Lustine Chrysler Dodge Jeep

Review: I went to the dealer ship to inquire about a new car. I informed the sales men that I had already got approved for a loan I just need the buyers order to take to my bank. I seen a few cars I liked but they were not in my price range. So me and a friend of mine test drove a car. I really liked it and wanted the buyers order to take it to my bank the sales men just kept on trying to sell me the car. Saying they can approve me. I told him no I have my own bank I just need the buyers order. He refuse to give me the buyers order so I left. I went back on the next day. And said can you give me the buyers order he said look we have the numbers you can get the car at $$$ a month and $$$ Apr I said no I can get a better Apr through my bank. Then again I said did you run my credit he said no. I asked then how do you know these numbers already he said we are going off the info you gave us I said OK cause I don't want you to run my credit. He gave me the buyers order I left. The third day I went up there I was pretty much ready to buy the car so I asked again for the buyers order for the 2014 cause he said I could get that with no money down. If I went through them I said no I want to use my own bank. While I was test driving the 2014 car I told him I'm all about trust so don't lie to me. He said OK. So while I'm sitting there in the lobby waiting for the buyers order for the 2014 my phones gets a beep. It's my credit alert. It showed me that they did over 5 credit inquiries. I was furious. I told him that was the deal breaker I ask you not to run my credit and you lied. The sales men says I didn't run your credit. But on my credit report it say Lustine Toyota and some other new inquires. So I'm am so upset my score was not great to begin with now I'm going to loose unnecessary points. I don't know what they can do to fix this but I have a witness on the first day I went up there about how adamant I was about them not running my credit. I'm sure I'm missing some fine details in my complaint. This is the meat and potatoes of my complaint. However I did sign something. He told me I was signing paperwork to get info on how much I owed on my trade in. I didn't give him permission to run my credit. I'm going to run this buy my lawyer and see if anything can be done. I do have a witness.Desired Settlement: I don't know what you can do get those inquires off my credit

Business

Response:

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

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:

Regards,

I never told them I had a problem with credit I had informed them that I was already pre approved for a loan at my bank. I told the salesman so many times that all I need is a buyers order. Do not run my credit. He said OK. The paper I signed, I will admit I did not fully read he told me he needed my consent to get the pay off on my car not to run my credit. These people are liars. They came to me with a offer no money down but I refused the offer. Then I asked them how did you get this offer without running my credit. There response was changing the subject and kept asking me what do we need to do to get you in this car. I have a witness my Co worker came with me the first day. They are not telling the truth and now I'm getting very upset cause I told the sales man if he lied to me then that was the deal breaker. Oh and if I had such a credit problem then why am I driving a 2014 impala with no money down

Business

Response:

Customer signed a credit app authorizing LTD Inc. to run his credit.

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:

Regards,

Yes I did sign. The salesman lied to me. He told me he needed me to sign that paper so he could get my permission to get my pay off for my car. I asked him before I signed was he running my credit he said no. All I know is Lustine dealership are liars and they are not to be trusted.

These guys are completely UNTRUSTWORTHY. After telling me a firm price for my trade-in on the phone, once I got to the dealership, the manager essentially reneged on his promise. (The dealership had previously appraised my vehicle, and we couldn't agree on a deal because of the low price the dealership was offering for my trade-in. So, this wasn't the first time looking at my vehicle.) Really disappointing experience. Would definitely stay away from these completely unprofessional sales goons!

Review: I LEASED A TOYOTA [redacted], I WAS APPROVED AND THEY HANDED OVER THE CAR TO ME, I ALSO TRADED MY CAR WITH THEM. AFTER COUPLE OF DAYS NOW THEY CALL ME TO GO TO THE DEALER TO DO SOME MORE PAPERWORK. NOW THEY ARE TELLING ME, I'M NOT APPROVED OF MY CREDIT AND LEASE TERM THAT I ALREADY SIGNED AND WAS APPROVED OF. NOW THEY ARE ASKING ME TO GIVE THEM MORE MONEY, IF NOT I'M NOT APPROVED OF MY CREDIT, I CURRENTLY DRIVE THE [redacted], HOW CAN THEY HAND OVER THE CAR TO ME AND DO ALL THE FINANCE/CREDIT WORK AND LATER TELL ME, I'M NOT APPROVED? WHY WOULD THEY GIVE ME THE CAR IF I'M NOT APPROVED? I'M SINKING INTO DEPRESSION NOW

I MADE 2 TRIPS TO THE DEALER ABOUT THIS SITUATION AND THEY TOLD ME TO COME BACK LATER. FIRST TIME THEY TOLD ME TO COME BACK LATER BECAUSE THEIR GENERAL MANAGER ISN'T HERE AND THEY WILL CALL THE BANK TO APPROVE ME WHEN I COME BACK, SECOND TIME I GO AND THEY SAID THEIR GENERAL MANAGER ISN'T HERE

THIS IS REALLY BAD INCONVENIENCE. BAD BUSINESS PRACTICE, NO PROFESSIONALISM.Desired Settlement: I WANT THEM TO HONOR THE CONTRACT I SIGNED AND LEAVE ME ALONE

AND I WANT THEM TO LOWER MY MONTHLY PAYMENT DUE TO HARASSMENT AND MENTAL DEPRESSION

IF THEY DO NOT RESOLVE THE ISSUE I WILL TAKE IT TO COURT.

Business

Response:

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.

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 came to the dealer twice, not once did anyone tell me return the car to dealer. They told me to come back at later date so they can speak to their general manager or give them more money, they also told me they can turn it into a purchase which will bring my monthly up. They are giving false statement now. I do not appreciate them lying like this.

Regards,

Business

Response:

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.

Review: We purchased a jeep from Lustine, which we traded in for another vehicle at the beginning of August 2013. We were required to purchase GAP insurance, and also purchased the extended warranty. Proof that we no longer owned the vehicle was taken to Lustine during the first week of August, and we were told the refund of the prorated GAP and warranty would be processed. We received nothing. In mid-November, we went to Lustine to inquire as to the status of the refund, and they could not locate any information, and they again were given the paperwork. We finally received a letter from Warranty Solutions that the date of cancellation was 1-6-2014 (5 months after we had cancelled) and that we would receive a check within 30 days from the dealership, and the GAP refund was to come directly from the dealership. On April 4, 2014, I complained to their online "contact" since the telephone number listed was not answered. I received an email from [redacted], Internet Sales Manager of Lustine, that he would check into the matter. To date, we have not received a refund for either the GAP insurance or the extended warranty.Desired Settlement: I believe the refunded amount for both the GAP insurance and the extended warranty should be in the neighborhood of $1500 - $1800, using 8-5-13 as the correct cancellation date.

Business

Response:

6/2/14To Whom It May Concern:[redacted] came into our dealership mid-February questioning about her refund for her cancellations. She spoke with our comptroller and the checks were sent out the next day for the cancellations. [redacted] obtained an attorney and all contact has been made from our Comptroller to their attorney. The customer is asking for compensation for the 5 months difference when they originally came in to cancel their warranty. Unfortunately we cant back date a warranty without proof that the customer came in August of 2013. We cancelled the warranty with the paperwork that we had on January , 2014. Nothing was stated when the customer came in about the date of the cancellation. At this time, our dealership has done everything that the customer has asked of us. If you should have any additional questions regarding this matter, please feel free to contact me with the information listed below. I thank you in advance and look forward to hearing from you. Sincerely,

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]'s response is a complete and utter LIE. I have not returned to the dealership since the automobile was purchased in 2010 -- it was my husband's vehicle and he made ALL of the visits to the dealership -- in August and in October 2013, when the information and proof of disposition of the vehicle was given once again, this time to [redacted], Finance Manager. No one went to the dealership in February 2014, although I began emailing the dealership about that time when refunds had STILL not been received. No checks were sent out by the dealership in mid-February, although they did request that the GAP insurance company back-date the refund request, as noted in the attached correspondence from Safe-Guard. After our attorney wrote to the dealership on May 15, 2014, a check (partial payment for the warranty insurance refund) was written on June 2, 2014, but did not address the 5-month delay in the dealership's cancellation of the policies.

Regards,

Business

Response:

6/2/14To Whom It May Concern:Please see the attached copy of the warranty check that was sent to [redacted]. As previously stated, we cancelled the contract back in January 2014 when we received the cancellation paperwork. Unfortunately, without the proper documentation to provide to the warranty company, we are unable to back date it for five months as this customer is requesting. [redacted] is more than welcome to contact the warranty company and address the back dated issue that she is concerned about. Lustine Dodge cancelled the warranty when we had the appropriate paperwork and have resolved this issue on our end. If the customer would have any additional questions, they can contact warranty solutions regarding the difference and they would be more than happy to back date the contract for them. If you should have any other additional questions regarding this matter, please feel free to contact me with the information listed below. I thank you in advance and look forward to hearing from you.Sincerely,

couple weeks ago we went to this dealer to buy a car, we made an offer they did not like it and we left, but then on 03/31/2015 we were contacted by one of their sales reps and offered us a car for the price we wanted indicating that his manager asked him to contact us and see if we want the car for the money we offered earlier. We said alright sounds great we will be there. Once we got there they started to act really nasty and treated us very badly saying that they are not going to give us the car. Humiliated us very badly starting with the sales rep for new cars and then the finance manager a very unpolite and uneducated person who is dealing with hundrerds and thousands of customers financial information insulted me and my family telling us to take our ridiculous offer and go some where else. First of all it was your delaer who contacted us with the offer. How would people go and trust their business to people like that or to business like that?
They texted us with their offer and we liked it we went to get the car but they denied and insulted us which I don't appreciate at all. The sales manager was sitting there and listening to all the arguments but trying to do nothing because he knew they are at fault and they missed it up by offering us the car and then not honoring it. They did not even appologize for their un professional and nasty behaviour. I also have the text that we got from thier sales rep. with the offer.

Review: I found a car at Lustine Toyota - 2010 Toyota Corrolla Sport with 56K miles for $11,500. After 7 hours of being there and the Finance manager pushing me to add diferent featurs to the car that I did not agree to he continue to tell me that the insurance comapnay would pay me the Kelly Bluebook value for the car in the amount of $13,982, so I understood that be processed my paper work for the amount of $13,982 instead of the sticker price of $11,500 that I had discussed with the sales associate. He refused to change the amount to the orginal $11,500 that I wanted to buy the car for. My payments are much higher than I can afford because of this issue and I was also lied to that their 5 year warrent on windows and tires and other additional issues were included and thats why my amount was so high. After having my father read over the contract I found out that I was lied to and that I was charged the $13,982 and do not have the 5 year warrenty. I want the difference of the amount off of the loan as well as the 5 year warrenty added to my contract. I am unsure what to do I feel taken advantage of because this is the first car I have ever bought.Desired Settlement: refund of $3,482 as well as a 5 year warrenty (totaling $1,000.00 added to my contract.

Review: For my 2009 Honda CR-V purchased in late May 2013, I was offered a warranty for Auto Maintenance (that I verbally rejected) to [redacted] for $2,000 at the time of contract signature in May. Afterwards, I found out that the maintenance contract was slipped in against my wishes. I did not want this coverage, and the [redacted] contract had a 30-day cancellation clause, so I completed the cancellation requirements in June. Fast-forward to September, and I contact [redacted] to check on the status of my warranty removal after 2 months of no contact and several emails/calls. The service person at [redacted] stated (three months after the purchase of the vehicle) that a third, unknown party has a maintenance warranty on my car for $2,000, [redacted] "cannot be cancelled because it's free" and I need to "work with the dealership on finding out who the real holder of my maintenance service is. I believe that Lustine Dodge Jeep uses [redacted] as a "cover" for the actual holder of the maintenance provider in order to have the window, if any, for cancellation elapse without prior written or verbal notice.

I have attempted to contact the General Manager, [redacted] dealership servicer and finance department at Lustine Dodge Jeep to find out what the $2,000 is attributed to, and I have not received a response nor callbacks--just endless streams of voicemails. My contract does not list in writing (nor was I told verbally) the unknown third-party on the line where the $2,000 charge is located, so as the first step in taking action against Lustine Dodge for their business practices, I am requesting a review, information on what I was charged for, who received my $2,000 (instead of [redacted]) and a refund for contractual misrepresentation/omission. I did not receive any information or additional contract for the unknown third-party, which was misrepresented as [redacted].Desired Settlement: I will request a voluntary refund of $2,000 from Lustine and the reveal of the company/entity that has a "maintenance" contract (no information has been transmitted regarding the "services" provided by the unknown third party) for my car.

Review: In Aug 2013, my wife and I purchased a vehicle from Lustine. During the contract signing with the finance department we decided to purchase a maintenance plan (oil changes, etc) and the extended warranty, $1450 and $2988 respectively. Following an excessively bad service experience at Lustine, the service department notified me that they were going to comp my service and I would not be charged anything. I explained to them that they did not need to comp the service because I had prepared for five years worth of service. They notified me that I did not have a maintenance plan. This was a line item on my contract and I was able to show that I did, in fact, have one. At that point, my level of frustration with the company was high, so I told them that I simply wanted a refund, to which they agreed because they had never filed any paperwork. During refund discussions with the finance officer, I asked about the terms of my warranty because I had never received information on the plan, despite having called and requested the information on two occasions since purchasing the car. On both occasions I was told they would send me the info about the warranty. I asked the finance officer how many years my warranty covered and she entered my information into the system. After staring at the computer for a minute or two she said that she was having computer problems and she'd call me with the details. She never called. Two days later I became suspicious that the warranty was never filed (despite paying for it), so I contacted the warranty company who confirmed that I did not have a warranty. All this to say that Lustine pocketed almost $4500 between the two plans. They never notified me of the problem and, even though they agreed to refund the maintenance plan, they refused to accept calls or reply to emails with my account information (to pay towards the auto loan). I am confident that they simply accepted the money (all on my contract) and were counting on me not having a claim. If I had not, on my own, contacted the warranty company, I would have been out of luck. It's possible to chalk this up to a clerical error, but they have had at least three occasions to notify me that the warranty was not filed. I subsequently contacted Chrysler corporate offices, who confirmed the lack of warranty and have opened a case. They also contacted the dealership and, after Chrysler contacted them, the finance manager from Lustine called me and has agreed to reimburse me for the cost of both plans. However, this has not actually occurred and they have not sent me an email confirming the agreement as they stated they would.Desired Settlement: I am reasonably confident that I will get a refund (though I wouldn't be surprised if I had to fight more for it), but I am quite certain that this is a standard practice of this dealership. If they even do this on a small portion of their warranty/maintenance plans, they are pocketing a considerable amount of money. From me alone they pocketed $4500. At no point have they made an effort to pro-actively tell me that they did not file this information and they have not provided an explanation of what happened. I want two things: My money back and this to not happen to other (unfortunate) clients. I am confident there is an intentional element to this and that it's borderline fraudulent.

Business

Response:

[redacted] spoke to [redacted], our Business Mgr, on the morning of Wed Sept. 17th, 2014 and she let him know that she would insure that he was refunded for the two warranties that he had purchased. The next day she emailed [redacted] a copy of the refund check. We have been very apologetic to [redacted] for this unfortunate mishap on our end, but it was definitely unintentional. Never the less I understand it was extremely frustrating to [redacted] and for that we sincerely apologize.Thank You,[redacted]

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:

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.

Review: I would like to request your assistant with Lustine Toyota Dealership in [redacted] VA. I think it is a bad yo yo sale/spot delivery scam/practice. We bought a new Toyota [redacted], final price (walk-out-door): $25964.65 at this dealership on June 26, 2014. I am co-sign with my mom. We look for financing option with Toyota for this purchase. Now a part of the negotiation, I am qualified for $750 college grad rebate program. You can read more about this program at toyota website: http://www.toyotafinancial.com/pub/w/#planning_center/financing_options/buy/coll...⇄ />
Basically it says:

"Making the grade: How to qualify

To qualify for the rebate, you'll need to meet the following graduation, employment, insurance and credit criteria requirements.

•Earn your degree. To take advantage of the program, you must meet one of the following:

?Have graduated from an accredited four-year college, university, or registered nursing degree program during the last two years or graduate from such a school/program within the next six months

?Have graduated from an accredited two-year college during the last two years

?Be enrolled in an accredited graduate degree program or have received a degree from an accredited graduate program during the last two years"

Now, during the negotiation, I told the saleperson 2 things: I graduated with Bachelor degree at [redacted] University in Summer 2012, and I enroll in a master program in Biotechnology at the [redacted] University on Spring 2013. He said I was qualified for the rebate so I only need to submit my Bachelor diploma. So because I want to drive the car home that date, the financing guy made us sign 2 contracts, one with qualified rebate and one without the qualified rebate. His reason was since I did not bring any documentation to prove that im qualified for the college grade rebate. So the next day, I brought my diploma and he said the contract was fine. 3 weeks later (july 23rd), he called us and said that we are not qualified for the rebate because the diploma was dated on May 2012, which was more than 2 years. I said ok, and submitted my unofficial transcript to show that I got accepted to [redacted] University on December 2012, and took 2 courses on Spring 2013. This proves that I am "enrolled in an accredited graduate degree program OR have received a degree from an accredited graduate program during the last two years" in which stated in their own policy with regarding college grad rebate. However, they won't accept that. They want me to prove that I am taking classes for the Falls 2014 semester. I told them I am taking semesters off to work to pay for my college, while maintaining an active/eligible status with [redacted]. However, they refuse to settle the financing and want us to come back to sign a new contract without $750 rebate. Please keep in mind they are still having 2 contracts to swing with either way they want. The temporary tag is already expired and they just issue us a new temporary tag. We are very upset with the whole experience and our life was interrupted in any possible way.Desired Settlement: So, after harrassing us for more than a month, and leaving a bad taste in customer experience, I would like to the business to do either one of the following options:

1. Accept and process the latest contract with $750 college grad rebate program included, and ALLOW us to buy the car and make the purchase.

OR

2. Negate the contract. Let us return the [redacted] and refund our money, including down payment and any other fees included. We deposited down payment: $1000 in cash and $5000 in credit card (total of $6000)

Business

Response:

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

Review: My husband and I went all of the way from [redacted], MD to [redacted], VA because of the "deal" that we would be getting at Lustine. We got there and they told us that we could not get the van for the price that was shown online. We still decided to get the van because they were promising us an 8-year maintenance plan with the van. The Dodge [redacted] is rated as horrible on consumer reports, but we thought with the 8-year plan we would take really good care of it and hope that it would last us. We bought the van on 10/08/13. We are now due for our first oil change and the maintenance plan is not in their system. I have been through several people at the dealership only to end up at the Vice President, [redacted]. He told me that he would "consider" giving us a 4-year maintenance plan only if I sent him a letter that we would not seek legal action. With the way he was talking, I don't believe he plans to give us this 4-year plan and just wants something in writing from me that we won't seek legal action. We were lied to by the sales people when we bought the van and now don't have anything to show for it. I probably would take the 4-year maintenance plan and give up at this point if I thought he was actually going to give it to me, but it is really upsetting because we were promised an 8-year plan. He says there is no such thing, but then why was this promised to me??Desired Settlement: At the very least I believe I deserve a 4-year maintenance plan.

Business

Response:

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

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 promised an 8 year maintenance plan. The response from **. [redacted] is so upsetting because none of it is truth. I will never go there again and I will make sure that everyone that I know stays away from that place. It's really sad that people can be this awful.

Regards,

Review: I brought my 2008 Toyota Camry Hybrid to Lustine Toyota on 30 August 2013 with a complaint of a sort of jerking while driving. I was told by the representative ([redacted]) that the technicians would test drive my vehicle and try to recreate the problem. It was to my understanding that a road test and a computer diagnostic were two separate services. I was also told if the problem could not be found the shop charge would not apply. The dealership performed the road test and could not recreate the problem and proceeded to perform a computer diagnostic without verifying whether or not I indeed wanted a computer diagnostic. The computer diagnostic revealed some issues with my vehicle. I informed the representative I did not want the repairs completed. When I returned to get my vehicle (after over 5 hours) the representative proceeded to deny everything she told me when I dropped my vehicle off. I told her had she called me I would have declined having the computer diagnostic completed. I questioned why both the road test and computer diagnostic were conducted and it was explained that it is one diagnostic and the shop charge would apply. The representative informed me that she had already asked the manager if the shop charge would be charged and was informed that it would be. I asked the representative why she felt the need to ask the manager about the charge and she responded that "she felt I would have an issue with it". I am a [redacted] female and she is a [redacted] female. I spoke with the manager who was the one to explain that the road test is part of the diagnostic. I paid the shop fee and declined anything else from this business. If I had known a computer diagnostic test would have been conducted I would have taken my vehicle somewhere else, because quite honestly the shop charge is really steep. I felt I wasn't given all the details of the diagnostic and had to pay for something that does not let me know exactly what is going on with my vehicle and something I didn't ask for. I also feel the representative was using a discriminating stereotype by asking the manager about the fee because she felt I would have a problem with it.Desired Settlement: I want to following:

1. In the future, representatives to explain in writing what services consists of and detailed cost/price breakdown.

2. Written justification of why a road test would cost $120 and/or actual cost of conducting a road test.

3. Written apology from the representative for blatant discriminating and stereotyping me.

4. Based on #2 a refund of the cost of the computer diagnostic which I did not want in the first place.

Business

Response:

**. [redacted], Lustine Toyota's Service Director, reviewed the original work order in regards to **. [redacted]'s visit.

This was her first visit to our service department as far as our records show. **. [redacted] was informed of Lustine's "diagnostic/checkout charge" in advance by [redacted], the Service Writer handling **. [redacted] at the time.

The amount of that charge was stated to be $120. We have all service customer's sign a "check in sheet" which has the "minimum diagnostic charge" circled. As part of the diagnostic we had a technician drive the car 5 miles, checked the transmission fluid condition, inspected spark plugs (found to be"fouled"), ran a health check on the system and recomended ....

A spark plug replacement

A transmission fluid exchange

Cleaning of the Throttle body

Of course, we offered to waive the diagnostic charge if **. [redacted] proceeded with the repairs. She declined. This resulted in us charging for diagnostic.

The technician involved spent over 1 hr accessing the items mentioned. It is our service technician's opinion that the car has not been maintained properly.

[redacted] (our Service Manager) spoke with **. [redacted] at the time and stated that she had no concerns in regards to "stereo-typing" at the time.

Of course, we want all our service customers to have a pleasant experience when they visit our service department. It is obvious that **. [redacted] did not. For that we are truly sorry.

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 information provided by the business is not correct. I was told by **. [redacted] that "if they could not find the cause of my issue there would be no charge". This company made up services, which were not needed in order to justify charging the diagnostic fee. I was told my spark plugs needed replacing, my water pump was leaking, and the throttle body on my vehicle needed cleaning. I have since taken my vehicle to get a second opinion and there is no evidence of any leakage of my water pump. This business quoted me a price of $525 to replace my water pump when there is nothing wrong with it. This company is suggesting unnecessary repairs in order to get business. I did not have any warning lights on for any of these items, yet when their mechanic "diagnoses" my vehicle all these issues magically appear. I did not mention **. [redacted] statement when I spoke with **. [redacted] because I had already been at the dealership almost an hour and this is after waiting over six hours for my vehicle to be ready. The timing of **. [redacted] becoming aware of the racial stereotyping does not negate the fact that **. [redacted] was rude and made racial assumptions. Lustine Toyota will never get any of my business nor will I recommend them to any of the military forces I serve with in this area, especially if they are going to tolerate blatant racial profiling and stereotyping.

Regards,

Review: I do not have a complaint about the Price. My complaint is about being lied to about the price. I Saw the MSRP which includes Destination charges was higher than the price I was being charged for. I asked the Sales manager why this was so, and he said it did not include freight and handling. So my price was $1100 more than the MSRP. I was not satisfied with his answer and later I found a sales slip in my car for the same car that had the MSRP including freight. So Somehow my price did not include freight, but for this other customer it included Freight. I spoke to another manager he told me it was because they gave me more for the price of my trade in. So someone is lying it is Either, Freight or it is because of the price of my car. I don't think either is the answer. I don't think the MSRP has anything to do with the price of my trade in, I never made an issues about my trade in. I never even asked them what they gave me for it until I was almost closing. So I never pressured them to give me more for my trade in. Later I emailed their sales department and I asked specifically if the MSRP that includes Destination also included Freight and Handling charges & It took several Emails but I finally got a straight answer of Yes. That is my complaint he told me it was not included in that price and I got an email confirmation saying it was in that price. If someone tells you ti costs more Because of a specific reason, then you find out that was not the reason. Now I have a work order from another customer saying it was in that price, I went to other dealerships and they said this is pretty standard and is in the price. To go further, I emailed Lustine Toyota, right next door and got an email directly from the Sales Manager he also said at the other Lustine Dealer it was included. This is Toyota, but it is Lustine. I'd have to assume they would have similar policies.

My brother went the next day to the dealership and started a deal on a car, and asked if the MSRP delivery rate also included Freight and handling. They told him yes

2nd part of this complaint is the Finance person extended my loan without discussing it. He told me the Extended warranty added only $16 to my loan a month. SO I said sure basically. Later I saw he added three months. SO it did not only add $16 a month, It added $16 a month and 3 more months. I didn't even know it was possible to add just three months.

The lies bother me because I would have said no if they told me they were charging me for MSRP. I would have said NO, if they told me they added 3 months and $16. They did fix the warranty problem.. They half way fixed the other problem. So I give them A for effort, but Im still not satisfied with the result.Desired Settlement: An apology over adding 3 extra months without my Verbal consent.

An apology for telling me the MSRP Delivery Charge did not include the Freight.

And $540 sales tax etc... to finish getting my Van to the right price, and then they can keep the oil change package if they want too.

Review: Hello, I purchased a 2013 Toyota Sienna AWD on 14 April 2013 for approximately $39,500. At the time of the purchase, I traded in a vehicle for $12,000. I also made a down payment of $18,000, leaving a balance of approximately $9,500. I specifically informed [redacted] (Finance Agent) that I ONLY wanted to finance the vehicle through Toyota Motor Credit and NO ONE ELSE. I also specifically mentioned that I did not want my credit shopped around. [redacted] informed me that my credit application would only be through Toyota Motor Credit. During the week of 15 April, I received a call from Toyota Motor Credit and [redacted] requesting a call back (they left voice messages). I returned Toyota Motor Credit and [redacted]'s call back several times, but never received a return call. On 19 April 2013, I received a letter from [redacted] that my credit application from Lustine Toyota was DENIED. WHAT? I never applied for credit through [redacted]. I immediately called Lustine Toyota and spoke with another finance member ([redacted], I think) who informed me my credit application was through Toyota Motor Credit, but I was also referred to [redacted]. I informed [redacted] that I did not appreciate Lustine Toyota shopping me to other credit agencies. I asked to speak to the Finance Manager. I was connected to [redacted]. I explained to [redacted] the credit application situation. [redacted] requested to take a look a the file and follow up. I informed [redacted] that I was frustrated and that I would go in on Monday, 22 April and pay the vehicle off in full. On Saturday, 23 April, I received a certified letter from Lustine Toyota that outlined an IRS Form that indicated I made a cash payment of $7,200 towards my vehicle purchase, WHICH WAS NOT THE CASE. I never paid any cash for the vehicle I purchased. I only paid by check ($18,000 Down Payment). I called Lustine Toyota and spoke to [redacted] and outlined my concerns. [redacted] said she would take a look and ask [redacted] (Customer Service Rep) to call me. [redacted] called me on 24 April and I outlined my frustration to this point (1. My credit being shopped to [redacted] and 2. The IRS form with incorrect information). On 25 April, Monday, I spoke with [redacted] and informed her I would go in later in the day and pay the vehicle in full - I was reconfirming my appointment. I also asked [redacted] to provide the payoff balance. [redacted] did call me back and informed me the payoff balance which was $500 higher than the previous payoff balance which [redacted] provided to me on 19 April. [redacted] informed me the increase in price was due to losing some incentives by paying the vehicle off. I informed [redacted] that I did not want to lose the $500 so I asked her to proceed with the credit application through Toyota Motor Credit, which she confirmed. My credit application with Toyota Motor Credit would move forward. During my discussions with [redacted], I requested Lustine Toyota provide a written explanation to the credit agencies regarding shopping my credit to [redacted] and the error was due to Lustine Toyota and not me (the customer). [redacted] said she would look into a way to resolve the issue. On Tuesday, 23 April, I received a call from [redacted] (Customer Service Rep) who was following up on my case. I informed [redacted] that [redacted] and I had worked out the credit application situation, but I still needed resolution on the [redacted] Credit Denial issue. I also asked [redacted] that I would like a written statement regarding the errorneous tax form that Lustine Toyota submitted to the IRS in my name. [redacted] said he would look into both issues and follow up. [redacted] specifically informed me that he would call me the next day and follow after he spoke with [redacted]. On 24 April (Wednesday), [redacted] called me and left a voice message informing me that he was still working the action. His message stated he would follow up with me on 25 April (Thursday), which did not occur. On 25 April, I received another letter from Lustine Toyota that was the IRS form resent, but this time with a hand written note stating "VOID this customer didn't provide $7,400 - cash." I immediately called Lustine Toyota requesting to speak with [redacted] was not available, but I did speak with [redacted] who said she would look into the issue. I spoke with [redacted] later in the evening and she informed me that [redacted] and [redacted] were trying to figure a way to resolve the issue. I want to STRESS that I specifically asked Lustine Toyota to NOT shop my credit around, which they did and now I am being informed Lustine Toyota did shop my credit so they could find me the best rate. I DID NOT ask for the best rate, I ASKED FOR financing only through Toyota Motor Credit. [redacted] did not provide a update on the IRS issue of Lustine Toyota sending the IRS a statement that I provided a cash down payment, which was not the case.Desired Settlement: 1. I want Lustine Toyota to write to all the credit reporting agencies and informing them that **. [redacted]'s credit application should not have been shopped around (should not have been sent to [redacted]). I also want an original letter to maintain for future reference if I run into any issues applying for credit in the future.

2. I want Lustine Toyota to write a letter to the IRS informing them Lustine Toyota made an error by sending them IRS Form 8300 on **. [redacted]. The letter should specifically state **. [redacted] DID NOT make any cash payment towards his vehicle purchase. I would also like to receive an original letter for future reference in case I have issues in the future with the IRS.

3. A letter of apology for putting me and my family through so much frustration and pain over Lustine Toyota's TERRIBLE customer service.

Business

Response:

Let me apologize for any inconvenience or miscommunication that any of our employees may have created during **. [redacted]’s recent transaction. I have spoken with all the people mentioned in **. [redacted]’s letter.

The issue, in regards to the IRS notice resulted from a name error. No notice or paperwork was ever in fact sent to the IRS.

In an effort to get **. [redacted]’s vehicle funded **. [redacted] made a decision to engage another lender. In this case [redacted]. Prior to this **. [redacted] was informed by Toyota Motor Credit that they were “having a problem” getting in touch with **. [redacted]. It was after this that **. [redacted] decided to submit to PNC at better terms.

Obviously, we strive to provide a level of service commensurate with all of our customers’ expectations. Again, I am sorry we could not achieve that in this case.

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 at no time did Lustine Toyota communicate with me that Toyota was having a difficult time reaching me, which is not the case. I am prepared to submit phone records to a third party to show my continuous effort to reach Toyota and Lustine Toyota after they left 1 voice message. Lustine continues to make false statements regarding my transaction. Why did **. [redacted] pursue another lender when I informed her I did not want to finance through another lender. Again, I am prepared to submit phone records, if LUstine is agreeable as well, to a third party to determine who was making a greater effort to communicate. Lustine is perpetuating their false statements by making new false statements. At no time did **. [redacted] inform me she was looking to finance through another lender. Why did she make this unilateral decision wihtout communicating with me first. [redacted] DID NOT RETURN MY PHONE CALLS. It is difficult to communicate with someone when they won't communicate in return.

Review: When I went in to negotiate the purchase of a new car I approved Lustine to do a credit check to verify would qualify for the low interest loan as advertised (0% for 60 months).

As expected I did qualify as my credit record is impeccable. However, I did not buy the car as their sales pitch and the flurry of calculations provided by their credit manager ([redacted]?) did not get me to the price I wanted to pay. So I thanked them and left.

A few days later I saw the price of the car on their website had been lowered so I called the salesman back and gave him my rock bottom offer. I agreed to come in later to have my trade-in appraised....BUT....after first stopping home I found in the mail a credit card issued to me by GE Retail Credit. Under my name I saw the name of the dealership (Lustine Dodge Jeep embossed on it). I called GE credit and found I had been given a $5000 credit limit. Needless to say I cancelled this card immediately.

I then went back to Lustine and found that we still could not complete the deal on the new car as they could not meet the price I was willing to pay. So before I left I show the salesman and the sales manager ([redacted]) the credit card I had just received and asked how did I get this when all I approved was a credit check to purchase a car not a credit card with a 29% interest rate. They both stated they did not know anything about that. So again I left. Late that evening [redacted] called and wanted to still try to work out a deal on teh new car. I told him I would not want to do business with any firm that opens up credit accounts in a customers name without the customers knowledge.

This practice has me very concerned. I have purchased several new cars and none of them resulted in my getting a credit card. My guess is that the dealership either gets a small fee for each card they get issued, or some percentage on any amount the unknowing customer charges to the card.

This practice is at best deceitful and at worst fraudulent.Desired Settlement: I want to be assured that my credit record is not further misused by this dealership or by anyone else as a result of my authorizing them to run a credit check so I could simply purchase a car. And I would like to be certain that no one else has to go through this scenario.

Thank you very much for your assistance.

Review: We agreed on a price of $14,788 for the [redacted] with [redacted], the GM. When he returned with the agreement there were two additional fees, $499 Processing Fee and $995 for the Lifetime Powertrain Warranty. I told him I was not paying any additional fees. He said that I had to pay the lifetime Powertrain fee and I could not opt out of it. I told him multiple times that I did not want the Lifetime Powertrain warranty. The following is from their website:(We ensure that our customers are satisfied not only at the time of purchase, but for the life of their ownership. We are so convinced of the quality of our products that we give a LIFETIME Powertrain warranty (the longest warranty of any dealer) at No Charge. I did not see this until I got home Saturday night or I would have walked away from the deal.When they wrote up the agreement for financing, they put the $995 into the price of the vehicle and I also had to pay MD 6% sales tax on the $995.

Also being contested is the extend warranty. [redacted] asked if I wanted an extended warranty and I said no the first time. [redacted] said if I bought the extended warranty, she would lower the interest rate from 2.99% to 2.74% and it would only cost $3.00 more per payment.So I added it.ed it. The cost for the extended warranty was $2244.75 with tax. By my calculations it is $48.00 more a payment. I have been trying to contact them since 11/13/2014 about cancelling the extended warranty and they will not return my emails or phone calls.Desired Settlement: A refund of $995.00 plus 6% MD sales tax. Cancellation of the extended warranty and cost taken off of the loan plus any interest.

Business

Response:

Dear **. [redacted],

I will start by saying, it takes a lot for me to put into words how negative an experience I may have with a place of business, mainly because I often give people/businesses the benefit of the doubt. However, I have never felt so disrespected, deceived as well as discriminated against than what I experienced at Lustine jeep in Woodbridge. I hope after reading my story, I can impact a leadership change at this car dealership. The lack of professionalism and integrity is seriously a problem in this line of work. And it starts with their general manager Jason Dill. I attempted to purchase a Jeep Wrangler, I had my own financing but was continually haggled to do financing through their banks, to the point that they would not give me a purchase order to take to my own bank. Their staff constantly contradict the facts associated with the car i.e. Price, warranty- associated with the year make and model of the car etc. I am convinced that the prior negative comments about this dealership are real, and should be taken seriously. I am in the process of getting legal advice because I truly feel that their actions were deceptive and discriminatory.

Review: My wife and I went into Lustine [redacted] to test drive the 2015 [redacted] Black on Black and if the vehicle and price was right we would purchase it. The sale person helped us out, and we took a look at the vehicle. We went to finance and and a lady name Delma C[redacted] helped us out wrote her name and cell phone just in case if we had any questions. We got out of the finance office, Our 2015 [redacted] is NOT black on black, we refused to get the car but they insisted that they will get the right vehicle for us with in few days, and to drive this car as a loaner. I Also put down $5,000 they said they will put a hold on the card until its resolved and we get the car. I came home and I felt I was cheated the whole time picked out the car color and paper work at no time the sales person or the managers or the finance lady told me that the vehicle was not there and pulled a fast one on me with the paperwork. Unaware of the color both on the inside and out of the vehicle they gave me a vehicle I didn't want. Pressuring me through the paperwork process and reassuring me that everything would be in order. They cheated me from the vehicle like I'm color blind.

I went back and told them I don't want the car I refused to buy anything else since I did not pick up the car and they tried to sell me the wrong car. When they heard that, I swear no one at Lustine wanted to help me. I felt very pressured by the managers and the sales person the whole environment made me feel so uncomfortable, I felt Cheated once again. I gave them there car back and left the dealer. The next day I see they charged my bank card $5,000. In no business this is right. I called them many times and you cant get a hold of anyone if your trying to dispute anything. If I wanted to talk to a manager about buying a car I would get hold of them. It was clear that I was getting robbed. Finally they called me I explained I don't want to buy a car and would appreciate it if they deposited my money back into my account. Its been a week and still no answer from them

Spoke with Delma C[redacted] she was surprised I had called her, she asked me how I got her number as if she does not know me. I explained to her the situation, once she understood the situation she was furious at me and kept talking over me and I would stop talking and once I start talking again she was raising her voice and trying to prevent me from talking. Now they are telling me that the vehicle that they had given me to drive until I got the one I originally asked for, I am now stuck with and I cannot do anything about it. I am not in possession of the vehicle which was "loaned" to me and I am now being charged for it, Please address this situation as soon as possible, thank you.Desired Settlement: $5,000 returned back to my account

Business

Response:

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.

Review: We have had many problems with Lustine Toyota this past two weeks and these are the problems that arose during the 8 visits to the dealership in [redacted], Virginia.

We first visited Lustine Toyota on July 20, 2014 to purchase a 2011 Prius. The reason we went to this specific location was because we were told that we could purchase the car for $16,000. We were looking online for prices and deals and we contacted Lustine Toyota because this dealership offered the lowest price. When we visited Toyota on the 21st, we agreed to purchase the car for $18,000, including the processing fee and tax.

On the same day, we spoke with Brandon B[redacted], a certified sales consultant. He showed us the car and told us that he was going to clean the insides of the car and paint the outside of the car for scratches. So we agreed to buy the car for $18,000 with those conditions and purchased it.

After we signed the contract for the purchase of the car, we were given the car and realized that the car was in very poor condition. The right side of the bumper was cracked, the scratches were still there, the insides were not cleaned, and there was only one car key. So we asked Brandon where the second key was, and he also looked for the second key. When he was unable to find the second key, he told us that he would ask the previous owner and give us the second key. However, he did not tell us that we could not receive the second key if the owner did not have it. So we assumed that we would have the second key. He also told us we would have the bumper replaced and the car cleaned (inside and outside – scratches). We were not informed that the bumper was cracked before we bought the car.

The next day, we visited Toyota again to show the conditions of the car to the service center. After we were promised that the car was to be fixed, we left the dealership.

After we got back to our home, we looked at the signed papers and realized that the total price of the car was $23,209.27. This price included extra options that we did not want. So we went to Toyota again the next day to ask why the price was different. We showed the papers to Brandon and he acknowledged the financer’s mistakes and told us to come back the next day because the financer was not in the dealership that day. This was the third visit.

On the fourth visit, we met with Delma Cueto, the FSM, and she corrected the price problem and we received new copies for $18,028.00. We asked her if we should sign the papers again and she said that it wasn’t necessary. After we received new papers, we spoke with Brandon again about the second key and the bumper issue. He told us that he was going to give us the second key once he calls the previous owner. He said he had not called the previous owner yet. Delma also promised us that we will get the second key and said she would call us the next day. In regards to the bumper issue, Brandon told us that he ordered the parts for the bumper and told us to come back to the dealership when the parts arrive.

However, we never received a call regarding the second key.

On the following Monday, we received a call, informing us that the parts for the bumper arrived. We made a fifth visit and met with a service man and showed him our car. He promised to fix the bumper, clean the inside of the car, and paint the scratches. We asked him about the second key again and he told us that he would call the previous owner. Lustine Toyota had not called the previous owner yet and we continued to make visits. On this day, we left our car at the dealership for repair and came back home with a rental car.

On Tuesday, we made a sixth visit because we received a call from Gary, telling us to come because the car was fixed and ready for pick-up. So we went again, and the bumper was replaced. However, the inside of the bumper was not fixed. The cleaning was not done and the scratches were not painted as well. So we asked the dealership to fix these problems again and told them that we could not take the car unfixed. We also told them that we have to receive the second key and they said they would ask a manager about both issues.

On Thursday, we were on our way to the dealership to make a seventh visit and received a call from Brandon. He told us that the car was cleaned, the scratches were painted, but that the inside of the bumper was not fixed. He also said we could have the second key for around $100. So we told him that we could talk about these issues once we arrive at the dealership. And because the dealership continued to lie to us and say different things each time we visited, we went with a family friend to have her as a witness. We met with Rick ‘Ski’ Czekalski, a pre-owned sales director/ used car manager and with Brandon to talk about the second key and the car repair. When we told Rick about what happened during the past six visits, Brandon interrupted, telling us that what we told Rick was not true. He told us that he called the previous owner after our second visit and also that the owner did not have the second key. However, Brandon told us during every visit we made that he had not called the owner about the key. Also, Rick told us that he could not provide us with the second key and that it was wrong for us to assume that we were going to have two keys. He told us that the best he could do for us to give us the key for around $230, which was a different price from what Brandon told us earlier that day. Rick also showed racist and discriminatory attitude towards us, telling us that we probably misunderstood Brandon because we were not fluent in English. Also, he said, “It’s sad,” after we told them we were not going to pay around $230 for the second key. Frustrated from the continuous visits, Rick’s attitudes, and Brandon’s lies, I called the Toyota Customer Service and told them about the situation and filed complaints against Rick and Brandon. While I was talking with the customer service representative on the phone, Rick continued to make unnecessary comments, such as “That’s right,” as if he were mocking us. The customer service representative told us that we were to receive a call back after two business days and that there was nothing we could do but wait for the dealership to resolve this issue. They also told us to speak with Yolanda Ruiz, a customer’s relations manager. So we ended the call after obtaining a reference number, which was 1407312445. Also, because the car’s problems were still to be fixed, Rick agreed to give us the rental car until the next day. After being informed that the car’s problems were going to be fixed by the next day and after making sure that Yolanda still works at Lustine Toyota, we left the dealership.

The next day, we made an eighth visit with the same family friend and her brother. The service center told us that they were going to clean the inside of the car and we waited inside the dealership. While we were waiting, we received a call from Victoria Holmes, a customer service representative. She told us that she was going to call us back after speaking with Brandon to find out what actually happened during the past visits. We soon met Victoria in the dealership and asked her in person if Yolanda works in Lustine Toyota, to which she replied positively. We also asked Rick if Yolanda works at this dealership, to which he replied negatively. So we asked Victoria to come to Rick’s desk and Rick told us that he was not going to tell us anything. When we asked him why he said that Yolanda does not work here anymore, he said he didn’t know. He refused to look at us and acted very rude. When we told him that we were customers, he did not show any care. When we told him this was why we filed a complaint against him the day before, he said, “Yup.” After speaking with Rick, Victoria told us to wait for a future call because she did not know where Brandon was. So we called the customer service again and told them about our situation because everyone in the dealership was preventing us from finding a solution and was mistreating us. After ending the call, we were told that the car was cleaned and stepped outside to check the car. However, the car was in the same condition and everything was left unclean. It looked as if they only sprayed water or some chemicals to make the car smell like it was cleaned. So we told Victoria about the issue and she came back with Mike D[redacted], the general manager of the dealership. When we told him that the car was not cleaned, he told us in a very angry voice that the car was cleaned four times and they already did more than what they should have done. Also, he threatened to sue us if we weren’t to return the rental car that day. In addition, he yelled, “I want you to take your key and leave.” He said this while pointing fingers at all of us and went back into the store. We asked what his name was and asked if we could have his name card, and he said no without hesitation. So we had to find out his name through the Lustine Toyota website. While he was pointing his fingers and yelling at us, he never looked inside the car to make sure the car was not cleaned. Although we had agreed to give back the rental car only if all the problems were fixed, including the cleaning, we returned the rental car and came back with our uncleaned car. Until we left the dealership, Rick was pointing his finger at us and the other sales consultants were watching us and talking about us from our back.

Since the last visit to Lustine Toyota, we waited for a further response from the dealership. But more than three business days passed without a call, so we called the Toyota Customer Service again today and were told that Lustine Toyota had closed our case. When I asked the customer service representative what a closed cased meant, she told us that meant that the dealership dealt with our issue. We then realized this was why we haven’t been receiving a call. The customer service always told us to wait for the dealership to deal with our problems, but the dealership always avoided our problems and closed the case without presenting a solution.

Also, regarding the Order, Contract, Account, or Policy number, we only have those numbers for the incorrect price, $23, 209.27, not for the price we agreed to pay.

While we are aware that a used car may not come with two keys, we are frustrated and angry at the ways Lustine Toyota treated us. As a dealer, Lustine Toyota needs to inform customers before they purchase cars that the car does or does not come with two keys. Before we purchased the car, we were told that we were going to receive the key after they contact the owner, which implied that we were going to receive the second key. If we had been told before the purchase that we were going to receive only one key, we would never have bought the car. Also, the price issue illustrates how mistreated we were during the purchase. During the eight visits, the dealership was not only ineffective and irresponsible, but was also extremely rude and condescending. Throughout our lives, we have never been pointed at and told to leave by the people who caused all the problems. If the customer service is unable to help its customers, I do not know who will. If all they are willing to do is to push the problems aside to the dealership that prevents us from finding a resolution, I do not know where we can seek for help. So we have turned to Revdex.com, earnestly hoping for the bureau to step in and resolve this issue.

Since the last visit, we have heard so many positive comments about the Revdex.com, and that it actively steps in and helps many people who earnestly seek help. So we have called the Council of Revdex.com and were told to file a complaint online. We feel that the Revdex.com is our only hope and wish that it could help us to reach a solution that we are looking for.

Thank you very much for taking the time to read our complaint and we truly appreciate your care and service.Desired Settlement: We would like to have the dealership provide a second key to us for no charge, because we were never told before the purchase that we were going to have only one key. They told us that we were going to have the second key, although they are now arguing that they never said that. Also, we would like the dealership to clean the car again, instead of just saying with words that they will clean it. They say that they have cleaned the car, but it was never cleaned.

Business

Response:

We would be happy to provide the customer with a second key and clean the inside and outside of the car. Please ask them to contact me directly.

V/R,

Jim

Review: I was sold a [redacted] policy by my sales person in the amount of $995 and was told that the policy covered chipped windshields, scratches in paint, being locked out of the car, etc. I was also told that if I was not satisfied with the results, by both the sales person and by [redacted] the company that I just needed to call back and ask for a replacement. Unfortunately after a week of owning my vehicle I received a chip in my windshield. I filed a claim and it was not done to my satisfaction. I requested a new windshield and [redacted] later called me to tell me that a new windshield was not covered.

I called Lustine very upset, because at this point my paperwork had been incorrect, my payoff had not yet been received and I needed to make a new payment, and now services promised were incorrect. The GM told me he would get me a refund. This was March. It is now 5/21/2014. I have constantly had to call and re-call the GM requesting a follow up on the refund from [redacted]. The GM finally called me today to alert me that there would be no refund since I already had a claim. I said, you knew there was a claim. There's been a claim this whole time; that was the reason I called initially in March! He said he failed to understand that. So now, due to terrible business practices I have wasted my time, energy, and have been sold a faulty product. I wish I had never bought a Jeep. I wish I had never gone to Lustine. Please help me.Desired Settlement: I want to be reimbursed for the amount. It was a phony policy. They said they could refund me. It is not my fault that the sales person overpromised and the GM failed to understand my plight. I should not be out of the $995.

Review: I purchased a 2010 Dodge Journey frome Lustine on March 26, 2013. I returned the car after 2 days because the car stalled. They told me that they needed the check I engine light to come on to get a code. On April 5, 2013 the check engine light came on and I took the car in for service, because they told me it had a 30 day bumper to bumper warranty. The mechanics checked the car turned off the check engine light and said they didn't see a problem or get a code. The used car manager [redacted] told me that if it came back on to bring it back and they would fix the vehicle. I took the car back two times after that for shaking and stalling but they still couldn't find the problem. On May 10, the check engine light came back on and I called [redacted]. He told me to make an appointment and they would fix the problem. Since they turned the check engine light off the last time I took the vehicle to Lindsay and they gave me the code. I dropped my car off to lustine on the 14th and they yold me there was a problem with the cylinder head, but used cars wouldn't authorize the repair. On yhe 20th [redacted] in service told me that the problem occured after the 30 day warranty and wasn't covered, but that they would cover 50% of the cost of the repair. I brought the car back numerous times within the 30 days and they didn't fix my car and acted like they couldn't find a problem.Desired Settlement: They fix the vehicle as promised or put me in a vehicle worth the 17, 000 they received for this vehicle.