Dwayne Lane's Chrysler Dodge Jeep Ram

Dwayne Lane's has viewed the complaint filed by [redacted] and have reached out accordingly to resolve the matter As of today, we are currently in the process off trading the customer out of her current vehicle into a different vehicleThe customer is very cooperative and satisfied at this timeThe issue should be completely resolved shortly

Customer purchased a service contract from Rairdon's of Kirkland that didn't meet his driving habits Customer bought a year/80,mile contract on 4/29/so it was going to expire on 4/28/ Here are the miles when he got his oil changes done The way this contract was set up oil changes a year at 5,miles and you can see there was time that the customer went way above the oil change mileage recommendation that is required for warranty purpose Did Rairdon's let him know when he purchased the contract that you should have changed you oil every month or 5,miles for this contract to work? Jon P*** bought a contract that gave you oil changes and with his oil change habits he was not going to recoup all the oil changes that where due to him The contract that was sold by Rairdon's of Kirkland didn't meet his driving habits and that is why he had oil changes left and they expired4, Kirkland11,Kirkland 6,miles in between oil changes19,Kirkland 8,miles in between oil changes29,Everett 9,miles in between oil changes33,Everett 3,miles in between oil changes37,Everett 4,miles in between oil changes41,Everett 3,miles in between oil changes45,Everett 4,miles in between oil changes48,Everett 3,miles in between oil changes54,Everett 5,miles in between oil changes56,Everett 2,miles in between oil changes64,Everett 7,miles in between oil changes68,Everett 3,miles in between oil changes69,Everett Thank you,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me at this timeFrankie is the one guys so far that has shown sympathy for my family for the vehicle we purchased from themThis problem has not been resolved yet but is starting to head in a better directionI look for continued help keeping until the vehicle is fixed.Sincerely, [redacted]

Service Manager Frankie T [redacted] has contacted Mr [redacted] We went over the issues with his car and the lack of communication and empathy from the service personnel Frankie T [redacted] will know handle communication with [redacted] , and keep him updated on the status of his vehicle We have technical support involved in helping finding a solution to fix his vehicle

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dwayne Lane’s has been a participant of the Costco Pricing Program for many years. Our sales people have been educated about the requirement and guidelines of this particular programIt was extremely unfortunate to hear of Mr***’ experience, as we pride ourselves on ensuring that we are
compliant in every facet of our business while conducting ourselves with the utmost integrityWhen Jamie G***, Mr***’ sales person, initially submitted the numbers through the dealer link for Costco Pricing, she did not use the correct vehicle options. The Kelly Blue Book Suggested Retail Value was inaccurate based on that fact. Subsequently, the Costco Auto Program Member Only Price Sheet reflected an incorrect Costco Price of $18,294.00. Not yet realizing her mistake, Jamie presented the pricing to Mr***, to which he then agreedIt was not until after Jamie returned to her sales managers for final deal structure, inclusive of taxes, trade allowance, license fees, down payment, etcthat it was realized that the Kelly Blue Book Suggested Retail Value and Costco pricing was wrong. If Dwayne Lane’s would have sold the vehicle at the Costco Pricing, it would have resulted in a significant loss to the dealership. Our sales management team provided Jamie with the CORRECT pricing of $19,to Mr***, who declined the new pricingWhat happened to Mr*** was not intentional nor was it under pretense. Jamie simply made an honest human mistake. Jamie has taken full accountability of her error. Since then, we have not only reiterated to our sales team the significance of accurate selection of vehicle options but have required that each re-familiarize themselves with the program to ensure an error like this does not occur again

Please see the attached file. Dwayne Lane's and *** *** have settled the complaint. A check in the amount of $was issued to Mr*** on November 10, 2016. Mr*** picked up the check on November 11, at which time he signed a statement releasing Dwayne Lane's from any further claims relative to his complaint. Both parties have decided the issuance and acceptance of the refund check as an amicable resolution to the complaint filed
***Supporting documentation redacted by Revdex.com staf*

Mr*** purchased the Ram referenced in his complaint on July 14, with an odometer reading of 132,219. At the time of purchase, Mr*** signed both an Buyer’s Guide indicating that there was no warranty remaining on his vehicle. In addition to signing the
Buyer’s Guide, he signed a Disclaimer of Warranties form further acknowledging the fact that the vehicle had no warranty. Our finance department presented Mr*** the opportunity to purchase an extended warranty contract, however he declined to purchase the extra coverage from usThrough his complaint we discovered he purchased an extended warranty contract from his credit union We did not hear from Mr*** again until September 29, 2017, more than two months AFTER he purchased his used vehicle. He conveyed his concern about a check engine light, the head lights being inoperable and a tire vibration. When he brought the vehicle in to our Service Department it had 140,274, nearly 8,more miles than when he purchased it As a gesture of good faith we fixed the headlights for him at no charge With regards to the check engine light and tire vibration, we recommended that he consider ball joints work and tires He returned on October 10th with complaints of the check engine light still on and a complaint of an engine miss-fire As another gesture of good faith, we authorized a vehicle diagnosis at no charge to the customer Upon completion of the diagnosis, it was discovered that the vehicle would need a new Cam Shaft and lifters Mr***e purchased this vehicle used with higher miles and no existing warrantiesDocuments he signed verified his acknowledgement of this factWhen he initially complained to us about the problems he was having, it was two and a half months and nearly 8,miles laterUnfortunately, those repairs will be at the expense of Mr***

Service Department Manager, James Z***, spoke with *** on August 15, 2016. Both parties have discussed an amicable resolution. Possible resolution may include the purchase (not install) of a carburetor. Both parties will research best option prior to deciding on a final
resolution

I'm satisfied with the resolution and will consider the dispute settled
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** ***

As indicated in his complaint, the customer did visit our dealership on December 21, with interest in a Jeep Grand Cherokee SRTThe sale never went through as terms were not agreed to at that point The following day, Mr *** spoke with the salesman and indicated that he was
still interested Mr*** had advised the salesman that he would be coming back to the dealershipSubsequently, the salesman took his information to complete a credit application in preparation for his arrival However, a credit bureau was never pulled on Mr*** Interest alone in a vehicle does not provide surety that the vehicle will still be available when a decision is made to purchase The only surety is a signed vehicle buyer's order or contract by the customerWithout a signed vehicle purchase order or signed contract by Mr***, the vehicle was sold by another salesperson to a different customer in the interim of his arrival
It is the customer's request that we "fix the pull on his credit" however we show no record of Mr***'s credit bureau being ran, thus there is nothing further we can do

Complaint: ***
I am rejecting this response because: some of these statements are incorrectI raised complaints the day or two after I drove it home about the ball joint and the engine lightI called my salesman LT and told him about itLT is no longer with the company so I have been in contact with himThe quote on quote gesture of good faith about the headlight is untrueAs I was told I would be billed for the partsGesture of good faith quote on quote again of the diagnosis time granted to me was one hard-fought after weeks and weeks of my complainingThroughout this elapsed time I had been calling with complaints about the condition of my vehicle and nobody returning my callsWhen my warranty people came out to inspect the vehicle they rejected my claim because they said this was a pre-existing condition which I wholly agree because it had been a problem since the purchase of the vehicleI bought this vehicle with the purpose of function as stated to manager Tom s*** that I needed to haul a foot motorhome from LA to Seattle and Tom s*** sales manager assured me this vehicle could do it. clearly I would not be able to perform this function as I immediately also reported the ball joint was worn and making terrible noise. their statement that they reported the ball joint worn is faLseI reported all of these things immediately after driving it home and have been lobbying for repair ever since . during the Hard Sell I asked if I ask my manager what if I drive it off the lot and it explodes he assured me , quote, that we are a 60-year dealershipWe will take care of youUnquoteI was also never given a copy of the safety inspectionAs requestedAs of last week I requested again still I have not been presented with one. The ball joint should have been noted in the safety inspection and clearly was not. And I assure you that this was reported immediately http://apps.leg.wa.gov/RCW/default.aspx?cite=62A.2-
Sincerely,
*** ***

When posting a vehicle online, the dealership utilizes DealerTrack Inventory Plus as well as KBB and NADA. As seen in the attachments provided, when the vehicle identification number for the Prius Mr. & Mrs*** purchased was run through our program, it reflected a Prius 5.
With well over vehicles posted online to our website, it becomes extremely difficult to scrutinize every vehicle option that displays. We utilize the KBB and NADA tools and expect that the information is accurate. We use extreme caution to ensure vehicle information is correct when posting online, however we are cognizant that vehicle options can be inaccurate when using a third party source. Its because of this reason we prominently post a descriptive disclosure to the customer to verify all equipment and all options on the vehicle prior to taking final delivery. Mr& Mrs*** were presented the vehicle at the dealership, test drove and inspected the vehicle, applied for financing of the vehicle and eventually purchased and took delivery of the Prius. With all that has been aforementioned, Mr& Mrs*** had ample opportunity to choose another vehicle

My issue with Dwayne Lane's Auto Family was resolved ONLY because I took it upon myself to move things forwardI contacted the loan institution every day to check whether or not Dwayne Lane had sent the paperwork on the the lenderI contacted the dealership almost daily to notify the relevant department that nothing had yet been done. This dealership has a significant problem in its failure to be honest in its dealings with its customers. It also fails to effectively communicate with its staff on problems that have surfaced in regard to its customers. Its telephone system needs revision so that customers calling in with questions do not have their messages dumped into a bulk voice mail that is never answeredI have never encountered another dealership that does not have any sales department phone line.I picked up my new car last SaturdayI do not intend to have any further dealings with this dealership and I will not refer people to them

Complaint: ***
I am rejecting this response because:The matter may be resolved as of tomorrow if I finally get delivery of my new carI have not yet received any apology from the dealership
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The ball joints were not inspected during "safety check"What is listed as "safety inspection" has no checkpoints listed hereI was told the tech either didn't notice it or didn't check it, ehich is completely obvious. The plug changes did not take care of the misfiring cylinder, No1, 7, because that is exactly what was goinh on when I brought it back again! The engine light simply is reset, only to come back on againJust likevwhen I brought it in.. And so what if its the first youre hearing about a request for copy! What do you insinuate by that!? You knew you were ripping me off.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:They claim that "we prominently post a descriptive disclosure to the customer to verify all equipment and all options on the vehicle prior to taking final delivery." This is not trueThey also claim that they cannot scrutinize every vehicle option, and while that might be true, we are talking about an option _package_, which determines the value of the vehicleIn selling a $20,000+ vehicle, it is their responsibility to accurately represent what they are selling; they did not.Attached is the window sticker advertising the vehicleNot only is it erroneous, but it says nothing about a disclaimerThis is not about the website, as they attempt to divert; this is about the identifying information they provided about the car, attached to the car.This is also not about choosing another vehicleThe bottom line is that we based our PRICING decision on their representation of the vehicle, which was deceptive.Sincerely,*** ***

Unfortunately, the request for a copy of the safety inspection was first heard in this complaint The safety inspection is attached.*** ***’s took this vehicle in on trade on June 13, Within two days of arrival, the service department generated a work order for the standard internal safety check and lube oil filter.During inspection, the technician found the vehicle check engine light The technician scanned for codes that would warrant the check engine light being on The vehicle scan returned Codes Pand M0307, which indicate misfires on cylinders and Technician checked coils and spark plugs and discovered that they were burned due to age and mileage Technician suggested a Hemi Tuthat consisted of spark plug replacement and recommended a re-check and re-scan of the vehicle to see if that fixes the misfire issueTechnician performed the tune up, replaced the spark plugs, re-checked and re-scanned the vehicle and no other codes or misfires were present Replacement of spark plugs corrected the misfire codes and removed the check engine light.Also during inspection, the technician found a brake pulsation To correct the pulsation, the technician replaced both the front and rear brake pads and rotors.Technician also replace the low and high beam bulbs, as they were out.The technician noticed a crack in the driver side mirror glass, so the part was replaced.After discovering the worn condition of the serpentine drive belt, the technician replaced that as well.Further inspection found exhaust manifold bolts broken causing a rattling noise in the exhaust Replacement of the exhaust manifold gasket and broken bolts in addition to the exhaust welding performed by Pro Muffler & Brake, fixed the rattling noise problem that was previously observed.In addition to all that was aforementioned, a complete lube, oil, filter was performed on the vehicle.The technician, during his thorough inspection of the vehicle, did not notate any issues or concerns regarding the ball joints The check engine light was addressed, the brake pulsation also addressed and the rattling noise in the exhaust also addressed *** ***’s makes every effort and implements our due diligence to ensuring that all our used vehicles are inspected and found safe for sale Our nearly $2,worth of repairs on this vehicle before it was sold should be an example of that commitment

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me at this timeFrankie is the one guys so far that has shown sympathy for my family for the vehicle we purchased from themThis problem has not been resolved yet but is starting to head in a better directionI look for continued help keeping until the vehicle is fixed.Sincerely, *** ***

Dwayne Lane's has viewed the complaint filed by *** *** and have reached out accordingly to resolve the matter. As of today, we are currently in the process off trading the customer out of her current vehicle into a different vehicleThe customer is very
cooperative and satisfied at this timeThe issue should be completely resolved shortly