Lucas Ford LLC

As is stated in the previous message we could not have known these problems would happen months or years down the road and that is why we offer extended service contracts on all used vehichlesTroy H***

Thank you for your patience Ms***Please know I have been researching your issue, speaking with our Accessory and Tire Shop Managers, the gentleman that Orders all of our vehicles along with your Sales Consultant that assisted you with your selection and deliveryI just need a few answers from you and then I can present your issue to Upper Management for their review and direction Would you please provide to me the current mileage on your Chevrolet Silverado along with the name of the Tire Shop that inspected your tires and shared you had the wrong set of TiresWith those two pieces of information I will be able to proceed on your behalfThank you for your assistance and patience Ms***I look forward to receiving the above information

Dave Smith Motors is in the business to sell vehicles to consumers We do sell close to 1,each month It is in our benefit to sell vehicles to qualified customers We do not however finance the purchase of vehicles, lending institutions such as banks and credit unions provide that service We help facilitate the financing by providing certain documentation to support the qualifications of the purchaser The customer is required to provide supporting documentation when it is asked for by the lending institution When that documentation is not provided or it does not meet the standard that has been requested the loan approval process can slow down and stop until the requirements are met At this time we are waiting for [redacted] to provide Proof of Residence and Proof of Income to support her request for Credit that the lending institutions are requiring We are in the business to sell vehicles and when [redacted] provides the required documents to the lender we will be more than happy to help her purchase her vehicle of choice

We are very sorry for what occurred around Mr [redacted] ' purchase with our dealershipIn researching each of his concerns he expressed it all came down to our Sales Consultant and his communication with Mr [redacted] s requests Mr [redacted] spoke with one of our Team Managers regarding his concerns and he extended to Mr [redacted] the following as compensation : *Dave S [redacted] Motors covered the expense of $for the Leveling Kit Mr [redacted] had our dealership install *Dave S [redacted] Motors paid for the Shipping expense of $for the transporting of his Ram to his home as well as Transport his Trade In back to our dealershipMr [redacted] was going to pay for this expense but our Sales Consultant did not have this included in his Loan as requested *Regarding the figure for the California Sales Tax was off by our calculation of $We explain we provide an EstimateThis is stated on the Order for Motor Vehicle that the customer signsDave S [redacted] Motors will reimburse Mr [redacted] for that difference as a Goodwill GestureThe check will be sent out today, 8/25/via Day US PostalRegarding the Bedliner that was suppose to be applied to the Bed of his Ram was not communicated to the Accessory ConsultantOn July 13, when our Team Manager was speaking with Mr [redacted] he asked him to send him a receipt for the application of a "Linex Bedliner" and he would reimburse him for that expense as wellA receipt was sent but it was not a clear copy so Mr [redacted] was asked to send a clearer copy so it could be printed off for Accounting purposesIf Mr [redacted] would please submit that to me directly I will be happy to facilitate in securing the reimbursement check for himIt is my understanding that expense is somewhere around $or soThe issue with having his Rims Powder Coated Black it was communicated to Mr [redacted] that was not something we could accommodate with those WheelsThat is why he was never charged for but it was communicated to him that underneath the Chrome Hub Cap the Wheels were BlackSurrounding the issue with Passing the Smog requirements for California that would lie with Chrysler MotorsIt is my understanding that these are related to hours applied to a vehicle to, such as Hours accumulative for one, another would be to drive with full throttle on and then throttle offWe have so many California customers choosing to purchase with our dealership for our savings and they never have this issue because they have applied the miles on their trip back home that will allow the Smog CertificationWhen a vehicle is Transported the miles have not been applied yet to allow this processMr [redacted] s Ram is State EmissionsI believe there is a Certificate that the Certified Dodge dealership provide to residents where their vehicle has not yet had the mileage applied so it can pass but is exempt until that has occurredI am confident that the Modesto or Turloch dealership will be able to provide that to him if not already done soAs you have read Dave s [redacted] Motors has respected and owned responsibility for what our Sales Consultant failed to follow through withWe are genuinely sorry! we have paid for items that Mr [redacted] would have paid for but instead we covered them as Compensation and GoodwillI look forward to receiving a CLEAR copy of the Receipt for the application of Linex to the Bed of his RamIt is my pleasure to facilitate what we promised him we would do

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below Dave Smith's response that they couldn't have foreseen all of the vehicle's failings and I should have purchased an extended warranty misses the point and is inadequateI do agree that they couldn't have predicted the first problem (coil packs); however, the transmission, brakes and struts were very worn or already failing and needing replacement when I purchased the vehicleBeing a single and non-mechanically-inclined woman, I was not able to recognize these potential problems and placed my trust in the integrity of the salespeople at Dave SmithIn hindsight, the stick shift was very loose and would slip into other gears accidentally, when changing gearsUnfortunately, I did not have the knowledge to know that this was a bad sign that the transmission was falling apart I feel that I was taken advantage of by Dave SmithWhen a person pays $16,for a vehicle, they expect major components such as transmission, brakes, etcto have been thoroughly inspected, in good working condition and to last them for several yearsI have purchased other "as is" used cars in the past as a single woman, and this is the first time that I have filed a complaint and felt that I was sold a "lemon." I expect more of a well-known business such as Dave Smith and I believe that they are culpable for the expenses I incurred, particularly in regards to the transmission, which, if they had tested/inspected, would have shown damage and consequently either repaired or adjusted the car's priced adjusted accordinglyI would still like monetary compensation for expenses incurred by me for having to repair a subpar product sold to me by Dave Smith.Regards, [redacted]

I have been communicating with Dave's Auto, and have sent them the information they requestedNext MsQ [redacted] will call the manager of [redacted] ***Thank you for your patience [redacted] ***

Revdex.com:I no longer have said vehicleSo I don't care what they have to saySincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have already submitted the required documents to Rich R [redacted] which were then forwarded to Duke in financeThat is a ridiculous response just trying to avoid the situationSincerely, [redacted]

Please accept my apology Mrand Mrs [redacted] on behalf of Dave Smith MotorsThis is clearly not how our company conducts business! We are genuinely sorry for what surrounded what began as a wonderful buying experience with our dealership only to have it fall through the cracks due to our, your Sales Consultant leaving our employment soon after she spoke with you on August 3rdIt is apparent your File was not given to another Sales Consultant to facilitate and assist you with the remaining process and shipping contactsYour request you placed on August 13, to have your $Deposit Refunded has been honoredYesterday, Wednesday, August 24, your $Deposit was Refunded at 3:30pmI will send you your copy of the Refund Receipt for verification that Dave Smith Motors did Refund to your CCDepending on the bank that issued that card it may take them from - days before you see it posted to your accountWe are truly sorry for what occurred Mrand Mrs [redacted] !

Dear Revdex.com, My case number ID [redacted] has been resolved with full payment back to me so I would like to close my caseThank you [redacted] ***

We were sorry to learn on July 14, that Mr [redacted] experienced issues with two of his Factory installed Goodyear tiresIt is always disheartening and frustrating when having just purchased a vehicle and something goes wrongOne doesn't expect this on a new vehicle, unfortunately things can reveal themselves once mileage is being appliedMechanically there are thousands of parts that are seating inJust as a car manufacturer provides a Factory Warranty for their product yrs / 36,miles, whichever comes first, the tire manufacturer also will cover their product under a month / 12,mile Warranty, whichever comes first Mr [redacted] purchased his new Ram on Tuesday July 12, He contacted our dealership on July 14th sharing that he experienced the day before on his drive home some issues with his tiresOur employee shared with him that his tires would be covered under that Brands tire Warranty and to take his vehicle to a Tire Shop that carries that Brand, GoodyearWhich he did, [redacted] in Eagle, close to his homeThey identified that there were two tires that were "Out of Round"Unfortunately they did not have the same tires In Stock but their store in Orchard didOrchard had the tires replaced within one hour of his arrival that afternoon Please be assured if our dealership had experienced any issue at the time we PDI'd (Pre-Delivery Inspection with a Test Drive) or along with the Test Drive our Sales Consultant and Mr [redacted] took the day of delivery, the 12th, we would have addressed the concern as well prior to him leaving our dealershipWe would have Road Forced the tires and would have resolved the issue as did [redacted] Apparently this did not reveal itself until he was traveling home on the 13th as he shared with our employeeWe are providing to Mr [redacted] a check in the amount of $for Travel Assist as a Goodwill Gesture in appreciation of him giving us the opportunity to earn his businessHad this issue revealed itself to us prior to or at time of delivery we would have addressed this at that time under the Tire Manufacturer WarrantyI know that Goodyear stands behind their product and certainly does not want to frustrate their customer as wellDave Smith Motors and Goodyear are very sorry for the imposition and concern that Mr [redacted] experienced with two of his Goodyear Tires

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.We have been in contact with Jeep directly and are working with a representative on a resolution Sincerely, Rebecca N***

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.It is apparent that Dave Smith is not concerned with customer satisfaction, not only regarding my complaint, but also many others on the Revdex.com siteMine was not a nitpicking or unreasonable concernDave Smith lays the blame with the customers, saying they should have laid out even more money on an already expensive purchase for a warranty, when, in truth, they are selling vehicles that have not been properly inspected and reconditionedWhat other sales industry could get away with selling an expensive, unwarranted and defective product? I am truly appalled and will tell anyone that I speak with to avoid Dave Smith.Regards, [redacted]

What Mr [redacted] expressed in his complaint was true regarding our agreement to pay half for a new set of TiresAfter researching I spoke with Mr [redacted] on December 1, and extended our apologies for the additional concern we caused him by not issuing the reimbursement check we had agreed to I assured him I would be personally sending out the check, which has been doneI also included with the reimbursement check a copy of his Deposit Refund that we credited back to his Credit CardThat transaction took place on November 9, at 11:AM as requestedAgain, we are very sorry that the did not get his reimbursement check out in a timely fashion as we said we would and as a result caused him additional concern! Sincerely, Sherry Q [redacted] Dave Smith Motors [redacted] @usautosales.com http://www.davesmith.com 1-800-635-ext***

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 Sincerely, [redacted] ***

Our last response to Mr [redacted] was based on TRUE facts onlyI will always give full respect and care to the details of a customer complaint through careful research with speaking with the individuals involved along with reviewing all calls and any other avenues that will provide insight and facts to the complaintOur dealership will always take responsibility for issues we are responsible forIntegrity and Honesty are of the highest importance with conducting our business! With a Pre-Owned vehicle and if there isn't a Factory Warranty still available to that specific vehicle it will be an "AS IS" vehicle upon the purchase of that vehiclethe customer is made fully aware of this during their closing and signing of papers with one of our Finance ConsultantsOn October 21, at 1:our Pre-Owned Sales Manager spoke directly with Mr [redacted] regarding this specific vehicle, Ram that was Built in 2002, at the time years old In that conversation Mr [redacted] asked about the Inspection we conductedWhich our Sales Manager said he could provide, he pulled up the record and read it to himHe shared that the Power Steering pump had been Replaced, that the Crank Case, Front and Rear Pinion Seals along with the Rear Main Seal were CleanedMr [redacted] asked about the cleaning versus the replacement and the response was that if there was fluid leaking on the ground we would have replaced but there was none, so they were CleanedHe went on to share that both the Front and Rear Breaks were at 4mm which met our Safety Inspection guidelineMr [redacted] was made aware of our Inspection prior to purchasing this vehicleI understand why he paid another business to Inspect this vehicle he purchased but they are recommendations and they are in the business to "Up Sell" as wellA perfect example was where you were told you were recommended a new outside Passenger Mirror for the small crack on the right bottom of the mirror, they quoted you $To replace the Mirror, as you shared with me the Housing was not damaged, the replacement Mirror is a pop off and pop on mirror, the amount was $ I provided this mirror as a Goodwill Gesture as I gave Mr [redacted] the benefit even though it differed from the Sales Consultant response as mentioned in my first response to your complaint.Our dealership also extended to him a $Discount off the price of the vehicle to assist him with his travel expense from Alaska to our dealership as he inquired due to the distanceHe requested that we keep the Topper on the vehicle as he could use a TopperWe complied with his requestRegarding the inquiry about the Lights that were affixed to the front bumper, this was the first I heard of thisI spoke with our Pre-Owned manager and he shared that if After Market parts installed have are broken/damaged or a wiring issue they would be removed, as was in this casePictures are taken immediately upon receiving the vehicle into our Inventory and they are to return to the photo shop for pictures after all the work has been completedMany of our vehicles that come in on Trade will sell soon after as in this caseI presented everything to our GM to see if he would authorize any further expenses Mr [redacted] has requestedAs a "Goodwill Gesture" he has authorized a reimbursement check for the new All Season Tires that were purchased at The Tire Factory in Vancouver along with monetary provision for the replacement Serpentine Belt, right Taillight Bulb and License Plate Bulbthe last three items were inspected through our Inspection and were operating at that timethe serpentine Belt was removed when we replaced the power Steering pump, inspected and reinstalled as there was no damageWe replace all the time Serpentine Belts on Pre-Owned vehicles when deemed necessary it is only a $expensethe lights were not burned out at the time of the InspectionApparently, like any used part there is a life expectancy and they must have burned outWe certainly would have spent the $for a License Plate bulb that pops in and out along with a Taillight that is a Safety feature for $We will be sending you a check for the amount of $so you can have the last issues addressed with the pricing that the dealership there in Vancouver stated plus reimbursing you for the All Season Tires you have already purchased This check will be issued upon receiving back a "Release" form I will be Emailing to Mr [redacted] for his review and signatureIt is my hope that I have provided further clarity to Mr [redacted] 's complaint and he will receive our "Goodwill Gesture" of $to assit himA pre-owned vehicle that was built in and has 140,miles applied to it will have parts that are wearing down

In researching and reviewing the calls between Mr [redacted] and our Sales Consultant it was determined that the Deposit was given prematurely! As we began to work towards finalizing the purchase we could not facilitate his requests, deal structureOn October 30, at 8:am Mr [redacted] ' $ Deposit was Refunded back to his Credit CardDepending on the bank that issued his card it may take from 7-Business days before it is posted to his accountIt just depends on their process Mr [redacted] will receive copy of his Refund in the mailThank you for your patience

Mr [redacted] selected a vehicle he chose to purchase itOn February 28, at 11:am he placed a Deposit on it to secure it in his name and for us to remove it out of our Inventory while proceeding forward with finalizing the purchase processPrior to taking the Deposit our sales consultant read over the phone our "Disclosure" regarding our Non-Refundable Deposit Policy which he understood and agreed toIt was a commitment to purchaseSince it was the last day of the month he wanted to secure the Rebates and Incentives that were available to him as wellThis commitment to purchase was clearly explained with the Disclosure regarding the Deposit along with a Disclaimer about his purchase and the communication to the manufacturer that he was purchasing this vehicle he selected to safeguard their RebatesOn 3/at 11:am when speaking with our dealership he stated he understood the Deposit was Non-Refundable but now he needed to back away due to unforeseen expense that came upUpper Management has honored Mr [redacted] request for a Deposit RefundOn March 17, @ 9:am Dave Smith Motors processed that RefundDepending on the bank that issued that Visa it may take them 4-to process, it just depends on their processingIt is important to note that Dave Smith Motors never said we would take him to CourtMr [redacted] was the one projecting that idea, not Dave Smith MotorsFull respect was given to Mr [redacted] and his request, every phone call was carefully reviewed to know the true facts for both partiesWe appreciate the opportunity Mr [redacted] gave us to earn his businessWe conducted business professionally with complete clarity to our Policies which were understood and agreed upon by Mr [redacted]

Complaint: [redacted] I am rejecting this response because: I don't recall ever agreeing specifically to the deposit being non-refundableIf the business is not refunding for the reason of hours and documents, etcand valuing that as yet, are willing to still apply it towards a future purchase, then that previous valuation is nullFurthermore, stating that I understand they weren't able to hold the vehicle for that long is not an admission or agreement to a non refundable depositOn top of that, the specific vehicle was still at the factory and included in their active inventoryThe deal was initially drug out by the dealer and afterwards my job took me away from the ability to complete the documents in order to complete the purchaseI continue to stand by my demand for a refundA simple transaction and the way this business has handled the aftermath has left a forever sour taste in my mouthFor years I have continuously referred potential clients to themObviously, based on this back and forth about a deposit, there will no longer be referrals coming from my network or myselfSincerely, [redacted] ***

Mr [redacted] ' request have been carefully researched and reviewed by Upper Management for their directionWe contacted his Sales Consultant that has since left our employment and we inquired about the Windshield and Passenger Outside MirrorHe replied that he did state they identified on the day of delivery that the Windshield was damaged and required being replacedHe went on to share that Mr [redacted] was comfortable with this as he had a lot of miles ahead of him where something could occurThis way he will have a new Windshield when he arrives back home in AlaskaWe have made those arrangements with Safelite in FairbanksThey have already made contact with himIn regards to the Passenger Outside Mirror his Sales Consultant shared that he was not aware of a cracked mirror it was just the Windshield that was identified Mr [redacted] has been most patient and cooperative with me in providing information I have requestedI have sent him a replacement mirror as a "Goodwill Gesture"It was sent out yesterday, Tuesday, January 10, via US Postal, Priority mail and will be delivered to his PO BoxIt can easily be snapped into placeIt is the Replacement Mirror onlyUpper management authorized the reimbursement check for the Steering Pump Repair in the amount of $That too was sent out Priority mail yesterdayThey are both scheduled for delivery this Saturday, January 14, Upper Management has declined to reimburse or cover any other expenses that were requested for the following reasons: *Mr [redacted] came to our dealership and Inspected this vehicleAccepted the appearance and condition of the vehicleIt would have been at that given time to make his request or express his concerns Or select a different vehicle which we would have been happy to accommodate *It is required by Law to post on a Pre-Owned Vehicle a "Buyers Guide"This Buyers Guide is "AS Warranty"It states "YOU WILL PAY ALL COSTS FOR ANY REPAIRSThe dealers assumes no responsibility for any repairs regardless of any oral statements about the vehicle." This form was presented to and read by Mr [redacted] while in closing with our finance consultantAfter being read it was signed indicating he agreed and understood this vehicle is an "AS IS" vehicle We genuinely appreciate Mr [redacted] giving us the opportunity to earn his businessWe did perform a Safety Inspection of this vehicle and it met the safety requirementsMr [redacted] was fully aware of the Bed of the truck, the Tires (Steele Belted with a lot of Tread) with his personal Inspection