Lustine Chrysler Dodge Jeep

I'm sorry but we program the keys of the cars we sell. We would be more then happy to set up an appointment.

I spoke to all parties involved in this deal . The customer did buy both products, signed for them, and was provided copies. It appears [redacted] had buyers remorse and came back days later requesting a full refund. We told [redacted]  they could cancel the contracts and Toyota...

Financial Services would refund proper amount.  [redacted] would need to sign the cancelation papers. We will be happy to do that for the customer.

[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: the dealer has not offered me to refund the down payment for the purchase. If they are willing to take the car back and refund me my down payment I will be happy with it
Regards,
[redacted]

We are very sorry this happened. I spoke to the salesperson, Kevin F[redacted] and he agreed he dropped the ball. We will be happy to make new keys for the 2014 [redacted]y. We need the customer to bring by the car so we can program the new keys. She can call Kevin F[redacted] at ###-###-#### and set an appointment...

to program her new key.

[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: We have been to Lustine Toyota numerous times. They never even tried to resolve this issue with the key. Kevin is not willing to help us at this point. This problem has been going on since we purchased the car back in September., 2014.  I would be willing to take my car to the nearest Toyota dealership to where I live to have them perform the measurements. I do not feel I should have to drive all the way to Woodbridge when I do not live out that way. Haven't I been inconvenienced enough?Regards,[redacted]

On Sunday, June 5th 2016, my husband and I were very excited to go home with our new Jeep Wrangler from Lustine in Woodbridge. We were immediately greeted by Mr. Ike L[redacted], who worked his salesmen tactics very well. He was very attentive and handled my husbands questions very professionally. I was trading in my vehicle and your sales staff were able to give me full trade-in value for my car. Kathy M[redacted], aftermarket sales rep, later greeted us and presented all of the great after market parts we can install. We agreed on several parts all of which I financed through synchrony bank at your dealership. After all was set and done, we were directed to Ariana W[redacted] in the finance office. At first all was going well, I was told that my loan would be through [redacted] credit union, my car payment would be XXX (including gap and low jack). I couldn't be happier! We drove off the lot very satisfied.
On June 7th, I receive a letter from [redacted] Federal Credit Union declining the dealerships offer for the loan. I figured since this was on a Tuesday, someone from the dealership would be contacting me to let me know what the next step would be; mind you, I hadn't heard from the aftermarket team to set up my installation for the parts I ordered. I decided to go to the dealership and speak with Ms. W[redacted] (June 11th), however, I was told that Abby A[redacted] would be able to help being that she was the head of the finance department. Abby was very attentive and listened to my concerns, she spoke with Ms. W[redacted] and told her that I was approved through Tower Federal credit union. I sat in Ms. W[redacted] office waiting to hear what was going on, she comes back to tell me that my car note would now jump to XXX ($145 MORE a month), and that I should consider putting my husband down as a cosigner. I proceeded to tell her that Abby had shown me the screen that said my car note would stay at XXX. Ms. W[redacted]' response was, "well where can you meet me at, XXX?" My response was no, and that I wanted my old car back. After much back and forth, she says that she can do XXX (ORGINIAL AMNT), but I would loose my gap and low jack coverage. I told her why would this be an issue, when we all agreed on June 5th that my car note would be XXX with everything included, I received no answer. There was no valid reason for any of this. I have excellent credit and Ms. W[redacted] is telling me I now need a cosigner? Tower federal approved me with no cosigner. I agreed to the terms, since I basically had no other choice, and told her I wanted to get my parts installed. Ms. A[redacted] and Ms. W[redacted] told me that we would be going with S[redacted]bank. I looked at both of them and said, "are we good for sure?! I don't want to come back, unless it's to pick up my fully installed jeep." They both said, "yes we are good, go get the parts installed."
June 14th 2016, I receive a call from Ms. W[redacted], asking me for my bank information. She said, "don't worry, everything is fine, I just need your bank info."
June 17th 2016, I get a call from my bank, whom holds the loan for my traded in vehicle asking me if I had heard from the dealership in regards to paying off the loan, since now at this point I am delinquent in my car payment. At this point it's now getting to the point of ridiculous. I explained to them that my vehicle hasn't been in my possession since June 5th and that I was told s[redacted]would be sending a check (on June 7th). I proceed to call Ms. W[redacted] cell phone, I get no answer and cannot leave a message. I call the dealership and get routed to 6 different call agents, to finally get a hold of someone and I asked to speak with Ms. Abby A[redacted] and that it was now urgent. Abby listened to all of my concerns and told me she would take care of it, she told me she would call me back with all the details. I receive a call from Mr. Ike L[redacted], who has been diligently emailing me about his survey, which I also haven't received. He told me that he would make sure that my appointment is set for June 18th to get my parts installed and from now on to call him directly. He has been nothing but helpful, and since I haven't been able to write a review on his performance, well here it is. Ike, Abby and Kathy are great assets to your team. They are truly the only reason I do not have a mental break down with all of this run around. I have purchased four vehicles all under my name, my credit, and I have never ever had an experience like this one. I am disappointed on how Ms. W[redacted] did not take my business seriously and did not follow up on anything I needed to be taken care of. I'm now concerned that my paperwork has fallen through the wayside and nothing will be taken care of properly. Abby called me back the evening of Friday, June 17th, again apologizing for Ms. W[redacted], stating that she "forgot to submit everything to S[redacted]." How do you "forget" to send such important documents that are pertinent to my financial assets? I am disgusted with all of this and unfortunately, will not consider purchasing another vehicle from this particular establishment due to this horrible experience. I will not recommending family, friends and colleagues. Please, make sure that Ike, Abby and Kathy all get recognized for this great customer service, I wish I had dealt with them only.

[redacted] was clearly aware of all fees as he tried to negoiate them away when he was buying the car. All prices are clearly marked on line  !8,888 plus tax tags + $599 processing fee and a reconditioning fee.

[redacted] purchased an extended warranty for mechanical breakdowns not a maintenance plan for oil changes or routine maintenance.

On May 10th [redacted] purchased a Dodge Challenger
from us.  The...

vehicle was financed through [redacted] Credit Union a
stipulation of approval was proof of income.  [redacted] could not give us
anything proving his income. On June 1st [redacted] signed a new
contract with [redacted] Capital which was not requiring proof of income. 
From June 5th till the 13th [redacted] Capital attempted to
do a customer interview with [redacted] on the 13 he did the customer interview
and was unable to answer the questions.  Since June 13th we
have been trying to get [redacted] to come into the dealership to resolve this
issue.  It was not until July 21st that he finally came in to
bring the vehicle back. His money has been refunded.

Again, customer knew and agreed to final price of car and interest rate before he signed any purchase order or loan contract. He bought the car knowing these things and drove it home.

The bank would not approve the lease with the information supplied by the customer. We called the customer to tell him he was not approved but we could get him approved at a higher rate. We told him to come in to drop the car off or sign at higher rate. Customer came in and would not return car...

until he could speak to sales manager [redacted].  We need the customer to return the car. There is a [redacted] statement in the deal signed by the customer saying he would return the car if the lease was not approved.

Dear Ms. Horne,
Customer contacted me middle of April 2014 about a van she purchased October 2013. She said she was contacting me because she was given a 8 year maintenance agreement with her new Van. I immediately told her that there was no such thing and the longest maintenance agreement...

we sell was 4 years. She told me again she was given a 8 year plan. I asked if I could call her back and pull her file. She agreed and I pulled her file. I looked thru the entire folder and there was no reference of any maintenance agreement. I called her back and told her we have no record of her ever purchasing any agreement. She said she had spoke to her lawyer, [redacted] and if I didnt give her a 8 year agreement she would sue us. I told her I personally know **. [redacted] and his name is not [redacted], it is [redacted]o and I would be happy to speak to him. She then changed her aggressive behavior and asked if I could do anything to help her. I told her that nobody sells 8 year maintenance agreements and that I did not believe they existed but I would sell her a 4 year agreement at factory cost. I also told her not to purchase the agreement if she was going to continue to be unhappy as there would be no incentive for me to sell her at cost.Based on nothing being in the folder, worksheet, purchase order, contract, or any other documents or her not contacting the dealership the first 7 months she owned the van, I dont believe a 8 year maintenance contract was ever discussed. Her first oil change would have been due January 2014 at 3000 miles. I did not ask for any letter seeking no legal action, in fact I asked her lawyer to contact me. I never considered giving” her a 4 year maintenance contract but did tell her we would sell her one at dealer cost. She told me she would consider it and get back to me. She never did. In closing, let me say, there is no such thing as a 8 year maintenance agreement that I know of, none at any of the dealerships that I have ever been a part of in the last 35 years.As for her desired outcome, At the very least I believe I deserve a -year maintenance plan, if we already offered her one for free why didnt she take on then? The answer is we didnt offer her one for free and we reject her offer of settlement.VR

Review: We agreed on the purchase price which is $21886 and they offer alarm system and under coding and I chose then for $1100 and also we agreed on a payment for a maximum of $400 for for five years and we agreed on all that and signed the initial paper for that amount and I used my phone and calculated the amount and I figured out it will not be more than 400 for 5 years because we match the price with my friend who bought on September and I bought mine on Oct.07 2014 same year.The finance manager suggested a maintenance service and I agreed but he did not not tell me how much it would cost me. I negotiated with them them to reduce the payment comparing with my friend who pays $364 a month they refused so I signed all the papers on the assumption on what we agree upon which is 5 years, until yesterday when I was comparing with my sister in law who bought the same car with a payment of v$392 for five 5 years I noticed they wrote the contract for 6 years!!! I did not know how they made that fraud to agree on something verbally and wrote something different, and how come they sell the same car in the same month for a difference of $400 for a whole year. I went to them yesterday and today but refused to make any changes claiming I will be bound with the contract although some people in side the dealer told me that I have the right to return it if not happy but they said I do not have that right.Desired Settlement: if the maintenance and all add on will cost me a payment of $400 for a whole year I want you to help me take that off the contract.

Business

Response:

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

Consumer

Response:

Dear Ms. Anita I am rejecting your response because they made a fraud about the time of payment as we agreed for five years and wrote six years. We agreed on the price of $ 21868

Review: I'm used car dealer in NC. I was buying used van from the Lustine Toyota on Saturday 19th. We agreed on price. I told them I will pick the van up Monday I was flying stand by didn't make it there till Wednesday talk to my sales assoc everyday told him what's going on. Sent him screen shot that I have cashier check cut in return he sent me a bill of sale. I fly out Wednesday to pick the van up when I get to airport they say it was sold last night Tuesday. I call GM ask for Reimbursement on my airfare and gas he said NO.Desired Settlement: airfare gas $300 I have copy of the check cut airfare ticket and bill of sale

Business

Response:

This North Carolina used car dealer called us Saturday 4/20/14 stating he would like to buy a used car we had in stock. We agreed on price and the dealer said he would be in next day to pick up car. We asked for deposit over the phone to hold car. He refused saying he would call before coming up to verify car was available . He did not come in on Sunday. He did not come in on Monday. Monday night our salesperson called called the North Carolina dealer and was told he couldn't come in and would advise when he could come in. We told the dealer that without a deposit we would take the car off of hold. He refused and we took the car off of hold. On Wednesday 4/23 the North Carolina dealer texted our salesperson at 9:07 AM that he planned on flying up Wednesday after a meeting to pick up van. We texted him back at 9:08 saying "sorry, the vehicle was sold last night. Don't fly here." We don't believe the dealer was really even flying here as his flight took him to Philadelphia which then would have been a four hour drive to [redacted] VA, about the same amount of time it would have taken if he had just drove up from North Carolina. We will not reimburse him for a personal flight to Philly or anywhere after the knew the car was sold before he left.

Review: They advertised price online for a jeep and say addition rebates may be available to further reduce price. All new vehicle prices exclude freight. tax and processing fee of $499 additional. The adjusted price includes all applicable rebates and incentives. Additional rebates and incentives, such as military and recent college graduate may be available, see store for details. the adjusted price may not be compatible with special factory financing. When we went to buy the vehicle with college grad rebate they said it and the military rebates were all ready included in advertised price.Desired Settlement: I would like the advertised price honored with the college rebate.

Business

Response:

[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.

Review: The dealer charge me twice for delivery charge. Once was included in the MSRP sticker the second one was on the purchase order. This was the worst experience buying a car ever. I asked for my keys to leave three times and nobody gave them to me. I was told that because of negative equity in my trade I had to give them a thousand dollars. Come to find out that was crap. I was in there for two days and I should have let but I couldn't get my keys. The other thing is on the first day they were going to give me $22000 for my trades the next day I found out on the contract that it was only $20105. I asked them about it and they gave some [redacted] story after beating me up for 3 hours. I was tired and just wanted to leave. These are some shady people. I should not have signed the contract.Desired Settlement: I want my $1000 deposit back. And I want the amount they first gave me on my trades. If they can't do this I want my cars back and they can have the truck and I will go somewhere where I can be dealt with honestly. The next step is a lawyer.

Business

Response:

I would like to offer **. [redacted] an apology for any

misunderstandings we may have contributed to. Of course we want all our

customers to have a good experience. This obviously wasn’t the case with **.

[redacted].

Review: I would like to formally complaint my disgust and horrible feeling which I have received from dealing with this dealership ( Lustine Toyota)and their very unprofessional staff.

After many calls from this dealership stating that they had really good deals and that I could trade in my car for a new vehicle, I took the bait and came down to this dealership to see if I could trade in my 2000 [redacted] for a newer vehicle.

My [redacted] is in good condition but I wanted to upgrade to a better car.

Once I arrived I was shown several cars by one of your sales men.

I told him that I wanted something very economical. He said that the [redacted]'s were going for good prices and that there was a rebate from one to two thousand dollars.

He showed me several cars and I liked a [redacted].

Once inside there was confusion that my credit couldn't be checked because I had a block on it. This is the first time that I had heard this.

Nevertheless, The manager( I think his name is [redacted]) kept trying and finally was able to pull my report.

I knew that my report was low but I had been approved for my [redacted] several years back so I didn't think that this would be a problem.

[redacted] said that I would need a co-signer or I would have to put down $1500 in addition to the vehicle trade in.

My mother who had came with me offered to lend me the $1500.

[redacted] said that this would be sufficient for me to sign up for the vehicle so that I could take it home with me.

After several hours of going thru all the paperwork with **. [redacted], I walked out with the new car. It was right before I was leaving that she said that she would need 3 months bank statement and my tax returns for the past 2 years.

I was surprised because I thought that I had been approved and that there was nothing else that was needed.

I send her bank statements within several days . She said that this would not be enough and that I needed to send her my tax reports.

I send her my tax reports for last year. She called me and said that if I didn't send her the previous year I would have to return the car.

Two weeks had gone by and I couldn't believe that after all this process I had to return the car after I had signed all the papers and was on my way to start paying the vehicle.

I sent her the previous year's tax returns but she said that she would need the whole file which I didn't have.

I told her that I was so fed up with the whole process that I would return the car.

To add insult to injury, **. [redacted] said that I the deposit which I had put down for the car would not be returned because of a small blemish in the front of the car which had been there since I picked it up.

I don't know how you stay in business with these kind of things happening in your dealership.

Why do your people mislead people into thinking that everything is fine when they leave with their cars only to have the rug pull from underneath them a week or two later?

At this point all I want is my deposit.

Thanks for your help with this matter.

Sincerely,

CC: Revdex.com

CC: FTC

CC: [redacted] Chamber of CommerceDesired Settlement: I would like my full deposit returned.

Business

Response:

When **. [redacted] came to the dealership and picked out the new car we informed him that the only way we would be able to get his deal approved based on his credit was for the customer to bring us 3 months bank statements and last 2 year tax returns. He told us he would do that before he left the dealership with this brand new car. We would not have delievered the car with out his assurance that he would bring the paperwork back immediately . When he would not bring in the necessary paperwork we asked that he return the car. After about two weeks he did return the car however he had damaged the front bumper. The cost to fix the bumper was $150. We deducted the $150 from his down payment and refunded the credit card he used on the transaction in the amount of $1350.

V/R,

Review: I purchased a vehicle from Lustine Toyota in Woodbridge, Virginia on September 30, 2014. The salesperson accidentally went home with the keys to my newly purchased vehicle. When he returned to the dealership with the key, he only had one. We have been to the dealership several times and still we have not received the other keys. Someone was suppose to drive my other vehicle home for me which did not happen. I thought they might bring me the spare keys. They did not come. Also, no one went over all the features of the vehicle. The service was the worst I have ever seen. They are the worst. I have been given the ultimate run around and I believe it is because they think they can. Any way they can mistreat me and rip me off more they will.Desired Settlement: I want the keys to the Toyota that I purchased. A credit voucher will due so that I can take that credit voucher for the keys to a Toyota dealership near me.

Business

Response:

We are very sorry this happened. I spoke to the salesperson, Kevin F[redacted] and he agreed he dropped the ball. We will be happy to make new keys for the 2014 [redacted]y. We need the customer to bring by the car so we can program the new keys. She can call Kevin F[redacted] at ###-###-#### and set an appointment to program her new key.

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because: We have been to Lustine Toyota numerous times. They never even tried to resolve this issue with the key. Kevin is not willing to help us at this point. This problem has been going on since we purchased the car back in September., 2014. I would be willing to take my car to the nearest Toyota dealership to where I live to have them perform the measurements. I do not feel I should have to drive all the way to Woodbridge when I do not live out that way. Haven't I been inconvenienced enough?Regards,[redacted]

Business

Response:

I'm sorry but we program the keys of the cars we sell. We would be more then happy to set up an appointment.

Review: I went to Lustine Toyota to test drive a 4runner. I was thinking of buying a new car and having it paid off before my retirement. Although I was reluctant to buy that day, negotiations began. What would it take for me to buy the car. They said they would wave the processing fees. Finally a payment of $422 a month for 60 months was VERBALLY agreed on. The financial person said that instead of the 2 year warranty, they were GIVING me 4years. The paperwork was ready to sign 6 hours later. I signed each page trusting that what we had talked about would be honored. When I read through the paperwork two weeks later, I found that instead of $422 for 60 months they had written 72, instead of paying no processing fees, I was paying a substantial $499, instread of a GIFT of an extended warranty, I was charged $2,500.Desired Settlement: The amount of money I will be paying for the extra year $5,064, the $499, and the $2,500. I have contacted the vice president and he said they could renegotiate the loan at a high monthly price - which was unacceptable to me.

Review: I PURCHASED A USED 2009 [redacted], AT THE TIME OF PURCHASE I WAS TOLD IT WILL HAVE 30DAY WARRANTY ON THE WHOLE CAR AND LIFE TIME WARRANTY ON INTERNALLY LUBRICATED PARTS (ENGINE & TRANSMISSION). ON MY INITIAL TEST DRIVE I DID NOT NOTICE MANY ISSUES TO ADDRESS TO THE SALESPERSON (TEST DRIVE WAS SHORT AND WAS IN HEAVY TRAFFIC), ONLY DISCOVERED 2 ISSUES, 1 HAS BEEN FIXED AND THE OTHER 1 I JUST HAD IT DONE TODAY 1-3-15 (DID NOT GET TO TEST DRIVE ENOUGH TO MAKE SURE IF ITS 100% FIXED).

SINCE DRIVING OFF OF THE DEALER AFTER PURCHASING THE CAR I HAVE ENCOUNTERED MANY THINGS THAT ARE WRONG WITH THE CAR WITHIN 2 WEEKS OF PURCHASE AND CALLED THE SERVICE DEPARTMENT TO MAKE APPOINTMENT. I DROP THE CAR OFF TODAY 1-3-15 AROUND 8:30 AND THE SERVICE ADVISER INFORMED ME THAT IT WILL NEED TO BE APPROVED BY THE USED CAR SALES MANAGER. I RECEIVED A CALL LATER SAYING THAT THE REPAIRS I REQUESTED WAS NOT APPROVED BY THE MANAGER BECAUSE OF THE PRICE I PURCHASED THE CAR FOR ( IT DO NOT MAKE SENSE WHAT DOES A PURCHASE PRICE HAVE TO DO WITH WARRANTY).Desired Settlement: I WANT THE CAR TO BE REPAIRED