[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. I would like for this complaint to be made public.
Regards,
[redacted]
[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: Again I stand by my previous statements that the rebate was added to the offer already accepted by Lustine of $22,500.00 We all seem to agree on that point. Lustine had posted signs inside its show room clearly stating: Customers buying 2015 [redacted]'s would receive a $1500.00 Rebate from [redacted]. This was their year end clearance sale to clear their inventory of the 2015 remaining vehicles paving the way for the new 2016 models. ( Labor Day Specials). I had stopped by Springfield [redacted] the day before and spoke to them about [redacted]'s so I knew what I was willing to pay. I shopped hard online and by calling other [redacted] Dealerships within a 15 mile radius of my home.I knew my pricing. Problem was, I was not finding the [redacted] I wanted. The prices were running about $22,500.00 with various buyer incentives...one offered a $750.00 Rebate on a 2015 [redacted], another offered free oil changes and car washes for the life of the car etc. My desired [redacted] would be white with cloth seats, sunroof and [redacted] tires. Most of the cars offered to me had leather seats, no sunroof but [redacted] Tires. I had spoken to another sales person at Lustine earlier in the week when visiting the dealership. I ended up selecting Jeramy R[redacted] because he called and said he had the car I was looking for, would I come up and take a look at it. I went the next morning and Jeramy showed me the car. It had the cloth seats, the sunroof and was white in color. While looking at the car and prior to going inside the Dealership, Jeramy stated, If you buy today, you will get a $1500.00 rebate. I thought WOW, this is really working out. I told Jeramy to consider the car sold. I also told Jeramy that I needed to make a car purchase that day because I had sold my used vehicle to [redacted] and this was the last day they would honor the price offered for my car. [redacted] offered me $15,000.00 while dealerships offered me only $8500.00 trade-in so I wasn't going to let the [redacted] offer expire with that $6500.00 net to me price difference. Jeramy and I then went inside the Dealership and sat at a table. He ask, what are you offering for the car...he was filling out some form. I said, I will offer $22,500.00. Jeramy took my offer to Mohammad and came back to me saying, "Your offer has been accepted" I said great, lets do this thing as I have to get to [redacted] to drop off the car I was driving. I ask if he would help me with doing that and he said yes. I was all set. I then said, Jeramy,( while he was filling out paper work) what about the $1500.00 rebate that you are offering pointing to the signs hanging inside the Dealership? He said, you will get that too! Again he went to Mohammad back and forth goes Jeramy. I said, Jeramy, since you are not busy, why not have Mohammad to come over here so we can speed things up and get to the bottom of this. Jeramy had shown me the paper work that he filled out after his private discussions with Mohammad. indicated a Balance Due of $24,867.00. I told Jeramy that the paper work was not correct and ask how the price got to $24,000.00. Mohammad came over and sat down at the table. He took out the form that Jeramy had filled out and signed. Mohammad said, ok your price is $24,000.00 before taxes, tags, processing fee etc. I said, hey Mohammad wait a minute why did you add $1500.00 to the price that we agreed on. He said that's the rebate You have a sales price on this form at $24,000.00 when you accepted my offer of $22,500.00. He wrote down $24,000.00 minus $1500.00 to indicate he had achieved the agreed upon figure of $22,500.00 I protested loudly and said, no rebates are not handled in that way. It is not added to the price but minused from the price. We sat there arguing over this and Mohammad said, I'm not selling that car for that price. I was shocked! Mohammad also indicated on Jeramy's paperwork that he had given me the rebate of $1500.00 which is clearly written on his Buyers Order-NA line #4. I stated that adding $1500.00 to the $22,500 already accepted made no sense especially when you gave it back on line #4. At no time was a price agreed to of $24,000.00 yet that was the way it was going to be because Mohammad was not going to honor the agreement. I decided, it was not worth sitting there arguing about it as I still needed to take advantage of the [redacted] deal so I signed the paper work and decided to take the matter up later.....legal contract or not. That is the story of what brought me to the Revdex.com to file a complaint. In reviewing the two documents provided through the Revdex.com website, I see a balance due on delivery price of $24,867.00 yet on document #3, the price is $24,750.00 , Document #1 shows a Dealer's Business License Tax of $1006.00 yet item #3 shows Dealer's Business Tax of $42.84.... Item #3 also indicates that the $1500.00 was used as a Down Payment but I made no down payment as I paid cash and did not finance. Again I state: ADDING $1500.00 TO AN AGREED UPON SALES PRICE OF $22,500 TAKING THE PRICE UP TO $24,000.00 AND THEN APPLYING IT LATER ON IN THE CONTRACT DOES NOT GIVE THE BUYER ANY THING. ITS A WASH! It does lead to the dealer making more profits but the buyer gets nothing but a higher price paid for the car. I also wonder if this Rebate came from [redacted] as advertised, why am I not getting a check directly from [redacted]? Again these numbers are manilupated to serve Lustines purposes of increased profits. A deal is a deal. I honored mine to them and now they need to honor theirs to me. You may ask why did you do the deal when you knew all of this was happening? My answer is the need for the car, [redacted] Commitment plus in a court of law, I could not show the foul by Lustine unless I had completed the transaction. I feel that Lustine's Business practices should be investigated and also that the rebate promised me from [redacted] should be honored and a check for $1500.00 plus any other discrepancies as found in Document 1 vs Document 3 be returned. One thing more! The generous $60.00 reduction to please me as stated in their response was directly related to taxes being charged when Mohammad pulled off his trickery and taxed me on the $1500.00 rebate as well. Our tax rate is 4.25% so he had me paying another $63.75 devious math. He knew what he was pulling and got caught at it so he made the adjustment. I am awaiting the rebate refund as advertised! Lustine clearly admitted that I offered $22,500.00 and made no mention that it included the use of any rebate prior to the price being accepted. PLEASE SEE ATTACHMENT WRITTEN TO JERAMY ON DAY OF PURCHASE AFTER LEAVING THE DEALERSHIP!
Regards,
[redacted]
From: Jason D[redacted]<[redacted]@lustine.com>Date: Fri, Oct 23, 2015 at 4:48 PMSubject: complaint # [redacted]To: "[redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>[redacted]’s extended warranty has been cancelled and a refund was issued. Jason D[redacted]General ManagerLustine Chrysler...
Mr. [redacted] check had not been sent out because we were waiting on the title for his trade in. I spoke to Mr. [redacted] he will be in tonight with his trade title and we will give him his check, resolving this issue. Thank you
I was told tell where going to fix it but that have not fixed the problem under warrenty or the bumper they dent. I'll have not even resolved the finance that I have probe I paid my other [redacted] off before buying this and add it to the price .They are in break of 59.1 -200 sub section.I don't have a scanner attach the documents but I have the documents. 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]
[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'm not qualified to continue to go up against someone from the legal profession. I'm just trying to state my issues with the customer service that I received and I am not comfortable with the way this complaint is proceeding. I contacted the Revdex.com because I believed that there was a better way of doing business than the way I was treated. The bottom line is that the manager of the dealership told me that he would find me the car that would meet my requirements. He updated me once and said that there was a possible match at another dealership and then I never heard from him again. He never let me know that he was not going to proceed with the efforts and he never let me know that the car that I have is the one that I have to keep. There was no further communication and for me, that is the worst possible customer service that I could have received. I'm not alone in complaining about this dealership. They have an F rating with the Revdex.com and just about every review site has horrible reviews about this dealership. I just want to make sure that the treatment that I received is documented so that others can be aware.
Regards,
[redacted]
[redacted]
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]
Dear [redacted] We received [redacted] compliant from your establishment in regards to [redacted] cancellation refund. A check has been processed and submitted back to [redacted] dealer Services for her prepaid maintenance for the 2013 [redacted] last 6 of VIN [redacted]. Our warranty processing time at this point is a lot longer due to a higher volume of incoming cancellation instead of 6-8 weeks we are looking at 10-12 weeks from the time that cancellations are sent out. We do again, apologize for the delay and are working in finding another alternative process for cancellation to become more efficient for the customer and dealership. Attached is a copy of the check that was sent to [redacted] Dealer Services. Should you have more questions or concerns please feel free to contact the finance director Jannet A[redacted]. Thank you, Pricilla A[redacted]Finance Assistant
I Would like to thank you for your responses, with a couple and very nice responses you clarify some of them I and research the remaining. Nothing else is needed at this point. Just please if you let me give an opinion, consider a better training to the PM and Mike (finance Rep) a lot of time and all this would have been voided only if they provided a better customer service and instead of going back and forth would have explain everything when I wen back instead or lying and been unprofessional.Just one more favor please, I have to go back after six months to be added on the lease, and I DO NOT want to deal with neither of them. Can you please provide me another contact from Finance department, someone professional.Again, thank you for your time.Sincerely.[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]
To whom it may concern[redacted] purchased her vehicle for $40,001 including a rebate of $500 we cannot refund the sales tax on the $500 this is required by the state we titled the vehicle in. Freight of $995 was charged on the vehicle, this is a charge on every vehicle advertised online and this is clearly written out in our disclaimer online. [redacted] purchased two accessories she would like refunded we can do that as soon as she sends them back to us with the signed cancellation request. They were mailed to her over a month ago. The environmental protection plan cannot be refunded as it was applied the day of purchase.What was refunded at the customer’s request was Service contract from Warranty solutions, Life care and Guide point. The check for these was sent to her lien holder on August 31st. Her Gap protection was canceled and a refund was issued to [redacted] on September 25th. She canceled her gap directly with Chrysler on august 23rd and a check was sent out on the 24th by Chrysler to [redacted]. Thank you
There was no bait and switch. Based on the information customer was given an interest rate of 3.39 %. The bank had info we didn't and gave customer rate of 7% and change. Customer signed rate. We had no control over rate given by bank,Customer bought a used 2012 [redacted]. There was a...
warranty problem with the car . It was sent to [redacted] in Woodbridge and they fixed the warranty item at no charge . Lustine also provided a loaner car at no charge.We feel we have lived up to our responibilities and went out of our way to help this customer with the bank and service.
From: Jason D[redacted] <[redacted]@lustine.com>Date: Fri, Oct 23, 2015 at 4:16 PMSubject: complaint [redacted] responseTo: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>Any lemon law buy back cases have to go through Chrysler the customer would need to contact Chrysler directly either...
on the phone or there is a lemon law card in the owner’s manual they need to mail in. As far as the satellite radio goes if Michele can bring the vehicle in I can get the satellite radio turned on. Jason D[redacted]General ManagerLustine Chrysler Jeep Dodge[redacted]@lustine.com###-###-#### -- [redacted], Dispute Resolution Analyst
The bolt that broke on the engine was not removed or tightened to replace the timing belt. We offered to cover 50% of the engine repair even though the vehicle was out of the 90 day warranty we put on used vehicles to help [redacted]. [redacted] stated that she was not satisfied with this so we withdrew our offer to cover 50%. If [redacted] would like us to fix the engine I will again extend the offer of paying for 50% of the repair.
[redacted] states that he had no issues with the A/C operation prior to him coming in for his frame replacement and that Lustine [redacted] did not recharge the air conditioning system after the frame was replaced. If [redacted] did not have any A/C work done before coming to Lustine then the...
only way that [redacted] would have seen dye around the condenser was from when Lustine [redacted] recharged the AC system with dye after the frame was replaced. A/C dye is extremely potent where only 0.25 oz is added to the AC recharge machine when an evacuate and recharge is performed. There is no physical way that AC dye can be painted on to a condenser without obvious brush stroke marks which I would like to see documentation of from [redacted]. Once again if [redacted] states he did not have an AC issue with his truck prior to service and that Lustine [redacted] did not recharge the system then how did the dye get in to the system and on the condenser that [redacted] states was on his vehicle?Lustine [redacted] service did their due diligence of inspecting this vehicle prior to the repairs being done, did not damage any components on this vehicle, and did recharge the AC system on the [redacted]. Lustine [redacted] will not be accepting any responsibility for the cost that [redacted] was charged from [redacted] in the amount of $189.67.
[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, although it took 5 months and the intervention of the Revdex.com can finally be closed.
I would like to recommend to Revdex.com to keep a close eye on how this business runs. I should not have had to wait 5 months and two interventions of the Revdex.com to get my money back. I shouldn't have had to tolerate aggressions from the sales people and they certainly present false advertisement to customers. I would not recommend them and I will certainly never use this business again.
Regards,
[redacted]
Purchased as a Certified USED fundra from Lustine Toyota salesperson Jeremy R[redacted] in February 2017[redacted] has visited Lustine Toyota's service department 3 times since it was purchased used from our sales department.Pulleys and drive beit - Both were inspected by one of Lustine's VA safety...
inspectors on 424/17 with 34931 miles on the 2015 Tundra. The technician concluded that there was nothing wrong with any of the pulleys on the vehicle and that the belt was in safe operating condition. If the parts were in any questionable condition they would have been replaced under the factory 3 year f 36k mile warranty that all new Toyotas in the United States come with at no cost to the customer. The parts have not failed so Lustine could not replace them and charge Toyota for a repair under warranty that was not needed. We only replace failed parts, and never replace parts because a customer asks us to do so, Previous to this visit the [redacted] belts were inspected by another Toyota technician on 4/6/17 with 34099 miles on the odometer and that technician also concluded that the parts were in good operating condition.Exhaust f muffler - [redacted] wants this replaced because she sees surface rust on the exterior of one of the flanges of the exhaust.muffler, Lustine Toyota's service manager, Joe K[redacted], inspected the exhaust with the customer and explained that this is a normal characteristic of every vehicle in this area, it is surface rust. Joe K[redacted] offered to put any other vehicle on the lift with similar miles to show her that all vehicles have surface rust on the exterior of any steel parts on the undercarriage of the vehicles. The exhaust system would have been replaced under warranty if the component had failed or was no longer Safe to be on the vehicle. Once again Lustine does not replace parts under warranty unless they have fašed.The brakes - On the same visit on 4f6/37 our technician performed a complimentary brake inspection where the brake pads were measured and recorded with 5/32" of pad life remaining at 34099 miles. At Certified used cars sold through the Toyota TCUV program must have at least 50% of brake pad life remaining. The vehicle was certified with 31247 miles, 2852 miles before the car came in for the brake inspection, which mean that the truck met the required brake specifications needed to pass the 160 point certification inspection.The alignment - a complimentary alignment inspection was performed on 4/6/17 as well with 34099 miles on the vehicle and the report did show that it was not "green" in all areas, The service manager Joe K[redacted] offered to perform an alignment on the vehicle at a discounted price and [redacted] declined. Since it was almost 3k miles since the vehicle was purchased Lustine would not perform the alignment at no charge to the Customer.Tires/nitrofill - [redacted] insisted that Lustine replaced all of her tires with good tread on the [redacted] just because she only likes [redacted] brand tires on her vehicles. It is a used car with good tread life remaining on the tires and passes all certification and VA safety inspection requirements. Lustine service offered her competitive pricing on Michelin tires but [redacted] declined replacing them since she would incur the cost of 4 tires. Nitrofit is filling the tires with nitrogen instead of oxygen. Nitrogen fluctuates less than oxygen which means the customers do not have to adjust their tire pressure as often, it is done on all used cars sold by Lustine and is retailed through Lustine Service for $44.95. This service was performed as part of the used vehicle check out prior to her buying the truck. She should be happy that the tires have nitrogen in the them versus oxygen since it requires less number of times that she has to adjust her tire pressures.Bumper- Lustine did not damage her bumper on her [redacted] and will not be paying for the repair or replacement and she has been told this by more than one person at the dealership.Service dog - The service representative asked [redacted] to please have her service dog moved a couple feet away from his desk while he was writing her work order on her vehicle since he is allergic to dog hair. Lustine would never ask a customer with any dog to leave the store, especially a service dog. The dealer principle and service director have both had their dogs in the store on weekends and have had many customers over the years bring in their pets while they wait with no issues. We would only ask a customer to remove a dog if it was aggressive or if we had any complaints from other customers with allergies or something along those lines.Nino S[redacted]Service Director
[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 Lustine claims no responsibility for this issue. I had two different mechanics look at the car and both said the same thing. They both said the timing belt's teeth were shredded into tiny "flakes" of rubber. Lustine claims that a bolt on a pulley that had no moved for 100,000 miles, magically worked its way loose and fell off causing the engine to seize. This is highly unlikely especially since Lustine claims to have not touched the pulley at all. The 2 mechanics that I had look at the vehicle before taking to Lustine did not see any pulley that had fell off the car and was missing. There was no evidence of a missing bolt. If a bolt was missing and this bolt was responsible for the damage then the pulley would have had to pull off as well. In addition, I have received no documentation in the form of pictures, etc. that show which pulley that Lustine is claiming did the damage. I paid both of these mechanics when the car engine seized while in Delaware. One mechanic is Delaware has provided me with specifications and schematic drawings of the engine and the placement of all the pulleys located around or near the timing belt. It appears that the pulleys have to be loosened and/or tighened, so to make adjustments to the timing belt. I paid the mechanic in Delaware a diagnostic fee to look at the possible issues that caused the vehicle engine to stop while driving. [redacted] clearly stated that the timing belt jumped time. There was no evidence of any pulley missing or damaged. I then had a mechanic in Manassas provide me with a 2nd opinion. Again, I paid a diagnostic fee. The 2nd mechanic provided me with the exact diagnosis and stated the engine seized due to timing belt probably being tightened too much and therefore causing damage to either/both the tensioner and the timing belt. The car had 1600 miles since the timing belt removal.This is in no way acceptable! I had 2 different mechanics look at the vehicle because I knew that Lustine would attempt to make this my fault and claim no fault. There is no way possible that a bolt that had 100,000 would magically and mysteriously become loose and fall out. If anything, one would expect rust and possible issues with loosing the bolt due to years of not being touched or "messed" with at all. This is clearly an excuse, especially when I have two mechanics that have said that they are both willing to aid me in testifying in court proceedings on what each saw regarding the vehicle, if necessary. Again, Lustine has provided zero proof of their alleged allegations of a missing bolt on a pulley. They have yet to even identify which pulley is supposedly missing the bolt. Frankly, I believe the 2 mechanics that have nothing to lose and nothing to gain by stating the facts that they know and their visual inspection on the car in question. This is why I am not accepting Lustine's offer as they are responsible for this problem. Even though the incident occurred 2 days after the 90 day policy (To which I knew nothing about), a reputable company should make this right! Customer service should be what keeps companies in business, yet Lustine has shown little to zero concern regarding this situation. It does not matter to them that their service department had my vehicle for well over a week before even replacing the original timing belt to begin with! Why then should I be punished for this time? You claim it was over the 90 day period. Yes, it was 92 days, yet your service department had it for over 7 days, so, if we are to be technical, then I actually had the vehicle in my posession for less than the 90 day period. Either way, I reject this offer, as the right thing to do is to replace the engine at no cost to me!! The service department made a mistake and I should not be forced to fight to get my vehicle fixed!
Regards,
[redacted]
[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 and my wife have signed the paper. But they did not asked us to review the paper and did not offer any warranties. Whatever protected services were offered I denied in salesman's table. I am ready to face the video recording in Lustine [redacted] office. I negotiated and finalized my car purchase with the price of $26388.00, with 0% interest for 60 months. We signed the paper offered by finance manager. But he did not talk about warranties and 84 months installments. I mentioned my whole story in my first complaint. Moreover, here I state that I am ready to face video recording in their business office.Second, when I complained my issues to company manager on 04/22/2016, he replied, come back tomorrow because your finance manager not in office today, they going to remove the warranty. Then I went next day (on 04/23/2016) and talked with finance manager. He said your warranty already removed, don't worry. Now you continue to pay same amount mentioned in your paper i.e. $439.99/month, you will be pay off around 59 months. Then I asked the written paper then he said you don't need paper now, you will receive the latter within 6 week. Then I communicated this message to company manager and my salesman and left the office. Then I contacted financing company, they replied they did not get any message from Lustine [redacted]. They already tricked me once and how I do I believe with them? So I am complaining to Revdex.com. Thank you [redacted]
Regards,
[redacted]
We canceled all policies when requested by customer however we could not send money to bank until customer came in to sign requesting cancelation. We made customer aware that she needed to sign cancelation form. She refued to come in and sign. When we recieved notice from Revdex.com we again notifed...
customet to please come sign cancelation request. She came in today and signed the cancelation forms. The checks have been sent to bank.
I spoke to [redacted], we are going to do a new contract with out the extended service contract that she does not want, and we are going to correct a mistake in her address. [redacted] sakd she was happy with this resolution. thank you
[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. I would like for this complaint to be made public.
Regards,
[redacted]
[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: Again I stand by my previous statements that the rebate was added to the offer already accepted by Lustine of $22,500.00 We all seem to agree on that point. Lustine had posted signs inside its show room clearly stating: Customers buying 2015 [redacted]'s would receive a $1500.00 Rebate from [redacted]. This was their year end clearance sale to clear their inventory of the 2015 remaining vehicles paving the way for the new 2016 models. ( Labor Day Specials). I had stopped by Springfield [redacted] the day before and spoke to them about [redacted]'s so I knew what I was willing to pay. I shopped hard online and by calling other [redacted] Dealerships within a 15 mile radius of my home.I knew my pricing. Problem was, I was not finding the [redacted] I wanted. The prices were running about $22,500.00 with various buyer incentives...one offered a $750.00 Rebate on a 2015 [redacted], another offered free oil changes and car washes for the life of the car etc. My desired [redacted] would be white with cloth seats, sunroof and [redacted] tires. Most of the cars offered to me had leather seats, no sunroof but [redacted] Tires. I had spoken to another sales person at Lustine earlier in the week when visiting the dealership. I ended up selecting Jeramy R[redacted] because he called and said he had the car I was looking for, would I come up and take a look at it. I went the next morning and Jeramy showed me the car. It had the cloth seats, the sunroof and was white in color. While looking at the car and prior to going inside the Dealership, Jeramy stated, If you buy today, you will get a $1500.00 rebate. I thought WOW, this is really working out. I told Jeramy to consider the car sold. I also told Jeramy that I needed to make a car purchase that day because I had sold my used vehicle to [redacted] and this was the last day they would honor the price offered for my car. [redacted] offered me $15,000.00 while dealerships offered me only $8500.00 trade-in so I wasn't going to let the [redacted] offer expire with that $6500.00 net to me price difference. Jeramy and I then went inside the Dealership and sat at a table. He ask, what are you offering for the car...he was filling out some form. I said, I will offer $22,500.00. Jeramy took my offer to Mohammad and came back to me saying, "Your offer has been accepted" I said great, lets do this thing as I have to get to [redacted] to drop off the car I was driving. I ask if he would help me with doing that and he said yes. I was all set. I then said, Jeramy,( while he was filling out paper work) what about the $1500.00 rebate that you are offering pointing to the signs hanging inside the Dealership? He said, you will get that too! Again he went to Mohammad back and forth goes Jeramy. I said, Jeramy, since you are not busy, why not have Mohammad to come over here so we can speed things up and get to the bottom of this. Jeramy had shown me the paper work that he filled out after his private discussions with Mohammad. indicated a Balance Due of $24,867.00. I told Jeramy that the paper work was not correct and ask how the price got to $24,000.00. Mohammad came over and sat down at the table. He took out the form that Jeramy had filled out and signed. Mohammad said, ok your price is $24,000.00 before taxes, tags, processing fee etc. I said, hey Mohammad wait a minute why did you add $1500.00 to the price that we agreed on. He said that's the rebate You have a sales price on this form at $24,000.00 when you accepted my offer of $22,500.00. He wrote down $24,000.00 minus $1500.00 to indicate he had achieved the agreed upon figure of $22,500.00 I protested loudly and said, no rebates are not handled in that way. It is not added to the price but minused from the price. We sat there arguing over this and Mohammad said, I'm not selling that car for that price. I was shocked! Mohammad also indicated on Jeramy's paperwork that he had given me the rebate of $1500.00 which is clearly written on his Buyers Order-NA line #4. I stated that adding $1500.00 to the $22,500 already accepted made no sense especially when you gave it back on line #4. At no time was a price agreed to of $24,000.00 yet that was the way it was going to be because Mohammad was not going to honor the agreement. I decided, it was not worth sitting there arguing about it as I still needed to take advantage of the [redacted] deal so I signed the paper work and decided to take the matter up later.....legal contract or not. That is the story of what brought me to the Revdex.com to file a complaint. In reviewing the two documents provided through the Revdex.com website, I see a balance due on delivery price of $24,867.00 yet on document #3, the price is $24,750.00 , Document #1 shows a Dealer's Business License Tax of $1006.00 yet item #3 shows Dealer's Business Tax of $42.84.... Item #3 also indicates that the $1500.00 was used as a Down Payment but I made no down payment as I paid cash and did not finance. Again I state: ADDING $1500.00 TO AN AGREED UPON SALES PRICE OF $22,500 TAKING THE PRICE UP TO $24,000.00 AND THEN APPLYING IT LATER ON IN THE CONTRACT DOES NOT GIVE THE BUYER ANY THING. ITS A WASH! It does lead to the dealer making more profits but the buyer gets nothing but a higher price paid for the car. I also wonder if this Rebate came from [redacted] as advertised, why am I not getting a check directly from [redacted]? Again these numbers are manilupated to serve Lustines purposes of increased profits. A deal is a deal. I honored mine to them and now they need to honor theirs to me. You may ask why did you do the deal when you knew all of this was happening? My answer is the need for the car, [redacted] Commitment plus in a court of law, I could not show the foul by Lustine unless I had completed the transaction. I feel that Lustine's Business practices should be investigated and also that the rebate promised me from [redacted] should be honored and a check for $1500.00 plus any other discrepancies as found in Document 1 vs Document 3 be returned. One thing more! The generous $60.00 reduction to please me as stated in their response was directly related to taxes being charged when Mohammad pulled off his trickery and taxed me on the $1500.00 rebate as well. Our tax rate is 4.25% so he had me paying another $63.75 devious math. He knew what he was pulling and got caught at it so he made the adjustment. I am awaiting the rebate refund as advertised! Lustine clearly admitted that I offered $22,500.00 and made no mention that it included the use of any rebate prior to the price being accepted. PLEASE SEE ATTACHMENT WRITTEN TO JERAMY ON DAY OF PURCHASE AFTER LEAVING THE DEALERSHIP!
Regards,
[redacted]
From: Jason D[redacted]<[redacted]@lustine.com>Date: Fri, Oct 23, 2015 at 4:48 PMSubject: complaint # [redacted]To: "[redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>[redacted]’s extended warranty has been cancelled and a refund was issued. Jason D[redacted]General ManagerLustine Chrysler...
Jeep Dodge[redacted]@lustine.com###-###-####
Mr. [redacted] check had not been sent out because we were waiting on the title for his trade in. I spoke to Mr. [redacted] he will be in tonight with his trade title and we will give him his check, resolving this issue. Thank you
I was told tell where going to fix it but that have not fixed the problem under warrenty or the bumper they dent. I'll have not even resolved the finance that I have probe I paid my other [redacted] off before buying this and add it to the price .They are in break of 59.1 -200 sub section.I don't have a scanner attach the documents but I have the documents. 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]
[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'm not qualified to continue to go up against someone from the legal profession. I'm just trying to state my issues with the customer service that I received and I am not comfortable with the way this complaint is proceeding. I contacted the Revdex.com because I believed that there was a better way of doing business than the way I was treated. The bottom line is that the manager of the dealership told me that he would find me the car that would meet my requirements. He updated me once and said that there was a possible match at another dealership and then I never heard from him again. He never let me know that he was not going to proceed with the efforts and he never let me know that the car that I have is the one that I have to keep. There was no further communication and for me, that is the worst possible customer service that I could have received. I'm not alone in complaining about this dealership. They have an F rating with the Revdex.com and just about every review site has horrible reviews about this dealership. I just want to make sure that the treatment that I received is documented so that others can be aware.
Regards,
[redacted]
[redacted]
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]
Dear [redacted] We received [redacted] compliant from your establishment in regards to [redacted] cancellation refund. A check has been processed and submitted back to [redacted] dealer Services for her prepaid maintenance for the 2013 [redacted] last 6 of VIN [redacted]. Our warranty processing time at this point is a lot longer due to a higher volume of incoming cancellation instead of 6-8 weeks we are looking at 10-12 weeks from the time that cancellations are sent out. We do again, apologize for the delay and are working in finding another alternative process for cancellation to become more efficient for the customer and dealership. Attached is a copy of the check that was sent to [redacted] Dealer Services. Should you have more questions or concerns please feel free to contact the finance director Jannet A[redacted]. Thank you, Pricilla A[redacted]Finance Assistant
I Would like to thank you for your responses, with a couple and very nice responses you clarify some of them I and research the remaining. Nothing else is needed at this point. Just please if you let me give an opinion, consider a better training to the PM and Mike (finance Rep) a lot of time and all this would have been voided only if they provided a better customer service and instead of going back and forth would have explain everything when I wen back instead or lying and been unprofessional.Just one more favor please, I have to go back after six months to be added on the lease, and I DO NOT want to deal with neither of them. Can you please provide me another contact from Finance department, someone professional.Again, thank you for your time.Sincerely.[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]
To whom it may concern[redacted] purchased her vehicle for $40,001 including a rebate of $500 we cannot refund the sales tax on the $500 this is required by the state we titled the vehicle in. Freight of $995 was charged on the vehicle, this is a charge on every vehicle advertised online and this is clearly written out in our disclaimer online. [redacted] purchased two accessories she would like refunded we can do that as soon as she sends them back to us with the signed cancellation request. They were mailed to her over a month ago. The environmental protection plan cannot be refunded as it was applied the day of purchase.What was refunded at the customer’s request was Service contract from Warranty solutions, Life care and Guide point. The check for these was sent to her lien holder on August 31st. Her Gap protection was canceled and a refund was issued to [redacted] on September 25th. She canceled her gap directly with Chrysler on august 23rd and a check was sent out on the 24th by Chrysler to [redacted]. Thank you
There was no bait and switch. Based on the information customer was given an interest rate of 3.39 %. The bank had info we didn't and gave customer rate of 7% and change. Customer signed rate. We had no control over rate given by bank,Customer bought a used 2012 [redacted]. There was a...
warranty problem with the car . It was sent to [redacted] in Woodbridge and they fixed the warranty item at no charge . Lustine also provided a loaner car at no charge.We feel we have lived up to our responibilities and went out of our way to help this customer with the bank and service.
From: Jason D[redacted] <[redacted]@lustine.com>Date: Fri, Oct 23, 2015 at 4:16 PMSubject: complaint [redacted] responseTo: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>Any lemon law buy back cases have to go through Chrysler the customer would need to contact Chrysler directly either...
on the phone or there is a lemon law card in the owner’s manual they need to mail in. As far as the satellite radio goes if Michele can bring the vehicle in I can get the satellite radio turned on. Jason D[redacted]General ManagerLustine Chrysler Jeep Dodge[redacted]@lustine.com###-###-#### -- [redacted], Dispute Resolution Analyst
The bolt that broke on the engine was not removed or tightened to replace the timing belt. We offered to cover 50% of the engine repair even though the vehicle was out of the 90 day warranty we put on used vehicles to help [redacted]. [redacted] stated that she was not satisfied with this so we withdrew our offer to cover 50%. If [redacted] would like us to fix the engine I will again extend the offer of paying for 50% of the repair.
[redacted] states that he had no issues with the A/C operation prior to him coming in for his frame replacement and that Lustine [redacted] did not recharge the air conditioning system after the frame was replaced. If [redacted] did not have any A/C work done before coming to Lustine then the...
only way that [redacted] would have seen dye around the condenser was from when Lustine [redacted] recharged the AC system with dye after the frame was replaced. A/C dye is extremely potent where only 0.25 oz is added to the AC recharge machine when an evacuate and recharge is performed. There is no physical way that AC dye can be painted on to a condenser without obvious brush stroke marks which I would like to see documentation of from [redacted]. Once again if [redacted] states he did not have an AC issue with his truck prior to service and that Lustine [redacted] did not recharge the system then how did the dye get in to the system and on the condenser that [redacted] states was on his vehicle?Lustine [redacted] service did their due diligence of inspecting this vehicle prior to the repairs being done, did not damage any components on this vehicle, and did recharge the AC system on the [redacted]. Lustine [redacted] will not be accepting any responsibility for the cost that [redacted] was charged from [redacted] in the amount of $189.67.
[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, although it took 5 months and the intervention of the Revdex.com can finally be closed.
I would like to recommend to Revdex.com to keep a close eye on how this business runs. I should not have had to wait 5 months and two interventions of the Revdex.com to get my money back. I shouldn't have had to tolerate aggressions from the sales people and they certainly present false advertisement to customers. I would not recommend them and I will certainly never use this business again.
Regards,
[redacted]
Purchased as a Certified USED fundra from Lustine Toyota salesperson Jeremy R[redacted] in February 2017[redacted] has visited Lustine Toyota's service department 3 times since it was purchased used from our sales department.Pulleys and drive beit - Both were inspected by one of Lustine's VA safety...
inspectors on 424/17 with 34931 miles on the 2015 Tundra. The technician concluded that there was nothing wrong with any of the pulleys on the vehicle and that the belt was in safe operating condition. If the parts were in any questionable condition they would have been replaced under the factory 3 year f 36k mile warranty that all new Toyotas in the United States come with at no cost to the customer. The parts have not failed so Lustine could not replace them and charge Toyota for a repair under warranty that was not needed. We only replace failed parts, and never replace parts because a customer asks us to do so, Previous to this visit the [redacted] belts were inspected by another Toyota technician on 4/6/17 with 34099 miles on the odometer and that technician also concluded that the parts were in good operating condition.Exhaust f muffler - [redacted] wants this replaced because she sees surface rust on the exterior of one of the flanges of the exhaust.muffler, Lustine Toyota's service manager, Joe K[redacted], inspected the exhaust with the customer and explained that this is a normal characteristic of every vehicle in this area, it is surface rust. Joe K[redacted] offered to put any other vehicle on the lift with similar miles to show her that all vehicles have surface rust on the exterior of any steel parts on the undercarriage of the vehicles. The exhaust system would have been replaced under warranty if the component had failed or was no longer Safe to be on the vehicle. Once again Lustine does not replace parts under warranty unless they have fašed.The brakes - On the same visit on 4f6/37 our technician performed a complimentary brake inspection where the brake pads were measured and recorded with 5/32" of pad life remaining at 34099 miles. At Certified used cars sold through the Toyota TCUV program must have at least 50% of brake pad life remaining. The vehicle was certified with 31247 miles, 2852 miles before the car came in for the brake inspection, which mean that the truck met the required brake specifications needed to pass the 160 point certification inspection.The alignment - a complimentary alignment inspection was performed on 4/6/17 as well with 34099 miles on the vehicle and the report did show that it was not "green" in all areas, The service manager Joe K[redacted] offered to perform an alignment on the vehicle at a discounted price and [redacted] declined. Since it was almost 3k miles since the vehicle was purchased Lustine would not perform the alignment at no charge to the Customer.Tires/nitrofill - [redacted] insisted that Lustine replaced all of her tires with good tread on the [redacted] just because she only likes [redacted] brand tires on her vehicles. It is a used car with good tread life remaining on the tires and passes all certification and VA safety inspection requirements. Lustine service offered her competitive pricing on Michelin tires but [redacted] declined replacing them since she would incur the cost of 4 tires. Nitrofit is filling the tires with nitrogen instead of oxygen. Nitrogen fluctuates less than oxygen which means the customers do not have to adjust their tire pressure as often, it is done on all used cars sold by Lustine and is retailed through Lustine Service for $44.95. This service was performed as part of the used vehicle check out prior to her buying the truck. She should be happy that the tires have nitrogen in the them versus oxygen since it requires less number of times that she has to adjust her tire pressures.Bumper- Lustine did not damage her bumper on her [redacted] and will not be paying for the repair or replacement and she has been told this by more than one person at the dealership.Service dog - The service representative asked [redacted] to please have her service dog moved a couple feet away from his desk while he was writing her work order on her vehicle since he is allergic to dog hair. Lustine would never ask a customer with any dog to leave the store, especially a service dog. The dealer principle and service director have both had their dogs in the store on weekends and have had many customers over the years bring in their pets while they wait with no issues. We would only ask a customer to remove a dog if it was aggressive or if we had any complaints from other customers with allergies or something along those lines.Nino S[redacted]Service Director
[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 Lustine claims no responsibility for this issue. I had two different mechanics look at the car and both said the same thing. They both said the timing belt's teeth were shredded into tiny "flakes" of rubber. Lustine claims that a bolt on a pulley that had no moved for 100,000 miles, magically worked its way loose and fell off causing the engine to seize. This is highly unlikely especially since Lustine claims to have not touched the pulley at all. The 2 mechanics that I had look at the vehicle before taking to Lustine did not see any pulley that had fell off the car and was missing. There was no evidence of a missing bolt. If a bolt was missing and this bolt was responsible for the damage then the pulley would have had to pull off as well. In addition, I have received no documentation in the form of pictures, etc. that show which pulley that Lustine is claiming did the damage. I paid both of these mechanics when the car engine seized while in Delaware. One mechanic is Delaware has provided me with specifications and schematic drawings of the engine and the placement of all the pulleys located around or near the timing belt. It appears that the pulleys have to be loosened and/or tighened, so to make adjustments to the timing belt. I paid the mechanic in Delaware a diagnostic fee to look at the possible issues that caused the vehicle engine to stop while driving. [redacted] clearly stated that the timing belt jumped time. There was no evidence of any pulley missing or damaged. I then had a mechanic in Manassas provide me with a 2nd opinion. Again, I paid a diagnostic fee. The 2nd mechanic provided me with the exact diagnosis and stated the engine seized due to timing belt probably being tightened too much and therefore causing damage to either/both the tensioner and the timing belt. The car had 1600 miles since the timing belt removal.This is in no way acceptable! I had 2 different mechanics look at the vehicle because I knew that Lustine would attempt to make this my fault and claim no fault. There is no way possible that a bolt that had 100,000 would magically and mysteriously become loose and fall out. If anything, one would expect rust and possible issues with loosing the bolt due to years of not being touched or "messed" with at all. This is clearly an excuse, especially when I have two mechanics that have said that they are both willing to aid me in testifying in court proceedings on what each saw regarding the vehicle, if necessary. Again, Lustine has provided zero proof of their alleged allegations of a missing bolt on a pulley. They have yet to even identify which pulley is supposedly missing the bolt. Frankly, I believe the 2 mechanics that have nothing to lose and nothing to gain by stating the facts that they know and their visual inspection on the car in question. This is why I am not accepting Lustine's offer as they are responsible for this problem. Even though the incident occurred 2 days after the 90 day policy (To which I knew nothing about), a reputable company should make this right! Customer service should be what keeps companies in business, yet Lustine has shown little to zero concern regarding this situation. It does not matter to them that their service department had my vehicle for well over a week before even replacing the original timing belt to begin with! Why then should I be punished for this time? You claim it was over the 90 day period. Yes, it was 92 days, yet your service department had it for over 7 days, so, if we are to be technical, then I actually had the vehicle in my posession for less than the 90 day period. Either way, I reject this offer, as the right thing to do is to replace the engine at no cost to me!! The service department made a mistake and I should not be forced to fight to get my vehicle fixed!
Regards,
[redacted]
[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 and my wife have signed the paper. But they did not asked us to review the paper and did not offer any warranties. Whatever protected services were offered I denied in salesman's table. I am ready to face the video recording in Lustine [redacted] office. I negotiated and finalized my car purchase with the price of $26388.00, with 0% interest for 60 months. We signed the paper offered by finance manager. But he did not talk about warranties and 84 months installments. I mentioned my whole story in my first complaint. Moreover, here I state that I am ready to face video recording in their business office.Second, when I complained my issues to company manager on 04/22/2016, he replied, come back tomorrow because your finance manager not in office today, they going to remove the warranty. Then I went next day (on 04/23/2016) and talked with finance manager. He said your warranty already removed, don't worry. Now you continue to pay same amount mentioned in your paper i.e. $439.99/month, you will be pay off around 59 months. Then I asked the written paper then he said you don't need paper now, you will receive the latter within 6 week. Then I communicated this message to company manager and my salesman and left the office. Then I contacted financing company, they replied they did not get any message from Lustine [redacted]. They already tricked me once and how I do I believe with them? So I am complaining to Revdex.com. Thank you [redacted]
Regards,
[redacted]
We canceled all policies when requested by customer however we could not send money to bank until customer came in to sign requesting cancelation. We made customer aware that she needed to sign cancelation form. She refued to come in and sign. When we recieved notice from Revdex.com we again notifed...
customet to please come sign cancelation request. She came in today and signed the cancelation forms. The checks have been sent to bank.
I spoke to [redacted], we are going to do a new contract with out the extended service contract that she does not want, and we are going to correct a mistake in her address. [redacted] sakd she was happy with this resolution. thank you