Bill Luke Chrysler Jeep & Dodge, Inc.

Review: I thought I had purchased a brand new vehicle from Bill Luke Chrysler on December 22, 2014. First of all, the salesman that was in the cubicle next to me told the couple he was selling a car to that single mothers do not belong in a car dealership. That they can't buy cars from a dealership. He continued on this subject for about 5 minutes, denigrating single mothers and their bad credit issues. I was completely offended. Prior to my current marriage of 7 years, I was a single mother for over 11 years. His judgment toward a situation should not have been shared in the workplace and was completely inappropriate. I did mention this to my salesman. Next, the paperwork I signed off on during the sales part was different than the paperwork presented to me in the finance department. I signed a paper with the amount of the car at 21,000 with taxes and fees it was $24,885. The finance documents had the price of the vehicle at the sticker price which was $28,995. Regardless, I drove the vehicle off the lot at 9:30 pm. Within 5 minutes of driving off the lot, the vehicle (which only had 16 miles on it) started to lock up and would not allow me to accelerate. I pulled over and called the service department and left a message. I had to go home so I drove the vehicle home with it jerking the entire way. I brought the vehicle in the next morning and they told me they would give me a rental. I had to pay for the rental. In addition, the rental was a compact car and I have a family of five, plus it was Christmas and I had family coming to visit. The size of the rental was not appropriate. I did complain about this and the service department got me a larger vehicle while they fixed the brand new vehicle. The had to rewire the cam sensors. That didn't work. So, then they replaced the wiring harness. I never received documentation on what repairs were completed and what was actually wrong with the vehicle. I was told when I picked it up four days later, that paperwork was not ready for me and they verified my address to send me the paperwork. I never received the paperwork. I also received a phone call from [redacted] in finance explaining that the loan was approved at a lower rate and that I needed to come in and sign new documents. I should not have done this. I should have returned the car keys since it was being fixed in their service department. I did not. I was told I would have to provide my proof of insurance pay out. I told him as soon as I get it, I would provide it to them. Reminder, this was two days before Christmas. Our insurance adjusters were not responding by email or phone call. The mechanic that completed the estimate was out of the shop until January 5th. We did not receive the final pay out paperwork until January 12, 2015. On that day, I emailed the documentation to [redacted]. He then emailed me back asking that I provide proof of total pay out since the loan amount shows a difference than the pay out amount. I told him I could not provide that to him until the settlement was complete. We have gap insurance that I signed off on, but the lender had different paperwork than I have. I contacted the dealership that we bought that vehicle from and they said they would get back to me. It is now Thursday, January 15, 2015. I have not heard from them. The lender of the totaled vehicle told us that after they receive payment for the car that they could work out a settlement amount for us until we get the gap insurance and other insurance details worked out. Nothing can be done until our insurance pays the loan. Our insurance said it could take up to 10 days. My husband called [redacted] on Wednesday, January 14, 2015 to ask what we could provide other than the gap insurance to get this loan approved. He repeatedly yelled at my husband and talked over him, explaining that he needed the gap document that was promised to him (I never promised him gap insurance documents, he asked for the loan pay off documentation from the insurance and that I provided promptly) or we would have to bring the vehicle back by 9 pm that evening. I wrote an email to the finance director [redacted] explaining the insurance information and the abrupt behavior displayed by Mr. [redacted] toward my husband (the first time my husband had called to talk to anyone at Bill Luke by the way). I also asked for contact information for the lender so I could talk to them about the documentation that they were requesting. Mr. [redacted] did not provide that to me. Today, January 15, 2015, we decided to take the vehicle back and not continue to do business with Bill Luke. I think the customer service that was displayed from the first night through to loan processing was sub par to say the very least. I was told that I had to pay a mileage fee, restocking fee and detail fee for the vehicle. During this conversation both Mr. [redacted] and Mr. [redacted] raised their voices and spoke condescendingly to me and my husband as though we did not understand. Maybe they thought we needed a translator, who knows. I felt denigrated once again and as though I was at fault for something I could not control. Mr. [redacted] argued with me about whether he yelled at my husband on the phone. He told me he did not appreciate me telling his boss that he did that. My answer was, "then maybe you shouldn't have yelled at my husband." He began getting aggressive with me and speaking as though I did not understand him. He was loud and angry. He told me it was very lucky that the vehicle was not damaged in the time that we had it, as though, to imply that we would bring back a damaged vehicle. All in all the situation was disgusting. I told them several times, I did not want to do business with them. Mr. [redacted] kept asking me for the gap insurance and I told him I wasn't going to do business with them. He said he just wanted to approve my loan. My final answer was, "If you really wanted to earn our business and approve our loan, then you should not have yelled at my husband and should not have yelled at me."Desired Settlement: I am very unsatisfied with the customer service that was provided to me and my family throughout this entire process. I feel lied to and now cheated as though I lied to them about my documentation. What they were requesting, I could not provide at this time. I have to wait until the settlement is processed and they were not understanding at all. I have no idea what the outcome will be. I just want to be done with any future business with Bill Luke Chrysler.

Business

Response:

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

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,

Not a happy customer! My van was brought in to Bill Luke's Body Shop for some repairs and it turns out I needed $1500 in additional repairs. I don't remember my van having extra dings or scratches on both driver side doors. Your adviser [redacted] wouldn't even return my calls, until I told the operator that I was going to contact the Revdex.com. Only than did he call me back. When I went to check up on the status of my van you guys didn't even have a plastic seat cover or disposable floor mat on my vehicle to protect it from your dirty uniforms or shoes!!!! I WILL BE SHARING MY EXPERIENCE ON SOCIAL MEDIA, TO INFORM MY FRIENDS AND FAMILY ABOUT YOUR ILLEGAL BUSINESS PRACTICES!

The dealership is clean and what you would expect from a large dealership, but the sales experience leaves something to be desired. They lowball trade in offers and don't even come close to Kelly blue book. I tried to trade in a 2014 Toyota 4runner limited with only 11,000 miles on it. That kbb says a fair trade in range was 35,500-37,500. Bill Luke would only offer 30,000 and then gave me a big speech about them having to take the risk blah blah. I made a full price offer on a 2014 dodge ram 2500 but they still wouldn't work on the trade in to at least make it close to fair. Your loss Bill Luke. I shall buy somewhere else.
I even did the trade-in evaluator on the Bill Luke website before I came down there, and it said my trade should be worth 35,369-36,748. Maybe you shouldn't have a trade in evaluator if you don't even try to come CLOSE to what it says.

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

Review: My husband and I originally purchased a 2012 Jeep Liberty from Bill Luke in June. We were told the vehicle was getting a new clear coat of paint and that they would deliver the vehicle to our home. We recieved it the following day and it had not been detailed. 2 days later the check engine light came on. We took the vehicle to the dealership the following weekend to get detailed and get the check engine light addressed. After having the vehicle for a week, we noticed 2 very large cracks in the passenger door and the hood that were continuing to grow in length. We brought the vehicle back in to the dealership and they informed us that when their painter painted the vehicle he must have put the plastic attchments on too tightly and that caused the panels to crack. They told us they would need to keep the vehicle for a few drays to get it corrected and they provided us with a rental vehicle. Over a week later I went down to pick up the vehicle, this was yesterday. As I walked the car I noticed that there were severeal new superficial scratches on the opposite side of the vehicle that were not there before. I pointed the numerous scratches out and said I wanted them corrected. After waiting 30 minutes, the sales manager, [redacted], and another gentleman, [redacted] brought the vehicle to me and said that they will have me walk the vehicle and point out all the scratches I see that weren't there before and that they "will fix it as best they can" and when I come to get it they will write me a check for $250 and "we will wipe our hands of the situation". I asked for clarification because I wanted to paint fixed correctly. He said he can't guarantee how the paint will look but that "it won't be noticible in the long run". He said that they aren't going to color match the paint (the car is a glitter black color" but said they will do the best they can. I explained to him that I expect to egt the car with the correct paint in the condition I brought it in and asked what happens if when I come back to pick it up if I am unsatisfied with the paint job they are going to piece together. He said at that point they would reverse the sale of the vehicle, rather than paint it correctly. I explained that that is unacceptable and that if he refuses correct the scratches they made correctly that I would be getting a l[redacted] moving forward. My experience with this company has been incredibly frustrationg and I have spent several hours driving back and forth from my house that is over an hour away to get these items corrected. They openly addmitted during our coversation that the salesman had originally "overpromised and under delivered" on the vehicle. I am writing this to you hopeing that someone will look into the matter, and prevent other consumers from having to go through this porcess. If, when I pick the vehicle up on Friday, it is not to my standards I will retain a l[redacted].Desired Settlement: I would like the numerous scratched the painter made on the vehicle to be corrected with the correct factory paint.

Business

Response:

Customer has come down to the dealership and we have resolved the issue with them.

Review: On May 16, I called Bill Luke Chrysler about what service was required for my vehicle at 15,000 miles. After giving me a list of items, the repair technician ([redacted]) said that they were running a "deal" on the bundle for $199. I said OK, and brought my car in. At no time in our interaction did he ever indicate that there were other costs in addition to the $199 bundle that he previously quoted.

When he called back to tell me the vehicle was ready, I was shocked to hear that the amount due was $432. When I asked about how that comported with the $199, he said that only included one of the services he'd quoted me earlier in the day, not all of them. When I noted that the only cost he'd ever quoted was $199, and that he had not listed any of the other items in any chart that I'd ever been provided he agreed, but said that this was what it would cost for me to get my car back.

The deceptive nature of this sales practice is inappropriate, as he clearly should have disclosed all of the costs to me before performing the work.Desired Settlement: I am willing to split the difference between the quoted amount and the amount charged on the services, but am truly bothered by the fact that this company claims to be endorsed by the Revdex.com in its advertising yet uses these types of deceptive practices.

Business

Response:

Service manager [redacted] contacted Mr. [redacted] on 5-21-13. [redacted] apologized for the miscommunication on the pricing of the services, and refunded Mr. [redacted] $233.04.

I have taken my car to this dealer for 6 years. Never had an issue just had basic service and oil changes. My car was missing recently, I took it in and they charged me 98 dollars for an estimate of $2,400 to $3,900 dollars and really couldnt tell excatly what was wrong. I had my car taken to another shop and it cost $600 for repairs. I would never go back to this shop.