John Hall

In response to ***'s request In the interest of customer satisfaction I have decided to issue [redacted] another Essencial Care Policy of oil changes This package is good for years or oil changes which ever comes first It is only valid on the recently pruchased Ram ending in VIN number [redacted] These policies are all VIN specific which is the reason we have the issue at hand As with any service contract policy, gap insurance policy, car insurance policy or any other policy in our industry Unfortuantly they are all specific to the vehicle the policy was purchased on I know of no exceptions to this With that said In this instance I have decided to issue another policy to [redacted] free of charge due to the apparent confusion which appears to have accured here.I will be mailing out today a copy of the new policy Please have [redacted] call me with any questionsThank YouScott [redacted] General Manager Luther Brookdale Chrysler###-###-####

[redacted] purchased a vehicle from us on 8-22- She wanted the vehicle titled in the state of Washington Because it was to be titled out of state she was given a day temporary plate to allow time for out of state vehicle registration and titling Ms [redacted] requested copies of all signed documents to be mailed The envelopes are printed with the address right from the information from that transaction The address on the paperwork and envelope was the Washington addressThey were mailed by the Finance Manager She later called the Finance Manager and said she did not receive that paperwork The finance manager then sent copies to a Minnesota address given by Ms [redacted] Ms [redacted] later called and spoke the Controller to inquire about her platesThe Controller called her the next day with a follow upThe dealership also contacted the State of Washington and asked if the plated could be mailed to the Minnesota address the Ms [redacted] was at instead of the address the vehicle was being titled at to save Ms [redacted] from having to retrieve the plates from The state of Washington The dealership followed up with the state of Washington on Monday, September 19, and the person handling this account states she had mailed the plates to Ms [redacted] on Friday, September to the Minnesota address per the request She also said that she had spoken to Ms [redacted] and told her the sameThe controller followed up with Ms [redacted] to let her know her on the 16th to let her know the status and that she should be receiving her plates The finance manager also followed up with her that evening

We have reached out to the guest to talk to him and left two voice mails to contact us to talk about the estimate and repairs doneWe have not heard back from the guest at this timeI will update when we do hear from the guestWe also inquired about where he had emailed and responded to him to figure out where his requests were going as we never saw them

I have issued instructions which I have confirmed are under way to replace this customers radio This process should be complete within the next week or so We had to order the replacement radio Thank YouScott S***

Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ Mr [redacted] purchased a Fwith a turbo diesel engineThe vehicle had a day or mile limited warranty at the time of purchaseInitially, Mr [redacted] had a problem which we did cover for him and the vehicle was running per Ford SpecsSecondly, the limited policy he received at the the time of purchase clearly states the diesel engine is not coveredThe form was signed at the time of sale by Mr [redacted] Despite all of that, we still stand behind our offer to allow him to trade out of the vehicle at current market trade in value against the purchase of another vehicle on our lotWe have offered to trade him out of the vehicleThe truck now has an additional 10,miles since the date of purchase roughly If Mr [redacted] is interested in trading the truck in he can stop in anytime and we will be responsive in an attempt to get him into a vehicle he likes and is happy with Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Luther's offer to take the broken vehicle that they just sold me as trade in for me to purchase another vehicle, will allow them to make profit out of my loss for the 4th time " VERY UNETHICAL ": Profit #Luther made profit out of the vehicle that I trade in to then purchase their defective vehicle, Profit #Luther made profit out of the DEFECTIVE vehicle they sold me; if I take their offer they will give me trade in value for the defective vehicle they sold me, this is $to $loss for me and profit for themOf course they want to make more money even that they know that I as customer is loosing, they rather do this than take responsibility First they claim they repaired the issues, yet when they could not fix it they rather claimed it drove as designed ( VERY UNETHICAL ), and to this day the truck still has the same issues, Secondly they claim that this being equipped with a diesel engine is not covered, this is what their warranty states for limitation in regards of diesel components : " Luther Advantage Limited warranty does NOT cover: Oil use, tires & alternative fuel : Oil use, clutch and related components, tires and any vehicle RETROFITTED WITH AFTERMARKET EQUIPMENT to use alternative fuels including but not limited to : LPG, CNG, Methanol, Ethanol, RFG, or an engine designed to use diesel fuelThe vehicle that I purchased from Luther was equipped with original manufacturers components and it did not have any " RETROFITTED EQUIPMENT " to use diesel, the engine is the original engineAnd even if Luther finds a way to not cover diesel vehicles, based on the described above ( which happens to be not true or clear ) the limitations do not exclude other components in the vehicle that can potentially cause lack of powerLuther claims that the vehicle has 10,mile since I purchased it, that as of result of every time they gave me the vehicle back from repair I would have to drive it to then find that the issues came backTo this day since they could not fix the issues, they would not even look at the vehicle to troubleshoot Luther made repairs to my vehicle as they stated in their response to my claim ( documented ) and claimed it was fixed, well it was not fixed and proof of it is that within short period of time ( documented ) I returned the vehicle to their service department, and still not fixed, well, since they worked on my vehicle, had it in their service facility, changed and adjusted components, Luther has Liability from the time they started removing and replacing parts and for making these repairs that did not fix the issues, for that I WANT LUTHER TO TAKE RESPONSIBILITY FOR THEIR LIABILITY AND FIX WHAT THEY DID NOT FIX (documented)Luther does not want to invest one dollar to do the right thing, and rather make thousands by being unethical, probably not legal and careless

I texted [redacted] on Saturday October 29th and discussed the tabs with him and we agreed to pay for the tabs for him and mail them to himHe is satisfied and the situation has been resolvedIf you have any questions feel free to reach me at mike.***@lutherauto.com or [redacted] Mike ***Used Car ManagerLuther Brookdale Chrysler Jeep Dodge Ram

Thanks for the follow up I have read the original response to the customer that was sent from our Service Manager Regardless of what the interpretation was of the conversation that took place at the time of the initial recall repair The following has to occur at this point The customer needs to bring the vehicle back in As per Chrysler's required protocol We must inspect and diagnose the additional issue At that point we will immediately contact Chrysler and ask for the approval to proceed with the additional repairs It sounds to me like there is a direct correlation between the initial recall and the additional issues but this has to be verified prior to us being able to move forward We will wait to hear back from the customer and proceed as indicated Thank YouScott [redacted] General Manager Luther Brookdale Chrysler

I am rejecting this response because: This does not address any of the mistakes made by the dealershipThe paperwork should have been given to me in person like I was told it would be when I dropped of the requested documentsThe dealership failed to follow up on a number of occasions and only addressed the times they did follow up, where the customer service was less than satisfactoryUpon purchasing the vehicle I even stated to them that if it would be an issue to title the vehicle in Washington they could register it here, but they said it was no problemOnly upon me letting the Washington dol know about my Minnesota address did they agree to send me the plates hereHad I not done that I would not have received my plates before the temporary permit was expiredI would like assurance that the title will be done correctly and in a timely mannerI would like to have no more contact with this dealership as it has truly been an unpleasant experience and it is understandable why there are so many complaints and bad reviews for this business

I reached out to *** *** and we have come to an agreement that we will replace the aftermarket remote start with the OEM remote start at no chargeIn more information is needed please respond back to Scott *** at ***

I am rejecting this response because:Contrary to their response they left me one voice mail, not two In the voice mail they said they had no idea what emails I was talking about and suggested I "come in" to resolve the issue Since they didn't even suggest a refund in the voice mail I failed to see the point of wasting more time and going into the dealershipI called their business last Sunday and left a message with a lady who worked for their answering serviceI gave my name, phone number, and emailI told her I preferred email correspondence as I'm usually busy teaching during the day and cant answer the hone and with email everything is easy to document and there are fewer misunderstandingsShe said that was fine and she would pass the message forward. I have received no emails or voice mails since. If this business wants to rip me off $dollars there doesn't seem to be much I can do about it now since its their word against mine as to whether or not I asked for the fuel induction service. I guess the best I can hope for now is to have the Revdex.com have my complaint against them so others might not suffer the same fate

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. ihave taken my vehicle to luther jeep dodge and was told the stereo system is not good, ii need a new ssystem..but the stereo is no good, which means te system was bad when I got itthe dealer is going to speak with the corporation and try tto get a new system installedthank you for your help...I may writing you again if need to

Initial Business Response /* (1000, 7, 2015/05/12) */
*** purchased her Lexus RXfrom Luther Brookdale Chrysler on 2-2-with 159,miles at the time of deliveryWe did a satety inspection on 11/05/and replaced a light bulb and a seal on the right front axle sealThere
were no problems found during the inspection
The vehicle *** bought is clearly stated to have a day or mile limited warranty (whichever comes first) At no time has *** brought the vehicle to Luther Brookdale Chrysler during or after the warrranty coverage period mentioning this issue
We would certainly be willing to offer *** a discounted rate on the repair and offer a free diagnostics on the vehicle at our facility
Initial Consumer Rebuttal /* (3000, 9, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel as though the problem was so major that it could not have been missed when doing the initial inspection at their facilityI brought it in after winter for an oil change and tune up and the problem was so bad, I had to have it towed to the facility and have it fixed immediately before the transmission failedThe cost of the repair was around $which I attached in my previous messageI feel like this issue was hidden from me and now I am worried what else they found and decided not to disclose

Initial Business Response /* (1000, 6, 2015/10/05) */
The noise the car was making was compared to like carsThe noise is present in all of the cars compared withChryler determined it may be a noise for this engineThey authorized a reapair in attempt to change the noise for the guest as
a Goodwill gestureThe noise did not change when the parts were replacedGeust is stil in contact with Chyrsler Cooperate in regards to the noise
Initial Consumer Rebuttal /* (3000, 8, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure who they spoke with at Chrysler,but after speaking with Mike at the Chrysler executive office he advised me that it is NOT A noise and he wanted me to get a second opinionI brought it to another Chrysler dealership on Saturday Oct3rd Within minutes they found that the noise is due to a bad transmissionThey are currently fixing the issueAt this time, I want to be reimbursed $that Luther charged me to diagnose my car as the were wrongI am also asking you be reimbursed the $that I paid to have the alternator replaced, as it was NOT need and was NEVER the problemI have all documents stating Luther advised it was the alternative in addition I have the paperwork showing that I paid for that to be replaced based on Luther mis-diagnosing my car
Final Business Response /* (4000, 28, 2015/11/11) */
Our GM has talked with *** and has agreed to refund her the amount of $This is the total amount spent here at our DealershipHe is not willing to refund her any additional for work she had done elsewhereShe did not need to come in and the check request has been submitted and will be mailed out to the guest
Final Consumer Response /* (3000, 30, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the responseI had the work done at a different shop because they charged $less than what Luther was going to charge for the jobThe only reason I had the work done was based off of the diagnosis from LutherHowever, no matter where the work was done, I am out $for the work and it was not neededThe only reason I got the alternator replaced in the first place was because Luther told me I had toUnfortunately, it was not neededI do not feel like I should be the one out of money for my car being diagnosed wrong(I do have paperwork documenting that Luther told me I had to replace the alternator)
Thank you,
***

Initial Business Response /* (1000, 5, 2015/10/20) */
The car was towed for a transmission concern on 7-31-At that time we daignosed it as needing a transmission*** came in paid the diagnosis and towing and at that time did not know if he wanted it fixedHe then came back Steve gave him
pricing options for new and used transmissionThe guest decided to go with the used parts for a total authorization of $We completed the repairs and have tried to contact him several times to inform him is was done as it has been sitting on our lot for almost two months with no storage charges
The recall on this car was for a gearshift cable and was commpleted on 12-1-This is not a repair for internal transmission failure
The repairs the guest authorized have been completed
I called the Chrysler recall center in regards to this as wellThe only information they have about guest calling is July 23rdThey advised to bring it in and have it diagnosed and if it was not the shift cable the cost of repairs would be at the owners expense
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Luther Brookdale Chrysler, Dodge, Jeep informed me when I stopped at their shop that repairs on the vehicle would be covered by the shopI agreed to pay for the diagnosisTo this day they have held on to the car requesting for $payment for a USED transmissionI have seen other similar complaints around the web and on Revdex.com about this business so I guess this how they do businessI'll be seeking legal action if the vehicle is not released by end of this week as this is total fraud and needs to stop

I am rejecting this response because:Revdex.com NOTE: Ms D*** contacted Revdex.com (8-2-16), indicating her issue remains unresolved.Revdex.com asks that Luther Brookdale Chrysler provide a foll/ 'final' response, indicating what came out of its recent service appointment with Ms D***-- i.e., how it decided to proceed, and / or what sort of resolution it ultimately reached with the customer

The Jeep came in for a recallIt does have an airbag light on now for a concern with a seat belt buckleAt this point we have not completely diagnosed it.When the guest was here we offered to put another computer in it that was just replaced to ensure that was not the problemIf that did not
correct the light we would have to further diagnose to get a complete understanding of what it will take to fix the JeepWe offered to the guest to do this at no charge and then reach out to Jeep if they would cover the cost of any additional repairs neededThe guest at that point told us he was going to take the Jeep and "let corporate deal with it"The offer still stands to get a complete diagnostic of the light and reach out to Jeep to see if they will cover the repairs

I am rejecting this response because:
must be that new math.I just don't get it! 1) I bought oil changes for $359. 2) I used of them3) that leaves (this county bumpkin thought) oil changes4) Brookdale Chrysler, Scott ***, is only offering up oil changes 5) that's a difference of oil changes! 6) Luther Brookdale chrysler continues to want to jerk me around, but this time over - oil changes!I've been to "their" dealership twice over this issue, had to phone calls over it, and now extensive correspondence via the Revdex.com. Still Mr *** wishs to play games over oil changes. I guess having one or two employees in conciliation court for 1/day is cheaper than oil changes. Boy, business sure has changed a lot!also, he probably doesn't realize that as a result of all this the dealership is causing me ALL KINDS of ADDITIONAL WORK! I argued with Keith *** over this and now the General Manager wishes to take exception to me. Like I said, Mr *** wished to argue with me rather than accept my contention that I have a Ram.he insists it's a 2015, as does Mr ***. So.even though I have the window sticker saying 2014, even though the MN title says 2014, I now have to inform the state, my insurance company, the IRS.that Mr *** and Mr *** just made my truck one year newer.also they don't understand the genesis of this packageChrysler wanted to stop leaving money on the barrel head concerning oil changes and wanted some sort of lump sum payment for a bunch of themCorporate has the lawyers and expertise to put together a national program doing thisso they didThey never intended this program to screw individuals if they purchased a year newer vehicle from the same dealership and having the exact same motor, et al! I guess the saying they always put on correspondence "we appreciate your business" is just that, a sayingnothing to really believe or practice. This is exactly the kind of thinking of plywood minnesota, Clark gasoline, embers, bridgemans.oh wait.they're all gone or nearly so!!!

In response to [redacted]'s request.  In the interest of customer satisfaction.  I have decided to issue [redacted] another Essencial Care Policy of 12 oil changes.  This package is good for 6 years or 12 oil changes which ever comes first.  It is only valid on the recently pruchased...

2015 Ram ending in VIN number [redacted].  These policies are all VIN specific which is the reason we have the issue at hand.  As with any service contract policy, gap insurance policy, car insurance policy or any other policy in our industry.  Unfortuantly they are all specific to the vehicle the policy was purchased on.  I know of no exceptions to this.  With that said.  In this instance I have decided to issue another policy to [redacted] free of charge due to the apparent confusion which appears to have accured here.I will be mailing out today a copy of the new policy.  Please have [redacted] call me with any questionsThank YouScott [redacted]General Manager Luther Brookdale Chrysler###-###-####

We have reached out to the guest to talk to him and left two voice mails to contact us to talk about the estimate and repairs done. We have not heard back from the guest at this time. I will update when we do hear from the guest. We also inquired about where he had emailed and responded to him to...

figure out where his requests were going as we never saw them.

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.