Bill Luke Chrysler Jeep & Dodge, Inc.

Review: July 11, 2014 - PURCHASED A 2014 [redacted].

July 12, 2014 - First time that I turned on headlamps received an error message stating rear tail lights out and turn signal would blink rapidly. ( THIS IS THE ON GOING ISSUE THAT THIS COMPLAINT IS BASED UPON, AND THAT THE LED TAIL LAMPS WERE ON MY TRUCK AT TIME OF PURCHASE)

August 22, 2014 - Took above said vehicle in for repairs - [redacted]. Received phone call from our Service Advisor, [redacted] that they would have to special order two tail lamps and would contact me when they have received said lamps for installation.

September 11, 2014 - Took said vehicle in for repairs / replacement tail lamps, [redacted], invoice stating tested after install working as designed with no errors. I picked up vehicle an upon turning the lights on error message returned, returned to [redacted] office and he inform me that further research would be done.

September 15, 2014 - Said vehicle was returned to [redacted] body shop for unrelated body work, after said body work was completed vehicle was return to service department for said tail lamp issues, [redacted]. Several days later received a call from [redacted] Shop Foreman to inform me that he needed to replace a wiring harness on said vehicle to resolve the problem. At this point I did not realize that part of their solution was to replace the LED harness with the Incandescent harness.

October 02, 2014 - Received call from [redacted] stating vehicle was ready for pick-up, Invoice [redacted], (please read their detailed solution of said problem). When I picked up my vehicle I noticed that they had changed out my LED Tail Lamps (on said vehicle at time of purchase) with Incandescent Lights, informed [redacted] that this is not acceptable, [redacted] contacted [redacted], Shop Foreman, Mr. [redacted], Service Director, where I met with them in [redacted] office to handle said issue. I was then informed that changing out LED Tail Lamps was the only solution for vehicle's issue. At this point, I let them know that I had purchased said vehicle with the LED Lamps installed and insisted that they work out the solution with [redacted] told me to go with the truck and they would research further.

October 07, 2014 - Mr. [redacted], called asks for and received a fax copy of my Vehicle Purchase Sticker.

October 08, 2014 - Mr. [redacted] called my home and briefly spoke with my wife, she informed him that I was at work an unable to take calls, but he could call my cell and leave a message and I would call him after work or better yet tomorrow when I was off from work. Mr. [redacted] did call my cell and caught me at the end of my lunch break; he stated that he had a representative from [redacted] in his office and would need only a few minutes, at this point he informed me that [redacted] Service Department had put my truck back to factory specs and I had to accept the vehicle as it sits or replace with LED Lamps and live with continual error messages. Being short on time had to return to work, told him both options are unacceptable .

October 09, 2014 - Called and left message for a [redacted], General Manager for [redacted], he returned my call later in afternoon, and after a brief conversation he took the position that I would have to live with the truck the way it is! Which is totally unacceptable, and then [redacted] informed me that the LED Lamps are a $6,000.00 upgrade which seems ridiculous. After further conversation with [redacted] he refuses to negotiate and told me to get an attorney.Desired Settlement: Would like my LED Lamps replaced - and there is no reason that they cannot get them to work properly - they are on other [redacted] Vehicles.

Business

Response:

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].

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

Regards,

Review: I purchased a 2010 Toyota Corolla from Bill Luke in March of 2012. Bill Luke's staff did not give me this key. Instead they sent me to a service manager who tried to sell me different products, including installation of a key less remote entry system. I received a grey tab key, and went on my way, more on this in a second.

I finally decided that it would be nice to have a remote entry system and began looking at my options. I had suspicions that the car already had the system, but wanted to be sure. I called a Toyota Dealership gave them my VIN, my suspicions were confirmed. The car has a factory installed remote entry system. It came from the factory with a key remote. Back to the grey tabbed key, this is a valet key, not that master key.

In essence, Bill Luke tried to sell me a product that I already paid for. If I did buy the key less entry system from Bill Luke, I am sure I would have received the master key in my possession, the one that came with the car, it would have only cost me 400 hundred dollars. Or, to put it another way, because I didn't pay the 400 dollars they kept a part of the car that was mine.Desired Settlement: I want the master key! You know, the one that the vehicle came with!

Business

Response:

It has been over a year since this customer purchased his vehicle from us and it is company policy to give any and all keys we have collected from the previous owner. The We Owe form signed by the customer stated no additions promised after sale. The customer was not offered keyless entry. He was offered and alarm which also came with the keyless entry.

Our website (billluke.com) has a disclaimer on every used vehicle. "Second key & owners manual may not be available on all pre-owned vehicles.

I am 52 years old and purchased my first car at 16. I must say I have had some really bad buying experiences with salesmen and finance guys over the years. However, at Bill Luke my entire time with [redacted] and [redacted] was amazing! Without a doubt the best time I have ever had making a large purchase. Bill Luke is lucky to have these two men working for them. I love my new Ram 3500 and so do a couple hundred people I work with. I've been recommending them to talk to [redacted]. My wife even have a good time. This is amazing I have never seen her laugh buying anything even closed to 40k. Thank you~ A new long Customer.

Review: In response to a cars.com ad I agreed to purchase a Ford Taurus for $16,000. The add included the following representations: (http://www.cars.com/vehicledetail/detail/653603602/overview)

NO UNWANTED DEALER ADD ONS

BILL LIKE IS ONE OF THE FEW DEALERS IN THE VALLEY THAT DOES NOT HAVE HIDDEN ADD ONS IN OUR PRICING

at BILL LUKE WHAT YOU SEE is WHAT YOU GET

WE WILL PAY YOUR INBOUND AIRFARE

The dealer required I complete a credit application. When they approved my credit application they required a $1,500 deposit. After I made the deposit they informed me that I had to accept their loan or pay an additional $1,000 later they informed me there was an additional registration fee of $400, which turns out to be actual an undisclosed documentation fee.Desired Settlement: Return of the $1,500 security deposit and delivery of the vehicle for the advertised price of $16,000 and including the inbound airline ticket.

Business

Response:

We apologize for any confusion, but the customer’s security deposit was never charged, so Bill Luke does not have the deposit to return.

Consumer

Response:

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

Business

Response:

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

Review: Dealership(Stephanie C[redacted], claims that the dealership has the best price with no hidden charges. Offered to purchase a 2013 Jeep Grand Cherokee Overland (Stock No. CU[redacted] If you do not use their financing the charge and extra $1000.00, not sure what this has to do with the asking price if they claim to give it back to the customer???

Dealership also claims that the advertised price is the lowest priced offered but they keep lowering the price by $500.00 every two weeks.

-------- Original message --------

From: Stephanie C[redacted] [email protected]

Date: 01/08/2016 4:51 PM (GMT-06:00)

To: jimh[redacted]@aol.com

Subject: RE: RE: Re: Jim,

Just as courtesy, with your own financing, the price does go up $1,000 dollars. You are looking at $29,573 plus the fees.

We do not transport the vehicle. If you are looking to transport it, that is something that needs to be handled on your own end.Desired Settlement: correct their advertising and list their true cost of their vehicles.

Business

Response:

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.

Review: WE TOOK OUR 2006 DODGE RAM TO BILL LUKE FOR DAMAGE FROM A RECENT CAR WRECK..PER [redacted] AUTO INSURANCE.HAD NEVER USED THE BODY SHOP AT BILL LUKE EVER.HAD GOTTEN ROUTINE MAINTINANCE THERE THOUGH .TOOK OUR TRUCK THERE ON 9-14 IT TOOK TWO WEEKS.THEY HAD TO REPLACE THE WHOLE FRONT AXLE AND HOUSING AND ALOT OF OTHER PARTS.WELL THE FRONT END STARTED SHAKING AND CLICKING. AND WE TOOK IN 2-17-2015 AND THEY SAID THEY WOULD LOOK AT IT .EVERY THING THEY WORKED ON COMES WITH A LIFETIME WARRANTY THROUGH [redacted] AND BILL LUKE..WELL THEY WERE STALLING ALL DAY ..ON 2-18-2015..AND AFTER GETTING THE RUN AROUND .I TALKED TO [redacted] AT BILL LUKE AND HE SAID SOME BUSHINGS WERE DRIE ROTTED AND CRACKED..IT HAS ONLY BEEN 4 MON.SINCE THE REPAIR.AND I TALKED WITH MY SERVICE REP AND HE SHOWED ME WHAT THEY HAD DONE ON THE REPAIR..THE PUT PARTS ON THE TRUCK THAT ARE WAY LESS THAN WHAT WAS ON THERE BEFORE,AND THEY HAD THE WHOLE FRONT END APART AND PUT THE TRUCK BACK TOGETHERWITH DRIE AND CRACKED BUSHINGS..WITHOUT CONSULTING ME..THEY CALLED ABOUT COSMETIC STUFF THAT WE PAYED OUT OF POCKET ,WHILE THE BROKEN PARTS WERE OFF AND THERE WAS NO LABOR CHARGE .SINCE THEY HAD TO TAKE THAT PART OFF ANYWAYS..I TALKED TO ALL THREE LEVELS AT [redacted] AND THEY TOLD ME THEY DONT BELIEVE THAT THOSE BUSHINGS WOULD HAVE GONE OUT IN 4 MONTHS.AND PROBABLY SHOULD HAVE BEEN REPLACED FROM THE START..BUT BILL LUKES GUY WILL NOT SAY THEY DID ANY THING WRONG THAT THE BUSHINGS WERE FINE .NO THEY WERE NOT .THE TRUCK NEVER MADE THE CLICKING SOUND BE THE WRECK UNTILL A FEW MONTHS AGO .THEY TOOK IT APART AND PUT DEFAULTING PARTS BACK ON OUR TRUCK BECAUSE THE BILL WAS CLOSE TO TOTALLING THE TRUCK AND THEY WOULD NOT HAVE GOTTEN THE GO AHEAD TO DO THE HUGE JOB THEY GOT PAYED FOR..SO THERE FOR THEY WERE RUNNING A SCAM ON ME THAT I DID NOT FIGURE OUT UNTILL TODAYDesired Settlement: I WANT THE TRUCK FIXED AT BILL LUKES EXPENCE.OR GIVE THE 480.00 DOLLARS THEY SAID IT WOULD COST TO FIX THE PROBLEM,THEY SHOULD HAVE FIXED,IN THE FIRST PLACE

Business

Response:

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.

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.

it has not been 5 months ,and all three [redacted] reps agree that those bushings did not go out and drie rot in 3 1/2 months .they removed the entire axle and would have seen that the bushing were bad force from the impact that bent the housing and ale and all the other parts..and I never gave them permission to put a junk yard housing on my truck they tried with the cheapest parts cause there was so much damage that the vehicle wood have been totaled,as I stated in my first response.and bill luke is in the business to make money not lose money .[redacted] told me that over the phone on 02/18/2015.bill luke would not have gotten the job if the vehicle was totaled.and probably not a lot of other jobs for that matter.they did not even fix the other issues that were wrong on the truck .bill luke is wrong and they no it..I want bill luke to pay for every thing .bottom line

Regards,

Business

Response:

[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] 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.

[redacted], Finance Manager at Bill Luke car dealer Phoenix, refused to sell me a car unless I signed a form allowing them to sell my "non public personal information to non-affiliated third party entities" (read: my SSN and all other info to anyone they want) When I refused to sign this "privacy disclosure" the he handed my check back to me ( full cash purchase) and said he wasn't going to let me have the car. There is much more to the encounter (following me out to the parking lot, yelling at me, etc...) But it appears that selling customer's private information is more lucrative for this dealership than selling cars.

Review: 1. My husband and I bought a 2012 Mazda 6 at the Bill Luke Dealership on Dec. 28, 2013. We had specified that we wanted a car with no accidents & still under factory warranty. After a few weeks we found that the driver's door frame was separating. We took it to a Madza dealership for repair and they quickly pointed out that it was very easy for the body shop to detect that the car had been in an accident (dripped paint and sanded areas) and the door was unsafe. They would not honor the warranty because of the accident and said we had been "duped by Bill Luke". We immediately took the car back to Bill Luke. The manager said they would take the car back and give us a great deal on another car on the lot.

2. After test driving several cars March 22, 2014, we decided on a 2012 Hyundai Genesis (there were no Mazda 6 on the lot). After negotiating back & forth, we finally came up with a final price (eventhough we didn't feel it was a "great deal" & we had to pay $399 in Dealer Doc fees AGAIN). When the car was delivered we were told that there was only ONE key. THIS SHOULD HAVE BEEN DICLOSED BEFORE THE PAPERWORK WAS FINALIZED! It cost us $493.85 to get another key made at the Hyundai Dealership.Desired Settlement: We would like the $493.85 cost of the key. In 40+ years of buying cars, we have never had a car delivered with only ONE key.

Business

Response:

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,

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,

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.

Wow! This was the most amazing car buying experience that my husband and I ever had that we both ended up purchasing new vehicles in the same week! We usually always buy used vehicles for sale by owner, just to avoid dealing with dealerships, but we would definitely purchase from Bill Luke again!

TERRANCE was the most PERFECT, HONEST, STRAIGHT FORWARD and KNOWLEDGABLE salesman we have ever met. Fortunately he has a unique company like Bill Luke behind him encourage and support him in this type of excellent service. We never felt pressured or uncomfortable, we actually had a fantastic time and enjoyed the whole process...even the financing part was great!

First we found the vehicle we wanted on their website which was easiest to navigate and use and ACCURATE! Then to make it INCREDIBLE.... the "LOWEST BILL LUKE PRICE" is right there UPFRONT on their website ! Finally a dealership that is open and honest right upfront !! Their prices beat the other dealerships by a lot from all the vehicles we checked due the their high volume.

We then went down the dealership just to see the car we were dreaming about... and no one approached us which we LOVED....as we do not like high pressure sales at all. We did stop to use the rest room and was asked if we needed assistance. We told them were "just looking" and were left alone... thank you!! :-). We had visited other dealerships so we had a chance to look inside and test drive before we went to Bill Luke, and while they were "ok, and typical dealerships"... we couldn't get a quick out the door price in writing. We also found every salesman lied or made up an answer, rather than finding out the real answers for us.

When we saw Bill Luke had the exact vehicle we wanted, I called and they instantly explained their program and how if I filled out the credit app I would have a out the door price right away. Within a half hour I had an OUT THE DOOR PRICE IN WRITING to my email. No extra fees and add ons that so many dealerships put on at the end. NO haggling about price, NO manipulation of numbers, NO high pressure sit in the office and asking us where we want to be at without really knowing the actual price, etc.

So if you like the typical wheel and deal, jump all over you, high pressure type of sales and don't mind being lied to as long as you think you got a good deal because your monthly payment is low...even with all the hidden fees....then this is not the place for you!

But if you are technologically up to date, love a great website, excellent internet support, and a dealership that has moved into the 21st century.... that is upfront, honest and straightforward.. then try BILL LUKE..and ask for TERRANCE if you really want to have a positive memorable experience!!!

IF Terrance isn't available due to the overwhelming amount of referrals...still know that this is the BEST dealership we've ever worked with and I am sure there are many other excellent salesmen available to help!

Thank you Terrance and Bill Luke! We love both our brand new Jeeps and the great price and service you gave us!

Review: I purchased a new 2015 Jeep Grand Cherokee, five days after I purchased it the vehicles started to malfunction. I took it in to the service department, the vehicle has numerous of problems, from engine to electrical. They advised that it is unknown how long it will take to have it fixed or if it can be fixed. I spoke to someone in sales and was told that they can not cancel my transaction or switch me into a new vehicle. I advised that the issue is out of my hands and they still denied to help me. I personally discussed this issue with Managers [redacted] and [redacted], and was not able to get an answer on what was wrong with the vehicle or when it will be completed.Desired Settlement: I would like to cancel the contract or get new vehcile without any penalty for me.

Business

Response:

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

Review: Purchased new 2014 Grand Cherokee 4DR/4 WD Summit Jeep December 26, 2013. Was required to return to dealership for service due to emission related issues April 12, 2014, April 15, 2014, April 16, 2015, April 22, 2014, November 26, 2014,December 4, 2014, April 3, 2015, April 24,2015 a total of eight (8) times. There is one other visit that was mid April 2015 for routine oil change. The initial visit in April 2014 had nearly left us stranded over 150 miles from home and the more recent April 3, 2015 visit required the vehicle to be towed in at my expense after the engine shut completely off while driving in the middle of the freeway without warning nearly causing an accident.The dealer has made several attempts to address issue but have been unable to do so.Desired Settlement: I want a complete replacement or full refund of the purchase price plus reimbursement for all my additional costs incurred.

Business

Response:

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.

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 had brought the vehicle in initially on the first visit April 2014 because the vehicle engine did not allow it to obtain speeds greater than 45 mph and only starting off in 4th or 5th gear. At that initial visit Bill Luke stated that a issue with the emission and computer system cause the failure. On several subsequent visits I was told it was an emission related issue and various components were changed. On April 3, 2015 the vehicle engine shut off while driving on the freeway without warning. I was told the fuel injection system failed and needed to be replaced along with the fueling injectors and rail system. The following visits on April 10, 24 and 29th the same emission issue stated. Mr. [redacted] stated he was not in authority to address the replacement or repurchase of the vehicle. I was then referred to Mr. [redacted] and spoke with him on May 1, 2015 and he stated he would need his managers approval and would be in contact shortly. After not hearing from Mr. [redacted] by the following week I called Mr. [redacted] and Mr. [redacted] on May 7, 2015 left messages for both and have not heard back since then.I have since been told to seek legal council to determine the next process in filing for civil court action or arbitration.

Regards,

Business

Response:

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

Review: we purchased a 2013 toyota yaris one owner clean [redacted] vehicle from them 11 months ago drove from prescott to phoenix to do the deal and we had just gone to trade it in and was told it did not have a clean [redacted] and was a rental prior....so I contacted bill luke to discuss this with them and after a week of no return phone call got a hold of [redacted] who said he would take care of the problem if I came back down and make everyone happy...keeping in mind we just put a 360 dollar set of tires on it 4 days prior and went down there yesterday and our indifference trading in the vehicle on another was greater then the first dealership quoted us and it is fraud for them to have told us this in the beginning ....they said sometimes things get reported by car fax after the car is sold I want them to either buy back the car minus warranties or gap or let us trade it in on another for the same value with no incredible deductions ...we paid 13,000 for the car pd on it for almost a year now and still owe 14,000 something because of warranties and gap yesterday we picked out a 13000 car same price and they said it would go from 298/mo to 500/mo if they can even get it done plus cancel our warranty and gap and not give it back to us or transfer it to the new car but apply it towards new car as down payment....I mean really? this is not fair at allDesired Settlement: stated above

Business

Response:

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])

I received a (coupon) service specials in the mail, the service I choose was the $59.95 for my [redacted]. The coupon specialized "3 GREAT SERVICES FOR 1 LOW PRICE, OIL & FILTER CHANGE , TIRE ROTATION, MULTI-POINT VEHICLE CHECKUP" The multi-point vehicle checkup is what I am concerned about, when I was leaving town I made a quick check over of the truck I noticed the wind shield fluid low, but I did not notice the radiator fluid was completely empty until the return trip This is not the first time they over looked multi-point. I kept a close watch on the temperature gauge on the return trip

Review: Purchased a 2014 Yukon Xl from Bill Luke Fiat. Traded my 8 year old Yukon in great condition. [redacted] said no accidents. Had car a week found overspray on one side paint is bubbling , ran report on carcheck and vehicle had an accident reported. Dealer will do nothing oh well. Went to Bill Luke because our kids bought a car from them a few weeks earlier.Desired Settlement: I want my money back paid cash or my vehicle that had never had an accident or even dent or scratch

Business

Response:

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

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

Review: I bought a 2016 Jeep on Jan 4, 2016. It has been in the shop 4 times since then. It pulls to the left and no one can get it fixed. I called Bill Luke and they referred me to Jeep "corporate", they gave me a case # [redacted] This case # contact person is Monica. She told me to take it back to a Jeep shop again so I did. I think 4 times attempting to get a problem fixed on a brand new Jeep is enough. I want her to let me give the Jeep back to Bill Luke and cancel the purchase. She keeps wanting to try to fix it. Right now it is sitting at [redacted] repair shop....again. I don't want this Jeep back, it's dangerous to drive, it pulls left all the time and every time they have checked it is out of alignment with 1,400 miles on it. It's been in the shop more that it's been at my house. I only have verbal contact with Monica, she's says she doesn't have email to document our actions/discussion in writing, really? that is strange. I've also emailed Chrysler customer service and Chrysler financing.Desired Settlement: I want to give this Jeep back to Bill Luke and cancel the purchase. I am afraid of this Jeep, no one has been able to fix it and I'm concerned about safety and durability. Also no one has been able to find a problem to fix, they just keep realigning it. A new Jeep should not have this kind of problem. I want to give the Jeep back and have the purchase cancelled.

Business

Response:

I’m sorry but as a dealer we are unable to buy back the vehicle. Customer spoke with our service manager and he provided her with the Chrysler Customer Care phone number to discuss this issue with the OEM. That number [redacted] In regards to the issue, we would be happy to diagnose the issue again. We would be willing to put the customer in a rental car while we troubleshoot the issue. This offer is good through 2/28/2016.

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

Review: Letters that were sent to this business and are still unresolved:

1:

On 6/29/15 I came into your establishment to trade in my 2011 Ford Edge for a smaller more gas efficient vehicle.

I was helped by salesman [redacted]. I came in with 3 cars in mind that I viewed on your website that morning before diving to the car lot. When I asked to see these cars they were all sold the day before, so much for keeping your website updated.

I was told that since my vehicle had 95k miles it would not be able to be sold on the lot that it would go directly to auction and the amount I was given for my trade would more than likely cause you to take a loss. I was told the most I could be given for my trade in was $8,700.00 not even paying what I owed on the vehicle which was $9,050.00 left on my loan.

I went online Monday night 7/6/15 and what do you think I saw on your website? It was the vehicle I traded in and was told it would not be able to be sold on the lot. You then turned around and sold my vehicle on your lot for the online asking price of $13,573.00.

I am a single mother of a 2 year old trying to make ends meet every month and I decided to give you my business due to the reputation you hold with the community but I was sure blindsided. I was blatantly lied to and I feel I was taken advantage of due to being a female. There are several car dealerships in my area but I decided to go the extra distance to someone who I thought I could trust.

I work for a large corporation and you can be assured that I will post these documents, information and spread word of mouth letting everyone know of my experience and I assure you I will not be a returning customer.

[redacted]

7/12/2015

2:

To Whom It May Concern,

On Friday July 17th at 4:58 pm a gentleman by the name I believe he said Don, called my ph# 515-822-4367.

He started the conversation stating “If we sold your vehicle for less would you pay us money back?”

I asked “Is that really your business’s response to my inquiry and concern? Is that what I should let Revdex.com & 3 on your side and social media know that is your business and customer experience response to me?”

This was in my opinion not the way to start a conversation or come at the customer?

He then stated they took the vehicle off the site and sent it to auction, this was as of 7/17/15 he told me at that time the vehicle was now sent to auction. I said “If you sent it to auction and took it off your site to cover yourself that is your choice. The action and intent are still clear and I have the print off from the site when it was up there.”

Then he stated “We take cars in, we price them high before we even check to see if there’s anything mechanical wrong with them.” I said “You try and sell cars at a higher price to buyers and before you even know if there’s something wrong with it?”

Then he accused me of twisting his words? I stated I am simply repeating back exactly what he just told me and asking is this another one of your business practices?

He let me know this is a business and they are there to make money then he let me know he didn’t want to talk to me anymore. I thanked him for his time and the additional information.

The phone conversation was confrontational from the start. He said some very disturbing things about your business practices and this issue is still not resolved and has only been made worse.

7-20-2017

I have documents to support all of this.

Furthermore, the agreement was that my tags from my old vehicle be sent as a refund of $206 to me. They ended up adding it to my current loan, that was not at all the clear agreement when I was in the office making the purchase.Desired Settlement: I want the funds due to me, they should have completely paid off my original car loan instead of telling me there was no way they could even resell it for that amount.

Business

Response:

In an effort to satisfy the customer we will reimburse the difference between her payoff and her trade-in value. This amount is $350. The credit for her plate fee just finished being processed by the state, and we can combine this with the reimbursement. This amount was $191.05.We can mail a total check for $541.05 to Ms. [redacted], or she can pick it up at our showroom. Please let us know how she would like to proceed.

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,

Review: Financed a used 2004 GMC Envoy. Car test drove fine 24 hours later "Service Engine Soon" light came on. I returned vehicle to Bill Luke who sent it to [redacted] who said that "it was an emissions issue". After retrieving the vehicle again and being out of town for an entire week with the car parked one day of driving the "Service Engine Soon" light came on again. I returned the vehicle to Bill Luke who sent it once again to [redacted] who after having car for 24 hours said that "it was a wire loose from one of the sensors and everything should be fine now". One week following the "Service Engine Soon" light came on again and the car began having transmission issues. After having Bill Luke tow vehicle to service department I was informed that the transmission needs to be replaced or rebuilt and it would cost roughly $2400. This is only after 6 weeks and 800 miles of having the vehicle. After several days (4 days) of repeated calls and emails to various Bill Luke associates I was informed by the Sales Manager that there was nothing they can do since the car was over 500 miles and 3 weeks from purchase and that their insurance company denied the claim to service vehicle. No other resolution options were offered and I was told that I could have the car towed back to my home for a discounted rate of $50.Desired Settlement: Bill Luke should in good faith repair the vehicle or offer a full replacement used car.

Business

Response:

Mr. [redacted] purchased a “Value Line” vehicle from Bill Luke, which is essentially an “as-is” unit with an implied warranty. The implied warranty specifically states that the dealer does not offer any warranty with this vehicle. Mr. [redacted] signed this disclosure, as well as a separate redundant disclosure that specifically states that he is buying a “value line vehicle” and that we provide no warranty for it. Additionally, in finance, Mr. [redacted] declined any additional warranty coverage.

Attached are the supporting documents as described above.

Thanks,