Lustine Chrysler Dodge Jeep

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] 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 bankI told the salesman so many times that all I need is a buyers orderDo not run my creditHe said OKThe 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 creditThese people are liarsThey came to me with a offer no money down but I refused the offerThen I asked them how did you get this offer without running my creditThere response was changing the subject and kept asking me what do we need to do to get you in this carI have a witness my Co worker came with me the first dayThey 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 breakerOh and if I had such a credit problem then why am I driving a impala with no money down

This customer has not bought their vehicle into our shop for service since Having their scheduled maintenance done at our service department is a requirement for the no charge lifetime warranty we provide customers at no charge This has not been done therefore the warranty on the vehicle is void This is not our requirement it is a requirement from the warranty company, they are the ones that denied the claim not usthank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I'm not qualified to continue to go up against someone from the legal profession I'm just trying to state my issues with the customer service that I received and I am not comfortable with the way this complaint is proceeding I contacted the Revdex.com because I believed that there was a better way of doing business than the way I was treated The bottom line is that the manager of the dealership told me that he would find me the car that would meet my requirements He updated me once and said that there was a possible match at another dealership and then I never heard from him again He never let me know that he was not going to proceed with the efforts and he never let me know that the car that I have is the one that I have to keep There was no further communication and for me, that is the worst possible customer service that I could have received I'm not alone in complaining about this dealership They have an F rating with the Revdex.com and just about every review site has horrible reviews about this dealership I just want to make sure that the treatment that I received is documented so that others can be aware Regards, [redacted]

Date: Tue, Jul 28, at 10:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] ---------- Forwarded message ----------From: < [redacted] >Date: Mon, Jul 27, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: " [redacted] " < [redacted] > Please check website regarding Lustine! LUSTINE TOYOTA complaints and reviews [redacted] / Sent from my [redacted]

I have reviewed the file and seen the menu was presented and accepted with the customers signatures (Husband and wife), saw the purchase order with all options listed with both signatures, reviewed all loan docs and insurance papers with customer signaturesUnless all signatures were forged (they all look the same), the customer bought all products

I have notified all Maketing companies we deal with to stop marketing to this customer on our behalf We cannot control any mail or email sent from [redacted] CorporationJason D***

The worst customer service experience I may have hadWhile coming from a distance, Gabriel, one of their sales people informed me that they had much extended hours over the holiday for their huge sale so I agreed to come late because they have a vehicle of intetestIn route there Gabriel sent me a text said that the boss, Navy, is closing it early and we would have to come another dayWe live 2.5hours away! They would not wait for us, nor did they stay open ti midnightThey locked up at and Gabriel proceeded to text me saying how nice the car was that I would buy itHe even paid buck to have it cleaned That was rude and extremely unprofessional! To tell a buyer that you open til midnight come on out then to text to tell them your closing hours earlier.and you'll have to come back another time is the crappiest customer service ever! Gabriel and Navy you lost our busniess!I wish I had the opportunity for the car I want but will not be going to them for it!

I Would like to thank you for your responses, with a couple and very nice responses you clarify some of them I and research the remainingNothing else is needed at this point Just please if you let me give an opinion, consider a better training to the PM and Mike (finance Rep) a lot of time and all this would have been voided only if they provided a better customer service and instead of going back and forth would have explain everything when I wen back instead or lying and been unprofessionalJust one more favor please, I have to go back after six months to be added on the lease, and I DO NOT want to deal with neither of themCan you please provide me another contact from Finance department, someone professionalAgain, thank you for your timeSincerely [redacted] [A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I and my wife have signed the paperBut they did not asked us to review the paper and did not offer any warrantiesWhatever protected services were offered I denied in salesman's tableI am ready to face the video recording in Lustine [redacted] officeI negotiated and finalized my car purchase with the price of $26388.00, with 0% interest for monthsWe signed the paper offered by finance managerBut he did not talk about warranties and months installmentsI mentioned my whole story in my first complaintMoreover, here I state that I am ready to face video recording in their business officeSecond, when I complained my issues to company manager on 04/22/2016, he replied, come back tomorrow because your finance manager not in office today, they going to remove the warrantyThen I went next day (on 04/23/2016) and talked with finance managerHe said your warranty already removed, don't worryNow you continue to pay same amount mentioned in your paper i.e$439.99/month, you will be pay off around monthsThen I asked the written paper then he said you don't need paper now, you will receive the latter within weekThen I communicated this message to company manager and my salesman and left the officeThen I contacted financing company, they replied they did not get any message from Lustine [redacted] They already tricked me once and how I do I believe with them? So I am complaining to Revdex.comThank you [redacted] Regards, [redacted]

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: [redacted] knows that there is a major issue with the paint jobs on White [redacted] from 2007-but will not fess up to it They put a low mileage/year warranty on the paint as they know it's an issue Both the dealership and [redacted] have done nothing to help me out with this paint issue Even when I provided [redacted] with multiple copies of statements from other [redacted] owners that are having the same issue they do not care Recently my friends father brought his white [redacted] into the same dealership (Lustine [redacted] ) and showed them the same paint issue that I'm having and the dealership told him they have never heard of anyone else having that problem How can the dealership and [redacted] not admit that they have bad paint on these trucks? My truck was at this dealership just last month getting looked at by the Atlantic Regional Rep and both him and the service manage agreed there was an issue with the paint [redacted] should look after their customers not just tell them sorry there is nothing they can do This dealership has been getting away with lying to their customers I wold like the Revdex.com to investigate them As you can see by their current ratings of "F" others have a major problem with the dealership and [redacted] as well Regards, [redacted]

Our records don't show that [redacted] purchased a routine maintenance plan, but if she can send us a copy of the contract and proof of payment she has that specifies she purchased a routine maintenance plan we will honor the terms of that said contract

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: While everything in the email from the General Manager is true, it implies that the dealership took a pro-active approach to my situationIn no way is that the truthThey 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 problemThe finance officer, Danielle, clearly identified the problem while I was sitting across the desk from her and she did not tell meAnother 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 detailsTim's response suggests they were responsive to me but that is not the caseThey never called me back and avoided my repeated phone callsDanielle didn't reply to voicemails or emails and never forwarded my account information to the appropriate people to provide the refundIt wasn't until Chrysler Corporate contacted Lustine that they finally took actual action on my complaintMs Allison has been the only highlight in this whole experience and even she required an email from me before replying with the confirmation of the refundThe general manager (Tim C***) has been terrible in every respect and has done nothing to resolve or mitigate my issuesIn fact, he has only escalated the tensions The only explanation ever given was by Ms Allison who attributed it to transition in the finance office in the last yearMy request to the Revdex.com was for a refund (which has seemingly been provided), but also to ensure that other clients of Lustine are not victim to the dealership's fraudulent practicesTheir failure to acknowledge the situation on their own or provide explanation suggests this was an intentional misrepresentation of the warranty and an opportunity to pocket additional moneyTim's inability to take ownership of my situation leaves no doubt that they have failed to take proper measure to identify and notify other victims of this warranty scamI acknowledge that my second stipulation is potentially beyond my scope, but I hope the Revdex.com will take efforts to ensure that other individuals are identified and notified Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Again I stand by my previous statements that the rebate was added to the offer already accepted by Lustine of $22,We all seem to agree on that point Lustine had posted signs inside its show room clearly stating: Customers buying ***'s would receive a $Rebate from [redacted] This was their year end clearance sale to clear their inventory of the remaining vehicles paving the way for the new models( Labor Day Specials)I had stopped by Springfield [redacted] the day before and spoke to them about ***'s so I knew what I was willing to payI shopped hard online and by calling other [redacted] Dealerships within a mile radius of my home.I knew my pricingProblem was, I was not finding the [redacted] I wantedThe prices were running about $22,with various buyer incentives...one offered a $Rebate on a ***, another offered free oil changes and car washes for the life of the car etcMy desired [redacted] would be white with cloth seats, sunroof and [redacted] tiresMost of the cars offered to me had leather seats, no sunroof but [redacted] TiresI had spoken to another sales person at Lustine earlier in the week when visiting the dealershipI ended up selecting Jeramy R [redacted] because he called and said he had the car I was looking for, would I come up and take a look at itI went the next morning and Jeramy showed me the carIt had the cloth seats, the sunroof and was white in colorWhile looking at the car and prior to going inside the Dealership, Jeramy stated, If you buy today, you will get a $rebateI thought WOW, this is really working outI told Jeramy to consider the car soldI also told Jeramy that I needed to make a car purchase that day because I had sold my used vehicle to [redacted] and this was the last day they would honor the price offered for my car [redacted] offered me $15,while dealerships offered me only $traso I wasn't going to let the [redacted] offer expire with that $net to me price differenceJeramy and I then went inside the Dealership and sat at a tableHe ask, what are you offering for the car...he was filling out some formI said, I will offer $22,Jeramy took my offer to Mohammad and came back to me saying, "Your offer has been accepted" I said great, lets do this thing as I have to get to [redacted] to drop off the car I was drivingI ask if he would help me with doing that and he said yesI was all setI then said, Jeramy,( while he was filling out paper work) what about the $rebate that you are offering pointing to the signs hanging inside the Dealership? He said, you will get that too! Again he went to Mohammad back and forth goes JeramyI said, Jeramy, since you are not busy, why not have Mohammad to come over here so we can speed things up and get to the bottom of thisJeramy had shown me the paper work that he filled out after his private discussions with Mohammadindicated a Balance Due of $24,I told Jeramy that the paper work was not correct and ask how the price got to $24,Mohammad came over and sat down at the tableHe took out the form that Jeramy had filled out and signedMohammad said, ok your price is $24,before taxes, tags, processing fee etcI said, hey Mohammad wait a minute why did you add $to the price that we agreed onHe said that's the rebate You have a sales price on this form at $24,when you accepted my offer of $22,He wrote down $24,minus $to indicate he had achieved the agreed upon figure of $22,I protested loudly and said, no rebates are not handled in that wayIt is not added to the price but minused from the priceWe sat there arguing over this and Mohammad said, I'm not selling that car for that priceI was shocked! Mohammad also indicated on Jeramy's paperwork that he had given me the rebate of $which is clearly written on his Buyers Ordline #I stated that adding $to the $22,already accepted made no sense especially when you gave it back on line # At no time was a price agreed to of $24,yet that was the way it was going to be because Mohammad was not going to honor the agreementI decided, it was not worth sitting there arguing about it as I still needed to take advantage of the [redacted] deal so I signed the paper work and decided to take the matter up later.....legal contract or notThat is the story of what brought me to the Revdex.com to file a complaintIn reviewing the two documents provided through the Revdex.com website, I see a balance due on delivery price of $24,yet on document #3, the price is $24,, Document #shows a Dealer's Business License Tax of $yet item #shows Dealer's Business Tax of $Item #also indicates that the $was used as a Down Payment but I made no down payment as I paid cash and did not financeAgain I state: ADDING $TO AN AGREED UPON SALES PRICE OF $22,TAKING THE PRICE UP TO $24,AND THEN APPLYING IT LATER ON IN THE CONTRACT DOES NOT GIVE THE BUYER ANY THINGITS A WASH! It does lead to the dealer making more profits but the buyer gets nothing but a higher price paid for the carI also wonder if this Rebate came from [redacted] as advertised, why am I not getting a check directly from [redacted] ? Again these numbers are manilupated to serve Lustines purposes of increased profitsA deal is a dealI honored mine to them and now they need to honor theirs to meYou may ask why did you do the deal when you knew all of this was happening? My answer is the need for the car, [redacted] Commitment plus in a court of law, I could not show the foul by Lustine unless I had completed the transaction I feel that Lustine's Business practices should be investigated and also that the rebate promised me from [redacted] should be honored and a check for $plus any other discrepancies as found in Document vs Document be returnedOne thing more! The generous $reduction to please me as stated in their response was directly related to taxes being charged when Mohammad pulled off his trickery and taxed me on the $rebate as wellOur tax rate is 4.25% so he had me paying another $devious mathHe knew what he was pulling and got caught at it so he made the adjustmentI am awaiting the rebate refund as advertised! Lustine clearly admitted that I offered $22,and made no mention that it included the use of any rebate prior to the price being accepted PLEASE SEE ATTACHMENT WRITTEN TO JERAMY ON DAY OF PURCHASE AFTER LEAVING THE DEALERSHIP! Regards, [redacted] ***

We would be happy to provide the customer with a second key and clean the inside and outside of the carPlease ask them to contact me directly V/R, Jim

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the dealer has not offered me to refund the down payment for the purchaseIf they are willing to take the car back and refund me my down payment I will be happy with it Regards, [redacted] ***

We are not willing to refund deposit or take back car