000. Any and all actions must be in Maricopa County 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.” This is clearly listed on each and every vehicle. Furthermore, we show 2 prices on all of our vehicles, one with financing and one without so there can be no confusion.

Mr. [redacted] is currently disputing this matter with his credit card company in the amount of $442.47. In an effort to resolve this issue, if Mr. [redacted] can give us a "break down" of the disputed amount of $442.47, along with the receipt we earlier requested (as to the charges he incurred of having to get the excessive oil drained) we will consider some type of refund.

Thank You

Customer's vehicle has been repaired, and has been delivered back to the customer.

Bill Luke Chrysler Jeep Dodge Ram is in contact with FCA Chrysler STAR Technical assistance pertaining to the issue the vehicle has a slight "nibble" feel when driving at freeway speeds. At this point we asked the customer to bring the vehicle back for further testing requested by STAR...

technical assistance. The customer did drop the vehicle off at the dealership on the evening of 8-5-16. The customer was advised we would resume diagnosis of this condition on Monday 8-8-16. As far as getting the vehicle bought back that is something the customer would have to initiate with FCA Chrysler corp.

[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,[redacted]