Luther Brookdale Chrysler, Dodge, Jeep

Initial Business Response / [redacted] (1000, 6, 2014/01/22) */ I have been assisting [redacted] with her repairs and it has been in times to get the problem solvedWe offered replacement transportation at no cost to the customer and have picked up th cost of both tows in an effort to make the situation as painless as possible I got the vehicle back from our chevrolet store on 1/and drove it home, with the customers approval, to ensure that it was indeed fixed this time I had no issues with the operation of the vehicle in my drive home and back and believe the vehicle to be safe to drive from this point forward Final Consumer Response / [redacted] (3000, 8, 2014/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, they have picked the vehicle up and given me a replacement vehicleThe concern is on the first time I was told there was nothing wrong with the vehicle and that there was nothing wrong with the tireBy the time I made it home the tire pressure dropped over pounds and the next morning driving the vehicle it presented the same driving problemWhen the vehicle was in for the second time I was told the tire had a small hole on the side and needed to be replaced and was at first told I needed to pay for itWhen I stated that I had the problem with the tire from day one it was agreed they would pay for itMy concern is I don't feel as though the vehicle is being properly looked at to resolve the problem because for one the tires issue was ignored one dealership told me nothing was wrong and a day later now there was something wrong with the tire and second I don't believe that it should take trips to have diagnosed the problem with the driving issue so again I don't believe that the car is actually being looked atI still to this day have not been told with the problem is or was just that a part was ordered and it's fixed which is the same thing I was told on the second trip and the vehicle did the same thing again the next dayIt seems to be some secrecy in letting me know fully what is or was wrong with the vehicle and therefor I don't trust that the vehicle is or has been properly fixedAt this time I would like a replacement vehicle because I don't believe the car has been fixed properly or that it can be fixed also the emotional stress of leaving for work at six in the morning and wondering if my tire is going to be low or even if I will make it to work and the customer service that I had do deal with being laughed at, on the first occasion given a vehicle that was terrible and had to turn around and bring it back and finally being lied too from the first time the vehicle was brought and being told nothing was wrong with it and sending me back in the cold to drive with my children to be stranded and second and third time

I went to Luther Dodge to get a oil changeI made an appointment for 10:am(I called at 7:to make the appointment)I arrived at 10:and was told that there was a two hour waitI asked why and was told that they had to many walk -ins, I said that I had an appointment and the said it would be a two hour waitThis is how they treat a loyal customerI have a Ram Limited and a Challenger SRTI was thinking of getting a ChallengerThat isn't going to happenAll because of this

Thanks for the follow up I have read the original response to the customer that was sent from our Service Manager Regardless of what the interpretation was of the conversation that took place at the time of the initial recall repair The following has to occur at this point The customer needs to bring the vehicle back in As per Chrysler's required protocol We must inspect and diagnose the additional issue At that point we will immediately contact Chrysler and ask for the approval to proceed with the additional repairs It sounds to me like there is a direct correlation between the initial recall and the additional issues but this has to be verified prior to us being able to move forward We will wait to hear back from the customer and proceed as indicated Thank You Scott [redacted] General Manager Luther Brookdale Chrysler

In response to ***'s request In the interest of customer satisfaction I have decided to issue [redacted] another Essencial Care Policy of oil changes This package is good for years or oil changes which ever comes first It is only valid on the recently pruchased Ram ending in VIN number [redacted] These policies are all VIN specific which is the reason we have the issue at hand As with any service contract policy, gap insurance policy, car insurance policy or any other policy in our industry Unfortuantly they are all specific to the vehicle the policy was purchased on I know of no exceptions to this With that said In this instance I have decided to issue another policy to [redacted] free of charge due to the apparent confusion which appears to have accured here.I will be mailing out today a copy of the new policy Please have [redacted] call me with any questions Thank You Scott [redacted] General Manager Luther Brookdale Chrysler ###-###-####

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ The car was towed for a transmission concern on 7-31-At that time we daignosed it as needing a transmission [redacted] came in paid the diagnosis and towing and at that time did not know if he wanted it fixedHe then came back Steve gave him pricing options for new and used transmissionThe guest decided to go with the used parts for a total authorization of $We completed the repairs and have tried to contact him several times to inform him is was done as it has been sitting on our lot for almost two months with no storage charges The recall on this car was for a gearshift cable and was commpleted on 12-1-This is not a repair for internal transmission failure The repairs the guest authorized have been completed I called the Chrysler recall center in regards to this as wellThe only information they have about guest calling is July 23rdThey advised to bring it in and have it diagnosed and if it was not the shift cable the cost of repairs would be at the owners expense Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Luther Brookdale Chrysler, Dodge, Jeep informed me when I stopped at their shop that repairs on the vehicle would be covered by the shopI agreed to pay for the diagnosisTo this day they have held on to the car requesting for $payment for a USED transmissionI have seen other similar complaints around the web and on Revdex.com about this business so I guess this how they do businessI'll be seeking legal action if the vehicle is not released by end of this week as this is total fraud and needs to stop

I recently purchased a new truck from Brookdale DodgeThe salesman Brian Halford was very attentive to my needs and concerns with purchasing a new Dodge RamVery happy with salesman and finance dept mgr AlI would recommend to everyone that is looking for a new or used vehicle to stop here!

I am rejecting this response because: The dealship lies. I was offered to pay for any further work.
Since the supposedly fixed the Occupant restraint module the seat belt light is all the time with or without seat belts on. My wife says the horn does not beep anymore when you press the alarm button and a Large piece of the console was not installed and is sitting on the rear seat It is the portion of the rear console with the Window switches. Great quality control

Initial Business Response /* (1000, 9, 2015/03/30) */
Mr *** called in Monday morning after his visit on SaturdayWe looked for the cover and were unable to locate the cover here at our storeThe cover was ordered in and recieved the same dayThe cover was delivered by one of our
empmloyees to Mr ***When they went to install it the bolts that the cover was supposed to attach to were not thereWe needed additional parts that should have been on the carThose were ordered as well and shipped to the guestThis was done at no cost to the customer
Initial Consumer Rebuttal /* (3000, 11, 2015/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the engine cover was a portion of it and they did replace the cover that they lost at no cost to usIt does not excuse the fact that the service requested was not done to our satisfactionWe asked for a wheel alignment all the mechanic did was drive my car and say he didn't think it was pullingThey had the car for hours and basically did the oil change onlyYet they charged us $for a job that was only partially doneWe feel that a refund for the problems that we experienced is fair

Initial Business Response /* (1000, 6, 2014/01/15) */
*** complaint that stereo equipment was missing from his vehicle upon picking it up after a service visit needs to be turned over to his insurance companyWe are not leagaly liable nor are we even aware of how and when this
equipment went missingI have fully explained our position to Daniel alreadySecondly I forwarded a scanned copy of the repair order he signed at the time he dropped off his vehicle, which states our liability in these instancesOur position will not change given these facts
Thank You
***
Final Consumer Response /* (3000, 8, 2014/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To turn this over to my insurance company would be redundantMy deductible is $and the items that went missing were valued at less than thatIn any of our conversations not a single employee had discussed any effort what so ever in even looking at security footage or turning over the footageThe scanned order that I had signed at the time of the drop off is signed only on the line for original customer estimate and not under the liability section
It is not beyond your control to lock my vehicle when it is left in your careI will not be satisfied with the continued path that the dealer is taking by continually stating that they are not responsibleIt is their obligation to lock the vehicle and in this case would be greatly appreciated if they would simply make an effort towards attempting to find out what happened or to extend some sort of a token of apology without me having to tell them exactly what I would be fine with
Their every response seems to be as if they believe that someone would go through this much trouble for no reason
I am a single father of a year old child and do not have money floating around to replace the items that went missing and therefore am truly upset that they have gone missing while under the care of the dealership

Initial Business Response /* (1000, 5, 2016/01/14) */
Mr*** purchased a Fwith a turbo diesel engineThe vehicle had a day or mile limited warranty at the time of purchaseInitially, Mr*** had a problem which we did cover for him and the vehicle was running
per Ford SpecsSecondly, the limited policy he received at the the time of purchase clearly states the diesel engine is not coveredThe form was signed at the time of sale by Mr***Despite all of that, we still stand behind our offer to allow him to trade out of the vehicle at current market trade in value against the purchase of another vehicle on our lotWe have offered to trade him out of the vehicleThe truck now has an additional 10,miles since the date of purchase roughly
If Mr*** is interested in trading the truck in he can stop in anytime and we will be responsive in an attempt to get him into a vehicle he likes and is happy with
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Luther's offer to take the broken vehicle that they just sold me as trade in for me to purchase another vehicle, will allow them to make profit out of my loss for the 4th time " VERY UNETHICAL ": Profit #Luther made profit out of the vehicle that I trade in to then purchase their defective vehicle, Profit #Luther made profit out of the DEFECTIVE vehicle they sold me; if I take their offer they will give me trade in value for the defective vehicle they sold me, this is $to $loss for me and profit for themOf course they want to make more money even that they know that I as customer is loosing, they rather do this than take responsibility
First they claim they repaired the issues, yet when they could not fix it they rather claimed it drove as designed ( VERY UNETHICAL ), and to this day the truck still has the same issues, Secondly they claim that this being equipped with a diesel engine is not covered, this is what their warranty states for limitation in regards of diesel components : " Luther Advantage Limited warranty does NOT cover: Oil use, tires & alternative fuel : Oil use, clutch and related components, tires and any vehicle RETROFITTED WITH AFTERMARKET EQUIPMENT to use alternative fuels including but not limited to : LPG, CNG, Methanol, Ethanol, RFG, or an engine designed to use diesel fuelThe vehicle that I purchased from Luther was equipped with original manufacturers components and it did not have any " RETROFITTED EQUIPMENT " to use diesel, the engine is the original engineAnd even if Luther finds a way to not cover diesel vehicles, based on the described above ( which happens to be not true or clear ) the limitations do not exclude other components in the vehicle that can potentially cause lack of powerLuther claims that the vehicle has 10,mile since I purchased it, that as of result of every time they gave me the vehicle back from repair I would have to drive it to then find that the issues came backTo this day since they could not fix the issues, they would not even look at the vehicle to troubleshoot
Luther made repairs to my vehicle as they stated in their response to my claim ( documented ) and claimed it was fixed, well it was not fixed and proof of it is that within short period of time ( documented ) I returned the vehicle to their service department, and still not fixed, well, since they worked on my vehicle, had it in their service facility, changed and adjusted components, Luther has Liability from the time they started removing and replacing parts and for making these repairs that did not fix the issues, for that I WANT LUTHER TO TAKE RESPONSIBILITY FOR THEIR LIABILITY AND FIX WHAT THEY DID NOT FIX (documented)Luther does not want to invest one dollar to do the right thing, and rather make thousands by being unethical, probably not legal and careless

Initial Business Response /* (1000, 7, 2015/05/12) */
*** purchased her Lexus RXfrom Luther Brookdale Chrysler on 2-2-with 159,miles at the time of deliveryWe did a satety inspection on 11/05/and replaced a light bulb and a seal on the right front axle seal
There were no problems found during the inspection
The vehicle *** bought is clearly stated to have a day or mile limited warranty (whichever comes first) At no time has *** brought the vehicle to Luther Brookdale Chrysler during or after the warrranty coverage period mentioning this issue
We would certainly be willing to offer *** a discounted rate on the repair and offer a free diagnostics on the vehicle at our facility
Initial Consumer Rebuttal /* (3000, 9, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel as though the problem was so major that it could not have been missed when doing the initial inspection at their facilityI brought it in after winter for an oil change and tune up and the problem was so bad, I had to have it towed to the facility and have it fixed immediately before the transmission failedThe cost of the repair was around $which I attached in my previous messageI feel like this issue was hidden from me and now I am worried what else they found and decided not to disclose

In response to [redacted]'s request.  In the interest of customer satisfaction.  I have decided to issue [redacted] another Essencial Care Policy of 12 oil changes.  This package is good for 6 years or 12 oil changes which ever comes first.  It is only valid on the recently...

pruchased 2015 Ram ending in VIN number [redacted].  These policies are all VIN specific which is the reason we have the issue at hand.  As with any service contract policy, gap insurance policy, car insurance policy or any other policy in our industry.  Unfortuantly they are all specific to the vehicle the policy was purchased on.  I know of no exceptions to this.  With that said.  In this instance I have decided to issue another policy to [redacted] free of charge due to the apparent confusion which appears to have accured here.I will be mailing out today a copy of the new policy.  Please have [redacted] call me with any questions
Thank You
Scott [redacted]
General Manager
Luther Brookdale Chrysler
###-###-####

Initial Business Response /* (1000, 6, 2014/01/22) */
I have been assisting [redacted] with her repairs and it has been in 3 times to get the problem solved. We offered replacement transportation at no cost to the customer and have picked up th cost of both tows in an effort to make the...

situation as painless as possible.
I got the vehicle back from our chevrolet store on 1/21 and drove it home, with the customers approval, to ensure that it was indeed fixed this time.
I had no issues with the operation of the vehicle in my drive home and back and believe the vehicle to be safe to drive from this point forward.
Final Consumer Response /* (3000, 8, 2014/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, they have picked the vehicle up and given me a replacement vehicle. The concern is on the first time I was told there was nothing wrong with the vehicle and that there was nothing wrong with the tire. By the time I made it home the tire pressure dropped over 15 pounds and the next morning driving the vehicle it presented the same driving problem. When the vehicle was in for the second time I was told the tire had a small hole on the side and needed to be replaced and was at first told I needed to pay for it. When I stated that I had the problem with the tire from day one it was agreed they would pay for it. My concern is I don't feel as though the vehicle is being properly looked at to resolve the problem because for one the tires issue was ignored one dealership told me nothing was wrong and a day later now there was something wrong with the tire and second I don't believe that it should take 3 trips to have diagnosed the problem with the driving issue so again I don't believe that the car is actually being looked at. I still to this day have not been told with the problem is or was just that a part was ordered and it's fixed which is the same thing I was told on the second trip and the vehicle did the same thing again the next day. It seems to be some secrecy in letting me know fully what is or was wrong with the vehicle and therefor I don't trust that the vehicle is or has been properly fixed. At this time I would like a replacement vehicle because I don't believe the car has been fixed properly or that it can be fixed also the emotional stress of leaving for work at six in the morning and wondering if my tire is going to be low or even if I will make it to work and the customer service that I had do deal with being laughed at, on the first occasion given a vehicle that was terrible and had to turn around and bring it back and finally being lied too from the first time the vehicle was brought and being told nothing was wrong with it and sending me back in the cold to drive with my children to be stranded and second and third time.

Initial Business Response /* (1000, 6, 2015/10/05) */
The noise the car was making was compared to like cars. The noise is present in all of the cars compared with. Chryler determined it may be a normal noise for this engine. They authorized a reapair in attempt to change the noise for the...

guest as a Goodwill gesture. The noise did not change when the parts were replaced. Geust is stil in contact with Chyrsler Cooperate in regards to the noise.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure who they spoke with at Chrysler,but after speaking with Mike at the Chrysler executive office he advised me that it is NOT A normal noise and he wanted me to get a second opinion. I brought it to another Chrysler dealership on Saturday Oct. 3rd 2015. Within 30 minutes they found that the noise is due to a bad transmission. They are currently fixing the issue. At this time, I want to be reimbursed $130.00 that Luther charged me to diagnose my car as the were wrong. I am also asking you be reimbursed the $377.00 that I paid to have the alternator replaced, as it was NOT need and was NEVER the problem. I have all documents stating Luther advised it was the alternative in addition I have the paperwork showing that I paid for that to be replaced based on Luther mis-diagnosing my car.
Final Business Response /* (4000, 28, 2015/11/11) */
Our GM has talked with [redacted] and has agreed to refund her the amount of $130.53. This is the total amount spent here at our Dealership. He is not willing to refund her any additional for work she had done elsewhere. She did not need to come in and the check request has been submitted and will be mailed out to the guest.
Final Consumer Response /* (3000, 30, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the response. I had the work done at a different shop because they charged $100.00 less than what Luther was going to charge for the job. The only reason I had the work done was based off of the diagnosis from Luther. However, no matter where the work was done, I am out $380.00 for the work and it was not needed. The only reason I got the alternator replaced in the first place was because Luther told me I had to. Unfortunately, it was not needed. I do not feel like I should be the one out of money for my car being diagnosed wrong. (I do have paperwork documenting that Luther told me I had to replace the alternator)
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/20) */
The car was towed for a transmission concern on 7-31-15. At that time we daignosed it as needing a transmission. [redacted] came in paid the diagnosis and towing and at that time did not know if he wanted it fixed. He then came back Steve gave...

him pricing options for new and used transmission. The guest decided to go with the used parts for a total authorization of $2500.00. We completed the repairs and have tried to contact him several times to inform him is was done as it has been sitting on our lot for almost two months with no storage charges.
The recall on this car was for a gearshift cable and was commpleted on 12-1-08. This is not a repair for internal transmission failure.
The repairs the guest authorized have been completed.
I called the Chrysler recall center in regards to this as well. The only information they have about guest calling is July 23rd. They advised to bring it in and have it diagnosed and if it was not the shift cable the cost of repairs would be at the owners expense.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Luther Brookdale Chrysler, Dodge, Jeep informed me when I stopped at their shop that repairs on the vehicle would be covered by the shop. I agreed to pay for the diagnosis. To this day they have held on to the car requesting for $2500 payment for a USED transmission. I have seen other similar complaints around the web and on Revdex.com about this business so I guess this how they do business. I'll be seeking legal action if the vehicle is not released by end of this week as this is total fraud and needs to stop.

The Jeep came in for a recall. It does have an airbag light on now for a concern with a seat belt buckle. At this point we have not completely diagnosed it.
When the guest was here we offered to put another computer in it that was just replaced to ensure that was not the problem. If that...

did not correct the light we would have to further diagnose to get a complete understanding of what it will take to fix the Jeep. We offered to the guest to do this at no charge and then reach out to Jeep if they would cover the cost of any additional repairs needed. The guest at that point told us he was going to take the Jeep and "let corporate deal with it"The offer still stands to get a complete diagnostic of the light and reach out to Jeep to see if they will cover the repairs.

I texted [redacted] on Saturday October 29th and discussed the tabs with him and we agreed to pay for the tabs for him and mail them to him. He is satisfied and the situation has been resolved.
If you have any questions feel free to reach me at
href="mailto:mike.[redacted]@lutherauto.com">mike.[redacted]@lutherauto.com or [redacted]
Mike [redacted]
Used Car Manager
Luther Brookdale Chrysler Jeep Dodge Ram

Initial Business Response /* (1000, 9, 2014/08/25) */
Customer had vehicle towed did not run wanted diagnosis. pushed in shop vehicle turned over no start. Check first hour of diag checked spark fuel pcm for codes and still no start with all above checked. called customer to get approval...

of compression test with 4 hour of added diag time customer authorized. Customer does have extended warranty. after diag no compression found left bank in 1 cylinder needs cylinder head to fix problem . called into extended warranty not a covered item customer authorized 2500.00 repair wich 500 is covered bill was to be 2000.00
ok'd repair with [redacted] m customers advisor. Parts ordered not a stocking item showed in 4 days transfered all parts reinstalled head vehicle starts and runs. Technician on start up waited for proper temp rechecked all work started hearing tick noise from opposite side of engine he then informed me and advisor of nosie. Let sit restarted tick noise still present. Called customer to inform of issue. Cust stated that we should have found it. the customer stated to me that he drove it till it died. we did our diag to find out why the vehgicle would not run witch was caused by the left bank cylinder head failure. There was no way for the technician to find out it had a tick noise in the engine due to it not running when arrived. we where not able to listen to the engine until left bank cylinder head was replaced due to no compression/no start condition. I have spoke to the customer and his daughter since he is unwilling to pick vehicle up or pay bill or authorize repair of the engine.
Initial Consumer Rebuttal /* (3000, 11, 2014/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never said I drove the car till it die ,I fook the car ther I told them ther was a knocking and and getting over heat thats why its being towed and the engine is misfires and engine light is on to me they should have known when diagonise that its both gasket is bad if I was told that both gasket were bad I wont autorise to fix thecar for $4000 dollars.I was told $2000 dollars now they want additional $2000

I went to Luther Dodge to get a oil change. I made an appointment for 10:45 am. (I called at 7:30 to make the appointment). I arrived at 10:45 and was told that there was a two hour wait. I asked why and was told that they had to many walk -ins, I said that I had an appointment and the said it would be a two hour wait. This is how they treat a loyal customer. I have a 2012 Ram Limited and a 2009 Challenger SRT. I was thinking of getting a 2015 Challenger. That isn't going to happen. All because of this.

Thanks for the follow up
I have read the original response to the customer that was sent from our Service Manager.  Regardless of what the interpretation was of the conversation that took place at the time of the initial recall repair.  The following has to occur at this point.  The customer needs to bring the vehicle back in.  As per Chrysler's required protocol.  We must inspect and diagnose the additional issue.  At that point we will immediately contact Chrysler and ask for the approval to proceed with the additional repairs.  It sounds to me like there is a direct correlation between the initial recall and the additional issues but this has to be verified prior to us being able to move forward.  We will wait to hear back from the customer and proceed as indicated. 
 
Thank You
Scott [redacted]
General Manager Luther Brookdale Chrysler