Bill Luke Chrysler Jeep & Dodge, Inc.

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]!!

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!

Review: The customer purchased a used vehicle from Bill Luke Chrysler Jeep Dodge Ram and found out a headrest was missing in the back seat. The customer contacted the business multiple times (i.e. via email, on-line chat with customer service, and telephone) and the business promised that someone would call the customer to fix it. No one ever called. The business ignored the problem and the customer's request and hence, the customer has to escalate the issue to Revdex.com for a solution.Desired Settlement: The customer requests the business fix the problem by installing, at no cost to the customer, a matching headrest in the back seat.

Review: I was sold a warranty/paint protection package that was pre-installed on this vehicle. It is called [redacted] and it was presented as being applied after the sale and it was not. I contacted [redacted] and they contacted Bill Luke with my info, VIN, warranty number etc. Bill Luke assured them it was pre-installed before anyone purchased the vehicle. Therefore, I did not need to purchase this, I was deceived as to whether the protectant was applied, i.e. the tires were pre-installed and I did NOT have to add them to the purchase. The finance manager claimed it was applied during dealer prep after the sale and told Siskin that it was applied before the sale. I have the e-mail from the Siskin rep to prove this.Desired Settlement: I have asked [redacted] CEO of Bill Luke Chrysler Dodge for a refund of $498.00 and have not received it. The finance manager was deceptive. If it was already on the vehicle and I did not want it would they have removed it?? A high-tech paint sealant? It CAN'T be removed. All I am asking for is a refund for a product that I did not need to pay for as it was already on the vehicle. Thank you.

Business

Response:

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.

Consumer

Response:

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.

Review: I purchased a brand new vehicle (2015 [redacted]) from this dealership. The public needs to be informed of their Deceptive Trade Practices.

Long story short - when I signed the finance documents, the Business office employee whose name is [redacted], knowingly and fraudulently stated that Bill Luke Dealership will apply Perma Plate (Leather Protectant and Exterior Protectant) on the leather seats and the exterior of the vehicle. The dealer charged $399.00 for this service called PERMA PLATE and explained that the service will be warrantied for seven years. [redacted] then picked up the phone and told whomever to do the leather and exterior protectant service. He stated that it would only take 20 minutes to apply. The truck was parked in the front the whole time where we were viewing it. They never moved the truck in the back to work on it. The dealership NEVER applied ANY form of leather protectant and exterior protectant on my vehicle. This information was verified and I have documentation to support this fact.

Secondly, [redacted] sold us a Vehicle Protection Program (Security System Performance) for a cost of $398.00. This theft deterrent system is not even installed on the vehicle and [redacted] stated that this security system is noticeable by a Blue Light under the dash. If we decline this service, he stated that he would have to have the security system uninstalled from the vehicle I just purchased. There is NO blue light added security system installed in this vehicle. This was also a fraudulent product that the dealership tries to sell to add to the cost of the contract financing. This information was also verified and I have documentation to support this fact. The truck I purchased comes with a theft deterrent system as it states in the window sticker.

Thirdly, on the vehicle that I traded in (2014 Dodge Ram 1500) I had a spare tire cable and lock on it. I was going to take this lock off and install it on the new spare tire on the vehicle I just purchased. The salesman stated that the spare tire cable and lock comes with the vehicle, but instead, the dealership removed the cable and lock from the new vehicle that I purchased. At this point in time, I have no lock on the spare tire - I am very disappointed!!! I am requesting a refund of $797.00 and a new spare tire cable and lock.Desired Settlement: I need a TOTAL refund of $797.00 for the two product services that I never received and I also need a new Spare Tire Cable and Lock that was promised and should have come with the new vehicle that I purchased.

Business

Response:

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]

Review: I was duly noticed via a Safety Recall of a defect in my [redacted] purchased from Bill Luke Chrysler Jeep & Dodge, Inc. on 11/25/2012 in the amount of $33,768.39.

From Chrysler Group LLC to VIN specific owners..."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."

ADDITIONAL DUE DILIGENCE: I performed...

From [redacted] letter to [redacted], Chrylser Group LLC..."If the alternator fails, the vehicle may stall without warning, increasing the risk of a crash."

From Chrysler Group LLC letter to [redacted]..."During certain low battery voltage conditions associated with the 160 Amp alternator silicon diode thermal fatigue failures, a rapid sequential thermal failure of the silicon diodes may cause the engine stalling without the advanced warning provided by prolonged illumination of the "Charging System Indication Lamp" or by the EVIC..." Further, "Depending on the failure mode and timing, system voltage may drop to critical levels, disabling systems such as the, "Antilock Brake System/Electronic Stability Control, "Engine Control Module/Central Body Controller, or a total vehicle electrical system shut down (in the event of a short to ground failure mode.)"

From [redacted] Part 573 Safety Recall Report..."Description of the Safety Risk: Vehicle shutdown/shut off and /or fire."

Included in the Chrysler Group LLC Notice to owners, was a statement that a permanent fix is not currently available but Chrysler wants to do so as soon as possible. The replacement part needs to be manufactured. NO TIMELINE AVAILABLE. However, the Notice also advises that if the owner had already fixed the problem they will be reimbursed for expenses...no one seems to know how owners might have "fixed" the problem.

Heeding the warnings of potentially catastrophic consequences of continuing to drive my [redacted], I parked/stored it in my garage (12/15/14)...and, starting calling Bill Luke Chrysler and Chrysler Group and [redacted] seeking accommodations/solutions to my being without my car.

Essentially, there are no accommodations being made such as a loaner or rental car reimbursement. I was advised to drive the car and if I experienced a problem, call the Bill Luke Service Dept. (from the hospital or coffin). Not a single person at Bill Luke Chrysler or at Chrysler Group LLC would relent even after recognizing or being faced with the legal consequences evolving from wrongful accidental injury or death caused by the defective vehicle. They adopted the posture of...we'll just take our chances.

I refuse to operate a vehicle that I have been duly noticed is defective and might be the instrument of accidental injury or death to me, my family, or the general public. I should not have to make that choice. I bought the car in full expectation of all owner benefits.

Hopefully, the Chrysler family will come to their senses and develop a responsible accommodation.Desired Settlement: The Chrysler Safety Recall is a CYA for Bill Luke Chrysler Jeep & Dodge, Inc. and the Chrysler Group,LLC. They seek to place an undue burden on the consumer. We are forced to either park the vehicle for an indefinite period and be without the vehicle we purchased...or, drive the vehicle and by virtue of being forewarned of the defective nature of the vehicle, be responsible for any personal or property damage resulting in an accident caused by the defect. Bill Luke Chrysler Jeep & Dodge, Inc. should pick up my defective vehicle and provide me a safe loaner or rental car until my [redacted] is repaired and safe to drive.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Review: Car purchased 5/28/2015, warranty says it was at 15 day or 500 miles warranty. The car broke down Saturday night, motor burnt out. 1 day past the 15 days, at day 16 of car purchase the motor burnt out. Which needs to be replaced, the dealership will not honor lemon law which is why I am filing this complaint. they are trying to charge me $13,000 for a new motor/labor. I think the dealership should honor the car, they sold me in regards to the lemon law. The car is currently at the dealership, not able to raise the funds to repair the car that was just purchase. At time of purchase, I signed over another car, to purchase the car I have now.

Warranty states there is nothing wrong with the car at time of purchase. Based on the inspection they performed, and the paperwork I signed for. Is there anything that can be done, to get my car repair by the dealership for giving me a lemon?Desired Settlement: Would like full repair with motor including labor, and I will be more than welcome to keep the card and it's payment as signed for.

If they are not willing to repair the car for free..based on lemon law, I would like to exchange for another car of the same value/model or would like the trade in refund amount based on the total value of the refund- refunded to me if possible. And this loan wiped clean.

Business

Response:

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.

Consumer

Response:

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.

Review: On September 4th 2014 I purchased a 2014 Chevy Malibu, at the time of closing I was given a written document stating that if I refer a friend within 90 days and that friend would acquire a vehicle from Bill Luke a check for $365.34 will be issued on my name as a referral reward.On November 7th 2014 I referred [redacted] who purchased a 2014 Ford Taurus and financed a $20,000 loan thru Bill Luke financing department.I left a copy of the referral fee document with the financing agent at the time my friend purchased the vehicle, after two weeks of not getting any correspondence I called my sales agent hoping he would explain the expected process, after having no response I went in person and spoke to the receptionist who relayed my message to the pertinent parties.Six week later and after getting no answers from anyone, I faxed a letter directly to the dealership but no answer was received either.Four calls, one visit, one fax and eight weeks later all I got was to be ignored. The amount owed to me is menial however the principle is huge, I consider this to be false advertisement and should not be promised if it can't be delivered.Desired Settlement: The amount advertised was $365.34 I want for Bill Luke to complied with what was promised to me or else don't advertise this referral fee to anyone.

Business

Response:

[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.

Consumer

Response:

[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]

Review: I left 2 messages for Finance and 1 message for my sales rep for assistance on questions with the warranty that I purchased from them. When this happened last month, I let them know that my car was in the shop and I needed urgent assistance. I did not receive a call back. Fortunately, the dealership that had my car for repairs (NOT Bill Luke) went above and beyond to get the information I needed. I contacted Bill Luke finance again today with a Warranty question. As was the case when I contacted them before, I dropped to voicemail after getting transferred back to the operator 3 times. The reason I'm calling Bill Luke now is that I contacted the warranty company directly and they said I needed to take my question directly to the dealership where I bought the Warranty. We'll see if they ever call me back on this one. Since I need a response promptly, I am filing this claim with Revdex.com. Maybe they will give some priority to my question with Revdex.com as mediator.

I am extremely frustrated with this dealership's lack of follow-up. Actually, it isn't just a LACK of follow-up, their follow-up is absolutely non-existent! I can understand if my first call was accidentally deleted or something like that - but 4 phone calls? Very unprofessional. They evidently don't care about customers once they have your money.Desired Settlement: I am requesting a call back on my warranty to let me know what the process would be to transfer the warranty to a new private owner or what the refund would be if we sell my Escape to a dealership.

Business

Response:

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.

Consumer

Response:

[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.]

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,

Review: I sent the below email to [redacted] this on 5/31/13 at 8:17 pm. My husband and I purchased a 2010 Dodge Journey on Thursday 5/30. During the purchase, my husband worked with Randy Thompson, and they agreed on a price of $12,550 for the vehicle. When it came time to sign the contract, we had been waiting for some time and our 1 year old daughter was fussing. We signed quickly, hoping to leave quickly. When we returned home and examined the paperwork, we realized that the price on the contract was 14973, and did not reflect the negotiated price. I am hoping this was a clerical error, rather than an attempt to mislead. We like the vehicle, but do not want to pay that amount. We had been preapproved with our lender for $12,000 and we are afraid that a larger loan was negotiated without our knowledge. (We had a trade in of $1300 and down payment of $3000.) We asked them to please contact us regarding this matter.Desired Settlement: We would like them to honor the price negotiated between [redacted] and [redacted]. We do like the vehicle, but this is more than we were wanting to pay. If they will not honor the price, we would like to return the vehicle.

Review: I left my 2006 Dodge Sprinter van with service manager [redacted]. I advised him I had problems with the AC. A hose had failed and needed replaced. I advised him to go throughout the vehicle and let me know of any other repairs that it needed. I also asked him to do a oil and air filter change out. I also requested a cabin air filter. I received a call later in the day with a quote to do the repairs. The quote included the replacing the hose and recharging the AC unit. [redacted] had also mentioned the broken air vents on the passenger side of the dash. Those were the only suggestions he had made. I was quoted $1200.00. I gave [redacted] the approval to proceed.

When I arrived to pick up the van I immediately noticed the vents had not been replaced. I had not even started the van. I went back and found [redacted] and he said it was an oversize and to bring it back in and they would take care of it. I then went back to my van and started the engine, it was at this point I noticed the check engine light and two other lights were on. They had been on when I brought it in but I assumed this would have been addressed. I had told him to go through the vehicle and let me know what it needed. I went back to talk to Mr [redacted] and he blamed me for not telling him the lights were on. I assumed going through a vehicle would include looking for lights on the dashboard. At this point I had lost all confidence in Bill Luke Dodge service dept.. I went back inside to ask for a refund for the vents that had not been replaced. It was this point I talked with a manager [redacted]. He was very apologetic and offered to make it right if I would bring it back when I had time. I told Mr [redacted] I had lost confidence in his service dept. and would consider it. I got back in my van and was on the I17 headed north when the oil light came on. I pulled over and checked the oil and found too much oil had been added. I then went to the people who normally take care of the oil and filters for me and had them remove the extra oil from the engine. I found on the dash board the checklist that the lube guys at Bill Luke had done for my vehicle. They said my wiper blades were ok. I found that interesting because they were hanging off the wiper arm. I placed the check list next to the check list and snapped a picture. I called back today to ask that the money I paid for the oil change and the AC vent be returned. I was told by Mr [redacted] that 4 months is way to long ago to go back and ask for money back and he insists the door was replaced. The service manager [redacted] is no longer with the company. I do have redirects and pictures to demonstrate I still have a broken air vent and had to have oil removed and I have the checklist and pictures of the wiper blades.Desired Settlement: I believe I should be refunded the full price of the oil change. $182.47 I also believe I should be refunded the price of the air vent that was not replaced plus the labor. $260.00

Business

Response:

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

Consumer

Response:

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

Business

Response:

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

"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.

Our experience was great. This is our 5th Dodge and thus far this was the best buying experience. They were very helpful in making us feel welcomed and more importantly, not pressured. We are from out of town but would not hesitate going back to Bill Luke for our next Dodge vehicle.

Review: I brought my car to Bill Luke to get routine service completed. I receive a loaner car when getting service done because I purchased this feature when I bought my car from them. While servicing my vehicle the dealership got in an accident in my car. While waiting for the insurance to do their investigation on who's fault the accident was the dealership called and asked me to return the loaner car. My insurance company was able to get me an extra day by telling the dealership the investigation would be finished the next day. When I returned the car I had to pay $160 for the loaner car. The service manager assured me they would cover the loaner during this process. He did not say they would only cover a certain percentage. This dealership has the worst customer service I have ever experienced.Desired Settlement: I would like my $160 refunded

Business

Response:

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

Consumer

Response:

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,

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....

Review: I am a 75 year old retired woman.

On 10/28/13 I took my 2006 Dodge Durango to Bill Luke because I smelled fuel on the driver side. Service Rep, [redacted], said they tested the complete evaporation system - found and replaced a defective gas cap and said the vapor line was not plugged in to the vapor canister. I was charged $162.97

The odor of gasoline was 10 times worse so I brought the vehicle back on 10/30/2013. They found a "raw fuel leak, cracked fuel pump and defective fuel supply line." I asked for the used parts and was told that I would have to pay to take them. I declined. I was charged $696.40

On 12/26/13 I took the truck back to [redacted] at Bill Luke because I noticed a stutter in the transmission when it shifted between gears. I EXPLICITLY stated that the vehicle had almost 190,000 miles and for [redacted] to call me if it was a serious problem. When [redacted] called he said it was a solenoid and that would fix the problem. He quoted me $840. I asked what would happen if I did not get it replaced. He stated, "The transmission will go out. It has to be done." I paid $841.57

The stutter was still there and progressively getting more noticeable. I brought the truck back on 1/13/14. [redacted] had not yet arrived so I spoke to Service Rep, [redacted]. I expressed my concern that the problem still existed and also about the miles on the vehicle and asked to be called if there was going to be an additional charge.

I had not heard from [redacted] or [redacted] so on 1/14/14 I called and was told that [redacted] "no longer worked there." I asked for [redacted]. He said he would try to track down my vehicle.

He called on 1/15/14 and said the truck needs a torque converter that would cost about $3300. but that it really needed a new transmission and that would be about $4500. I said, "No, I can't afford that." And was told I would need to pay $97 to get my truck.

When I came to get the vehicle I was told by the cashier that the paper showed there was clutch debris in the transmission. She called [redacted], Customer Service Mgr and conveyed my question - "Why they had not seen debris when they replaced the solenoid? If the debris was there on January 13 it had been there on December 26th" He told her he was sending a new invoice and not charging me the $97, This indicated to me, that he realized that the debris had been there in December.

The cashier suggested that I call [redacted] to discuss the situation. . I called and left him a message. I did not hear back.

I took the vehicle to Adolph's Auto Transmission and was told that the solenoid should not have been replaced. That the torque converter should have been replaced first and that I should have been told that I needed a new transmission.

I called [redacted] again and left messages.

[redacted] finally called me back and I expressed my dissatisfaction and concerns with the service I had received. He asked me if the dash warning light (indicating needs service) was still on? I said, "It was never on." He said the repair form stated it was on. I repeated that it had NOT been on. [redacted] offered to credit the service charge toward the cost of having Bill Luke replace the transmission in the truck. I said, "No, I can't afford it. The truck has too many miles."

He called me back after speaking to his "higher ups" and reiterated the offer or "if I bought a vehicle from Bill Luke they would credit the charge toward that vehicle."

I told him I could not afford to buy a vehicle from them and could they refund me my money so I could use it toward buying a used vehicle.

He said, "NO"

I believed that the first incident with the faulty fuel system was an oversight when they did not find the source of the gas smell the first time.

This second incident with the transmission makes me question the integrity of the dealership and the Service Reps and the competence of the work being done by the service staff. I am very disappointed at being treated this way by what I thought was a long time reputable Arizona dealership.Desired Settlement: I feel that Bill Luke Dealership should refund my money because they misrepresented that replacing the solenoid would fix the problem. If I had been told at that time that I needed a new transmission, I would not have had the solenoid replaced.

I need the money to put toward replacing the vehicle.

Business

Response:

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]

Consumer

Response:

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]

Business

Response:

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.

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.

Mr [redacted] and Mr [redacted] made our purchase a very pleasant experience. We visited another dealer on Friday and were very disappointed in many ways. I was actually dreading doing this again on Saturday fearing a similar experience, but found from the first phone call until the time we drove off the lot the complete opposite. [redacted] knew we were a little pressed for time and did everything possible to speed up the process. To my surprise when I walked into the bathroom there was [redacted] cleaning our old tag. I believe he said "it would be sac-religious to put a dirty tag on a new vehicle". That is Service and was not expected. [redacted] even suggested a restaurant for us to visit knowing my wife was starving. An excellent choice. It was amazing. Everyone was very professional and knowledgeable. We will return and have already spread the word to family, friends and coworkers. Thanks to all involved in this purchase. [redacted] & [redacted]

Review: This complaint is being filed because of the actions of one of the sales man, [redacted], who works here, as well as the management of the dealership. [redacted] is in every way the epitome of they stereotypical sleazy car salesman. While making our purchase, it was all sunshine and rainbows and he came across as an up front and straightforward guy, even telling us cute stories about his wife and kids, but that quickly faded and the lying snake he really is came through. Throughout our entire buying process he kept telling us that he was "tracking down" the second set of keys to our vehicle as well as our floor mats. As soon as we had signed he casually drops in that 'there isn't a second set of keys'. Strike one, especially because if he had just told us that up front it probably wouldn't have been that big of a deal, but lying for several hours and then suddenly remembering the truth is being purposely dishonest. Next, even after we've officially signed on the vehicle, he's still telling us that he has floor mats, but they're being cleaned. He kept this ruse up for several days, then eventually stopped answering my calls, and finally had someone else tell me there were no mats. There never had been. Big fat lie number 2, folks. Then, when it came time for my first oil change, we returned to Bill Luke despite it being quite a drive because good ol' [redacted] told us that oil changes and tire rotations would be free as long as we owned the vehicle, as long as we took it to their specific location. Guess who got hit with a big fat fee for a standard oil change? Yep, he lied about that too. The worst part is that when we told the Manager that we'd been told it would be free and the manager called [redacted] in, he stood there and lied to our faces and said he'd never said that. So there goes the extra care warranty we added on to our purchase. After the treatment we received I would never buy from Bill Luke again- I'd rather take the bus. I now believe the Managers (yes managers, because we talked to 3) are aware of these kind of tactics and are just as dishonest as [redacted]. They all play the same games and even use the same lines. "Go lie to customers, say whatever you have to to make the sale, and we'll back you up". Shame on Bill Luke and [redacted] both. I don't go into businesses expecting to receive something for nothing, but I do NOT think that in this day and age honesty is too much to ask. All of these problems could easily have been avoided by the sales staff simply choosing not to lie. These lies were deliberate and purely for the purpose of making a sale at any cost, and under false pretenses and promises. The keys and floor mats would probably not have been a deal breaker for us had they just told us they didn't have them; however, lying for days and days and then having someone else do the dirty work of telling the truth is. There was simply no reason to lie about free services if there wouldn't really be any because we didn't expect them in the first place. I have a lot of experience in the sales and business worlds and there simply is no reason to lie to customers in order to make a sale; it will ALWAYS leave them feeling cheated, no matter how well anything else goes. These people should all know better.Desired Settlement: I would like the money we had to pay for the ONE oil change/service appointment we had refunded. I would like disciplinary steps taken with [redacted], and I would like their sales practices changed so that they no longer involve lying to customers. Also, if it turns out that the 'warranty' we were upsold is actually a fancy piece of paper that doesn't really cover anything, I would like to be refunded the good money we paid for it as well. In terms of purchasing a vehicle, these are all relatively minor things (with the exception of the warranty); I think its safe to say most people would not change their minds about purchasing a vehicle because of them. There is simply no reason for the lies.

Business

Response:

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.

Review: Purchased the vehicle 6-23-15. Asked the ales person several times if they vehicle came with a warranty. He assured me that it came with the standard "3 month, 3000 mile" warranty that they offer on all of their used vehicles. While driving it home I noticed there was an issue with the transmission. Having just traded in a reliable vehicle I was not able to bring the vehicle right back for transmission work. 6-26-15 I brought the vehicle in and they had to put a torque converter in it. They had the vehicle for almost a week, I had to pay for a rental car, but they fixed it with no questions asked and did not charge me. When I got the vehicle back and started driving it a little bit more, I noticed there was an issue with play in the steering wheel, I thought it might have been normal but I talked to a friend that has the same type of vehicle and he said it was not normal. The steering was not a major concern for me at the time, I figured I had a 3 month warranty so I was not in a huge rush to bring it in. 8-5-15 I took the vehicle back to Bill Luke for the steering to be looked at when they informed me that there was not a warranty on the vehicle, and in fact there was never any type of warranty on the vehicle. I did sign paper work that had "extended warranty" choice and "implied warranty" choice. The implied warranty box was checked, and once again when I asked, the sales guy assured me that it came with the standard, 3 month 3000 mile warranty. They said they would not fix the issue with the steering, and that they could "help me out" which I assume means give me a little break on pricing, but I am not interested in having to pay the dealer to fix a truck I purchased a month and half ago that I am paying over $30,000 for.Desired Settlement: I want them to stick to their word and repair the steering under the 3 month 3000 mile warranty they assured me the vehicle came with.

Business

Response:

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.