There was a delay in the warranty company sending the refund money out to the customers bank. The warranty refund has now been issued and The customer should expect to see that reflected on the balance of his auto loan by next week
[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 ***, and effective as of today, the resolution is satisfactory to me.
Regards,
*** ***
Customer signed rental agreement that he would bring back rental with full tank of gas or pay $per gallonThis is standard with all rental car companiesWhen we went to charge on credit card but charge was deniedWe rerserve the right not to do business with this type of personHe is not welcome here
*** *** did not buy an extended warrantyHe bought a maintenance packageWe would be happy to cancel the maintenance package and he could purchase an extended warrantyWe have told this to ** *** numerous times over the phonePlease see attached purchase order showing the
maintenance purchased with **& *** *** signature
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Customer have following reasons not to trust Lustine *** Service advisers:** Service advisers assigned before Bryant Jones were recommending oil change after every miles instead of every miles** Throttle cleanup and/or other services performed in the presence of the customer by ZAF Auto Repair shop in Herndon, Virginia ** When asked, service advisers fail to provide photo before and photo after the affected area of the car and unable to show old parts replaced** Lustine *** does not allow customer to watch the car while their technician are working on the car.** How come Iliana and /or MrL*** took minutes to let the customer know that car can be served while waiting?It has to be left overnight.** Why customer is forced to accept service adviser recommendations, otherwise customer will loose "AutoForLife" warranty?So Customer is requesting an independent investigation of dealership business practices and findings must be made public.
Regards,
*** ***
*** ** came in for his *** Oil consumption repair that *** is covering under a limited service campaign (not a recall) on certain vehicles to replace pistons and rings. When the vehicle came in before the repairs were made the technician test drove and noted that the transmission was
slipping. The ASM Jonatan G*** called *** ** about the transmission slipping and *** ** told him that he already knew about the transmission issue and to just move forward getting the warranty engine work done. When the vehicle was in the shop being repaired and the engine was removed the technician recommended multiple items that *** ** declinedWater pump is leaking Valve seals Spark plugs And many other items that were not related to the engine. The first time Lustine *** ever saw this *** in for service was for the *** Warranty Campaign from ***. Balance shaft bearings are not a part of the *** Campaign to be replaced but are inspected on every *** by the technician and our shop foreman Chip H***. At the time of the warranty repair that balance shaft bearings were operating as designed. Our district service and parts manager has been very clear to Lustine management that balance shafts bearings are not covered under the warranty enhancement ***The price quote of $was for the water pump, valve seals, spark plugs, The price quote of $was for the water pump and valve seals The price quote of $was just for the valve seals The ASM Jonatan gave *** ** multiple options on the repairs which were all declined. The vehicle came back in with a noise in the lower part of the engine was on 2/7/17, months after the engine repair, 5k miles after the engine repairs and AFTER another shop did the oil change. Lustine will not accept any responsibility for this repair. *** has looked at the vehicle when it was here last Wednesday and will not be covering any of the repairs under warranty
February 4, 2016VIA Revdex.com ELECTRONIC SUBMISSION*** *** The Revdex.com Moorefield Park Dr., Suite Richmond, Virginia 23236Re: *** *** vLustine Chrysler Dodge JeepRevdex.com Case NO* * ***Dear *** ***:This law firm represents Lustine Chrysler Dodge Jeep
(“Lustine”) with regard to *** ***’s claimsThis letter is in response to her Revdex.com Complaint dated January 28, We are responding because prior to filing this complaint *** *** engaged a lawyer to communicate with our firm that is represented by counselWe have previously discussed the facts with her attorney and offered a compromise for customer satisfaction purposes, which *** *** rejected.*** *** claims that Lustine deceived her into buying a car that 1) did not have a feature that she wanted, 2) had an additional feature that she did not want, and 3) had an additional cost that she was unaware of at the time of purchase*** *** claims that the deception was effectuated by a “tactic” of spending hours with her, thereby having the effect of “wearing her down.” *** *** spent weeks looking online for a vehicle and communicating with the dealership before she decided on her own to come in and purchase a vehicleThe time she spent in the dealership was the time she spent test driving the vehicle and then the paperwork for completion of the transaction.Lustine denies *** ***’s allegationsWhat *** *** omits from her Complaint are substantive facts that led up to her deciding to purchase the new, Jeep CherokeeInstead, the facts demonstrate that whatever amount of time Lustine employees spent with *** ***, it was to provide her with all of the necessary information she needed to decide whether she wanted to purchase the vehicleSuch facts include the following:*** *** purchased the vehicle on November 7, 2015; On November 1, but prior to purchase, *** *** took an extensive test drive of the vehicle;Prior to purchase, *** *** reviewed and signed a Pre-Delivery Checklist, checking off each key feature of the vehicle that had been reviewed with her (see Pre-Delivery Checklist, attached here to as Attachment 1);Prior to purchase, *** *** reviewed and signed an authorization form confirming “All features have been explained,” “Your salesperson has reviewed a Delivery Checklist with you,” and “You have personally inspected your new automobile.” (see Attention Owner form, attached hereto at Attachment 2);At the time of purchase, *** *** reviewed and signed a Buyers Order specifically identifying the retail price, cost of additional service plan and GAP, total purchase price and balance upon delivery(see Buyers Order, attached hereto as Attachment 3);In the days after the purchase of the vehicle, *** *** place a “stop payment” on a check to Lustine for $6,as part of the down payment on the purchase of the vehicleYet, she continues to own, operate and use the vehicle.While *** *** does not identify the “one key feature” she alleges was missing from the vehicle, Lustine is aware from prior discussions with *** ***’s attorney that she alleges that the vehicle is missing a cold weather package*** *** test drove the vehicle in November and had adequate time to drive the vehicle and examine the vehicle's featuresCertainly, from the Pre-Delivery Checklist that *** *** reviewed and signed prior to purchase, she would have been aware of the fact that the vehicle she had just test drove did not have a cold weather package.Moreover, the emails between *** *** and Lustine salespeople in the weeks prior to the November 7, transaction date indicate that *** *** stressed the importance of the vehicle being blue, and having a Vengine and a sun/moon roof.*** *** “stopped payment” on the $6,down payment check to Lustine, thereby still owing $6,on the purchase after she took possession of the vehicle and obtained title.Lustine is more than willing to resolve this matter with *** *** (as it has attempted to do previously through her attorney), and include resolution of her “stop payment” by *** *** of the $6,she still owes on the vehicle purchase.Very truly yours, Kimberly *M***Cc:*** *** (via email)
It does not surprise me a bit that Lustine will not take responsibilityIt only confirms all the negative ratings are indeed accurate and truly respects your integritystars, in my opinion, is still stars more than what you deserve. Owner of * *** *** called and wanting to find out whats going on only because he himself thought the situation was ridiculousAfter speaking with you guys and verified that the oil change was done without my request he has reimburse me for his shop's mistake and took responsibility of his actions by offering assistance to help with the situation unlike other dishonest shops in the area. He even went out of his ways to help me fight me case.You are right, all this back and forth will not change the fact your shop's dishonesty and lack of integrityMy hope is someone will read these treads and take their business elsewhere. Regards,
***
Mr*** has been here two times.( see attachments)I have also answered Mr*** complaint ( see attachment)Both time Mr*** has come in he has refused diagnostic check on radioIf we can't determine the problem the warranty company will not pay for the radioIf the warranty company
determines the breakdown is the fault of the product the warranty company will pay for the diagnostic check and replace the radio with an deductibleIf the diagnostic determines it is the fault of something the customer did , they will not cover itI suggest you have the diagnostic check doneWe will do everything we can to help you get it covered
Lustine *** documented and notified you prior to the frame being replace that the A/C was not blowing cold and that the condenser was damaged.Lustine *** did not damage your condenser.Lustine *** will not be paying for a new condenser.Lustine *** did not charge you $and will not be reimbursing you $that you paid to another repair facility
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***Yes I signed a rental agreement that said I would bring back a full tank when returning the vehicle, which I did because if it wasnt full the employee who took the key from and checked the vehicle for everything woupd have informed me right then not and 1/hours later after, when the rental agreement is already over and I as a customer have no responsibility as to what is done to the vehicle afterLike I have stated in my previous response that I have an employee of theirs who was there at the time and agrees with me and I also have a recording of thatFurthermore if they do not wish to service my vehicle in the future I am okay with as long as they return all my money that I paid them for the extra services when I purchased my vehicle and also since he wants to keep mentioning signed agreement I also have signed agreements stating that I am covered for lifetime bumper to bumper
I am rejecting this response because:
Regards,
*** ***
I have notified all Maketing companies we deal with to stop marketing to this customer on our behalf. We cannot control any mail or email sent from *** Corporation.Jason D***
I tried to contact Mr ***, but was unable to reach him. We issue the difference checks after we receive the title for the trade in. Mr***'s title was received by us last week unfortunately a check was not sent out I apologize a check is being
sent out overnight to him today he will receive it tomorrow. Thank you
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.
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to me. However, I must point out that the dealer never sent me interim tags. I had to travel to the dealership to request them. The dealership took absolutely no steps to let me know the tags were expiring and if or when I would ever receive permanent tags. The permanent tags were sent to me by the dealer the day after Iodged my complaint with the Revdex.com. I am pretty confident that had I not complained to the Revdex.com, I would still be without tags. Kudos to the Revdex.com for getting things done, but zero stars for the dealer in first having terrible service and then shamelessly trying to cover themselves by blaming others
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response
because:I have been trying for nearly two years to get Lustine to stop sending me junk postal mail, including filing a previous complaint with Revdex.comTheir garbage resumed again today.Translate Desired Resolution / OutcomeDesired Resolution:No further contact by the businessselectDesired Outcome:remove me permanently from any and all contact lists - I never, ever want to hear from Lustine agai
Regards,
*** ***
We sell extended warranties and maintenance plansWe do not push one over anotherWe do not make more money selling a maintance plan over an extended warrantyThe paper work is clear to what the customer signed and boughtWe will be happy to cancel the mainatenace agreementThe refund is prorated over time and milageThe customer can call me directly or speak with Danielle H***, the Finance DirectorYou can come in to have the milage verified and the cancelations papers signed
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the vehicle was sent by Lustine to Lindsay *** in for service which voided the warranty Attached is the detailed letter of events The letter has also be sent to Jason D*** the General Manager of Lustine
Regards,
*** ***
To whom it may concern I have gone over the letter sent to you by *** *** and I have answers for his Concerns*** *** was due a refund for the difference of the estimated trade payoff and what we sent in the amount of $however due to an accounting error only $was sent to him last
month. I had a check cut for the difference of $which will be mailed out today. On the *** buyers order *** *** was charged a total of $for his sales tax and license transfer feeTransferring license plates does not renew them The amount paid to the ** government was $we covered the additional $to do the tag workThe national rebate on the *** *** at the time of purchase was $3500. *** *** Received a $rebate the difference of $is the *** incentive.** *** will need to contact *** *** *** regarding his subscriptions we are unable to renew them
There was a delay in the warranty company sending the refund money out to the customers bank. The warranty refund has now been issued and The customer should expect to see that reflected on the balance of his auto loan by next week
[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 ***, and effective as of today, the resolution is satisfactory to me.
Regards,
*** ***
Customer signed rental agreement that he would bring back rental with full tank of gas or pay $per gallonThis is standard with all rental car companiesWhen we went to charge on credit card but charge was deniedWe rerserve the right not to do business with this type of personHe is not welcome here
*** *** did not buy an extended warrantyHe bought a maintenance packageWe would be happy to cancel the maintenance package and he could purchase an extended warrantyWe have told this to ** *** numerous times over the phonePlease see attached purchase order showing the
maintenance purchased with **& *** *** signature
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Customer have following reasons not to trust Lustine *** Service advisers:** Service advisers assigned before Bryant Jones were recommending oil change after every miles instead of every miles** Throttle cleanup and/or other services performed in the presence of the customer by ZAF Auto Repair shop in Herndon, Virginia ** When asked, service advisers fail to provide photo before and photo after the affected area of the car and unable to show old parts replaced** Lustine *** does not allow customer to watch the car while their technician are working on the car.** How come Iliana and /or MrL*** took minutes to let the customer know that car can be served while waiting?It has to be left overnight.** Why customer is forced to accept service adviser recommendations, otherwise customer will loose "AutoForLife" warranty?So Customer is requesting an independent investigation of dealership business practices and findings must be made public.
Regards,
*** ***
*** ** came in for his *** Oil consumption repair that *** is covering under a limited service campaign (not a recall) on certain vehicles to replace pistons and rings. When the vehicle came in before the repairs were made the technician test drove and noted that the transmission was
slipping. The ASM Jonatan G*** called *** ** about the transmission slipping and *** ** told him that he already knew about the transmission issue and to just move forward getting the warranty engine work done. When the vehicle was in the shop being repaired and the engine was removed the technician recommended multiple items that *** ** declinedWater pump is leaking Valve seals Spark plugs And many other items that were not related to the engine. The first time Lustine *** ever saw this *** in for service was for the *** Warranty Campaign from ***. Balance shaft bearings are not a part of the *** Campaign to be replaced but are inspected on every *** by the technician and our shop foreman Chip H***. At the time of the warranty repair that balance shaft bearings were operating as designed. Our district service and parts manager has been very clear to Lustine management that balance shafts bearings are not covered under the warranty enhancement ***The price quote of $was for the water pump, valve seals, spark plugs, The price quote of $was for the water pump and valve seals The price quote of $was just for the valve seals The ASM Jonatan gave *** ** multiple options on the repairs which were all declined. The vehicle came back in with a noise in the lower part of the engine was on 2/7/17, months after the engine repair, 5k miles after the engine repairs and AFTER another shop did the oil change. Lustine will not accept any responsibility for this repair. *** has looked at the vehicle when it was here last Wednesday and will not be covering any of the repairs under warranty
February 4, 2016VIA Revdex.com ELECTRONIC SUBMISSION*** *** The Revdex.com Moorefield Park Dr., Suite Richmond, Virginia 23236Re: *** *** vLustine Chrysler Dodge JeepRevdex.com Case NO* * ***Dear *** ***:This law firm represents Lustine Chrysler Dodge Jeep
(“Lustine”) with regard to *** ***’s claimsThis letter is in response to her Revdex.com Complaint dated January 28, We are responding because prior to filing this complaint *** *** engaged a lawyer to communicate with our firm that is represented by counselWe have previously discussed the facts with her attorney and offered a compromise for customer satisfaction purposes, which *** *** rejected.*** *** claims that Lustine deceived her into buying a car that 1) did not have a feature that she wanted, 2) had an additional feature that she did not want, and 3) had an additional cost that she was unaware of at the time of purchase*** *** claims that the deception was effectuated by a “tactic” of spending hours with her, thereby having the effect of “wearing her down.” *** *** spent weeks looking online for a vehicle and communicating with the dealership before she decided on her own to come in and purchase a vehicleThe time she spent in the dealership was the time she spent test driving the vehicle and then the paperwork for completion of the transaction.Lustine denies *** ***’s allegationsWhat *** *** omits from her Complaint are substantive facts that led up to her deciding to purchase the new, Jeep CherokeeInstead, the facts demonstrate that whatever amount of time Lustine employees spent with *** ***, it was to provide her with all of the necessary information she needed to decide whether she wanted to purchase the vehicleSuch facts include the following:*** *** purchased the vehicle on November 7, 2015; On November 1, but prior to purchase, *** *** took an extensive test drive of the vehicle;Prior to purchase, *** *** reviewed and signed a Pre-Delivery Checklist, checking off each key feature of the vehicle that had been reviewed with her (see Pre-Delivery Checklist, attached here to as Attachment 1);Prior to purchase, *** *** reviewed and signed an authorization form confirming “All features have been explained,” “Your salesperson has reviewed a Delivery Checklist with you,” and “You have personally inspected your new automobile.” (see Attention Owner form, attached hereto at Attachment 2);At the time of purchase, *** *** reviewed and signed a Buyers Order specifically identifying the retail price, cost of additional service plan and GAP, total purchase price and balance upon delivery(see Buyers Order, attached hereto as Attachment 3);In the days after the purchase of the vehicle, *** *** place a “stop payment” on a check to Lustine for $6,as part of the down payment on the purchase of the vehicleYet, she continues to own, operate and use the vehicle.While *** *** does not identify the “one key feature” she alleges was missing from the vehicle, Lustine is aware from prior discussions with *** ***’s attorney that she alleges that the vehicle is missing a cold weather package*** *** test drove the vehicle in November and had adequate time to drive the vehicle and examine the vehicle's featuresCertainly, from the Pre-Delivery Checklist that *** *** reviewed and signed prior to purchase, she would have been aware of the fact that the vehicle she had just test drove did not have a cold weather package.Moreover, the emails between *** *** and Lustine salespeople in the weeks prior to the November 7, transaction date indicate that *** *** stressed the importance of the vehicle being blue, and having a Vengine and a sun/moon roof.*** *** “stopped payment” on the $6,down payment check to Lustine, thereby still owing $6,on the purchase after she took possession of the vehicle and obtained title.Lustine is more than willing to resolve this matter with *** *** (as it has attempted to do previously through her attorney), and include resolution of her “stop payment” by *** *** of the $6,she still owes on the vehicle purchase.Very truly yours, Kimberly *M***Cc:*** *** (via email)
We have removed this customer from all mailing lists alreadyWe will check again to insure we don't have to do any business with *** ***
It does not surprise me a bit that Lustine will not take responsibilityIt only confirms all the negative ratings are indeed accurate and truly respects your integritystars, in my opinion, is still stars more than what you deserve. Owner of * *** *** called and wanting to find out whats going on only because he himself thought the situation was ridiculousAfter speaking with you guys and verified that the oil change was done without my request he has reimburse me for his shop's mistake and took responsibility of his actions by offering assistance to help with the situation unlike other dishonest shops in the area. He even went out of his ways to help me fight me case.You are right, all this back and forth will not change the fact your shop's dishonesty and lack of integrityMy hope is someone will read these treads and take their business elsewhere. Regards,
***
Mr*** has been here two times.( see attachments)I have also answered Mr*** complaint ( see attachment)Both time Mr*** has come in he has refused diagnostic check on radioIf we can't determine the problem the warranty company will not pay for the radioIf the warranty company
determines the breakdown is the fault of the product the warranty company will pay for the diagnostic check and replace the radio with an deductibleIf the diagnostic determines it is the fault of something the customer did , they will not cover itI suggest you have the diagnostic check doneWe will do everything we can to help you get it covered
Lustine *** documented and notified you prior to the frame being replace that the A/C was not blowing cold and that the condenser was damaged.Lustine *** did not damage your condenser.Lustine *** will not be paying for a new condenser.Lustine *** did not charge you $and will not be reimbursing you $that you paid to another repair facility
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***Yes I signed a rental agreement that said I would bring back a full tank when returning the vehicle, which I did because if it wasnt full the employee who took the key from and checked the vehicle for everything woupd have informed me right then not and 1/hours later after, when the rental agreement is already over and I as a customer have no responsibility as to what is done to the vehicle afterLike I have stated in my previous response that I have an employee of theirs who was there at the time and agrees with me and I also have a recording of thatFurthermore if they do not wish to service my vehicle in the future I am okay with as long as they return all my money that I paid them for the extra services when I purchased my vehicle and also since he wants to keep mentioning signed agreement I also have signed agreements stating that I am covered for lifetime bumper to bumper
I am rejecting this response because:
Regards,
*** ***
I have notified all Maketing companies we deal with to stop marketing to this customer on our behalf. We cannot control any mail or email sent from *** Corporation.Jason D***
I tried to contact Mr ***, but was unable to reach him. We issue the difference checks after we receive the title for the trade in. Mr***'s title was received by us last week unfortunately a check was not sent out I apologize a check is being
sent out overnight to him today he will receive it tomorrow. Thank you
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.
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to me. However, I must point out that the dealer never sent me interim tags. I had to travel to the dealership to request them. The dealership took absolutely no steps to let me know the tags were expiring and if or when I would ever receive permanent tags. The permanent tags were sent to me by the dealer the day after Iodged my complaint with the Revdex.com. I am pretty confident that had I not complained to the Revdex.com, I would still be without tags. Kudos to the Revdex.com for getting things done, but zero stars for the dealer in first having terrible service and then shamelessly trying to cover themselves by blaming others
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response
because:I have been trying for nearly two years to get Lustine to stop sending me junk postal mail, including filing a previous complaint with Revdex.comTheir garbage resumed again today.Translate Desired Resolution / OutcomeDesired Resolution:No further contact by the businessselectDesired Outcome:remove me permanently from any and all contact lists - I never, ever want to hear from Lustine agai
Regards,
*** ***
We sell extended warranties and maintenance plansWe do not push one over anotherWe do not make more money selling a maintance plan over an extended warrantyThe paper work is clear to what the customer signed and boughtWe will be happy to cancel the mainatenace agreementThe refund is prorated over time and milageThe customer can call me directly or speak with Danielle H***, the Finance DirectorYou can come in to have the milage verified and the cancelations papers signed
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the vehicle was sent by Lustine to Lindsay *** in for service which voided the warranty Attached is the detailed letter of events The letter has also be sent to Jason D*** the General Manager of Lustine
Regards,
*** ***
To whom it may concern I have gone over the letter sent to you by *** *** and I have answers for his Concerns*** *** was due a refund for the difference of the estimated trade payoff and what we sent in the amount of $however due to an accounting error only $was sent to him last
month. I had a check cut for the difference of $which will be mailed out today. On the *** buyers order *** *** was charged a total of $for his sales tax and license transfer feeTransferring license plates does not renew them The amount paid to the ** government was $we covered the additional $to do the tag workThe national rebate on the *** *** at the time of purchase was $3500. *** *** Received a $rebate the difference of $is the *** incentive.** *** will need to contact *** *** *** regarding his subscriptions we are unable to renew them