Lustine Chrysler Dodge Jeep

Review: Unwanted extras were sold on top of a car purchase without notifying me. Extended warranty, gap and maintenance were hidden in some documents we signed but did not verbally agree to or were aware of. For the last 2 and a half months we have been trying to refund these additional costs and re-finance with a credit union. We have been unsuccesful with our attempts to contact lustine toyota and get a refund.Desired Settlement: Additional costs refunded immediatley. Interest we have been paying on the additional services sold to us, refunded.

Business

Response:

I have checked all of our stores and we have no record of selling a car to a [redacted]. They must have our store with someone else.

Review: I paid for a warranty on my 2009 [redacted] this was back in April 18, 2014 for approximately $2,383.50. I had a recent repair that I was looking to use the warranty and was told that the paper work was not submitted or in the system.

I tried dealing with the dealership on two occasions to get this resolved, it is difficult to get anyone to answer calls. This has got to be the worst dealership I have ever dealt with and would never recommend nor will I go there for any reason ever again.Desired Settlement: I want a full refund of my monies at this point.

Business

Response:

We have verified the warranty was activated. We called [redacted] and explained the warranty to her. She thought it was a maintenance product that covered her spark plugs . She is aware it does not now. She was mailed all info she requested.

Review: Purchased a car from Lustine Dodge on 5/19/2014 (2013 [redacted] 200) at this time I paid $3400 for a maintenance plan and $800 for gap coverage insurance. These items were included in the contract price and financed through a third party. On 5/23/2014 I contacted the finance manager at the dealership to state my intent to cancel the service and he told me it would be done first thing Monday morning. I had confirmed through Mopar that they could issue a full refund to the balance of the loan within the first 60 days. On Monday the finance manager called to tell me there was an issue with a credit they had offered on my old car that I traded in and that I would have to come in and pay them an additional $1100 which I was not willing to do. On Thursday May 29th the finance director Mrs. A[redacted] contacted me to tell me it was taken care of and it was their mistake so they would honor the deal. I have contacted them several times trying to reach the GM, the finance director, or the salesman in order to confirm resolution and have not received any communication. The same finance director called me last month to tell me I still owed them $1100 which I don't.

This past Thursday I contacted Mopar directly for assistance with cancelling the service contract and the gap insurance and they said that there was never anything issued to my vehicle even though to this point I already paid for it.

Also my financing institution has written me saying they have not received the title for the loan.

Additionally the DMV has confirmed that they have not received the registration for the car which I paid for up front and they are legally required to transfer from my trade in within 30 days.Desired Settlement: The company needs to expedite the situation and explain why they have not returned dozens of emails, voicemails and phone calls. Additionally I need the $4200 credited back to my loan balance immediately.

Honestly due to the nature of service and deception I have received from this dealership I would prefer to return the car and take my business elsewhere.

Thank you.

Business

Response:

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

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:

Review: I purchased my 2014 Jeep [redacted] from this location a month ago. The overall purchasing process was ok - after many hours of bickering back and forth, they finally presented an offer I was happy with. The interest rate was to be 1.9% so I walked away content. That is, until 3 weeks later [redacted], the Finance Manager ,called to let me know that I could not be approved for that rate and that I would need to present additional personal documents in order to be approved with another bank. It was my understanding they were still trying to get me a 1.9% rate since that's what I agreed to when I purchased the car.... A few days passed and my 30 day tags were approaching expiration and I began to get nervous that nothing had been resolved. I called and called and called, left multiple messages with various people and NEVER received a call back. I even left a message with the General Manager, [redacted], and never heard back.... My tags have ran out so I am left with a vehicle that I am unable to drive. I FINALLY got in touch with [redacted], and she informed me that I was approved with another bank. I thought "Great! Finally, we're getting somewhere!" .....no...she failed to let me know that their interest rate would be 3.49%. That's not what I agreed to when I purchased the car! I was so frustrated because the low interest rate was the whole reason I agreed to buy the car. After throwing my hands up and agreeing to the new interest rate, she said I would have to come back in to sign a new bank contract....I live 2 hours away so that was not an option for me. They are suppose to be [redacted]ing the contract and new tags to me today or tomorrow so I hope that once this paperwork is completed, this nightmare will be over. I really wish I would've researched the reviews for this dealership before even pulling on the lot. Not only has this been the WORST car buying experience but their customer service is nonexistent.Desired Settlement: I would like to have the original agreed upon interest rate. I feel like this is a scheme they play with every customer. They pull their customers in with a great offer and then suddenly change it and present horrible customer service.

Business

Response:

May 24, 2014To whom it may concern,We called the customer as soon as we had an approval based on her credit from the bank. The bank required proof of income because she is self-employed as well as her fiancé. The customer could also not prove the income she stated on her credit application. Therefore we had to get an approval thru a different bank that didn't require proof of income, so of course the rate was higher. When 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 interest. We 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,

Review: MY ELDERLY WIFE AND I bought a new 2012 [redacted] Yaris last fall (2012), for what we were told would be less than $19,000. After several pressurized sales pitches, the paperwork was complete. However, the actual "sale" price contract came to $28,383.84. Monthly payments would be $394.22 for 72 months. The "deal" included several costly "service" contracts that we thought were included in the original price, but instead added nearly $10,000 to the cost! A real budget buster!

After reviewing the contract that we too hastily signed, we cancelled $4,500 worth of the contracts and requested that the resulting reduced price of the Yaris be REFINANCED by the dealer's finance group, [redacted]) of [redacted], Calif., which collects payments through a [redacted], Illinois, location.

[redacted], however, refused to refinance the contract, claiming it is an "indirect lender," and not able to recalculate or refinance a car deal. Turns out [redacted] is not subject to government regulations or other usual credit-granting rules.

Our position is that if [redacted] can FINANCE a car, it should be able to REFINANCE the deal, with the dealer's acquiescence.

But Lustine's management also adamantly refused to renegotiate the contract or reduce the usurious cost of the car.

Now, unless we attempt to refinance the car with a reputable bank, we will pay TWICE the Blue Book value ($13,638) for the Yaris over the course of six long years!

But what reputable bank or credit union would refinance a $13,000 car for $23,000, which [redacted] states is the outstanding balance. There would be No advantage to either the customer or the bank in such a deal.

LESSONS WE LEARNED:

1) DO NOT BUY A CAR FROM LUSTINE TOYOTA UNLESS YOU ENJOY DEALING WITH UNABASHED GREED.

2) DO NOT AGREE TO FINANCE A TOYOTA VEHICLE THROUGH [redacted].Desired Settlement: A REFINANCE of the 2012 YARIS (current Blue Book value = $13,638; dealer advertised and certified price is $13,000; assessed personal property value tax bill = $12,875) to reflect an honest and acceptable value for a 2012 Yaris, thereby reducing our monthly payments from $394.22 to a reasonable, more affordable figure. This seemingly should be possible via a cooperative agreement between [redacted] and LUSTINE TOYOTA.

Business

Response:

Over the past couple of weeks, in an effort to resolve this

matter for **. [redacted], we have been reviewing the facts and information

regarding his claims. [redacted] (Managing General Partner) has

been personally involved.

Review: My purchase of “New car” From Lustine Toyota was made on Apr 13 2013. Upon purchasing a "new" car, I discovered the radio was not functioning properly; also I was only issued one key at the time of sell. Two days later, APR 15 I informed Lustine about the issue I was having and asked if I can be scheduled for service to get the problem resolved. I did not receive any follow-up call to resole the issue until I expressed my concern through email to customer service. After my email two and half weeks from the time of purchase, a schedule was made to correct the problem along side installation of Low-jack. I doped my car for the repair overnight with the promise “I will have my car the next day”. The next day when I went back, lowjack was installed and I was told the repair was not done. To have that fixed they have to order the part and I will receive a call once the part arrives. I expressed my dissatisfaction because they had over two weeks to get the part. I requested to Lustine to provide me with a loner vehicle until the problem is resolved. Unprofessional general manager greeted me. His solution was I would have to deal that through corporate office. I contacted the corporate office and my request has been ignored.

To make matters worst, two weeks after the purchase and my down payment was withdrawn from the bank, I received urgent phone call and email informing me I will need to make the down payment. I had to provide my record to proof I had made the payment. If I didn’t have that, I would probably be forced to make additional payment.Desired Settlement: I have had the car for about a month hoping Lustine would correct the problem. Now it is too late, I need the car replaced with no additional charge or full refund.

Business

Response:

[redacted]

Review: We bought a new Jeep in June 2013. Included in the price was an extended warranty and maintenance plan. When we received details of the plans in the mail in July 2013, we decided to cancel both plans. We came back to Lustine and spoke with [redacted], our finance representative. She tried to talk us out of canceling and offered us a better maintenance plan with oil changes at 5,000 miles instead of the 10,000 miles in the original plan. We decided to accept the maintenance plan but cancel the extended warranty. In August 2013, we had not received the cancelation or the new cards for the maintenance plan. We went back and talked to [redacted] and she said there was a mix up with the paperwork and she would take care of it. By the end of September 2013 we had not received the cancelation or the new cards for the maintenance plan and my wife had had to pay for the oil change. We contacted [redacted] and she called us back to assure us that it would be taken care of and my wife would be reimbursed. This problem has still not been resolved and we have not received the $2900 for cancelling the extended warranty.Desired Settlement: Would like a refund for cancelling both programs.

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 c[redacted] 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!

Review: I purchased A 2013 Toyota Corolla S in May and the vehicle had 3900 miles on it. I was assured that the vehicle was never sold to another party and that it was considered new. As such I paid just about the sticker price on the vehicle. I have come to find out through Toyota Corporate that the vehicle had been sold before and that it was not a program car like I was told. I am extremely upset because Not only was I charged as if this was a new car, but I feel that I was lied to. I was also pressured to buy a service that I did not want (a undercoating spray for the vehicle), and was unable to keep the appointment I had set up for this purpose. Unfortunately I am busy, and am unable to make an appointment for some time, and asked if I could have a refund for this service since I didnt want anyway. I was told they couldn't. I understand that. but please don't inquire into my personal life and ask why I can't make an appointment in the next 2 weeks. If I say I am busy, I am busy ... it is none of your business what I am doing and I demand my privacy. Nor is it your business to ask me why I cant take a loaner.Desired Settlement: I want an explanation of what happened with the car before I bought a car that was supposedly never given to someone else, and if possible my money back for the undercoating I dont have time to get. Also an apology for spelling my name wrong on the contract, for sending me a letter with the wrong type of car I bought, and also for the invasion of my privacy.

Business

Response:

[redacted]

Would you please apply the following response to case number #[redacted]. I want to apologize for this late response. I attempted to contact **. [redacted] at ###-###-#### however there was no answer at that number. I also would like to apologize on behalf of the Dealership for spelling **. [redacted]’s name improperly and sending a letter with incorrect information about the car she bought. I would be happy to address any other unresolved issues with **. [redacted]. I can be reached at ###-###-#### or, if she would prefer, thru email at [redacted].

[redacted] Lustine

Automotive Group

Review: In doing business with Lustine ([redacted]) the dealership (Albert S[redacted]) has to be the most incompetent as well as unprofessional representation of this organization. I've called, multiple times from 28 Jul 30 Jul and have been blown off for the last three days. I've been charged for a rental car that was suppose to be covered by Lustine, I keep asking for my car and no one seems to be able to answer me. Not even Albert and he's the service technician responsible for my car. I'm not sure what the problem is, but no one at the dealership can tell me. It's been three days and the last thing I was told is that all I need was a diagnostic test ran on my vehicle. I can't believe this type of stuff happens every day.Desired Settlement: All I want is my vehicle back and in working order. At this point I'm not sure what has been done or if they've caused any damage to my vehicle. It's like they are holding my vehicle hostage, while charging me for a rental car that I didn't need or want. I want my refund for that as well!!!

Business

Response:

Customer has spoke to [redacted] and understands all work being performed and is aware there is NO CHARGE for the rental car.

Review: I visited this dealer to look at used vehicles. I found a car I liked, and while in the process of making the purchase was told that it had just been sold. As I was preparing to leave I was told they just got another vehicle I may be interested in. I looked at it and agreed. I was told several times that I had five days to return it if I was not happy with it. The vehicle was the same year, make and model. The only difference in the two were the color and the second vehicle had about 10,000 less miles on it. The salesman asked if I would take this vehicle if they gave me the same deal. I agreed. The "same deal" turned out to be completely different. I made a substantial down payment on the vehicle thinking I would only be financing about $8,000. After I got home I realized that the price had changed by aprox $22,000 and that they were actually financing closer to $25,000. I went back to the dealership to return the vehicle the following morning, I told them multiple times what my price range and monthly payment limits were., and they refused. I tried again yesterday and was given false informaltion about who the General Manager was, and was also told that they could not take it back because the funding was complete. I contacted the funding company today ([redacted]) and found out that they had NOT approved the loan yet and had not received ANY paperwork on it, only an electronic application . After a couple of hours of dealing with a person that was not actually the manager, the General Manager did finally appear and ask me into his office to talk. I then explained the situation to him; He stated, "I do not care what the salesman told you. You signed the contract, and you can not return it. I am not taking that vehicle back". I have spent about 23 hours talking to the dealership, funding company and The office of the AG of Va since Monday trying to resolve this matter. It almost appeared that the GM was amused by the entire situation. I made it very clear to the sales manager, general manager, customer service rep and the funding company that simply I could not afford this new deal. I was misled and given untrue information by the dealership during each visit and they have left me feeling completely cheated.Desired Settlement: I would like to return this vehicle and be given a full refund.

Business

Response:

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.

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:

The fact is I WAS told I had five days, and the second vehicle WAS offered and accepted (verbally) at “the same deal” as the first vehicle that sold to someone else as I was in the process of purchasing it. To me and most, “the same deal” means the same deal. Obviously to this dealership it means something completely different.

After spending several hours (about 28 hours) at this business location over the past week trying to get this issue resolved in some way, it became very apparent to me that there is a great deal of miscommunication and misunderstanding that takes place on a regular basis. I was told one thing by one person, and then received a completely different answer from another on more than one occasion about various items and details. This was my first car buying experience on my own, and I was unaware that anything/ everything spoken was invalid unless I had it in writing…now I know.

We were able to drop the maintenance and protection packages from the contract today to bring the monthly payment down a little, and they agreed (in writing) to fix the scratches on the exterior of vehicle at a later date. They also updated software on the vehicle that has caused the check engine light to be on since Saturday, replaced a panel covering the spare tire in the rear interior that was scratched/ scuffed up, and put in a driver side floor mat that was missing from the vehicle when I purchased it.

Review: I purchased a Jeep [redacted] from Lustine last Saturday 03/08/2014. After negotiations with the salesman, we agreed on a price and I decided to finance through the dealership after the salesman offered me a slightly lower interest rate than I had originally gotten quoted from my credit union.

Our original verbal agreement on my loan payment was a payment of $438 per month at a 1.99% interest rate for a loan term of 72 months. The salesman went to the financial department and confirmed this rate and payment. I confirmed this payment value with both the employee in finance department and the salesman. When I sat down with financial, the employee explained to me that I could lower my loan payment to $408 by changing the loan term to 84 months. I made sure to confirm with him verbally that the interest rate would remain the same, at 1.99%, and he confirmed this to be true at the time. I signed the papers under the assumption that I would be paying $408 for 84 months at an interest rate of 1.99%, as he specified verbally. He also explained to me that if I put an extra $30 towards the principal every month, that would have the EXACT same effect as having the 72 month loan term with the $438 monthly payment – the ONLY possible way this is achievable is by keeping the interest rate the same. As you know, once you interest rate is doubled, you also (more than) double the total interest paid throughout the loan term, rendering the situation NOT the EXACT same – and something that I would not have signed had I known. When I got home and reviewed the contract in closer detail, I realized that I had been mislead, and noticed they had erroneously put me at a 4.09% interest rate for the 84 months. I called the Lustine immediately, and the finance employee claimed that I knowingly agreed to the 4.09% interest rate – which is not at all true. I was under the assumption when I signed the papers that I would have the 1.99% interest rate because that is what I was told verbally and explained to me in great detail as I signed the papers. Even if that interest rate was not possible for the 84 month loan term, it is typically not good business practice to tell your customer one thing verbally just to get them to sign the contract, and put a completely different thing on the contract and hope they don’t catch it, which seems to be the case.

When I spoke on the phone with the same finance employee last week, he told me that he could change my loan term back to 72 months, but now somehow the interest rate would be up to 2.9%, in addition to denying the fact that I was ever offered an interest rate of 1.99%. Not only did both the finance employee and the salesman agree to a 1.99% interest rate, they both had my payments sitting at $438 per month. After being lied to repeatedly and told I was fabricating the claims that I made above, I verbalized my dismay and intention of reporting the employee and the dealership to the Revdex.com, I was asked arrogantly "What are they going to do, put me on a website that nobody will see?" I returned a phone call the next week to follow up on the situation, and was treated with disrespect and without class. The finance employee used the statements "Why are you still calling me?" (after returning his phone call), and "I don't care."Desired Settlement: I would like the dealer to honor our verbal agreement of my 1.99% interest rate for a loan term of 72 months.

I would also like the finance employee to issue me a genuine apology for his error in telling me the interest rate would stay the same if I increased my loan term from 72 to 84 months as I was led to believe when I signed the financing contract, and for his rudeness.

Business

Response:

Lustine Dodge Jeep was unable to secure [redacted] a loan rate of 1.99%, but offered her an option of extending the loan to lower her payments (unfortunately with a higher interest rate). The term and interest rate were disclosed to [redacted] prior to her signing and contracts or taking delivery of the new vehicle. [redacted] has since communicated to us that she would be using her own financing source to refinance the vehicle.

Review: On Monday July 15, 2013, I spoke with [redacted] and [redacted] at Lustine Chrysler Dodge Jeep regarding a 2008 Lincoln Navigator for sale. Our discussions and negotiation began in the mid-morning. We spoke live several time, exchanged multiple texts, exchanged many pictures and videos of the vehicle and ultimately agreed on a selling price and selling terms late that evening at 8:30pm. We agreed I would pick up the vehicle and pay the balance on Friday, July 19th. In order to "take the car off the market" as I was told, I need to sign a contract, pay a $500 deposit, and provide copies of both sides of my drivers license. I completed the requested tasks, signed the contract and paid the deposit with a credit card. According to [redacted] the Sales Manager, the car was off the market and all obligation on my part were fulfilled. I told him I would see him Friday for pickup.

On Tuesday morning after booking airfare, I called and left a message requesting to be picked up at the airport on Friday, as I live out of state. The sales rep called back and said the sales manager (Abe) sold the car to a second customer later after I signed the contract and paid the deposit. He said [redacted] found a better deal.Desired Settlement: I would like Lustine to make good on the signed contract agreement and in the future operate its business in an ethical manor

Business

Response:

Review: I purchased a Toyota [redacted] 2014 **. As per the finance manager he mentioned that he was going to include the gap insurance in the price. When I went home and checked the invoice there were items added to the invoice which I completely overlooked before signing the paper. The company charged me $800 for gap insurance and $2500 for extended warranty. I went back tot the finance department to explain why there was an item included in the the invoice when I did not ask for it. The manger said no one buys car without a gap insurance and extended service warrenty. I told him I do not want to purchase extended warrenty and gap insurance and he has to take those charges off. he bluffed me off and said to give me a good interest rate he had to put thous two items in the invoice. I completely got ripped of from this company. I went back the next day after purchasing the car. This company should have adjusted my invoice and give the correct one.Desired Settlement: I want them to take off $3500 from my invoice

Business

Response:

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.

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: 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,

Business

Response:

We are not willing to refund deposit or take back car.

Review: When I purchased my 2013 Ram 3500, my husband asked the men at the dealership if it was going to be able to tow a 5th wheel and or gooseneck. They told us that it would be able to just fine. What they neglected to tell us is the 5th wheel hitch parts are not available and therefore the truck that has the sole purpose of towing heavy payloads cannot do anything we bought it to do. We have a 42 ft toyhauler camper that cannot move from its current location, cannot be used, we've had to cancel two of trips so far this year already and with the information we're receiving from the dealership (or mostly the lack of any information other than its not their fault we weren't informed of this problem) we probably won't be able to use the truck as a 5th wheel tow vehicle as we had asked for a long time.To make things worse, this is also the camper my husband, who is in the process of going back to active duty and was going to use this camper since he was going to be a geobachelor and use it as his home. I believe we were told whatever it took to make the sale as the dealership was competing to get most vehicles sold that month.Desired Settlement: Take the truck back and give us our money back. I no longer want to support a company that lies or witholds information from its customers just to get a sale.

Business

Response:

I can imagine how frustrated **. [redacted] is with this. The

General Manager, [redacted] informed me that the factory parts required to

correct the situation are on National Back Order with Chrysler. **. [redacted] told

me that, at the time of the purchase, the 5th wheel capability was not

discussed in detail. Additionally he mentioned that he has interceded on **.

[redacted]’s behalf with Chrysler and of course would continue to do so if that was

helpful. We have no control over accessories or parts becoming unavailable by the factory. I am very sorry for the inconvenience this has created. We will continue to communicate her need with Chrysler in an effort to expedite matters.

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!

Review: I purchased a BRAND NEW 2009 [redacted] from Lustine [redacted] back in 2009. This past year I have noticed multiple swirl/haze marks all over my truck. I have taken the truck to three body shops so far and ALL of them have told me it is a factory defect. The swirl/haze marks are located underneath the clear coat.

I have contacted [redacted] directly regarding my paint in the past and nothing was done. I had the service manager at Lustine [redacted] allow me to meetup with District Manager Central Atlantic Region on September 18, 2014 at 11AM to show him the paint issues on my truck. I pointed out to the District Manager on my truck where the paint issues (Swirl marks and fading) were happening. He acknowledged that there was in deed an issue but told me that my truck was past the 3 years or 36,000 mile warranty. I told him that I have taken my truck to three body shops and each one told me that this is a FACTORY DEFECT with the paint and that [redacted] should cover the bad paint. When I told the District Manager this he agreed there was an issue with the paint but told me again that it's out of warranty. I asked for his business card and he told me that he didn't have any. I then asked for his official title with [redacted] and he REFUSED to provide me with his title. I had to call [redacted] to get his official title. (What kind of customer service is that for a District Manager to refuse a customer information). I provided the service manager with multiple copies of other [redacted] owners that are having the same issue on [redacted] from 2007-2010 that are painted White. Other [redacted] Regional Reps have PAID for [redacted] customers to have their trucks repainted as they admitted it was a factory defect. When I mentioned this to Tom Felde he didn't agree and refused to even contact [redacted] corporate to discuss options. He simply told me it's out of warranty and there is nothing I can do. I called [redacted] Corporate back today at 2:37pm and spoke with their customer care line to get the supervisors name that the District Manager reports to and they said he reports to nobody that he works directly for [redacted] Corporate. When I asked if I could speak with someone from [redacted] corporate that the District Manager reports to they would not provide me with a name or contact information. For a company that promotes membership for life they sure do not take care of their customers when things go wrong.

When I purchased my truck back in 2009 nobody told me that the paint warranty was only good for 3 years or 36,000 miles. If I had known that I would have NEVER purchased the [redacted] as that is to short of a time frame for paint warranty. There are other manufacturers that warranty their paint for much longer and I would have given them my business. That makes me think that [redacted] knows there is a MAJOR issue with their paint from the factory as why wouldn't they warranty the paint longer than just 36,000 miles or 3 years?

I've contacted attorneys to look into a class action law suit but also wanted to let the Revdex.com know what [redacted] Corporate is doing to their customers and the lack of customer service they are providing to them. All I'm asking for is to have [redacted] repair the defective paint job on my truck. Since the meeting at Lustine [redacted] I have not had a single call from [redacted] or from Lustine to follow up with my issue and help find a resolution.

Even the service manager sent me this in an email "... the pictures do not really show the discoloration in the white paint as good as it would in person" as we were discussing my truck over email. He even saw the obvious issues with the paint.Desired Settlement: I would like for [redacted] to have the areas that are defective repainted.

Business

Response:

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.

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: 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,

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:

[redacted] knows that there is a major issue with the paint jobs on White [redacted] from 2007-2010 but will not fess up to it. They put a low mileage/year warranty on the paint as they know it's an issue. Both the dealership and [redacted] have done nothing to help me out with this paint issue. Even when I provided [redacted] with multiple copies of statements from other [redacted] owners that are having the same issue they do not care. Recently my friends father brought his white [redacted] into the same dealership (Lustine [redacted]) and showed them the same paint issue that I'm having and the dealership told him they have never heard of anyone else having that problem. How can the dealership and [redacted] not admit that they have bad paint on these trucks? My truck was at this dealership just last month getting looked at by the Atlantic Regional Rep and both him and the service manage agreed there was an issue with the paint. [redacted] should look after their customers not just tell them sorry there is nothing they can do. This dealership has been getting away with lying to their customers. I wold like the Revdex.com to investigate them. As you can see by their current ratings of "F" others have a major problem with the dealership and [redacted] as well.

Regards,

Business

Response:

This dealership has no control over [redacted] Motor Sales warranty policy. The truck is not covered under factory warranty, Lustine has zero control over that.

Review: 10/11 purchase new car deal was great...told sales and finance I had my own financing with my bank and just need an sale agreement and would come back next business day to purchase car. they insisted that theycould beat my financing rate and guarenteed me there promotional rate...with approval from Sales GM and Finance GM, with aggreement I return with $1000 down payment in 30 days. I had car service on 10/18 (PPP & Window tint). No one said anything. 10/22 I contact finance informing them I will be in on 10/24 to bring deposit.. on 10/24 I get call from Finance that they decided not to approve my finance with them. I ask why she just telling me this she states she was on vacations. She informs me I have to get my own finance or bring car back in 24 hours...I agreed to bring car back...10/25 I go to return car, Finance refuse to talk to me and informes me to talk to GM thats available, he explains he had no knowledge of what was going on and wanted me to wait until 10/27 to talk to head GM and would have him contact me...In mean time I get my own financing. 10/27 no one calls me, I go to dealer that evening to return car...talks to same GM and informed him I wanted to return car and not go with them because of BAD SERVICE ...He insisted that I keep it and made me another offer on the sale of car.... which was baiscally the same, without the PPP, because that was included only if [redacted] financed it.... I gave the check, signed new contract...done deal...which I thought,,after 30 days no tags, return for them they had to do rush for them,,,,and on 11/13 I get call demanding that I still owe them $1000, and threating to charge my CC.. Called GM, he stated he will handle it.....Desired Settlement: I want written apology from everyone involved... especially the FINANCE Department they are the worst I ever dealt with in my 30 years of buying cars.

Business

Response:

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.

Review: over charge dis respict and over price and keep me 5 hours with sale and told interst 12% my crear is good 7.9Desired Settlement: need all sale people to replace

Business

Response:

I'm sorry but I do not have a customer with this spelling. It would be helpful if the customer could tell me what store and correct spelling of name.

Review: I am requesting your assistance regarding a transaction with Lustine Chrysler Dodge Jeep Dealership in [redacted], VA. Ten days after completing a purchase with Lustine, the dealership claimed financing did not approve the terms and insisted that I either agree to the higher terms or return the vehicle. We agreed that I could take a couple of days to evaluate my options, including alternate financing or purchasing with another dealership. Ultimately, I purchased with another dealership and returned the vehicle. Upon requesting a refund of my down-payment, the dealership attempted to honor the original agreement to lock me into the purchase. I repeatedly declined their offer and left the vehicle with them.

Your assistance is requested to investigate allegations of similar Bait and Switch attempts with Lustine, and to confirm that I have no further contractual obligations to the dealership. I have had witnesses at each interaction with Lustine, and can be reached for further details.

Business

Response: