Lucas Ford LLC

Complaint: [redacted] I am rejecting this response because: I received a resolution email from your organization on August 25th that had forwarded from Dave Smith Motors in regards to my original problem with that dealer in July The reply I received August 25th was filled with incorrect facts and a stated resolution of the dealer Dave Smith Motors sending me a $check for my troubles I had been withholding my reply until the said check had arrived and I could reply with the correct facts and with confirmation of their gratuityTo date, no check has arrived and I have receive several emails from their financing department requiring my signature on loan items from the original purchaseI can only assume they were accidentally sent because all financing and sale matters had been closed In closing, the reason the facts were distorted in their reply were due to no actual communication with my salesperson or with managementAll communique were relayed through multiple receptionist / secretarys Please re-open this case until Dave Smith Motors fulfills their stated monetary gratuity.Sincerely, [redacted]

On January 24, at 5:pm (Daylight Savings Time) Dave Smith Motors Refunded Ms [redacted] ' $Deposit back to her Visa CardOn January 25, at 3:23pm we received an Email response from Ms [redacted] acknowledging the Refund and expressing her appreciation that we honored her request

Revdex.com - ID [redacted] North Division • Kellogg, Idaho 83837www.usautosales.com1-800-635-[redacted] Revdex.comMr [redacted] 2nd key Fob was sent to him on May 11, at 1: 10PMIt wassent Day Priority through the US Postal systemI did a follcall withhim to make sure he received itHe returned my call confirming he now hadit in his possessionI also provided to him a self addressed stamped envelopefor the programming of the key FobOnce I receive that I will have areimbursement check issued to him.Sincerely,Sherry Q***Customer Relations Manager - Dave Smith Motors

Complaint: [redacted] I am rejecting this response because: I did not reply to the survey right away because I work over 10+ hrs, it is dark when I leave for work & dark when I get home I did not get a chance to look over my car until Friday, my day off Dave Smith Motors is so concerned about their survey but do not care anything about addressing the customer issues Apparently everything is my fault because I do not respond ASAP An appointment WAS NOT set up for Nov 3rd I received an email asking what time I preferred (I responded early morning), to me this is not an appointment & I never received a conformation about the date & what time I should be there I also do not believe I should have complained to the "Parts department" about my issues, I did not tell him about problems with my car because he is responsible for parts not service issues.I am having more problems with my car (example, the heater is not working properly) but I do not feel like I will get any help form DSM because I did not bring it to their attention the day I got the car How do I get my car fixed with a company that believes they do no wrong (they are always correct) & do not listen to their customer? Sincerely, [redacted]

Mr [redacted] did bring his Ram to our Service Department year ago, November 11, to identify where a Leak was occurring in the RoofThe Tech that was assigned to this issue is a Highly Certified TechRam had a "Bulletin" out about Roof leaks and the course a Tech is to take to identify and resolve in such a caseThe first course of action, most common cause, was to Inpsect the "3rd Brake Light", if not there they are to inspect the "Antenna" nextOur Senior Tech did inspect first the "3rd Brake Light" with a Water Test with high and low pressure but the Leak was not with that component, everything was tight and sealedHe then inspected the Antenna and it was identified that it required a replacementthis was also water tested and the the issue was resolved Work was completed and covered under Mr [redacted] 's Extended Warranty less his Deductible Mr [redacted] lives literally around the corner from our Service Department, minute or miles from our locationOver the course of the year Mr [redacted] brought in his Ram to our service Department for another Visits: 11/17/@ 61, 11/22/@ 61, 1/18/@ 63, 1/25/@ 63, 4/26/@ 68,and then on 8/9/@ 76, milesThere was never a mention of a Leak in the course of year until November 16, 2016, year later and 21, miles later, Mr [redacted] brought his Ram in for another LeakThey identified this time it was the "3rd Brake Life", a completely different LeakThis time the "3rd Brake Light" was full of WaterIt was also Water tested and confirmed this was the point of this Leak, this time, unlike the first timeWe quoted to Mr [redacted] the "Business Rate" of $61.11, Parts and InstallationWe WAIVED the inspection charge as a "Goodwill Gesture"Mr [redacted] Declined the RepairAt any given time we would have accommodated picking up his Ram and delivering back to him as well as providing a Loaner vehicle while in with our Service Department, we try to make things as convenient as possible for our customersWe have even sent Drivers over with a Loaner vehicle to pick up a customers vehicle for Service and return to them upon completionWe have tried to explain to Mr [redacted] respectfully, if this Leak were the SAME Leak repaired year ago we would definitely stand behind our work and there would be no charge but this is a different Leak

Regarding the other complaint, Complaint ID# [redacted] , Ms [redacted] In researching this complaint I have learned that it is directed to " [redacted] ***As you are aware of we are separate entitiesI will be forwarding this complaint over to their General Manager, [redacted] who will provide the response to this complaintHere is his Contact information for future reference: With us being separate companies, not associated with each other [redacted] will be able to provide the response to Ms [redacted] s complaint Sincerely, Sherry Q [redacted] Dave Smith Motors [email protected] http://www.davesmith.com 1-800-635-ext

We appreciate Mr [redacted] giving Dave Smith Motors the opportunity to see if we could earn his businessUnfortunately the Grand Cherokee was not to his expectationDave Smith Motors has Refunded Mr [redacted] ' $Deposit as requestedThis transaction took place yesterday, Tuesday, August 22, at 5:pmDepending on the Bank that issued his Visa Card they may take from 4-Business days before Mr [redacted] sees their posting of his CreditIt just depends on their processI will be mailing out today to Mr [redacted] ' his Receipt for the assurance Dave Smith Motors did Refund his Deposit he placed with us on August 18th

We arc genuinely sorry for the confusion that has occurredIt is true that both our Accessory Manager and sales manager promised to pay for their two vehicles covering the cost for Simonizing and Glass Coat Protection Plan Warranty It was extended to them due to the confusion between the Sales and Accessories DepartmentsMr [redacted] and Ms [redacted] both received reimbursement checks but apparently Mr [redacted] Warranty was received by Glasscoat but Ms [redacted] did notThere was confusion and a misunderstanding by the person that facilitated sending out each of the WarrantiesMr [redacted] contacted our Dealership on October 7, and left several messages for me but I was off that dayHe spoke with his Sales Consultant and shared that there was still a Warranty issue for Ms [redacted] and that it needs to be taken care ofThe information was given to the Accessory Manager and a new Contract was issuedCopies for Mr [redacted] and Ms [redacted] were sent to them that same dayWhen I returned to the Office on October 8th I responded to Mr [redacted] Voice MessagesOn October 9, I sent out both copies of their Warranty Protection Plan Contracts that listed all of their coverage along with a Simonize brochureThis was sent out day priority mail through the US Postal ServiceThe envelope was delivered to them on October 13, at 3:42PM [redacted] contract will be sent out to Glass Coat Warranty Protection Plan with the other like Contracts for the Month of October within the next few daysThey are sent to Glass Coat on a Monthly basisI spoke with a Glass Coat representation in the Warranty Department and the shared they will only enter the data every weeks I will follow up with Glass Coat to confirm that [redacted] Warranty is inaffectI will call during the week of November 16th or until I receive confirmationUpon confirmation I will contact Mr[redacted] and Ms [redacted] so that they know that everything has been completed Again we are genuinely sorry for what occurred and the confusion that transpired between the various departments

We are genuinely sorry for the confusion that has surrounded this issueUpon receiving their Complaint with Revdex.com I spoke with Mrand Mrs***I learned that they had purchased a Pre-Owned BMW with our dealership in August of in conjunction an Extended WarrantyThe Extended Warranty carried a "Buy Back" which they would receive the full amount they paid for it if the Warranty was never used during the allocated Months and Mileage specifiedIn August of they decided to Trade In their vehicle and purchase anotherThey were under the understanding that they could cancel the Extended Warranty and apply the reimbursement from the Warranty company as their Down PaymentWith the warranty under the specified months or miles that would qualify the full reimbursement, it fell short and so it was ProratedThis created the issue where the amount of their Down Payment on their Loan was short and a Bill was submitted for that amountDave Smith Motors has absorbed this expense as a Goodwill GestureOne of our Senior Finance Managers provided an explanation and apology, he had reached out to them on March 8thI also requested that they receive a letter from our Accounting Department assuring them that Dave Smith Motors would remove the BillWe are sorry for the misunderstanding that occurred!

We are genuinely sorry for the misunderstanding surrounding the logistics involved when a customer chooses to have their vehicle Transported to themDave Smith Motors does not Transport vehicles but we can provide names of Auto Transporters that come highly recommended by our customers who have secured this serviceThe Auto Transporters are independent from our dealershipOur Sales Consultant, when Mr [redacted] asked if we ship, referred to them as a "3rd Party" companyOur Consultant went on to explain that we would send his Paperwork to him for his review and signatures "Overnight" and once we received them back his Silverado could be released to an Auto TransporterWe do not have control over the Transport company and their process'They require time to coordinate their Drivers and their routesOften times the Transporters will require a day window to accommodate the delivery I spoke with the Owner of the Transport Company that was secured as they are to work directly with the customer and I needed to learn what had occurred toHe shared he had spoken with Mrs [redacted] that Friday, April 28thHe picked up Mrand Mrs [redacted] ' Silverado on Saturday, April 29thHe contacted and spoke with Mr [redacted] on Monday, May 1st stating he would be delivering their vehicle to them the next day, Tuesday May 2, Auto Transporters are their own Business, with their own policies and procedures in conducting their Services for the ConsumerWe do not have any control over their time scheduleIt is apparent our Consultant did not clearly explain well enough and led Mr [redacted] to believe that as soon as we had his signed paperwork back his vehicle would be placed on a TransporterAgain, we are sincerely sorry for the confusion!

I have spoke with business and they have agreed to my resolution and I am accepting their responseThank you

We are genuinely sorry for the time lapse and concern we caused Mr. and Mrs. ***! Unfortunately our Sales Consultant failed to share the Issue that was identified the day of delivery along with the customers information. The first I learned of this was when I returned from Vacation and read the... BBB Complaint that was filed. It is not how I would want to learn of about an issue but I am thankful it was brought to my attention as we certainly want and will resolve issues we are responsible for. I contacted Mr. [redacted] acknowledging the issue and apologizing for what occurred. The $200.00 that was promised by our Sales Consultant was mailed 3 Day Priority. I Ordered out a replacement Interior Door Panel with their local certified dealership which came in today. Arrangements have been set up with their local dealerships Service Department for the Installation. I placed a call and sent an Email to Mr. [redacted] with the information so he can set up an appointment that will work best to his schedule. It has been my pleasure to assist them. We are truly sorry that information was not communicated so we could follow through with what was promised.

I just submitted our response to Revdex.com regarding *** *** concernItclearly explains what occurred and whyIt was nothing that Dave SmithMotors created but worked on her behalf with ChryslerOn September 15,we received an email from *** *** sharing that she finallyreceived her four
checks from Chrysler when she cancelled her Warranties.*** ***' whole issue was created when she provided to us her NEWaddress and she left off one of the digits by mistake

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:
Since initially purchasing the vehicle until the time of the incident, I had gotten five oil changes, which I still have the receipts forDuring that time, the proper lubrication was performed, and I have the receipts to prove that it was done regularlyTherefore, there should be no reason why the U Joints should have seized due to "lack of maintenence," unless they were already at risk from the previous owner and/or dealershipI presented both Chrysler Dodge and the Red Bluff dealership with proof of maintenance (oil changes, etc.), but was still made out to be at fault in this situationI did everything that a vehicle owner is required to do in order to ensure a prolonged lifespan for my truckI should not be held liable for someone else's mistakes.Sincerely,*** ***

Subject: ID *** We are extremely sorry for the confusion surrounding Mr***'s purchase with our dealership! With full respect and with careful researching it came down to a simple oversight by one of our Finance Consultants that had initially assisted Mr*** with
securing FundingThe Lender identified that Mr*** had an Open Auto Loan and they required that it be Closed as they wanted only one Open Auto Loan before they would fund the new loanOur Finance Manager thought that it was the Jeep Wrangler that was being traded inFrom the very beginning Mr*** stated that he would be trading in his Jeep Wrangler Unfortunately the fact that the Wrangler was not the vehicle that had the open auto loan was not identified. The mistake was not identified until the day of delivery during Closing with another Finance ConsultantWhen it was discovered that the Open Auto Loan was for his Ford Ranger not his Jeep Wrangler the purchase process stopped The banks lending requirements had to be met and this required the deal structure to include the Ford Ranger and the open loan be resolved per the bank. This was not a "bait and switch" as Mr*** believed. We are deeply sorry! It was an honest error, a detail that should have been identified initially and extremely unfortunate that it wasn't. The error was created by us and we took full responsibility for it and the expense to have the Ford Ranger transported by a Carrier to our dealershipMr*** selected a "Jeep Wrangler" that had been Upfitted to a "Sling Shot Edition" This is a special upfit edition that Dave Smith Motors creates on selected vehicles. It was already on our lot equipped and the original Factory Tires and Wheels were credited towards the new Tires and Wheels that were installedThis combined with the length of time since the upfit, the original Factory Tires and Wheels weren't even available to offer to Mr*** at any price. I spoke with both his Sales and Accessory Consultants to learn if they had extended that offer and neither one said they did or could extend the offer since the original Tires and Wheels weren't even available any longerIf they were in our Inventory we could have sold them to him for their value as Take OffsOur Accessory Manager will be contacting Mr***, if he hasn’t already, regarding the Back Up Camera which is part of the After Market Accessories we installed. The Accessory Consultant that assisted Mr*** downloaded the Manual for his RadioThis will be mailed out today, October 11th via Day Priority, US Postal Service. Our Accessory Manager will provide the direction to the resolution with the Back Up Camera along with the requested Manuals for the other After Market accessories that were installedWe are genuinely sorry that the one important detail required by the Lender to Fund the Loan was misunderstood by the original Finance Consultant! Thank you, Sherry Q*** Dave Smith Motors [email protected] http://www.davesmith.com 1-800-635-ext

On May 21, Mrs*** purchased a "Subaru Forester" from our Pre-Owned DepartmentShe also purchased an "Extended Warranty" that would provide Warranty coverage on her Subaru Forester for months / 100,milesThis coverage carried a "VSC Repurchase Program" should she not use the
Warranty during that specific TERM Coverage of months / 100,mileAttached to this Email are both copies of the Warranty Contract and VSC Repurchase Program Certificate that Mrs*** signed agreeing to the terms and providing to her the assurance of her Coverage that she purchased for $3491.00. The VSC Repurchase Certificate that accompanied her Extended Warranty covered the TERM of months / 100,miles beginning the day of Purchase, May 21, which would EXPIRE on May 21, or if her mileage reached 100,miles prior to that dateIt states on the VSC Repurchase Program Certificate under "Advantage Repurchase": "In the event that the service contract described in the schedule is not used for any reason throughout the full TERM of the coverage and the purchaser still owns the vehicle the Vendor agrees (subject to the terms, conditions, and exclusions of The Advantage Certificate) to repurchase the VSC from the purchaser named in the schedule." At the bottom of this VSC Repurchase Certificate it states: "By signing below the purchaser named above agrees he/she has read, understood, and accept the terms, conditions, and exclusions of this Certificate." Mrs*** signed the Certificate acknowledging and agreeing to the TERM listed aboveThe Extended Warranty coverage for the TERM of months or 100,miles whichever came firstThe VSC Repurchase was for that exact TERMWith Mrs*** choosing to Cancel the Extended Warranty PRIOR to the agreed upon TERM, which is her prerogative, unfortunately it nullified the VSC Repurchase Certificate that would have guaranteed her the FULL amount of the Warranty Purchase for $3,if never used in any wayWhen cancelling the Warranty just months into her Warranty TERM it was then Prorated and her Refund became lessIt is my hope that with this explanation and copies of the Extended Warranty and VHS Repurchase Certificate that Mrs*** signed, agreeing to the TERM (months / 100,miles), there is complete clarity that Dave Smith Motors did not misrepresent or defraud or lie to Mrs*** as she believes. She chose to not carry the Extended Warranty for the full TERM but to Cancel itA customer can choose to Cancel at any time, it is their choice We are genuinely sorry for the frustration Mrs*** is experiencing with her choice to Cancel prior to the VHS Expiration of May 21, or 100,miles whichever came firstSincerely, Sherry Q*** Dave Smith Motors ***@usautosales.com http://www.davesmith.com 1-800-635-ext***

Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

After reviewing the phone calls it was identified that our Sales Consultant did use the word "Hold" when speaking about placing a Deposit on the Pre-Owned vehicle Mr*** was interested in purchasingA Deposit is encouraged when a consumer is interested in a specific vehicleWe
have over Sales Consultants working from the same inventory so there can be multiple people at one time looking at purchasing the same vehicle. Until the Deposit is placed it is not secured, removed out of our Inventory. It is especially important if the Pre-Owned vehicle meets the customers specification and need to place the Deposit because it is just that one vehicle unlike a new vehicle where we have many of the same model and trim level. The Deposit was misrepresented by using the word "Hold" and we are truly sorry! A Deposit is placed as a commitment and intent to purchaseWe are truly sorry for that confusion!On April 13, at 12:pm Mr***n' Deposit of $was Refunded back to his Visa CardDepending on the Bank that issued that card it may take them from 7-Business days before they post it to his accountIt just depends on their process and proceduresa copy of his Refund Receipt has been mailed to him for his records

Thank you for your patience Mr***It is always difficult when their is a time lapse of a year or more when a complaint is placedUnfortunately it takes time to research. With this being a Pre-Owned vehicle it is presented to the manager of that Department to review and provide a
directionHe has declined to assist with the expenses that were incurred for the following reasons:
*Vehicle was purchased on September 9, at 58,miles
*On September 22, 2016, a year later and 28,miles applied
*We spoke with the Service Manager at the dealership there in Red Bluff that performed the inspection., Red Bluff He shared that the Front Drive Line seized which was a result of not lubricating
*Our Safety Inspection RO shows that an Oil Change and Lube were completed as part of that processit was performed at 58,miles
*Chrysler Motors recommended "Limitation" for Oil Change and Lube for a 2012 is 5,miles
*With the additional 28,miles applied over the year of ownership and our dealership performing an Oil change and Lube just prior to his purchase there should have been at least 5-other Oil Changes and Lube performed that would have prevented what unfortunately occurred
We are genuinely sorry to learn what occurred and the expense for the repair. It is also disheartening to read that Mr*** believes our dealership would be the responsible party when he owned the vehicle for year, applied 28,miles to the vehicle which would translate into 4,or Oil Changes with Lube from other shops if they performed the workIt is my understanding that it would also be apparent if there was an issue with UJoints due to the Sound and VibrationWhen Mr*** took his Ram into the Red Bluff dealership the mileage was recorded at 87,