Lindsay Chrysler Dodge Jeep Ram

I am responding to your complaint number #*** This customer purchased his vehicle from us on October 17, He was offered to purchase an extended service contract to cover components on his Used *** *** ***.He declined the offer to purchase the extended service contract
and purchased his vehicle "AS IS".There was no advertisement of this vehicle and the window sticker clearly stated "AS IS".We would be happy to arrange the repairs for the items that he noted at the price that we was quoted by our service department.Kindest Regards:Lisa K N***Controller

4/29/15TO: Revdex.com C/O: [redacted]
I am writing in response to Revdex.com complaint ref. # [redacted]. The customer originally brought his 2008 Jeep [redacted] with 184,870 miles in on December 23, 2014, requesting to check for an oil leak from the rear main seal, also referred to as the rear...

crank seal. The engine exterior was oil saturated and had dirt residue built up. We started off with cleaning the oil residue and debris from the engine to pinpoint and trace the oil leak, Technician found an active oil leak from the front crank seal and intake gasket. Customer was advised the rear crank seal/rear main seal seemed ok at that time and an estimate of $1013 was given for the replacement of the front crank seal and intake gasket, since labor overlaps. An estimate of $2043 overall (which included a $100 discount), was provided to the customer for additional services, including the front crank Seal, throttle body cleaning, coolant exchange, reseal front differential, power steering fluid exchange, and replace intake gasket. The customer agreed and we proceeded with the services as discussed.The crankshaft spans from the front of the engine to the rear of the engine. The front crank seal is accessible from the top of the engine whereas the rear crank seal is located between the engine and transmission, which will require the removal of the transmission to access. With any vehicle of such age and mileage, oil leaks will occur. The engine internals are always under pressure. There are numerous components that are put together with gaskets/seals that complete an “engine.” When an oil leak is repaired, the engine oil pressure is restored, but because of the constant pressure, eventually another leak will occur, and usually at the weakest point (older worn seals gaskets). As with any flow/leak concern, the repairs are usually step by step, area by area. The front crank seal did not overlap with any other leak other than the intake gasket, which is what was presented to the customer. The customer was aware and approved the repairs.
On March 30, 2015, at 186,306 miles, the customer returned the vehicle to our facility. At this visit, we were able to pinpoint and confirm an active oil leak at the rear crank seal. As courtesy, we offered a goodwill 20% discount for the repairs in addition to replacing the clutch assembly, since the transmission would need to be removed to access the rear crank seal. Customer was appreciative of the discount, but declined the repairs due to financial concerns.
We do not owe the customer any refund or courtesy repairs. We provided an estimate for the repairs and presented additional recommendations. The customer approved the work as discussed and services were performed as agreed.
Mike W
Service Director

August 10, 2015Dear [redacted]:I regret that [redacted] arrived at our dealership and that the vehicle of his interest was sold. However as this happens from time to time, we cannot and will not hold vehicles for customers that are not entirely committed to buying the vehicle of...

interest. Mr. C[redacted] attempted to contact the client to tell him it was no longer available. As to not letting him see the vehicle in question, we spot deliver 99% of the vehicles that we sell and the vehicle was not here as it had been delivered. With all our vehicles online to millions of buyers, we received inquiries from clients all along the eastern Seaboard and beyond. Mr. C[redacted] attempted to show him a like vehicles as he should but in no way did we perform a bait and switch tactic as was claimed in his complaint, Sometimes multiple clients call on a specific vehicle, we in turn may sell to one client and another arrives at a later time. Unfortunately, thishappened in this situation.Sincerely,Paul S. 
General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response
because:
Lindsay's response to my complaint is as dishonest as their advertising for the
following reasons:
1) Lindsay representative stated that "customer told Fino that we
didn't disclose our pricing had rebates."  This is incorrect.  I
knew that the Love It Price of $23,642 advertised (and previously attached to
this complaint) included rebates, as the dealer's website stated that the Love
It Price includes "current manufacturer rebates and factory
incentives."  At the time of my visit to the dealer, the manufacturer
rebate and incentive available to ALL consumers for 2015 Dodge Grand Caravan
R/T was $2,000, which I understood as being factored into the price that was being
advertised by Lindsay.  The dispute, however, was that the advertised Love
It Price, as Lindsay calls it, included ALL of the rebates, factory
incentives, and promotions, which are not available to ALL
consumers.  Those may include military discounts, recent college graduate
rebates, first time buyers’ incentives, and many others.  Lindsay lumped
all of those incentives into the advertised Love It Price of the vehicle
without proper and necessary disclosure.  Furthermore, Lindsay's disclosure,
as advertised on their website and as presented in their response, states to
"contact the dealer for additional manufacturer rebates that may be
available and could further reduce your price!"  Those rebates
include and may be available to "first time buyers, recent college
graduates, veterans and/or active members of the military, owners of
competitive makes, loyalty rebates etc."  Thus, Lindsay states that
additional rebates may be available, even though those same rebates are already
part of the Love It Price thus misleading potential consumers.
2)  Lindsay representative stated that "Fino pulled up our website to
the exact Caravan that the customer wanted and read it to him in front of
salesperson."  Yes, that is true.  Fino did pull up the website
after I test drove the vehicle in question and after there was a discrepancy in
vehicle pricing presented to me.  After I test drove the vehicle, the
sales person took my information and took my printed vehicle ad.  She went
to the management and came back a few minutes later with a price that was
approximately $2,700 more than what was advertised.  When I asked to speak
with a manager, Fino arrived and told me that the price of the vehicle (for me)
will be approximately $26,500, not $23,642 as advertised, as I do not qualify
for rebates, such as military discount, lease buyback, etc.  I stated that
those rebates are just additional rebates that may be available, as per the
disclosure on their website (see item# 1 above for reference).  Fino then
proceeded with going online and reading the disclosure to me, which is / was
exactly as provided by the respondent.  Lindsay's response to this
complaint was dishonest in that they failed to mention that Fino found the
pricing disclosure, which stated that the "additional
factory rebates from certain manufacturers, such as first time buyers, recent
college graduates, veterans and/or active members of the military, owners of
competitive makes, loyalty rebates etc, may be available" to purchasers in
addition to the Love It Price, NOT part of the Love it Price.
3)  Lindsay representative stated that I said that "none of (our)
competitors sold cars that way."  I never said that none of the
competitors sold cars by employing these dishonest bait-and-switch tactics. 
What I said, however, was that Lindsay's competitors advertise low vehicle
prices, but most of them disclose what rebates, if any, contribute to the
pricing.  Lindsay advertises the low Love It Prices, says that there may
be additional rebates available, yet those additional rebates are already
figured into the advertised price.  Thus, when the consumer arrives at the
dealership, he finds out that he does not qualify for those additional rebates,
the actual vehicle’s price goes up even though the advertisement implies that
the Love It Price is the price prior to application of such rebates.
4)  Lindsay representative stated that "Fino pulled up a website from
a different dealer and showed (me) that it was the same."  This is yet
another deceptive statement in Lindsay’s response to my complaint.  Fino
did pull up a local dealer's website, Ourisman Chrysler Jeep Dodge Ram of
Alexandria (http://www.ourismancdjalexandria.com), to check their disclosures.  He searched for a 2015 Dodge Grand Caravan
R/T with similar MSRP and showed me that the price was similar to that of
Lindsay’s advertised Love It Price of the vehicle in question.  However, I pointed it out to him that
Ourisman does specify what rebates are part of their advertised price and what
would be any additional fees associated with purchasing the vehicle.  For purposes of illustration regarding
disclosures in this response, I found a similar 2015 Dodge Grand Caravan R/T to
that of the one I was interested in purchasing from Lindsay.
a)     
Website address: 
[redacted]
b)     
2015 Dodge Grand Caravan R/T, Billet Silver in
color, MSRP: $35,115, Dealer
Discount: $11,236.  Ourisman Price:
$23,889.
c)      
Disclosures: “Price
excludes taxes, tags, freight ($995), and processing fee ($589). Price does
include the following rebates from Chrysler LLC: $1,000 - Minivan Owner Loyalty
RETAIL Bonus Cash 39CFS. Exp. 02/02, $1,000 - USAA Member Certificate. Exp.
01/04, $1,500 - MA BC Retail Consumer Cash. Exp. 02/02, $500 - Mid-Atlantic
Owner Appreciation Bonus Cash. Exp. 02/02, $1,000 - 14/15 Returning Lessee.
Exp. 03/31, $500 - Mid-Atlantic Chrysler Capital 2015 Bonus. Exp. 02/02, $1,000
- 2015 Conquest Lease to Retail/Lease 39CFA1. Exp. 03/31, $500 - 2014/15 mp 1/L
Military Program. Exp. 06/30
d)     
Additional Disclosures: “Internet/adjusted Pricing includes all factory rebates, a recent
graduation discount for college graduates ($500 factory rebate from Chrysler),
and a Military factory rebate ($500) but does not include a destination charge
($750-$995), tax, tags, processing fee ($589) or other charges. You must
qualify to receive the college grad and military rebates and/or discounts.”
5)  Lindsay
representative stated that “customer disagreed and stated that he use to work
at a car dealership.”  Yes, it is true
that I used to work at a car dealership, but I do not know what the respondent
refers to regarding my supposed disagreement. 
There was no disagreement, as I pointed it out to Fino that other
dealers, including Ourisman, do advertise that their prices include several
rebates that not all individuals would qualify for.  Whereas, Lindsay advertises the Love It
Price, states that there may be additional rebates due to the customer, yet those
same additional rebates are already part of the Love It Price.  When the customer visits the dealership, Lindsay
than states that the customer does not qualify for any of those additional
rebates and increases the Love It Price by an exponential amount.  This is a textbook case of advertising
bait-and-switch.
6)  Lindsay representative
stated that “(I) was offered Love It Price, (I) wanted to negotiate lower and said (I)
wouldn’t pay $499.00 processing fee or freight of $995.00.”  This is perhaps the most flagrantly dishonest
and deceptive statement of the entire response. 
The reason why I travelled 160 miles (each way) and why I arrived at the
dealership was due to the advertised Love It Price of $23,642 for the 2015
Dodge Grand Caravan R/T in question.  I
was prepared to purchase the vehicle for that price as I understood it to be a
great deal.  However, as stated in
Lindsay’s disclosure (also submitted in their response), the dealership
encourages consumers to inquire within the dealership as to what other rebates
or incentives may further reduce the price of the vehicle.  That is exactly what I did understanding the
fact that I may or may not qualify for further incentives.  Regardless of my qualification, I was
prepared to purchase the vehicle for the advertised Love It Price of
$23,642.  However, this sale never came
into fruition, as I was never offered the Love It Price, as depicted in
the advertisement.  Instead, I was
offered a price that was approximately $2,700 higher than advertised due to the
fact that Lindsay’s Love It Price includes rebates and incentives that only
select few consumers can obtain (without disclosing).  Thus Lindsay’s response that I was offered
the Love It Price is not only dishonest, but a blatant lie.  Furthermore, Lindsay’s flagrant deceit continues
with suggesting that I would not pay “$499 processing fee or freight of
$995.00.”  Although I do not know what
these fees entail as they were not disclosed to me before, whether on the
website or in person, we never had an opportunity to discuss these fees due to
the disagreement on the vehicle’s price. 
As such, any attempt on Lindsay’s part to suggest that I was not willing
to pay a superficial fee is based solely on conjecture alone.
7)  Lindsay representative stated that I decided “to
purchase (the vehicle) at another dealership.” 
Although it is true that I ultimately purchased a 2015 Dodge Grand
Caravan R/T at another dealership for a significantly higher amount than Lindsay's advertised price of $23,642, this was not my intent or motivation that
day.  That day, my intent was to purchase
the advertised 2015 Dodge Grand Caravan R/T from Lindsay Chrysler Jeep Dodge
Ram in Manassas, VA.  However, since the
dealership tried to deceive me by almost $2,700 (plus, what I now
realize, additional fees of $499 processing fee and freight of $995), I reluctantly
left the dealership and drove 160-mile trek home with feelings of being duped
and immense disappointment.  I left
Manassas, VA thinking that I would not be able to trust another dealership
again due to this dishonorable experience. 
It was not for several weeks afterwards that I entered the showroom of
another dealership.  Thus that day and many
others afterward, I did not think nor did I vocalize any intent to purchase
this vehicle from another dealership.  Therefore,
I find Lindsay’s suggestion that I chose to pursue other dealerships on my own
accord to be, at the very least, distasteful, if not utterly insulting.
Best Regards,[redacted]

December 24, 2015Revdex.com1411 KST. NW, 10" FLOORWashington, DC 20005-3404Re: ID [redacted]Dear [redacted]:This is to notify you that the complaint from our customer, [redacted], was resolved amicably between both parties the day before we received your notice.[redacted]'s cancelation...

required special handling within the Finance and Accounting department, thus delaying the processing time of her request. [redacted]'s pro-rated refund check was overnighted to her home earlier this week.Kindly close this file as both parties have been satisfied in this matter.Kindest Regards:Lisa * N[redacted]Controller

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I am not responsible for the dealerships past transactions with the previous owner. I acted in good faith when purchasing the vehicle, and believed that all equipment installed on the vehicle would be fully functioning. No mention of the vehicle being a soft top from the factory was ever disclosed to us. Nor was the fact that the previous owner had a hardtop added without connecting the wiper and defroster. This information was only disclosed after we found the wiper did not function.
Regards,
[redacted]

I am following up to my letter of August 20, 2015-RE: [redacted] file number regarding Mrs. [redacted]. [redacted] and her husband Mr. [redacted].We have resolved this matter with the [redacted]'s as they have taken delivery of the vehicle they were interested in and at the original price they were quoted. They also were able to talk directly with Mr. Tim L**, our GSM, in an effort to establish where the communication went off track. We are happy that we were able to take care of the [redacted]'s and have them purchase their second car in two months from us.
Please see the attached email that Mr. [redacted] sent to our Corporate Administrator, Ms. Carney L[redacted].
Kindly update the [redacted]'s file with this closing letter on our behalf.
Kindest Regards,
Lisa K N[redacted]ControllerCC:Carney L[redacted]
 
From: [redacted] [mailto[redacted]]
Sent: Tuesday, September 08, 2015 7:10 AM
To: Carney L[redacted] Co: [redacted]; [redacted]; David W[redacted]
Subject: Letter Status
Hi Carney,Hope all is well. I did not get a chance yet to write the complementary letter we spoke of, due to some other commitments. I will do so and send it as we discussed. In the meantime, please let this email serve as conformation that [redacted] and are very satisfied with the outcome at Lindsay. We sincerely appreciate all your effort to restore the deal and Dave's kind assistance during the purchase of the new [redacted]. As discussed, I will send letters to close this matter out with the Attorney Generals Office and Revdex.com.
Thanks again.
[redacted] and [redacted]

August 10, 2015Dear [redacted]:I regret that [redacted] arrived at our dealership and that the vehicle of his interest was sold. However as this happens from time to time, we cannot and will not hold vehicles for customers that are not entirely committed to buying the vehicle of interest. Mr....

C[redacted] attempted to contact the client to tell him it was no longer available. As to not letting him see the vehicle in question, we spot deliver 99% of the vehicles that we sell and the vehicle was not here as it had been delivered. With all our vehicles online to millions of buyers, we received inquiries from clients all along the eastern Seaboard and beyond. Mr. C[redacted] attempted to show him a like vehicles as he should but in no way did we perform a bait and switch tactic as was claimed in his complaint, Sometimes multiple clients call on a specific vehicle, we in turn may sell to one client and another arrives at a later time. Unfortunately, thishappened in this situation.Sincerely,Paul S. General Manager

Carney L[redacted]
J
tome
Dear [redacted],
This is the rebate information on our website.
Please contact the dealer for additional manufacturer rebates that may be available and could further reduce your price! "Love It" prices include current manufacturer rebates and factory incentives, some of which may require financing through the manufacturer and are therefore subject to credit approval. Additional factory rebates from certain manufacturers, such as first time buyers, recent college graduates, veterans and/or active members of the military, owners of competitive makes, loyalty rebates etc, may be available. "Love It" pricing may not be compatible with special factory financing. "Love It" prices are valid based on manufacturer incentive program time periods. We make every effort to provide accurate information, but please verify options and price before purchasing. All vehicles are subject to prior sale. All prices are special internet prices only. All financing is subject to approved credit. All new vehicle prices exclude freight of $995-1195. Tax, tags, and processing fee of $499 in Virginia additional.
The customer told Fino that we didn’t disclose our pricing had rebates, Fino pulled up our website to the exact Caravanthat the customer wanted and read it to him in front of hissalesperson.  He said none of our competitors sold cars that way. Fino pulled up a website from a different dealer and showed him that it was the same. The customer disagreed and said he use to work at a car dealership. At the end he was offered Love it Price, he wanted to negotiate lower and said he wouldn’t pay $499.00 processing fee or freight of $995.00.  He decided that he would purchase at another dealership.
If you have any questions, please contact me at ###-###-####.
Sincerely,
Carney L[redacted]
Executive Assistant / HR | Lindsay Chevrolet15605 Jefferson Davis Highway | Woodbridge, VA 22191###-###-#### Direct | ###-###-#### [email protected] | http://www.lindsaychevrolet.c...⇄

I am writing in response to the complaint from our customer, [redacted]. [redacted].  Mr [redacted] did purchase a preowned [redacted] from us with a hard top that was traded in from the previous owner. That customer had an after market hard top installed on this [redacted]-the [redacted] had come from the factory...

with a factory installed soft top. (All hard tops come with rear wiper and heated glass installed but no wiring set in the [redacted] unless it came that way from the factory when it was built.)We would be happy to arrange for Mr. [redacted] to have the wiring installed on this aftermarket hard top; however, this would be at his expense.
If we can be of further service to Mr. [redacted] we are happy to do so.
 
Regards,
 
Lisa K N[redacted]
Controller

I am writing in response to [redacted]'s complaint filed (ID#[redacted]) dated Sept. 15, 2017. We are constantly working to keep our prices on each unit accurate and up to date. Unfortunately sometimes our computer software or vendors software gets out of line with actual pricing and we run. into...

these soft of situations; unfortunate for all of us indeed. We do have a Legal Site Disclaimer on our website that specifically addresses this type of issue that arises from time to time when systems are updating. We do make every effort to provide the most accurate pricing and current information or our units. (Copy is included). We Apologize for any inconvenience this matter has caused [redacted]. We would be happy to work with [redacted] to find another unit that he would be happy with and at the price point that he is interested in.

I am responding to your letter of June 19, 2017 regarding [redacted]'s request for a $650.00 to $700.00 refund from Lindsay CDJR.[redacted] did purchase his Jeep [redacted] from us on 5/26/17. He spoke directly with our General Sales Manager, Mr. John M[redacted] regarding the incorrect listing of a remote...

start for a manual vehicle that very evening before leaving with his new Jeep. It was clearly a misprint on the window sticker- as it would be impossible to have a remote start on a manual vehicle. This is a factory issue and FCA (Chrysler Corporation) has been made aware of it.[redacted]'s personal contact information has been provided to our District Sales Representative, Mr. Scott H[redacted], so that Mr. H[redacted] can speak to [redacted] directly about this matter and advise them on how FCA is planning to address this with any of their customers that may have this same issue. Mr. H[redacted]'s email address is: Scott, *. H[redacted].comRespectfully, this is not a matter for our dealership to resolve, but rather a factory issue that must and will be handled by FCA. We have been told by Mr. H[redacted] that these customers will be taken care of in some fashion.As to [redacted]'s traded in vehicle payoff; this was taken care of on June 22, 2017 after his funding for his new Jeep purchase had been received.

I wanted to respond back to the complaint letter that you received from our customer, [redacted].Our corporate administrator, Ms. Carney L[redacted], has been in touch with [redacted] and has agreed to fix both passenger side door locks and also the door handle.  The parts have been ordered and the...

repairs will scheduled with [redacted] as soon as they arrive.We feel that this matter will be resolved completely upon completion of the agreed to repairs.Kindest Regards:Lisa * N[redacted]Controller

December 24, 2015
Revdex.com1411 KST. NW, 10" FLOORWashington, DC 20005-3404
Re: ID [redacted]
Dear [redacted]:
This is to notify you that the complaint from our customer, [redacted], was resolved amicably between both parties the day before we...

received your notice.[redacted]'s cancelation required special handling within the Finance and Accounting department, thus delaying the processing time of her request. [redacted]'s pro-rated refund check was overnighted to her home earlier this week.
Kindly close this file as both parties have been satisfied in this matter.Kindest Regards:Lisa * N[redacted]Controller

May 30, 2014I am responding to your letter dated May 27, 2014-ID [redacted] regarding **. [redacted] complaint and concern regarding his Pennsylvania tags and legistration that we have not been able secure for him yet. We regret the inconvenience that **. [redacted] is experiencing while we...

process his paperwork in Pennsylvania to secure him his tags and registration.**. [redacted] paperwork was lost in route to our out of state tag service. We had not been able to recover those documents. So our Title clerk, [redacted] started the process of applying for duplicates of the missing documents-titles in order to replace the file and submit the paperwork to our out of state tag service again for expedited processing. This packet is being sent out via [redacted] today 05/30/14. They will receive that packet Monday 06/02/14.| spoke with **. [redacted] today and he had been told that his original title papers had been lost and that a resolve was in the works. **. [redacted] was issued another set of temporary tags that will cover him for another 30 days while we get this matter handled entirely. I confirmed with **. [redacted] that he has in fact received those temp tags.I gave **. [redacted] my name and direct number for further contact in this matter. We will continue to monitor the delivery and processing of his tag work through the State of Pennsylvania and keep **. [redacted] informed along the way.

Dear Sir or Madam,
id="yiv[redacted]2yui_3_16_0_1_1419981043216_15134">
I
have received a message yesterday requesting a copy of the actual
advertisement from LINDSAY CHRYSLER JEEP DODGE RAM dealership pertaining
to the vehicle and pricing complaint I have submitted.  Attached,
please find the requested copy of the advertisement.  Please do not
hesitate to contact me should you have any questions or need further
information.
Thank you,
[redacted]
Tel.: ###-###-####

January 30, 2015Dear [redacted],
We would first like to apologize for any inconvenience that [redacted] experienced while trying to purchase the 2015 Dodge Caravan. We value all of our customers and strive to make all buying experiences memorable in a positive way.
I did investigate [redacted]'s concern with all parties. With that being said, (As you can clearly see from our disclosure which I am enclosing for your review.) If he indeed qualified for any of the applicable manufacturer's rebates or incentives for the vehicle he was trying to purchase they wouldhave been applied to the sale price of that vehicle.
If you should have any questions pertaining to this matter, please contact me at ###-###-####.Sincerely,
Paul S
General Manager

[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.]
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. 
Regards,
[redacted]

My apologies for not responding to this matter in writing earlier.  The resolution of this matter occurred on October 7, 2016 and I thought that a response had already been sent to update this file.On October 7, 2016 the customers returned the vehicle that they had purchased and their vehicle...

that was traded in on their sale was retrieved and returned to them as well.  We absorbed the expense of the maintenance repairs that we had performed on their traded vehicle.The customer had stopped payment on their down payment; so there were no other funds to return to them.The customer was not charged any fees for mileage and use of the vehicle that they had purchased.Please see the attached document that the customer and our finance director signed on October 7, 2016 indicating full resolution of this matter.Regards,Lisa *. N[redacted]Controller

I am writing to you RE: [redacted] regarding Mrs. [redacted] and the issues that she encountered while trying to purchase her second vehicle from us in less than one month. We certainly appreciate the repeat business and will resolve this matter to the best of our ability to her satisfaction.|...

also left you a voice message today letting you know that our Corporate Administrative Liaison, Ms. Carney L[redacted], is working with the [redacted]'s to resolve this matter. We still have the vehicle they wished to purchase and we are working out the details in writing with the [redacted]'s to be able to take delivery of this vehicle at the price they had been quoted. The initial conversation with the [redacted]'s has been greatly appreciated by them and they thought the efforts that were being made to remedy this situation were sounding acceptable. Once everyone is comfortable with the numbers the [redacted]s will come to take delivery of this vehicle—probably the week after next at a date and time that is convenient for them.| will send you a follow up letter when the matter has completely been resolved for your records.Kindest Regards:Lisa K N[redacted]CC:Carney L[redacted]