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Lustine Chrysler Dodge Jeep

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Lustine Chrysler Dodge Jeep Reviews (184)

February 4,...

2016
VIA Revdex.com ELECTRONIC SUBMISSION
[redacted] The Revdex.com
720 Moorefield Park Dr., Suite 300
Richmond, Virginia 23236
Re: [redacted] v. Lustine Chrysler Dodge Jeep
Revdex.com Case NO. ** [redacted]
Dear [redacted]:
This law firm represents Lustine Chrysler Dodge Jeep (“Lustine”) with regard to [redacted]’s claims. This letter is in response to her Revdex.com Complaint dated January 28, 2016. We are responding because prior to filing this complaint [redacted] engaged a lawyer to communicate with our firm that is represented by counsel. We have previously discussed the facts with her attorney and offered a compromise for customer satisfaction purposes, which [redacted] rejected.
[redacted] claims that Lustine deceived her into buying a car that 1) did not have a feature that she wanted, 2) had an additional feature that she did not want, and 3) had an additional cost that she was unaware of at the time of purchase. [redacted] claims that the deception was effectuated by a “tactic” of spending 5 hours with her, thereby having the effect of “wearing her down.” [redacted] spent weeks looking online for a vehicle and communicating with the dealership before she decided on her own to come in and purchase a vehicle. The time she spent in the dealership was the time she spent test driving the vehicle and then the paperwork for completion of the transaction.
Lustine denies [redacted]’s allegations. What [redacted] omits from her Complaint are substantive facts that led up to her deciding to purchase the new, 2016 Jeep Cherokee. Instead, the facts demonstrate that whatever amount of time Lustine employees spent with [redacted], it was to provide her with all of the necessary information she needed to decide whether she wanted to purchase the vehicle. Such facts include the following:
1. [redacted] purchased the vehicle on November 7, 2015;
2. On November 1, but prior to purchase, [redacted] took an extensive test drive of the vehicle;
3. Prior to purchase, [redacted] reviewed and signed a Pre-Delivery Checklist, checking off each key feature of the vehicle that had been reviewed with her (see Pre-Delivery Checklist, attached here to as Attachment 1);
4. Prior to purchase, [redacted] reviewed and signed an authorization form confirming “All features have been explained,” “Your salesperson has reviewed a Delivery Checklist with you,” and “You have personally inspected your new automobile.” (see Attention Owner form, attached hereto at Attachment 2);
5. At the time of purchase, [redacted] reviewed and signed a Buyers Order specifically identifying the retail price, cost of additional service plan and GAP, total purchase price and balance upon delivery. (see Buyers Order, attached hereto as Attachment 3);
In the days after the purchase of the vehicle, [redacted] place a “stop payment” on a check to Lustine for $6,000 as part of the down payment on the purchase of the vehicle. Yet, she continues to own, operate and use the vehicle.
While [redacted] does not identify the “one key feature” she alleges was missing from the vehicle, Lustine is aware from prior discussions with [redacted]’s attorney that she alleges that the vehicle is missing a cold weather package. [redacted] test drove the vehicle in November and had adequate time to drive the vehicle and examine the vehicle's features. Certainly, from the Pre-Delivery Checklist that [redacted] reviewed and signed prior to purchase, she would have been aware of the fact that the vehicle she had just test drove did not have a cold weather package.
Moreover, the emails between [redacted] and Lustine salespeople in the weeks prior to the November 7, 2015 transaction date indicate that [redacted] stressed the importance of the vehicle being blue, and having a V6 engine and a sun/moon roof.
[redacted] “stopped payment” on the $6,000 down payment check to Lustine, thereby still owing $6,000 on the purchase after she took possession of the vehicle and obtained title.
Lustine is more than willing to resolve this matter with [redacted] (as it has attempted to do previously through her attorney), and include resolution of her “stop payment” by [redacted] of the $6,000 she still owes on the vehicle purchase.
Very truly yours,
Kimberly *. M[redacted]
Cc:
[redacted] (via email)

After speaking to Mike D[redacted] I agreed we did not handle this deal correctly. I have had Mike D[redacted] call the customer, apologize, and forgive the $1000.

I would like to Thank Joey M[redacted], and Tim R[redacted], for their GOOD WORK when my Ram was in the shop they were honest and excellent!

If [redacted] has a written agreement for the 60,000 mile maintenance plan we absolutely will honor it. All agreements we have are in righting and there is no way for us to validate any verbal agreements.

[redacted], got the negotiated price. We negotiated the price (plus taxes, tags, freight and processing fees) and to include all available factory and dealer rebates.

The maintenance contract has been cancelled and back dated to the original cancellation date so that [redacted] gets a full refund.

Lustine [redacted] has zero control over [redacted] Motor Sales on what they approve for warranty on their automobiles.  I suggest the file is moved to [redacted] Motor Sales. They have the power to assit, we don't. We can only do what [redacted] Motor Sales allows us to do.

[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:
While everything in the email from the General Manager is true, it implies that the dealership took a pro-active approach to my situation. In no way is that the truth. They had multiple opportunities to notify me that a mistake had been made and they never took those opportunities and even took measures to intentionally avoid telling me there was a problem. The finance officer, Danielle, clearly identified the problem while I was sitting across the desk from her and she did not tell me. Another finance officer, Shan, even told me that I did have a warranty, but asked that he have an opportunity to speak to Danielle before providing details.
Tim's response suggests they were responsive to me but that is not the case. They never called me back and avoided my repeated phone calls. Danielle didn't reply to voicemails or emails and never forwarded my account information to the appropriate people to provide the refund. It wasn't until Chrysler Corporate contacted Lustine that they finally took actual action on my complaint. Ms Allison has been the only highlight in this whole experience and even she required an email from me before replying with the confirmation of the refund. The general manager (Tim C[redacted]) has been terrible in every respect and has done nothing to resolve or mitigate my issues. In fact, he has only escalated the tensions.  The only explanation ever given was by Ms Allison who attributed it to transition in the finance office in the last year.
My request to the Revdex.com was for a refund (which has seemingly been provided), but also to ensure that other clients of Lustine are not victim to the dealership's fraudulent practices. Their failure to acknowledge the situation on their own or provide explanation suggests this was an intentional misrepresentation of the warranty and an opportunity to pocket additional money. Tim's inability to take ownership of my situation leaves no doubt that they have failed to take proper measure to identify and notify other victims of this warranty scam. I acknowledge that my second stipulation is potentially beyond my scope, but I hope the Revdex.com will take efforts to ensure that other individuals are identified and notified.
Regards,
[redacted]

Date: Mon, Aug 24, 2015 at 3:53 PM
sans-serif;">Subject: complaint # [redacted]To: "[redacted] ([redacted])" <[redacted]>
In regards to this complaint we removed the backup camera that the customer was not happy with and refunded them their money.
 
Thank you
 
Jason D[redacted]
General Manager
Lustine Chrysler Jeep Dodge

[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 was NEVER told when I bought my truck that it only came with a 3 year or 36,000 mile warranty on the paint.  That is something the DEALERSHIP should be telling all of their customers.  
Regards,
[redacted]

We are not able to respond as customer has told us he has retained an attorney  and we have turned over to our attorney.

[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]

[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]

I sincerely apologize that our lack of communication, follow up and follow through has caused [redacted] the highest level of frustration. But in no way, shape or form have we tried to defraud [redacted] or any of our other customers. I will agree by reading [redacted]'s complaint that we provided him with a much less than satisfactory experience and a unacceptable level of professionalism. For this I truly apologize, But again at no point have we tried to defrauded [redacted]. 
Respectfully,
 
Tim C[redacted]

I'm sorry the customer rejects the facts. We spoke to him again over the phone is said he will come in and return the car and sign new lease contract.

[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:
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]

The customer actually drove the vehicle for an extended test drive for approximately 1hr before they wrote and signed for the vehicle. They went to finance and signed every doc necessary to own  the vehicle. Once leaving the finance office for delivery...

they saw the vehicle and decided they didn't like the color under the lighting. so we agreed to get them another vehicle of the color choice they wanted. They returned the next day after we purchased a vehicle for them from another dealership and they refused that vehicle as well. We explained that in that case they were owners of the vehicle that they took delivery of that night.

The worst customer service experience I may have had. While 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 intetest. In route there Gabriel sent me a text said that the boss, Navy, is closing it early and we would have to come another day. We live 2.5hours away! They would not wait for us, nor did they stay open ti midnight. They locked up at 9 and Gabriel proceeded to text me saying how nice the car was that I would buy it. He even paid 10 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 crappiest 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!

The customer originally came in on a used [redacted] with 24,000 miles, she actually purchased a New [redacted] with a little over 5,200 miles. The two vehicles were totally different models, the used was a [redacted] (which is a lower level model) and the one she purchased was...

a [redacted] (which is a upgrade from the [redacted]). We did'nt offer [redacted] a more exspensive New vehicle for the same price as a much less exspensive used vechicle for the same price. We don't have a 5 day return policy, so in no way would we have told [redacted] she had 5 days to return the vehicle she purchased.

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Description: Auto Dealers - New Cars

Address: 14227 Jefferson Davis Highway, Woodbridge, Virginia, United States, 22191

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