Lustine Chrysler Dodge Jeep

Customer did come in store wanting to buy a carSAid might be problem with creditWe gave him credit app, he filled out , signed and appied for creditWe could not get finanacing

From:
sans-serif;">*** ***Date: Mon, Aug 31, at 11:PMSubject: Fw: Preferred Customer - Unused Service NoticeTo: ***@myRevdex.com.org
Please see below
On Thursday, July 23, 9:AM, Dequoia H*** 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/and that amount of the refund if stated as wellI 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***
Collections Manager
###-###-####
From: *** [mailto:***@***.com] Sent: Thursday, July 23, 8:AMTo: Dequoia H***Subject: Fwd: Preferred Customer - Unused Service Notice
I thought this was canceledKindly advice.Sent from my ***
Begin forwarded message:
From: LUSTINE TOYOTA Date: July 23, at 7:23:AM EDTTo: ***@***.comSubject: Preferred Customer - Unused Service NoticeReply-To: anorton@***com
Hi, just a reminder that you're receiving this email because you have expressed an interest in the Preferred Customer ProgramDon'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 emailsPREFERRED CUSTOMER PROGRAM
Notification!
Unused Services
Dear Customer, our service log indicates that you have not used any of your available vehicle services from your Preferred Customer ProgramWe want to make sure that your program does not go unusedDo 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 memberShare your services on Facebook!LOGIN TO YOUR ACCOUNT HERE!Username: ***Password: ***
Your Preferred Customer Dealer Team
Schedule 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 CustomersSCHEDULE SERVICES:PROGRAM QUESTIONS:
###-###-#######-###-####anorton@***com
THANK YOU FOR LETTING US
SERVE Y

I have just looked at a copy of the lease and it clearly states lease is for miles*** * *** *** signed the lease

Thus far this has been the worst dealership I have ever been to in my life!!! I was so excited the night I purchased my vehicle but after that things went downhill fast! I couldn't believe the disrespect and lies I was told to my face I’m so disappointed and lost trust in their managementI don't understand how they can say they are #on the East Coast On a positive note my salesman Nasrat “NAS” H*** was amazing!! He did everything he possibly could do to make my car buying experience remarkable!!
First- I purchased my vehicle over the weekend and was told to bring it back in on Monday to get a few things done to it and they would put me in a loaner car I told Nas (the salesman) and Jessy (one of the managers) I would not be able to come back until after 4:p.mwhen I got off and that I live mins away I was told by Jessy "it would not be a problem and he would have the loaner car ready to go when I got there." I arrived at the dealership at 6:p.mand waited for over mins to be told “I do not have a car for you but I’ll have one for you tomorrow.” I said no, I was promised to have one tonight and I told you I would not be here until after I got off of work at 4:p.m.” Jessy then said “well I didn’t expect you to get here after 7:p.m.” At that point I was disgusted with how they did business, twist words to benefit them and saw they do not honor what they verbally tell you After standing my ground I left with a loaner vehicleSecond- I get a call from the Nas, my salesman on Wednesday (days later) asking me to bring the loaner car back in because the documentation on the loaner car wasn’t done correctlyI immediately became irritated because I have to drive mins back to the dealership to deal with an issue that should have been done correctly on Monday when I was put in the loaner car I told Nas I would bring it back but it would not be until after 4:p.mwhen I got off workThird- Once I arrived to the dealership I approached Nas my salesman He and another gentleman began to ask me some questions about the loaner car At that point I became frustrated because they should have had their stuff together prior to my arrival Nas came back with a loaner car agreement form and asked me for my driver’s license, insurance card and a credit card I was cool with everything until he asked me for my credit card I told him I wasn’t giving him my credit card information After a few minutes of going back and forth Matt W*** (another manager) came to explain to me why they needed my credit card information I listened to everything he had to say and reiterated to him I was not giving them my credit card information and asked to speak to Jessy the original manager I was dealing with on the loaner car Matt told me Jessy was off and he was Jessy’s boss I asked for him to call Jessy so Jessy could explain the situation to him since it’s clear to me they do not communicate with each other Matt stated“he was not calling Jessy and the only way I was leaving with that loaner car was to give them my credit card information.” He went on to explain their loaner car process is the same as renting a car from a rental place Once he went into that I said he could have his loaner car back along with the new car I just bought days ago A phone call was made to Jessy and he told them he took care of everything and to do the agreement without my credit card information If they would have listened to me in the first place all this could have been avoidedI ended up signing the loaner car agreement without providing my credit card informationThis dealership is full of BS, tells a lot of lies and very unprofessional I would not recommend this dealership but if you happen to deal with them please stand your ground and PAY ATTENTION to what they say and read EVERYTHING before you sign anythingGood luck!!

From: Jason D*** Date: Fri, Oct 23, at 4:PMSubject: app # ***To: "*** *** (***@myRevdex.com.org)" *** ***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 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***General ManagerLustine Chrysler Jeep Dodge***@lustine.com

Customer is trying to renegotiate after the deal is finishedThe deal is done, paid for and all papers are signed with customer agreeing to everything soldWe can not changes prices now up or down and the car is titled

From: Jason D***
arial, sans-serif;">Date: Fri, Oct 23, at 4:PMSubject: complaint # ***To: "*** *** (***@myRevdex.com.org)"
** ***’s extended warranty has been cancelled and a refund was issued
Jason D***
General Manager
Lustine Chrysler Jeep Dodge
***@lustine.com
###-###-####

*** *** spoke to *** *** the General Manager on Monday 06/23/2014 and her finance contract was restructured with her approval to lower her monthly payments so they were more affordable

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be
closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the papers did not clearly state the maintenance package type in the paper work I was given
I do have all the original paper work
Regards,
*** ***

There was no bait and switchBased on the information customer was given an interest rate of % The bank had info we didn't and gave customer rate of 7% and changeCustomer signed rateWe had no control over rate given by bank,
Customer bought a used ***
***There was a warranty problem with the car It was sent to ** * *** in Woodbridge and they fixed the warranty item at no charge Lustine also provided a loaner car at no chargeWe feel we have lived up to our responibilities and went out of our way to help this customer with the bank and service

The first documents the customer brought in Toyota would not accept as college gradCustomer has since brought in papers that Toyota would accept as college grad and his contract has been accepted and paid by Toyota Financial Services

From: Jason D***">Date: Fri, Oct 23, at 4:PMSubject: app # ***To: "*** *** (***@myRevdex.com.org)"
This issue was resolved with the customer. We did not charge the customer the additional Tax money that was owed
Jason D***
General Manager
Lustine Chrysler Jeep Dodge
***@lustine.com
###-###-####

Customer approved the work on his *** Lustine packages the 90k service in a discounted package deal for our customers and we do not allow coupons applied to an already discounted package The customer also approved tire which Lustine sold to him at a discounted price so we would
not honor the 10% off coupon on that item He also approved a mass air flow sensor service and a throttle body service on job lines and 3, Lustine discounted the most expensive of the with 10% off parts and labor, exactly what the coupon says Customer was screaming in the service lane when it was time to pay his bill, wanted more money discounted Customer knew the amount the he approved, knew the work that he approved and when it was time to pay his bill he made a scene and expected Lustine service to take more money off of his bill and it didn't happen He then gave Lustine a 25% on our *** CSI survey and also disputed the credit card charges to his credit card company Lustine *** Service Director Nino S*** and I would like to sit down and meet with this customer since it is obvious that we are not agreeing on what transpired at his service visit on 3/15/

The worst customer service experience I may have hadWhile coming from a distance, Gabriel, one of their sales people informed me that they had much extended hours over the holiday for their huge sale so I agreed to come late because they have a vehicle of intetestIn route there Gabriel sent me a text said that the boss, Navy, is closing it early and we would have to come another dayWe live 2.5hours away! They would not wait for us, nor did they stay open ti midnightThey locked up at and Gabriel proceeded to text me saying how nice the car was that I would buy itHe even paid buck to have it cleaned That was rude and extremely unprofessional! To tell a buyer that you open til midnight come on out then to text to tell them your closing hours earlier.and you'll have to come back another time is the c*** customer service ever! Gabriel and Navy you lost our busniess!I wish I had the opportunity for the car I want but will not be going to them for it!

We have paid off the bank that holds the titleWe are waiting for the bank to send us the titleWe expect to have it before 5/25/Jim G***

May 24, To whom it may concern,We called the customer as soon as we had an approval based on her credit from the bankThe bank required proof of income because she is self-employed as well as her fiancéThe customer could also not prove the income she stated on her credit
applicationTherefore we had to get an approval thru a different bank that didn't require proof of income, so of course the rate was higherWhen the customers signed up initially they put that they made a certain amount and the proof of income was well below what they stated.We even cut the price of the vehicle she purchased to make up for the difference she was paying in interestWe bent over backwards to get her to the same payment as well as paid a fee to buy her interest rate down.If you have any further questions please feel free to contact me,Thank You,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: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 minutes, we chose the extended warrantyShe showed us something that was the maintenance plan and we specifically told her that we decided to buy the extended warranty, after she convinced usShe 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 onlyWe never got any of the papers she promised us. She made it clear that what we were signing and purchasing was for the extended warrantyAlso, the business is lying about the fact that they explained something about this situation to us several timesBecause, 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 mailsThe 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 papersPerhaps, 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 allWe purchased a Highlander with an extended warranty before we bought this car and we know the difference between an extended warranty and maintenance planDelma told us that this "maintenance" is what they call an "extended warranty" when they submit papersWhen 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 caseI am tired of the games that this company is playingI 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,
*** ***

From: Jason D*** Date: Fri, Oct 23, at 4:PMSubject: complaint *** responseTo: "*** *** (***@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 inAs far as the satellite radio goes if Michele can bring the vehicle in I can get the satellite radio turned on. Jason D***General ManagerLustine Chrysler Jeep Dodge***@lustine.com###-###-#### -- *** ***, Dispute Resolution Analyst

[To assist us in bringing this matter to a close, you must give us a reason why
you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Facts are dealership listed a price for the car and attempted to rip us off on the loan termsFact is that the dealership continues to lie about both of these things
Regards,
*** ***

6/2/To Whom It May Concern:*** *** came into our dealership mid-February questioning about her refund for her cancellationsShe spoke with our comptroller and the checks were sent out the next day for the cancellations*** *** obtained an attorney and all contact has been
made from our Comptroller to their attorneyThe customer is asking for compensation for the months difference when they originally came in to cancel their warrantyUnfortunately we cant back date a warranty without proof that the customer came in August of We cancelled the warranty with the paperwork that we had on January , Nothing was stated when the customer came in about the date of the cancellationAt this time, our dealership has done everything that the customer has asked of usIf you should have any additional questions regarding this matter, please feel free to contact me with the information listed belowI thank you in advance and look forward to hearing from you. Sincerely,