Bill Luke Chrysler Jeep & Dodge, Inc.

I did not accept the split of the cost as their salesmen told me it was includedfree of cost and they deceived me and refuse to hold up to their word and furthermore go on to insult their customers who have spent hard earned money and trusted them and they pull theses deceivin practices, if not honored I will be forced to pursue legal options as I have a recorded voicemail as prof of the conversation as well as conversation between me and they owners there. This is beyond rude and dishonest I can't believe they would treat their customers in this way, I will continue to share my story with all social media outlets and my attorney generals office so that no others will be taken advantage of and made to feel like sm

We understand the extent of the customer's complaint and we're sorry he didn't have a good experience.  We tried previously to work with the customer and offered to split the cost to add the requested feature to his car.  The customer refused this offer.  We will not be taking further...

recourse at this time.

The cost to repair the evaporator leak is approx. $1200.  In our previous response, we are offering the customer to split the cost of the repair which will more than refund the $513.16 charged for the previous repair (the customer would receive $600 off the cost of the repair vs. $513.16).  At the time of the of the original service of the A/C System, the customer was advised that there was a possibility of an evaporator leak, there were no external leaks from the A/C Line, compressor or condenser (however, the evaporator assembly is encased inside a housing under the dash so it cannot be visibly seen). The vehicle was also low on Freon, which was also a possible suspect for the warm temperature emitting in the vehicle.  This was why the original diagnosis was given for the repair.  We are more than happy to schedule the service to have the leak repaired at the aforementioned discounted price which will more than reimburse the $513.16 the customer was originally charged.

In response to the complaint filed by Mrs. [redacted] (Complaint# [redacted]), Service Manager [redacted] offered $841.57 credit towards either the transmission overhaul or towards a New or Used vehicle purchased from our dealership. This offer is still valid. [redacted]Service...

DirectorBill Luke Chrysler Jeep Dodge Ram[redacted]

Attached to the previous response 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.

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.

The vehicle that Mr. [redacted] purchased does not come with a 3 month, 3,000 mile warranty. This vehicle comes with an implied warranty only (see attached buyers guide), and the customer acknowledged this by signing the attached “Value Line” disclosure. Furthermore, the customer stated on the...

attached “Work Due” Form that he is aware of leaks and declines ANY repair. Additionally, we have attached the signed safety inspection acknowledgement, and declined extended warranty form.We repaired the torque converter as a courtesy to the customer, however we are unable to repair the steering issue as requested by the customer.

We apologize for the confusion, but we will not refund the

money for the oil change. The customer was quoted $89 for a $180 oil change,

which is the price for a 9 quart synthetic oil change. Then we further discounted

that price to $80, which is employee price. Lastly in the interest of...

goodwill,

we discounted the price even further at $61.38. To summarize the customer paid

$61.38 for a $180 oil change.We will however have our Finance Manager call the customer

and review all coverages and warranty options again, and if the customer

determines there is no value in the warranty – then we will refund the full

price of the warranty ($3,017) back to the loan.

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,

This Charger was a value line vehicle and comes only with the implied State warranty duration of 15 days or 500 miles – which ever comes first. The vehicle was sold with 91,000 miles and when Mr. [redacted] contacted us the vehicle has 92,647 miles on it – an amount far exceeding the 500 mile...

allowance.Furthermore, Mr. [redacted] acknowledged the fact that he was purchasing a value line vehicle and that Bill Luke does not provide any warranties on the vehicle other than the [redacted] State warranty. Also, he signed an additional document waiving warranty coverage from Bill Luke. These documents are both attached.We are sensitive to the concerns of our customers are we are willing to offer a significant discount on the installation of a new motor. The cost of a new motor and installation has a retail value of $13,321. We are willing to perform the same replacement for Mr. [redacted] for $9,993. This price does not include tax, and is valid through 6/30/15.

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,

Although we stand by our disclosures, we are willing to offer an one time $500 over the [redacted] Financing Price to Mr. [redacted] for his cash purchase. This offer is good for 7 days from today: 4/25/14.

We went to purchase a used a used 2012 car from Bill Luke, while taking care of all of the paperwork they took the car to get cleaned. After pulling it up for us we noticed 2 dings in the fender that were NOT there, I touched the paint and it was still tacky, against our better judgment we took the car, got home and spoke with the general manager, he said come back and we will sort something out. I came back and he said what do you want me to do it’s a used car, I said it wasn’t there and I did point it out to the sale person, he got very nasty and we left. The next day I returned the car and bought a new 2013 from another dealer. Stay away from this dealership; they don’t support any good practices or use ethics.

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.

Review: I had got into a car crash while driving on the 101 and went to my car insurance company received a check for the damages and was told I could do anything with the check. Contacted Bill Luke's internet department and set up a meeting to get a new car, met with [redacted] from Bill luke and [redacted] approved me for a used 2013 charger after a credit check, they took my money and my old car with the damages and I signed all the paperwork for the new car and promised me the deal had been finished but now calls me 2 weeks later saying they need a joint co signer which was my mom and was unable to make that deal happen because her credit is worse than mine so now today as of 11/30/15 they are requesting that I bring the car back when they don't have my money or my old car with the damages, I was promised this charger after signing all the paperwork and was basically lied to when they only gave me 500 for old car when in bluebook my old car is worth at least 2000 so I was lied to all around from the sales gentleman to the finance woman who signed all the paperwork, all lies from all of them and it terrible customer service.Desired Settlement: I want the car I was promised or a new charger or my money back but they do not have my old car anymore so I'm stuck with nothing after they took everything thinking that they finished the deal.

Business

Response:

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.

Consumer

Response:

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.

Review: I took my car in to Bill Luke earlier this year for a clicking noise in the front end and because my AC was blowing heater hot occasionally. They said they were unable to find any issues, but the clicking has continued.

On the night of Thursday Sept 10, while I was running an errand, my car all of a sudden had a very strong smell of coolant. I drove the short distance home and turned the car off. The fan continued to blow after my car was off, but my temp gauge never indicated that the car was hot. My husband and I checked under the hood and found that coolant was all over the engine and appeared to be leaking from the block. We checked the coolant reservoir and there was a small amount of bright orange coolant in the reservoir. There was no pressure at all when we removed the cap. No sign of bubbles, suds, or anything out of the ordinary except for the leak. I had my vehicle towed to Bill Luke Friday morning. It has been there or at the Chevy dealership that they sent it to ever since. On Monday 9/14, I was told that the issue was that someone had put Tide in the coolant system and that there was a leaking pipe/hose. I told the service writer Toby that it was impossible for Tide to be in the coolant system because no one had access to my car. He said that people can get into the hood without my keys and that if had any more repairs needed I w[redacted] have to deal with my insurance and pay the deductible. It was very shady. He said I was lucky and w[redacted] only need to pay for a coolant flush even though the car is covered under power train warranty with Chevy and I have a service contract thru C&A and Bill Luke. I was told it w[redacted] be ready to pick up on Wed or Thurs. My husband spoke to the service manager on Friday and was told that the head gasket is cracked which is what I told them I believed it was to begin with. My husband told the service manager he was not happy with me being told that the issue was Tide in the coolant system when it was totally impossible for that to be the issue. The service manager acknowledged that it was highly unlikely that anyone c[redacted] have accessed the hood without the keys or without causing damage to the car. He told my husband it w[redacted] be ready on Monday and that they w[redacted] call me when it was ready.

It is now Tuesday and still no car or call. I feel like the 8 weekdays that they have had my car is excessive. They don't call with updates on the issues with the car and I feel like I was just lied to over the Tide in the coolant. There is no possible way that my car had Tide in the coolant system. I don't feel like I sh[redacted] have to pay $90 for a coolant flush when the issue is the leak (which depleted the coolant) and a cracked head gasket. I was not offered a rental car and their customer service/communication is very poor. We always have to call them to find out why the car is not ready; they never call us. I feel like this is an issue they missed when I took the car in earlier this year. My mechanic that I use for my other vehicle c[redacted] have had this repaired in a day or 2 at the most and I don't understand the delay and lack of communication from Bill Luke.Desired Settlement: I want my car repaired correctly and thoroughly and I want it back.

Business

Response:

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.

Review: I bought a [redacted] at Bill Luke . They told me my loan was through the [redacted] and what my payment is etc. Then a week later, he called me and said I have to come up with more money or a co signer or bring it back. I wont get all my money back, and I dont want to buy anything else there because [redacted] was dishonest with me! Im a student and I really need my money back!Desired Settlement: I want them to give me my money back and not pressure me to buy something else. They didnt earn a dime!

Business

Response:

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.

Review: I am a very 'seasoned' purchasing & contracts professional, and I have purchased many new cars over the decades, so I know what I am talking about... While I had no issues with my salesperson, I take exception to the unscrupulous sales tactics by their finance department. They flat-out LIED to me twice, in an unsuccessful effort to 'fear' me into buying an extended warranty on a brand NEW vehicle, that I absolutely did NOT need, by stating that factory warranties do not cover all defective repairs....This is NOT true! Additionally, they intentionally used very confusing numbers and dollar amount to hide the actual cost of the extended warranty. And, lastly, they tried to convince me that if I didn't buy the extended warranty, they would be forced to remove parts of the vehicle's alarm system, and my vehicle would not be protected with an auto-ignition-shut-off, which is NOT true.Desired Settlement: To change the store's policies. Obviously, this industry needs some sort of consumer over-sight, to protect less educated consumers.

Business

Response:

The customer is unhappy that the alarm was optional and not included and ended up declining the service contract that he originally agreed to due to our "devious sales practices." Since this transaction, in both manager and general sales meetings we have reiterated that customers need to be made more aware that the security system that we install is optional and not included in the price.

Dealing with this dealership is the worst experience I have ever had! We pre ordered a 2014 Jeep Diesel and we were treated horribly from day 1 of the pre ordering all the way through the arrival day of the jeep approximately 3 months later. From the sales rep [redacted] to the business Manager [redacted] all the way up to the General Manager [redacted], they were all rude, unprofessional and treated us like we were second rate citizens and that we were just a burden. If you are looking to buy a new car, take it from my experience and avoid Bill Luke Chrysler, Jeep, Dodge!

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]!!