(TOYOTA RESONSE IN RED)
I am rejecting this response because:
· $1700 has still not been refunded. I need proof of the cancellation, including effective date
· Need an an answer on the interest charges that I have had to pay because of their negligence
My responses to their statements (also attached in PDF):
I have looked at [redacted]'s deal folder. She did meet with Gaby M[redacted] but did NOT purchase any aftermarket products. I have scanned and attached copies of the purchase order (attachments marked #1) and loan contract (attachment marked #2 ) and you can see there is no aftermarket products bought or sold, so there is nothing to cancel.
I did confirm that [redacted] purchased an extended warranty for $2500, maintenance for $1700, and GAP for $800. In the attached loan contract (attachments marked # 2) she clearly acknowledged and signed for the products. In fact, it was electronic[redacted] signed at the dealership which requires signature and two acknowledgements from the customer. TRUE. I did sign the paperwork, but as I mentioned, the second time we filled out the paperwork, we were rushed though the paperwork and not given an opportunity to review it. Regardless of whether I signed it or not, I am still entitled to cancel the warranty, and it should have been processed immediately to get the 60 day process started. In fact, the attachments from Lustine Toyota show that I indeed had to fill out the same forms over and over again. Why wasn’t the issue resolved the first time? Second? Third?
We both agree she signed the paperwork to buy all policies. We agree that when she finally signed the cancellation forms, they were forwarded to the provider for cancellation. Please see attachment #1, again verifying that the policies were disclosed and she agreed to with separate signature.
[redacted] did contact our dealership in October. She spoke to Mr. Schuyler B[redacted], Department Head of Finance and Insurance. She requested to cancel ALL policies on the loan. Mr. B[redacted] told her to please come in the dealership to sign the necessary forms. She refused and said she wanted to cancel over the phone. We told her we would like her to sign the cancellation forms in person, so that we could witness. She hung up. She called again late in November again refusing to come in without an attorney. We told her the attorney was welcome. She never came in and her deal folder remained in Mr. B[redacted]'s office waiting for her to appear. FALSE. I came into the dealership on three separate occasions: September 27, 2016 (when I spoke to Mohammed). He gave me one form to fill out, and would not give us a copy of it (but we were able to take a picture of it – attached), after insisting that we needed proof of the cancellation.
I stopped by the dealership again, in November. This time I spoke with Daniel K[redacted]. He apologized for the bad service we had received, and said he would look into it. He shared that this was not Mohammed’s K[redacted]’s first complaint, and that he was currently on probation for this type of behavior. He gave me his card. A few days after we met, I called him and left a message asking for an update on the situation, and he did not call me back.
I stopped by the dealership for a third time, in early December and this time I asked for the GM of the dealer. Amine R[redacted] said he was one of the managers, and asked how he could help us. I explained the whole situation to him, and he said he would look into it and get it resolved. It was at this time that I said, if my issue could not be resolved, I would have to take other measures, including, but not limited to getting an attorney. He said, that is our right. He gave me his number, and ask that I follow up with him in a few days, so he could look into it. He did not return my calls.
After having spoken to three different people, without any resolution or follow-up, I tried calling other managers at the dealership, hoping someone would resolve my situation. I was happy to fin[redacted] get in touch with Mr. B[redacted] on December 15, 2016, over the phone. When I explained the situation to date, he said he would help me resolve the issue. After we spoke, DeQuoia H[redacted] emailed me (attached), with cc: to Mr. B[redacted], following up on my conversation with him, asking me to fill out the two forms, so she could submit the refund which would take up to 60 days. I emailed the paperwork back to her a few days later. At no time was I asked to come in to the office by him, or DeQuoia. I would have been happy to stop by for a fourth time (as I had already stopped by three times, what’s one more? I actu[redacted] preferred to deal with this situation in person vs over the phone or email).
Mohammad, Daniel and Amine deny having conversation with her. We requested for her to come in many times. The cancellations were not signed at the dealership, as the customer preferred email. Schuyler B[redacted] and I have never met with or seen [redacted].
On December 15th DeQuoia H[redacted], Finance Assistant, was getting ready to deploy with her Army Reserve Unit and sent out an email with the cancellation forms (attachments marked # 3). [redacted] contacted DeQuoia, sent her the forms and we canceled the $2500 warranty and $1700 maintenance for a complete refund. The insurance companies sent the refund directly to [redacted]. It can take up to 60 days for the bank to credit the account. We also told [redacted] this. TRUE. I am not disputing whether or not DeQuoia sent me the forms. I had been checking my [redacted] account periodic[redacted] to check on the credit. As of February 7th, there was nothing. So I emailed DeQuoia and Schuyler to get a status on my issue. That is when I received an email from Margarika Parker, asking me to fill out the SAME two forms (they were not “additional” forms) that I had already filled out, twice, maybe three times! We spoke on the phone, and she said that DeQuoia had been deployed, and that she would be following up on this. Based on my conversation with Margarika, it didn’t seem like the refund had been processed. Even though I was very, very frustrated to fill out the forms again, she was polite, and pleasant to deal with.
Ms. P[redacted] was the first person to receive all signed forms.
On February 7, [redacted] sent in two additional forms ( attachments marked #4 ), one was an additional warranty cancellation form that [redacted] marked "X" in the box for "OTHER" and then writing "Unauthorized charge" . This is not true. She authorized the warranty when she first bought the car by signing the loan contract and warranty agreement. The second form was [redacted] writing in that she wanted to "keep GAP insurance" dated 2/7/17.FALSE. As stated above, the charges were added without my permission, nor did he review all the charges. I had only agreed to the GAP insurance. He also did not let us review the paperwork because he was rushing through it. I would also like to point out, that when we went on 9/27 to speak to Mohammed, there was another couple waiting to see him for a similar issue. In addition, when we met with Daniel K[redacted], Finance Manager, he shared that this was not Mohammed’s K[redacted]’s first complaint, and that he was currently on probation for this type of behavior. It might be a good idea to audit his deals to ensure these deceptive practices are not a widespread issue.
[redacted] gave us permission when she bought the policies. She signed the policy and loan contract. She also signed additional repayment options in attachment #1, stating that she was aware of what she was purchasing. It’s odd to me that [redacted] can remember everything that she says happened but was rushed and forced to sign a contract, she was not able to review. None of the employees she has named, has any recollection of any of the conversations she described.
Update as of February 10, 2017: I checked my [redacted] Account today, and it looks like the $2500 has fin[redacted] been refunded, but I still do not see the $1700. In addition, I should not have to pay the interest on the amount that should have been refunded months ago.
I’m glad that [redacted] received the $2500 dollar check and [redacted] is aware. Once a cancellation form is signed, we forward it to the insurance company and a refund is sent to the bank. We do not have control on when the refund will reach the bank, but in this case we are giving her full refunds instead of a prorated amount, which we normally do.
From: Jason D[redacted]<[redacted]@lustine.com>Date: Sat, Mar 19, 2016 at 12:49 PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>[redacted]I apologize for...
not responding to this complaint. We made arrangements with this customer to get them a second key and I have canceled the extended warranty that the customer did not want. This complaint should be resolved.Thank you Jason D[redacted]General ManagerLustine Chrysler Jeep Dodge[redacted]@lustine.com###-###-####
From: [redacted]<[redacted]@[redacted].com>Date: Mon, Aug 31, 2015 at 11:06 PMSubject: Fw: Preferred Customer - Unused Service NoticeTo: [redacted]@myRevdex.com.orgPlease see belowOn Thursday, July 23, 2015...
9:16 AM, Dequoia H[redacted] <[redacted]@lustine.com> wrote:It has been cancelled here is a copy of the cancellation form and if you refer to the bottom of the page the date of termanation is 4/11/2015 and that amount of the refund if stated as well.I am not sure why that email was sent you but I can ensure you that the cancellation is taken care of, Thank you,DeQuoia H[redacted]Collections Manager###-###-#### From: [redacted] [mailto:[redacted]@[redacted].com] Sent: Thursday, July 23, 2015 8:19 AMTo: Dequoia H[redacted]Subject: Fwd: Preferred Customer - Unused Service Notice I thought this was canceled. Kindly advice.Sent from my [redacted]Begin forwarded message:From: LUSTINE TOYOTA <[redacted]@[redacted]com>Date: July 23, 2015 at 7:23:18 AM EDTTo: [redacted]@[redacted].comSubject: Preferred Customer - Unused Service NoticeReply-To: anorton@[redacted]comHi, just a reminder that you're receiving this email because you have expressed an interest in the Preferred Customer Program. Don't forget to add [email protected] your address book so we'll be sure to land in your inbox!You mayunsubscribeif you no longer wish to receive our emails.PREFERRED CUSTOMER PROGRAMNotification!Unused ServicesDear Customer, our service log indicates that you have not used any of your available vehicle services from your Preferred Customer Program. We want to make sure that your program does not go unused. Do not miss the chance to fully utilize your program.If you have moved out of the region or simply have not had the chance to use any of the services in your program, you can also share or gift them at no cost to any friend or family member. Share your services on Facebook!LOGIN TO YOUR ACCOUNT HERE!Username: [redacted]Password: [redacted]Your Preferred Customer Dealer TeamSchedule Your Appointment Here!- Don`t forget to download your free myPCP app- Keep track of your available services.- Share services with friends and family.- Receive specials only for Prefered Customers.SCHEDULE SERVICES:PROGRAM QUESTIONS:###-###-#######-###-####anorton@[redacted]comTHANK YOU FOR LETTING USSERVE Y
My name is Nino S[redacted] and I am the service director for Lustine Auto mall. I have spent some time reviewing your repair order history and speaking to both the service adviser Doug C[redacted] and service manager David L[redacted] about your 2014 [redacted]. Doug did recall your vehicle and your visit...
to Lustine in late September on repair order [redacted]. First and foremost, let me clarify what Auto4Life is for your vehicle. Auto4life is a lifetime powertrain warranty on your vehicle that was contracted at no charge to you when you purchased your vehicle from Lustine. It covers your powertrain components for your vehicle which include and are not limited to the engine, transmission, differentials, axles, and any other internally lubricated drivetrain components. Auto4Life does not cover any exhaust components. When your vehicle was sold to you earlier in 2017 it passed Virginia safety inspection. One of many parts of the inspection is the exhaust system. If the exhaust system was leaking and making an abnormal noise it would have failed safety inspection. At the time the vehicle was sold to you with 37k miles on it the cat back section of the exhaust system was operating as designed and passed VA safety inspection. The cat back section of the exhaust system is covered on new Dodge vehicles for 3 year or 36,000 miles, whichever comes first. Your vehicle came in to Lustine Dodge service in September 2117 with 49626 miles on the vehicles which means that it was out of the 3 yr/36k mile warranty. One concern I have is that there is nothing documented on your repair order or on the multipoint inspection of any exhaust leak that was caused by rust. In your complaint to the Revdex.com you state that your insurance company was denying having your cat back exhaust replaced because it was rusted out. Doug C[redacted] also does not recall any discussion about your exhaust system leaking because of rust. I think the best course of action at this point is to you have you bring the vehicle in and see either myself or my service manager David L[redacted] directly. We will expedite the vehicle in to the shop on one of our shop foreman’s lifts and have all of us inspect it together. At this point we can verify if the cat back section of the exhaust is leaking because of rust or because of an outside influence like a puncture. If the exhaust was punctured, then we can take pictures of the damage to submit to your insurance company since it was caused by an outside influence. If the exhaust does show a leak because of rust David can take pictures and submit them to our manufacturer district rep to see if there can be any kind of goodwill coverage since the vehicle is just under 4 years old. Once again this section of the exhaust is only covered under 3 yr / 36k mile warranty but we might be able to get a portion of it covered by the manufacturer if the leak was caused by rust. I will not be able to confirm this until we are able to look at the vehicle together on a lift and go from there. Please feel free to contact David or I directly to schedule an appointment to review your vehicle on a lift together. Thank you for your time.
I have reviewed the file and seen the menu was presented and accepted with the customers signatures (Husband and wife), saw the purchase order with all options listed with both signatures, reviewed all loan docs and insurance papers with customer signatures. Unless all signatures were forged (they...
all look the same), the customer bought all products.
[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:
When we were making this purchase, the finance person (Delma) explained to us the difference between service and extended warranty and after trying to sell it to us, or should I say "was pushing us" for over 20 minutes, we chose the extended warranty. She showed us something that was the maintenance plan and we specifically told her that we decided to buy the extended warranty, after she convinced us. She showed us a brochure, to show us what was covered and what was not covered in the extended warranty plan we were purchasing, and that she would mail us the brochure with the papers because, her brochure was for office use only. We never got any of the papers she promised us. She made it clear that what we were signing and purchasing was for the extended warranty. Also, the business is lying about the fact that they explained something about this situation to us several times. Because, every time I called the business, they would avoid my calls after I would ask for a manager or general manager and did not return voice mails. The one time I did get through to Delma and asked her about the extended warranty that I purchased and she told that it takes a long time to receive the papers. Perhaps, this company needs to talk to Delma and find out why she lies to their costumers and talks them into buying something without properly explaining it all. We purchased a 2014 Highlander with an extended warranty before we bought this car and we know the difference between an extended warranty and maintenance plan. Delma told us that this "maintenance" is what they call an "extended warranty" when they submit papers. When she showed me the price, and before we signed the contract she showed me that in the computer you can only put it in as a maintenance plan, but in fact is the extended warranty. As a consumer, I do not know the background operations of this company filing the papers, so I have to put my trust into the individual selling me the warranty and believe they are doing their job correctly, which did not happen in this case. I am tired of the games that this company is playing. I want a full refund for that "maintenance plan/extended warranty". I don't want to ever do business with this company again, and if I could, I would return the car too.
Regards,
[redacted]
[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]
I spoke with Mrs. [redacted] they have decided to keep the cards to build their credit. Their financial specialist helping them advised them that closing the account would do more damage than if they kept the accounts open and utilized them. I extended the offer to close the cards much sooner...
but, per the customer request she wanted time to weigh there options. speaking with her 12/26/2017 this matter is now closed
On May 10th [redacted] purchased a Dodge Challenger
from us. The vehicle was financed through [redacted] Credit Union a
stipulation of approval was proof of income. [redacted] could not give us
anything proving his income. On June 1st [redacted] signed a new
contract with...
[redacted] Capital which was not requiring proof of income.
From June 5th till the 13th [redacted] Capital attempted to
do a customer interview with [redacted] on the 13 he did the customer interview
and was unable to answer the questions. Since June 13th we
have been trying to get [redacted] to come into the dealership to resolve this
issue. It was not until July 21st that he finally came in to
bring the vehicle back. His money has been refunded.
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: I did come in. And I brought all my paperwork and I once again went over it with a man in Financing aswell as Tony M[redacted]. Even Tony Mack my salesman said I purchased every coverage that could be purchased. Gap Insurance, [redacted] Coverage, Extended Warranty, [redacted], Winshield coverage, and the list continues. I am displeased with the lack of admittance on Lustine Chrylser and Jeep's part in any of this. Lustine is supposedly known for back their Customer Service and I question why I am not getting fairly treated like one. Please let the record show that I have gone over my [redacted] and [redacted] Coverages. They BOTH state that $100 deductible is due at time of service not. $200! And please also show on the record that since the change over in Lustine Chrysler and Jeep's computer system they have added the Mechanical Coverage. I bought my Jeel brand new and Mechanical Coverage on the Engine is a new Coverage that was put in place recently. It was not a coverage option as Tony (Saleperson) and Sham (Financing) will be happy to back me up on this. Good thing I do my research because clearly there are liars in yhis world. Regards,
[redacted]
CUSTOMER STATES THAT NO DISCOUNT WAS APPLIED BUT ON PAGE 1 OF 3 ON HIS INVOICE SUBMITTED ON LINE #2 FOR THE THROTTLE BODY SERVICE REFLECTS A MISC DISCOUNT OF $15.00 ON A JOB THAT RETAILS FOR $89.95 SO THE CUSTOMER ACTUALLY RECEIVED A 17.00% DISCOUNT ON 1 ITEM, 7% MORE THEN THE 10% COUPON THAT HE BROUGHT IT. LUSTINE [redacted] SERVICE WILL NOT BE REFUNDING MR. SINGLA ANY MONEY ON THIS INVOICE [redacted]. HE BROUGHT IN A 10% OFF COUPON AND GOT A 17% DISCOUNT.
[redacted], Per our conversation last week, the work that was improperly performed was at [redacted] As we discussed the work performed here was authorized by [redacted] and any refund should be addressed by [redacted]. As a matter of customer service I, to no...
avail, reached out to [redacted]. Since our conversation last week their Service Manager "Mark" reached out to me and we reviewed the situation; I have not heard back. As I mentioned, we have performed various repairs to [redacted] since this instance and provided timely and courteous service with which I believe [redacted] is pleased. I wish we could do more, but as mentioned, [redacted]' issue is with [redacted]
Sincerely, David E[redacted]Service DirectorLustine CDJR
Customer came in and said they didn't know they had purchased extras on car loan. We showed them menu they signed with all product forms. They then claimed they knew about warrenty and mainatnce but did not know about GAP. We explained the GAP info to them again and told them that they could cancel...
all or any. They then went to look at used cars for partner and left the dealership. We have not heard from them since except for two bad reviews on [redacted] and [redacted]. We would be happy to cancel the GAP ot any other products that they signed for.
I am happy to take care of any "We-Owe" issues. Please email a copy of the "We-Owe" with your contact information and I will have an appointment set the same day. I apologize no one has helped you.Jim G[redacted]
[redacted] has been in contact with our [redacted] throughout his experience and even spoke with [redacted] the day this complain came in to Revdex.com getting a status update from him on his order and was told that there are 6 other radios that is the same as his on order for other...
customer’s vehicles. [redacted] is upset with the quality of the radio that [redacted] built his vehicle with and the amount of time it is taking for [redacted] to get new radios out to the dealers. [redacted] has 6 other radios on order that are the exact same model as the one on order for [redacted] radio and is trying to have the order expedited through our district service manager. We are going to have our shop foreman address [redacted] shifter concern when he comes in for the radio replacement and have the shifter inspected and the trim around the shifter that might be causing any kind of binding when going to park at no charge to him.
From: Jason D[redacted] <[redacted]@lustine.com>Date: Fri, Oct 23, 2015 at 4:28 PMSubject: app # [redacted]To: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>[redacted]I apologize on behalf of my staff for all the mix ups and unresponsiveness of my staff. All title work has been...
done and I have given you a 2 year oil change contract through Chrysler that is good at any Chrysler Jeep dealership in the country to make up for all the errors that occurred. Again I apologize please contact me with any questions or concerns in the future. Jason D[redacted]General ManagerLustine Chrysler Jeep Dodge[redacted]@lustine.com
The warranty was not void by Lustine taking the vehicle to Lindsay to be repaired in 2014. The warranty company denied the claim due to the customer not bringing their vehicle here for routine maintenance and if the warranty company overlooked that fact there was also engine work recommended by the [redacted] dealership to the customer that was declined. Both of these factors made the warranty company deny the claim. There is nothing we can do to get the warranty company to approve the claim. thank you
(TOYOTA RESONSE IN RED)
I am rejecting this response because:
· $1700 has still not been refunded. I need proof of the cancellation, including effective date
· Need an an answer on the interest charges that I have had to pay because of their negligence
My responses to their statements (also attached in PDF):
I have looked at [redacted]'s deal folder. She did meet with Gaby M[redacted] but did NOT purchase any aftermarket products. I have scanned and attached copies of the purchase order (attachments marked #1) and loan contract (attachment marked #2 ) and you can see there is no aftermarket products bought or sold, so there is nothing to cancel.
I did confirm that [redacted] purchased an extended warranty for $2500, maintenance for $1700, and GAP for $800. In the attached loan contract (attachments marked # 2) she clearly acknowledged and signed for the products. In fact, it was electronic[redacted] signed at the dealership which requires signature and two acknowledgements from the customer. TRUE. I did sign the paperwork, but as I mentioned, the second time we filled out the paperwork, we were rushed though the paperwork and not given an opportunity to review it. Regardless of whether I signed it or not, I am still entitled to cancel the warranty, and it should have been processed immediately to get the 60 day process started. In fact, the attachments from Lustine Toyota show that I indeed had to fill out the same forms over and over again. Why wasn’t the issue resolved the first time? Second? Third?
We both agree she signed the paperwork to buy all policies. We agree that when she finally signed the cancellation forms, they were forwarded to the provider for cancellation. Please see attachment #1, again verifying that the policies were disclosed and she agreed to with separate signature.
[redacted] did contact our dealership in October. She spoke to Mr. Schuyler B[redacted], Department Head of Finance and Insurance. She requested to cancel ALL policies on the loan. Mr. B[redacted] told her to please come in the dealership to sign the necessary forms. She refused and said she wanted to cancel over the phone. We told her we would like her to sign the cancellation forms in person, so that we could witness. She hung up. She called again late in November again refusing to come in without an attorney. We told her the attorney was welcome. She never came in and her deal folder remained in Mr. B[redacted]'s office waiting for her to appear. FALSE. I came into the dealership on three separate occasions: September 27, 2016 (when I spoke to Mohammed). He gave me one form to fill out, and would not give us a copy of it (but we were able to take a picture of it – attached), after insisting that we needed proof of the cancellation.
I stopped by the dealership again, in November. This time I spoke with Daniel K[redacted]. He apologized for the bad service we had received, and said he would look into it. He shared that this was not Mohammed’s K[redacted]’s first complaint, and that he was currently on probation for this type of behavior. He gave me his card. A few days after we met, I called him and left a message asking for an update on the situation, and he did not call me back.
I stopped by the dealership for a third time, in early December and this time I asked for the GM of the dealer. Amine R[redacted] said he was one of the managers, and asked how he could help us. I explained the whole situation to him, and he said he would look into it and get it resolved. It was at this time that I said, if my issue could not be resolved, I would have to take other measures, including, but not limited to getting an attorney. He said, that is our right. He gave me his number, and ask that I follow up with him in a few days, so he could look into it. He did not return my calls.
After having spoken to three different people, without any resolution or follow-up, I tried calling other managers at the dealership, hoping someone would resolve my situation. I was happy to fin[redacted] get in touch with Mr. B[redacted] on December 15, 2016, over the phone. When I explained the situation to date, he said he would help me resolve the issue. After we spoke, DeQuoia H[redacted] emailed me (attached), with cc: to Mr. B[redacted], following up on my conversation with him, asking me to fill out the two forms, so she could submit the refund which would take up to 60 days. I emailed the paperwork back to her a few days later. At no time was I asked to come in to the office by him, or DeQuoia. I would have been happy to stop by for a fourth time (as I had already stopped by three times, what’s one more? I actu[redacted] preferred to deal with this situation in person vs over the phone or email).
Mohammad, Daniel and Amine deny having conversation with her. We requested for her to come in many times. The cancellations were not signed at the dealership, as the customer preferred email. Schuyler B[redacted] and I have never met with or seen [redacted].
On December 15th DeQuoia H[redacted], Finance Assistant, was getting ready to deploy with her Army Reserve Unit and sent out an email with the cancellation forms (attachments marked # 3). [redacted] contacted DeQuoia, sent her the forms and we canceled the $2500 warranty and $1700 maintenance for a complete refund. The insurance companies sent the refund directly to [redacted]. It can take up to 60 days for the bank to credit the account. We also told [redacted] this. TRUE. I am not disputing whether or not DeQuoia sent me the forms. I had been checking my [redacted] account periodic[redacted] to check on the credit. As of February 7th, there was nothing. So I emailed DeQuoia and Schuyler to get a status on my issue. That is when I received an email from Margarika Parker, asking me to fill out the SAME two forms (they were not “additional” forms) that I had already filled out, twice, maybe three times! We spoke on the phone, and she said that DeQuoia had been deployed, and that she would be following up on this. Based on my conversation with Margarika, it didn’t seem like the refund had been processed. Even though I was very, very frustrated to fill out the forms again, she was polite, and pleasant to deal with.
Ms. P[redacted] was the first person to receive all signed forms.
On February 7, [redacted] sent in two additional forms ( attachments marked #4 ), one was an additional warranty cancellation form that [redacted] marked "X" in the box for "OTHER" and then writing "Unauthorized charge" . This is not true. She authorized the warranty when she first bought the car by signing the loan contract and warranty agreement. The second form was [redacted] writing in that she wanted to "keep GAP insurance" dated 2/7/17.FALSE. As stated above, the charges were added without my permission, nor did he review all the charges. I had only agreed to the GAP insurance. He also did not let us review the paperwork because he was rushing through it. I would also like to point out, that when we went on 9/27 to speak to Mohammed, there was another couple waiting to see him for a similar issue. In addition, when we met with Daniel K[redacted], Finance Manager, he shared that this was not Mohammed’s K[redacted]’s first complaint, and that he was currently on probation for this type of behavior. It might be a good idea to audit his deals to ensure these deceptive practices are not a widespread issue.
[redacted] gave us permission when she bought the policies. She signed the policy and loan contract. She also signed additional repayment options in attachment #1, stating that she was aware of what she was purchasing. It’s odd to me that [redacted] can remember everything that she says happened but was rushed and forced to sign a contract, she was not able to review. None of the employees she has named, has any recollection of any of the conversations she described.
Update as of February 10, 2017: I checked my [redacted] Account today, and it looks like the $2500 has fin[redacted] been refunded, but I still do not see the $1700. In addition, I should not have to pay the interest on the amount that should have been refunded months ago.
I’m glad that [redacted] received the $2500 dollar check and [redacted] is aware. Once a cancellation form is signed, we forward it to the insurance company and a refund is sent to the bank. We do not have control on when the refund will reach the bank, but in this case we are giving her full refunds instead of a prorated amount, which we normally do.
please come and see Jannett A[redacted] after 5:00 and she will answer your questions.
From: Jason D[redacted]<[redacted]@lustine.com>Date: Sat, Mar 19, 2016 at 12:49 PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>[redacted]I apologize for...
not responding to this complaint. We made arrangements with this customer to get them a second key and I have canceled the extended warranty that the customer did not want. This complaint should be resolved.Thank you Jason D[redacted]General ManagerLustine Chrysler Jeep Dodge[redacted]@lustine.com###-###-####
From: [redacted]<[redacted]@[redacted].com>Date: Mon, Aug 31, 2015 at 11:06 PMSubject: Fw: Preferred Customer - Unused Service NoticeTo: [redacted]@myRevdex.com.orgPlease see belowOn Thursday, July 23, 2015...
9:16 AM, Dequoia H[redacted] <[redacted]@lustine.com> wrote:It has been cancelled here is a copy of the cancellation form and if you refer to the bottom of the page the date of termanation is 4/11/2015 and that amount of the refund if stated as well.I am not sure why that email was sent you but I can ensure you that the cancellation is taken care of, Thank you,DeQuoia H[redacted]Collections Manager###-###-#### From: [redacted] [mailto:[redacted]@[redacted].com] Sent: Thursday, July 23, 2015 8:19 AMTo: Dequoia H[redacted]Subject: Fwd: Preferred Customer - Unused Service Notice I thought this was canceled. Kindly advice.Sent from my [redacted]Begin forwarded message:From: LUSTINE TOYOTA <[redacted]@[redacted]com>Date: July 23, 2015 at 7:23:18 AM EDTTo: [redacted]@[redacted].comSubject: Preferred Customer - Unused Service NoticeReply-To: anorton@[redacted]comHi, just a reminder that you're receiving this email because you have expressed an interest in the Preferred Customer Program. Don't forget to add [email protected] your address book so we'll be sure to land in your inbox!You mayunsubscribeif you no longer wish to receive our emails.PREFERRED CUSTOMER PROGRAMNotification!Unused ServicesDear Customer, our service log indicates that you have not used any of your available vehicle services from your Preferred Customer Program. We want to make sure that your program does not go unused. Do not miss the chance to fully utilize your program.If you have moved out of the region or simply have not had the chance to use any of the services in your program, you can also share or gift them at no cost to any friend or family member. Share your services on Facebook!LOGIN TO YOUR ACCOUNT HERE!Username: [redacted]Password: [redacted]Your Preferred Customer Dealer TeamSchedule Your Appointment Here!- Don`t forget to download your free myPCP app- Keep track of your available services.- Share services with friends and family.- Receive specials only for Prefered Customers.SCHEDULE SERVICES:PROGRAM QUESTIONS:###-###-#######-###-####anorton@[redacted]comTHANK YOU FOR LETTING USSERVE Y
My name is Nino S[redacted] and I am the service director for Lustine Auto mall. I have spent some time reviewing your repair order history and speaking to both the service adviser Doug C[redacted] and service manager David L[redacted] about your 2014 [redacted]. Doug did recall your vehicle and your visit...
to Lustine in late September on repair order [redacted]. First and foremost, let me clarify what Auto4Life is for your vehicle. Auto4life is a lifetime powertrain warranty on your vehicle that was contracted at no charge to you when you purchased your vehicle from Lustine. It covers your powertrain components for your vehicle which include and are not limited to the engine, transmission, differentials, axles, and any other internally lubricated drivetrain components. Auto4Life does not cover any exhaust components. When your vehicle was sold to you earlier in 2017 it passed Virginia safety inspection. One of many parts of the inspection is the exhaust system. If the exhaust system was leaking and making an abnormal noise it would have failed safety inspection. At the time the vehicle was sold to you with 37k miles on it the cat back section of the exhaust system was operating as designed and passed VA safety inspection. The cat back section of the exhaust system is covered on new Dodge vehicles for 3 year or 36,000 miles, whichever comes first. Your vehicle came in to Lustine Dodge service in September 2117 with 49626 miles on the vehicles which means that it was out of the 3 yr/36k mile warranty. One concern I have is that there is nothing documented on your repair order or on the multipoint inspection of any exhaust leak that was caused by rust. In your complaint to the Revdex.com you state that your insurance company was denying having your cat back exhaust replaced because it was rusted out. Doug C[redacted] also does not recall any discussion about your exhaust system leaking because of rust. I think the best course of action at this point is to you have you bring the vehicle in and see either myself or my service manager David L[redacted] directly. We will expedite the vehicle in to the shop on one of our shop foreman’s lifts and have all of us inspect it together. At this point we can verify if the cat back section of the exhaust is leaking because of rust or because of an outside influence like a puncture. If the exhaust was punctured, then we can take pictures of the damage to submit to your insurance company since it was caused by an outside influence. If the exhaust does show a leak because of rust David can take pictures and submit them to our manufacturer district rep to see if there can be any kind of goodwill coverage since the vehicle is just under 4 years old. Once again this section of the exhaust is only covered under 3 yr / 36k mile warranty but we might be able to get a portion of it covered by the manufacturer if the leak was caused by rust. I will not be able to confirm this until we are able to look at the vehicle together on a lift and go from there. Please feel free to contact David or I directly to schedule an appointment to review your vehicle on a lift together. Thank you for your time.
I have reviewed the file and seen the menu was presented and accepted with the customers signatures (Husband and wife), saw the purchase order with all options listed with both signatures, reviewed all loan docs and insurance papers with customer signatures. Unless all signatures were forged (they...
all look the same), the customer bought all products.
[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:
When we were making this purchase, the finance person (Delma) explained to us the difference between service and extended warranty and after trying to sell it to us, or should I say "was pushing us" for over 20 minutes, we chose the extended warranty. She showed us something that was the maintenance plan and we specifically told her that we decided to buy the extended warranty, after she convinced us. She showed us a brochure, to show us what was covered and what was not covered in the extended warranty plan we were purchasing, and that she would mail us the brochure with the papers because, her brochure was for office use only. We never got any of the papers she promised us. She made it clear that what we were signing and purchasing was for the extended warranty. Also, the business is lying about the fact that they explained something about this situation to us several times. Because, every time I called the business, they would avoid my calls after I would ask for a manager or general manager and did not return voice mails. The one time I did get through to Delma and asked her about the extended warranty that I purchased and she told that it takes a long time to receive the papers. Perhaps, this company needs to talk to Delma and find out why she lies to their costumers and talks them into buying something without properly explaining it all. We purchased a 2014 Highlander with an extended warranty before we bought this car and we know the difference between an extended warranty and maintenance plan. Delma told us that this "maintenance" is what they call an "extended warranty" when they submit papers. When she showed me the price, and before we signed the contract she showed me that in the computer you can only put it in as a maintenance plan, but in fact is the extended warranty. As a consumer, I do not know the background operations of this company filing the papers, so I have to put my trust into the individual selling me the warranty and believe they are doing their job correctly, which did not happen in this case. I am tired of the games that this company is playing. I want a full refund for that "maintenance plan/extended warranty". I don't want to ever do business with this company again, and if I could, I would return the car too.
Regards,
[redacted]
[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]
I spoke with Mrs. [redacted] they have decided to keep the cards to build their credit. Their financial specialist helping them advised them that closing the account would do more damage than if they kept the accounts open and utilized them. I extended the offer to close the cards much sooner...
but, per the customer request she wanted time to weigh there options. speaking with her 12/26/2017 this matter is now closed
On May 10th [redacted] purchased a Dodge Challenger
from us. The vehicle was financed through [redacted] Credit Union a
stipulation of approval was proof of income. [redacted] could not give us
anything proving his income. On June 1st [redacted] signed a new
contract with...
[redacted] Capital which was not requiring proof of income.
From June 5th till the 13th [redacted] Capital attempted to
do a customer interview with [redacted] on the 13 he did the customer interview
and was unable to answer the questions. Since June 13th we
have been trying to get [redacted] to come into the dealership to resolve this
issue. It was not until July 21st that he finally came in to
bring the vehicle back. His money has been refunded.
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: I did come in. And I brought all my paperwork and I once again went over it with a man in Financing aswell as Tony M[redacted]. Even Tony Mack my salesman said I purchased every coverage that could be purchased. Gap Insurance, [redacted] Coverage, Extended Warranty, [redacted], Winshield coverage, and the list continues. I am displeased with the lack of admittance on Lustine Chrylser and Jeep's part in any of this. Lustine is supposedly known for back their Customer Service and I question why I am not getting fairly treated like one. Please let the record show that I have gone over my [redacted] and [redacted] Coverages. They BOTH state that $100 deductible is due at time of service not. $200! And please also show on the record that since the change over in Lustine Chrysler and Jeep's computer system they have added the Mechanical Coverage. I bought my Jeel brand new and Mechanical Coverage on the Engine is a new Coverage that was put in place recently. It was not a coverage option as Tony (Saleperson) and Sham (Financing) will be happy to back me up on this. Good thing I do my research because clearly there are liars in yhis world. Regards,
[redacted]
CUSTOMER STATES THAT NO DISCOUNT WAS APPLIED BUT ON PAGE 1 OF 3 ON HIS INVOICE SUBMITTED ON LINE #2 FOR THE THROTTLE BODY SERVICE REFLECTS A MISC DISCOUNT OF $15.00 ON A JOB THAT RETAILS FOR $89.95 SO THE CUSTOMER ACTUALLY RECEIVED A 17.00% DISCOUNT ON 1 ITEM, 7% MORE THEN THE 10% COUPON THAT HE BROUGHT IT. LUSTINE [redacted] SERVICE WILL NOT BE REFUNDING MR. SINGLA ANY MONEY ON THIS INVOICE [redacted]. HE BROUGHT IN A 10% OFF COUPON AND GOT A 17% DISCOUNT.
We refunded full amount of maintance package to lein holder [redacted]. Customer is satisfied.
Please tell me the Mothers name. It is not listed in the complaint.
[redacted], Per our conversation last week, the work that was improperly performed was at [redacted] As we discussed the work performed here was authorized by [redacted] and any refund should be addressed by [redacted]. As a matter of customer service I, to no...
avail, reached out to [redacted]. Since our conversation last week their Service Manager "Mark" reached out to me and we reviewed the situation; I have not heard back. As I mentioned, we have performed various repairs to [redacted] since this instance and provided timely and courteous service with which I believe [redacted] is pleased. I wish we could do more, but as mentioned, [redacted]' issue is with [redacted]
Sincerely, David E[redacted]Service DirectorLustine CDJR
Customer came in and said they didn't know they had purchased extras on car loan. We showed them menu they signed with all product forms. They then claimed they knew about warrenty and mainatnce but did not know about GAP. We explained the GAP info to them again and told them that they could cancel...
all or any. They then went to look at used cars for partner and left the dealership. We have not heard from them since except for two bad reviews on [redacted] and [redacted]. We would be happy to cancel the GAP ot any other products that they signed for.
I am happy to take care of any "We-Owe" issues. Please email a copy of the "We-Owe" with your contact information and I will have an appointment set the same day. I apologize no one has helped you.Jim G[redacted]
[redacted] has been in contact with our [redacted] throughout his experience and even spoke with [redacted] the day this complain came in to Revdex.com getting a status update from him on his order and was told that there are 6 other radios that is the same as his on order for other...
customer’s vehicles. [redacted] is upset with the quality of the radio that [redacted] built his vehicle with and the amount of time it is taking for [redacted] to get new radios out to the dealers. [redacted] has 6 other radios on order that are the exact same model as the one on order for [redacted] radio and is trying to have the order expedited through our district service manager. We are going to have our shop foreman address [redacted] shifter concern when he comes in for the radio replacement and have the shifter inspected and the trim around the shifter that might be causing any kind of binding when going to park at no charge to him.
From: Jason D[redacted] <[redacted]@lustine.com>Date: Fri, Oct 23, 2015 at 4:28 PMSubject: app # [redacted]To: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>[redacted]I apologize on behalf of my staff for all the mix ups and unresponsiveness of my staff. All title work has been...
done and I have given you a 2 year oil change contract through Chrysler that is good at any Chrysler Jeep dealership in the country to make up for all the errors that occurred. Again I apologize please contact me with any questions or concerns in the future. Jason D[redacted]General ManagerLustine Chrysler Jeep Dodge[redacted]@lustine.com
The warranty was not void by Lustine taking the vehicle to Lindsay to be repaired in 2014. The warranty company denied the claim due to the customer not bringing their vehicle here for routine maintenance and if the warranty company overlooked that fact there was also engine work recommended by the [redacted] dealership to the customer that was declined. Both of these factors made the warranty company deny the claim. There is nothing we can do to get the warranty company to approve the claim. thank you