Jack Weiss Enterprises/Eden Jewelry.com

Bill Luke Chrysler Jeep Dodge Ram is in contact with FCA Chrysler STAR Technical assistance pertaining to the issue the vehicle has a slight "nibble" feel when driving at freeway speeds. At this point we asked the customer to bring the vehicle back for further testing requested by STAR...

technical assistance. The customer did drop the vehicle off at the dealership on the evening of 8-5-16. The customer was advised we would resume diagnosis of this condition on Monday 8-8-16. As far as getting the vehicle bought back that is something the customer would have to initiate with FCA Chrysler corp.

A the time of the original service of the A/C system the customer was advised of the possibility of an evaporator leak, there were no visual external leaks from the A/C lines, compressor or condenser (however the evaporator assembly in encased inside a housing under the dash so it not be visually...

seen, therefore since the A/C system was low on Freon it was suspect. As a goodwill gesture Bill Luke Service dept will split thje cost of the evaporator replacement with the customer,. This repair is approx. $1200.00 thus the customer's portion would be $600.00. service advisor Cody Bakken spoke to customer on 9-7-16. Customer states she will discuss with her husband and get back to us on their decision.

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.

We are sorry for the inconvenience this has caused the customer.  Bill Luke has been in contact with the customer and FCA to discuss the options available.  Bill Luke received authorization from FCA to replace the transmission in the customer's vehicle and we are currently working with the...

customer on said option.

Bill Luke's Finance Manager called the customer on 6/9/2017 and has proceeded in cancelling the warranty.

Revdex.com:
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,
[redacted]

Again, we apologize for the inconvenience. By law, we are required to retain all documentation for 3 years when credit is pulled for a customer, even if that customer does not end up purchasing the vehicle.  As such, the documents are stored and secured.  We assure you we take all measures and precautions to secure and retain private information that is given to the dealership, as required by law. Again, we are sorry for the inconvenience.

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

The customer picked up the car (the one he traded in), and his original down payment check was given back to him. We regret that we could not get his financing approved on the 2013 Charger, but we did offer a discount on a new Chrysler 200, but the customer declined.

Bill Luke’s Finance Director called and left a voicemail with the customer on 9/1 at 10:15 AM as well as sent an email today, 9/2 at 2:30 PM to discuss settlement.  We are able to extend a full 100% refund on the Service Warranty and the Tire & Wheel Warranty – which equals $4,295 in total...

($3,600 for the Service Warranty and $695 for the T&W Warranty).  No sales tax was charged on the Service Contract or Tire & Wheel Warranty.  The other mentioned warranties, Perma-Plate and Alarm are non-refundable.  The customer will have until Wednesday, September 7th (5 days) to accept this offer.  After the 5 days, the terms will be subject to the normal cancellation policies which include a pro-rated refund based on time or mileage.      You can accept this offer by calling Mark C[redacted] at [redacted] (Email: [redacted]) or by responding to the aforementioned email and voicemail.

As stated in my original complaint if it was read I opted to not purchase the extended warranty due to Bill Luke's negative reviews and complaints from several websites including the Revdex.com. From my research they had very poor customer service and warranty services even when a customer had purchased the extended warranty. At the time of Purchase the Mustang still had the remainder of the Factory powertrain warranty. I also assumed Bill Luke performed quality vehicle inspections prior to selling vehicles to customers and trusted Bill Luke's word upon purchase regardless of the negative reviews and complaints. Due to those factors I decided not to purchase the extended warranty. Over the past several months Bill Luke continues to rely on the fact I did not purchase their extended warranty to dismiss my complaint but I believe the purchase of an extended warranty should not be the basis of decision when it comes to customer satisfaction and good business practice. Again as stated in my original complaint my Mustang blew it's engine (a $8,000 repair cost) within the first 8 months of ownership. Again it is very clear once Bill Luke has received their money there is no longer a care for customers and if a customer does not purchase their warranty it is an easy dismissal for any complaint regardless of the short amount of time the vehicle has been owned.

[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.

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.

Thank you for your response. The problem is that I already gave a payment of $513.00 in which the money went to waste since the problem wasn't fix. I understand that Bill Luke will split the cost however, I'm technically paying the full amount since money was given at the time of service (services that wasn't properly handled) and now your asking for another 600.00. Six hundred would be a fair price if my 513.00 was refund or if that amount was being subtracted. I hope you understand where I'm coming from and will appreciate if a fair solution was actually given to me. Thank you.

We apologize for the inconvenience this has caused.  Our Finance Director has intervened to understand the full scope of the issue.  The employee implicated in this complaint is no longer employed with Bill Luke.  The Finance Director has since been in contact with the customer and...

has issued a full refund.  Tell us why here...

We renew the offer to split the cost with the customer for the next 7 days from 6/24/2016.

On Friday evening 9-18-15 Service Manager Earl G[redacted] spoke to Mr. [redacted] and advised him their vehicle was being repaired at the Chevrolet dealership due to the fact that the cylinder head/gasket repair is covered under the factory Powertrain Warranty. He also advised that the Chevy dealer stated...

it appeared the coolant overflow bottle has some type of dish soap in it. Earl confirmed that the Chevy dealer w[redacted] take care of this and that all repairs were covered under warranty and advised Mr. [redacted] of this. Earl also advised Mr. [redacted] that if he needed a rental car during these repairs that his CNA warranty w[redacted] cover the rental car and he c[redacted] pick one up on Saturday from 8-2:00. Due to the Revdex.com complaint we received, Earl G[redacted] then contacted Mrs. [redacted] on 9-23-15 and basically advised her of the same thing. He advised her that the reason it is taking so long is that the Chevy dealer has the parts on order but they have not come in yet. Earl also advised Mrs. [redacted] that he explained to her husband that they c[redacted] get a rental car at no charge, as it is covered by their extended warranty. Mrs. [redacted] declined the rental cat at this time. We will notify the customer when the repairs are completed.

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.

At time of purchase, Bill Luke did everything we could to provide the customer with the information and understanding around the warranty coverage available to them. We do this so customers can make informed decisions on whether or not they want to extend the warranties to take care of any potential issues that may happen down the road, because regardless how well we inspect a vehicle or how clean the car is when we sell it, it is a mechanical device and there can be issues that cannot be foreseen.  At time of purchase we provided the customer with a CarFax history report.  On the CarFax report, it indicated the vehicle’s powertrain warranty from the Factory (Ford Motor Co.) had already expired when they purchased the vehicle.  We also provided the customer a Disclaimer of Warranty in the purchase agreement, which the customer initialed and signed acknowledging the terms.  Bill Luke also provided the customer with a limited warranty for 90 days or 3000 miles – which is beyond what is required by law in Arizona for a pre-owned vehicle.  Lastly, attached you will find the extended warranties that were offered and declined by the customer.  We understand the customer is upset and we’re sorry but Bill Luke did everything we could to provide the customer an opportunity to get the coverage they would need on their used vehicle, but the customer declined. Unfortunately, the vehicle is outside of warranty coverage and we cannot offer the customer additional assistance at this time.Attached you will find the aforementioned documents for reference.

Mr. [redacted] purchased his vehicle in 2014.  He had it repaired here also in 2014 with 4,759 miles on it.  Bill Luke inspected Mr. [redacted] vehicle on March 28th 2017 with 62,533 miles for the warranty concern.  Bill Luke informed Mr. [redacted] that the damage to his rear door and...

the three small chips on the left bed side was caused by impacts.  There was no sign of lifting by the clear or base coat, even by the impacted area where the paint was chipped off.  We also had the vehicle inspected by our supplier (Arizona Paint) and a representative of the paint manufacturer ([redacted]). Both parties looked at Mr. [redacted] vehicle on April 6th and informed Bill Luke that they felt both areas were due to chips and there was no problem with the application or the product and this would not be covered under their warranty.  We can make the supplier and the manufacturer available if there are any additional questions.