Lucas Ford LLC

I did look up the Saturn outlook that *** *** bought in We do sell every used car "AS-IS" and offer pre-owned extended service plans to our customers for additional money at the time of saleDave S*** would not be able to predict that the coils would go out months later
or a transmission months later this is why we offer these products to our customer*** did not purchase a extended service plan for her Saturn outlook which would of covered these itemsThe brakes are a wear item that would not be covered by any plan that all customers are responsible for*** did sign a "AS-IS" on the Saturn outlook which I can provide if neededThanks Troy H***

We are sorry for the confusion that has surrounded the issues they have identified after taking possession of their Equinox on August 28, We did not learn of their concern with the spacing between the rear panels and the Dent until they sent in their Survey listing those two concernsWe
received the Survey on September 12, It was surprising to us as our Sales Consultant conducted a Follow Up with them on August 31, and there was no mention of any issues at that timeOur Accessory Consultant assisting them with their Order for Weather Tech matts spoke with Mrs*** on September 1, to share that he would be happy to drop their Matts to them as their Shop was on his way homeAgain, there was never any mention of issues at that time or when he dropped the matts offWe also have an employee that contacts each and every customer after their vehicle purchase to make sure everything was to their Satisfaction and to share with them the importance and nature of the Survey they will be receivingShe ask them to contact us if there are any concerns or issues that we can assist them withThis Follow Up call was made on September 1, as wellWe never received a call with any concerns The first we were made aware of any issues was days after the delivery and only through the SurveyThis did raise concern only with the Dent issueWe have processes in place for Inspecting vehicles prior to leaving our dealership. We did respond to Mrand Mrs*** requesting pictures of their concernsUpon reviewing them we could see there was a gap in the rear two panelsOur Body Shop Manager said it required a Clip replacementWith this being a Manufacturer Issue it would be covered under their Factory WarrantyRegarding the Dent it was difficult to see in the picture but we said we would have our Paintless Dent Repair Tech inspect it and see if he could pull it through that process or not, he is exceptional and usually a Dent can be removedThis information was communicated to them and the replacement Clip was Ordered When we received it, a call was placed to set up an appointment that would work best to their scheduleIt was scheduled for Friday, November 3, Apparently something must have occurred as the ***s never showed up for the appointment to address those two concernsThe weather did turn bad that day and that may have deterred them from driving over the Pass to our dealership. All this information has been shared so you will know we have not refused to address and resolve those concerns but instead did respond and did facilitate the Appointment they requested that would be best to their scheduleWe would like the opportunity to resolve their Manufacture Issue with the gap and while the vehicle is here we will inspect the Dent and see if it can be resolved through the PDR procedureIf they would prefer having the gap issue resolved their locally, any Certified dealership will be able to address and resolve it under their Factory WarrantyI would be happy to contact Northwest Dent to go to their home or Shop to see if they can remove the DentOur Tech works out of his shop here and is not equipped with a mobile unit.Please let us know what direction you would like to pursue.Thank you,Sherry Q***Dave Smith [email protected]://www.davesmith.com1-800-635-ext

Complaint: ***I am rejecting this response because: then your service manager shouldn't have promised to repair the problem free of charge! When you make a promise you stand by it! I also would like to see the technicians certifications that worked on my truck? To prove that he is highly certified!! Your dealership has such a high turnover in the service department from techs to management!! Sincerely,*** ***

*** *** did place a Deposit in the amount of $on a Pre-Owned vehicle she was interested in purchasingIt was placed in order to safeguard that specific vehicle in her name while we proceeded forward with securing FinancingUnfortunately, we were not able to secure
Funding for her which qualified for a Deposit Refund. The Refund was Approved but the Sales Manager when submitting the Approved Refund on January 29, failed to click on the Final Step that would have completed the Refund processWe are very sorry this step was overlooked! Today, Wednesday, February 14, at 10:am *** ***' $Deposit was Refunded. It was credited back to her Credit CardDepending on the Bank that issued that Card, it may take them from 4-Business Days to Post the RefundIt just depends on their posting process with CreditsPlease accept my apology on behalf of Dave Smith Motors for the oversight with clicking on the Final Step to complete the RefundWe recently changed to a new system and this new process has created some confusion in the transitionAgain, we are genuinely sorry! Sincerely, Sherry Q*** Dave Smith Motors ***@usautosales.com http://www.davesmith.com 1-800-635-ext***

Complaint: ***I am rejecting this response because:
I am rejecting this response because it is inadequate and inaccurateMultiple statements in the response are and I believe intentionally misleading and do not address my multitude of complaints presented to Dave Smith Motors regarding the used vehicle I purchased
In direct response to Dave Smith Motors last reply, Salesman Larry stated (as a witness will verify) that he would "be in touch” with me about the replacement of the cracked windshield and passenger-side mirror in addition to the aftermarket lights that were attached to the front bumper in the photos originally provided to me by Autumn C*** prior to the sale of the vehicleHe was kind enough to retrieve the removed camper tie-downs (also attached to the truck in the original photos) from a nearby dumpsterThe fifth wheel hitch was never mentioned to me, but the large drilled holes from its installation still remain in the center of the bed of the truckThe bed of the truck was filthy and the hardware form the removal of the above stated was scattered across the bed
I never heard from Larry or any other associatesI made multiple attempts (approximately 8) over the course of the next several weeks to contact multiple salespeople and managers (including general manager Scott J***) at Dave Smith Motors and nobody ever returned a phone call or email until this Revdex.com complaint was submitted
Following the failure of the power steering pump the vehicle was repaired by a different Dodge dealership in Vancouver, WAA multi-point safety inspection was performed during the service and found multiple issues that fail safety standards including; burned out license plate bulb, burned out right tail light bulb, insufficient brake lining thickness (3mm or less), serpentine belt damaged and cracked (requiring replacement), damaged passenger side mirror, and perhaps most importantly cracked sidewalls and tread separation on all four tiresThe professional who inspected the tires stated that I should never have been allowed to leave the lot at Dave Smith Motors with the tires in the condition they were with tread separation and cracking along the bead and sidewallsI have attached the inspection paperwork which Dave Smith Motors has in their possessionThe estimate for all repairs totaled $3,773.21.
Dave Smith Motors states that a safety inspection was performed despite these multiple failures just one week after purchaseIt became obvious that no safety inspection was performed on the vehicleI requested a copy of the Dave Smith Motors safety inspection report for this vehicle from sales manager Steve K*** on the phone prior to purchase and he stated that an official report was not available and could not be providedHe told me that the only notes on the vehicle were the repair/replacement of the power steering pump (cause of the initial problems due to improper installation by Dave Smith Motors) and cleaning of the areas around seals.
In response to the “Upper Management" suggestion that I was able to inspect the vehicle and accept the condition and appearance sounds good in theory, however, I am not a mechanic and should not be expected to perform my own safety inspection and I did not come to the dealership with my own tools to allow me to perform any sort of mechanical analysesNor should I be expected to perform my own safety inspection on a vehicle prior to purchaseDave Smith Motors was fully aware of my situation of traveling from Alaska to purchase the vehicle and driving it home 2,miles after the purchaseIt is my impression that after I had submitted a deposit to purchase the vehicle they likely did little to no improvements or repairs that were neededThey new that I would be stuck with what they were giving meI did express concerns about the vehicle that the average customer would have noticed and those were not addressed
It is my understanding that an “AS-IS” vehicle sold by a dealership still needs to pass a basic multi-point safety inspection and as I stated this vehicle failedFor Dave Smith Motors to suggest that they can give sell me a vehicle that needs over $3,worth of repairs which I would have no way of knowing until getting an inspection done at an independent repair shop and then to refuse assistance in those repairs is poor business if not illegal in some statesThe finance consultant “Oz” made it clear to me that they would be eager to please me if I had encountered any issues while explaining the legal paperwork I had to signThis is not the case with Dave Smith MotorsWhen I stepped out of their doors they were glad to ignore me and pretend they didn’t have any responsibilities in selling me a vehicle.
Finally, I requested an explanation as to why I did not receive a response from the salespeople (apparently no longer with company), sales manager Steve K*** and General Manager Scott J*** until I submitted a Revdex.com complaintI was not surprised to receive no responseI received no response to the multiple phone calls and emails that commenced from the repair shop the day of the initial repair, of which myself and Dave Smith Motors have records ofThe only apology to come from Dave Smith Motors was from Sherry Q***, who handles their complaints and has been very kind and helpful despite having nothing to do with the sale of the vehicle
My request is for Dave Smith Motors to commit to assisting me with the safety related repairs that have been and must be performedI was sold a vehicle that failed safety inspection and must be compensated
Sincerely,
*** *** Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Although that response is acurate for that particular timeframe, thinking I would be wanting to make another purchase in the near future of the date responded to, and given my inability to stay in contact with the dealership due to working in a remote area without many services available I have since requested that deposit be refunded as there will not be a future purchase being made for any vehicle from said dealership.
Also, if the dealer is continuing to treat the deposit as cash towards another purchase, and I have expressed no interest in purchasing another vehicle, I should be entitled to receive my deposit back as I'm not buying anything from the merchant.
The only solution I am looking for is a simple refund of an idle deposit.
Sincerely,*** ***

We are sorry for the concern that was created for
Mrand Mrs*** surrounding their $Deposit they placed on a Ram, December 29, in the eveningMr*** initially expressed he was looking for a truck that would be a "great deal to absorb some negative equity"Our Sales Consultant, Sales Manager and Finance Department began working on his behalfA Deposit was placed but when the information came back from the Lenders it was not with the Terms or Payments Mrand Mrs*** were wanting to stay withinThey requested that their Deposit be Refunded on January 3, at 3:13pmTheir request was presented to Upper Management on January 5, 2018 which was honoredOn January 5, a Reimbursement Check was issued due to the nature of their Credit Card and this information was communicated to Mr*** that same day at 2:in the afternoonOn January 8, at 1:55pm their Reimbursement check was delivered to them via US Postal ServiceWe appreciate them giving us the opportunity to see if we could earn their business at this given time Sincerely, Sherry Q*** Dave Smith Motors [email protected] http://www.davesmith.com 1-800-635-ext

Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me with the following exeptions:
This issue was not the result of miscommunication. Numerous phone calls took place between Jun and Oct and I was promised a copy of these contracts on several differenct occassions by several differenct managers. It wasn't until a Revdex.com complaint was filed that I actually received the promised contracts
I was never contacted by a senior member of the management or the owner as requested with a fair explanation as to why two people who spent nearly $100K at their dealership were treated in this manner or why two copies of the *** contract which is required to be kept on file at the dealership took four months and a Revdex.com complaint to receive. My request was listed as optional in the Revdex.com complaint and I'm genuinely disappointed that I wasn't contacted with a fair explanation
The copies of the contract were furnished and I consider this matter resolved and request that it be filed for informational purposes.Regards, *** ***

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, *** ***

Mr***'s $Check was sent out US Postal, Day Priority on September 16, It was delivered to his home on September 19, at 2:01pmAgain, we apologize on behalf of the Tire Manufacture that Chrysler Motors purchased the tires from and installed onto Mr***s RamIf the vibration had been identified here the day of delivery we would have had the opportunity to address the situation here prior to leavingThe Owners Manual that Chrysler Motors provides to each of their Consumers about their vehicle they purchased, a direction to take if they have a Tire IssueThe warranty coverage is with the Tire Manufacturer as they carry their own Warranty
We were sorry to learn what had occurred and did provide a direction that aligned with what Chrysler Motors instructed in their Owners ManualThe $we extended to Mr*** was offered as a "Goodwill Gesture" as Travel Assist to our dealership and appreciation for the opportunity to earn his business. Thank you Mr***

Mr*** request has been honoredHis Deposit of $was Refunded on June 28, at 10:amdepending on the bank that issued his Credit Card it may take them to Business days until it appears on his accountHis copy of his receipt is being sent to him for his recordsMr***
has been contacting our dealership since 2002, always inquiring about our prices that we extend to the consumerWe now implemented a "Docusign" that is automatically sent to the customer verifying their commitment to the purchase as a Deposit is placed on a vehicle that the customer has identified meets their needs and requirements and they want to purchaseIt is serious as it will remove that vehicle out of our Inventory while we proceed forward with finalizing the purchasing processIt protects that specific vehicle under that customers name upon their request and commitment to buy which is indicated when they place a Deposit
Mr*** has been contacting our dealership for our pricing since He contacted us on October 7, on a specific vehicleHe did not have his Trade In information with him and wouldn't have it until the next dayWe never received his Trade In information and was contacted several times for thatThe vehicle was held out of our inventory until October 31, when he called stating he was backing out and requested his Deposit Refund
There is nothing "SLY" about our businessIt is our honesty and integrity along with our strong Business Ethics that has brought our dealership into the position we arePeople travel from all over the United States to do business with us because of our pricing we extend to the Consumer. Every year there is tremendous growth!

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.
While in an ideal world, I would rather just have the remaining balance paid to me. I will send in a check for the amount issued to me for reinstatement of my vehicles extended warranty plan. Once I reach the full 100,000 miles I expect to have a full refund of the amount originally paid. I will get the check in the mail this week. Please be on the look out for my check and call, as indicated upon my checks receipt. 
Sincerely,
[redacted]

In response to Ms. [redacted] request to have her Extended Warranty Contract reinstated for the full TERM it has been honored. Her response was presented to our Finance Department Manager and he contacted the Company on her behalf and they have agreed to reinstate the Warranty upon receiving the amount of money that had been refunded to her on October 20, 2017. Once we receive the Check we will be able to facilitate Reinstating of the Extended Warranty. Our Finance Manager will contact her to assure her the check is received and her Warranty reinstated at which time it will allow them to discuss with complete clarity and answer any questions she may have. I look forward to receiving her response sharing if she would like to pursue this direction. Ms [redacted] is making strong accusations against our dealership which are not true but I can understand her perspective. I believe with all the information the consumer is taking in at the time of delivery there may be some confusion but we are always here to answer any questions one might have at any given time, day of delivery or any time after. Integrity, Honesty and Business Ethics are of highest importance to our dealership. It is an impressive company to see what all we extend to the Consumer and the value we place on our customers. Sincerely, Sherry Q[redacted] Dave Smith Motors [redacted]@usautosales.com http://www.davesmith.com 1-800-635-8000 ext. [redacted]

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 $100 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 gratuity. To date, no check has arrived and I have receive several emails from their financing department requiring my signature on loan items from the original purchase. I 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 management. All communique were relayed through multiple receptionist / secretarys.
Please re-open this case until Dave Smith Motors fulfills their stated monetary gratuity.Sincerely,[redacted]

I have spoke with business and they have agreed to my resolution and I am accepting their response. Thank you

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dave Smith's response that they couldn't have foreseen all of the vehicle's failings and I should have purchased an extended warranty misses the point and is inadequate. I do agree that they couldn't have predicted the first problem (coil packs); however, the transmission, brakes and struts were very worn or already failing and needing replacement when I purchased the vehicle. Being a single and non-mechanically-inclined woman, I was not able to recognize these potential problems and placed my trust in the integrity of the salespeople at Dave Smith. In hindsight, the stick shift was very loose and would slip into other gears accidentally, when changing gears. Unfortunately, I did not have the knowledge to know that this was a bad sign that the transmission was falling apart.
I feel that I was taken advantage of by Dave Smith. When a person pays $16,000 for a vehicle, they expect major components such as transmission, brakes, etc. to have been thoroughly inspected, in good working condition and to last them for several years. I have purchased other "as is" used cars in the past as a single woman, and this is the first time that I have filed a complaint and felt that I was sold a "lemon." I expect more of a well-known business such as Dave Smith and I believe that they are culpable for the expenses I incurred, particularly in regards to the transmission, which, if they had tested/inspected, would have shown damage and consequently either repaired or adjusted the car's priced adjusted accordingly. I would still like monetary compensation for expenses incurred by me for having to repair a subpar product sold to me by Dave Smith.Regards,[redacted]

Mr. [redacted] we are genuinely sorry for the frustration and expense that you are experiencing surrounding what occurred this past September. I am personally sorry that my last response caused you further irritation! Your issue and request has been so carefully researched and reviewed by both of our Service Managers, Upper Management and our Pre-Owned Department Managers. I have researched with the Service Manager that oversees the Certified Service Department for the Redbluff dealership that identified and resolved the issue so we would have complete clarity as to what was the cause. We have records showing in our preparation of your vehicle for Re-sale it was Lubed and Serviced in compliance to "Chrysler Motors Regulations". The work was completed by one of our Senior Techs that has been with our dealership for many years.
You provided records of your Oil Changes and maintenance that were performed by another Company three times and with another company 2 other times. We cannot be responsible for what they did or did not do through their maintenance of your 2012 Ram. Based on what was identified by a Chrysler Motor Certified Tech that the issue was caused by lack of greasing the Ujoint you may want to pursue responsibility with those company's that were servicing your vehicle during the additional 28,854 miles that were applied to your Ram since your purchase with us at 58,780, 1 year earlier. Dave Smith Motors is not responsible for what unfortunately occurred. If we were we would own it because Integrity and Honesty are of utmost importance to us. Full respect and research has been given to your issue Mr. [redacted]. Our original response remains unchanged and we are sorry that you reject it, but it is based on truth. We are not at fault with what occurred.

Dave Smith Motors is in the business to sell vehicles to consumers.  We do sell close to 1,400 each month.  It is in our benefit to sell vehicles to qualified customers.  We do not however finance the purchase of vehicles, lending institutions such as banks and credit unions...

provide that service.  We help facilitate the financing by providing certain documentation to support the qualifications of the purchaser.  The customer is required to provide supporting documentation when it is asked for by the lending institution.  When that documentation is not provided or it does not meet the standard that has been requested the loan approval process can slow down and stop until the requirements are met.  At this time we are waiting for [redacted] to provide Proof of Residence and Proof of Income to support her request for Credit that the lending institutions are requiring.  We are in the business to sell vehicles and when [redacted] provides the required documents to the lender we will be more than happy to help her purchase her vehicle of choice.

Our last response to Mr. [redacted] was based on TRUE facts only. I will always give full respect and care to the details of a customer complaint through careful research with speaking with the individuals involved along with reviewing all calls and any other avenues that will provide insight and facts to the complaint. Our dealership will always take responsibility for issues we are responsible for. Integrity and Honesty are of the highest importance with conducting our business! With a Pre-Owned vehicle and if there isn't a Factory Warranty still available to that specific vehicle it will be an "AS IS" vehicle upon the purchase of that vehicle. the customer is made fully aware of this during their closing and signing of papers with one of our Finance Consultants. On October 21, 2016 at 1:39 our Pre-Owned Sales Manager spoke directly with Mr. [redacted] regarding this specific vehicle, 2003 Ram 2500 that was Built in 2002, at the time 14 years old.  In that conversation Mr. [redacted] asked about the Inspection we conducted. Which our Sales Manager said he could provide, he pulled up the record and read it to him. He shared that the Power Steering pump had been Replaced, that the Crank Case, Front and Rear Pinion Seals along with the Rear Main Seal were Cleaned. Mr. [redacted] asked about the cleaning versus the replacement and the response was that if there was fluid leaking on the ground we would have replaced but there was none, so they were Cleaned. He went on to share that both the Front and Rear Breaks were at 4mm which met our Safety Inspection guideline. Mr. [redacted] was made aware of our Inspection prior to purchasing this vehicle. I understand why he paid another business to Inspect this vehicle he purchased but they are recommendations and they are in the business to "Up Sell" as well. A perfect example was where you were told you were recommended a new outside Passenger Mirror for the small crack on the right bottom of the mirror, they quoted you $885.10. To replace the Mirror, as you shared with me the Housing was not damaged, the replacement Mirror is a pop off and pop on mirror,  the amount was $80.00.  I provided  this mirror as a Goodwill Gesture as I gave Mr. [redacted]  the benefit even though it differed from the Sales Consultant response as mentioned in my first response to your complaint.Our dealership also extended to him a $500.00 Discount off the price of the vehicle to assist him with his travel expense from Alaska to our dealership as he inquired due to the distance. He requested that we keep the Topper on the vehicle as he could use a Topper. We complied with his request. Regarding the inquiry about the Lights that were affixed to the front bumper, this was the first I heard of this. I spoke with our Pre-Owned manager and he shared that if After Market parts installed have are broken/damaged or a wiring issue they would  be removed, as was in this case. Pictures are taken immediately upon receiving the vehicle into our Inventory and they are to return to the photo shop for pictures after all the work has been completed. Many of our vehicles that come in on Trade will sell soon after as in this case. I presented everything to our GM to see if he would authorize any further expenses Mr. [redacted] has requested. As a "Goodwill Gesture" he has authorized a reimbursement check for the new All Season Tires that were purchased at The Tire Factory in Vancouver along with monetary provision for the replacement Serpentine Belt, right Taillight Bulb and License Plate Bulb. the last three items were inspected through our Inspection and were operating at that time. the serpentine Belt was removed when we replaced the power Steering pump, inspected and reinstalled as there was no damage. We replace all the time Serpentine Belts on Pre-Owned vehicles when deemed necessary it is only a $59.22 expense. the lights were not burned out at the time of the Inspection. Apparently, like any used part there is a life expectancy and they must have burned out. We certainly would have spent the $2.10 for a License Plate bulb that pops in and out along with a Taillight that is a Safety feature for $3.90. We will be sending you a check for the amount of $1050.00 so you can have the last 3 issues addressed with the pricing that the dealership there in Vancouver stated plus reimbursing you for the All Season Tires you have already purchased.  This check will be issued upon receiving back a "Release" form I will be Emailing to Mr. [redacted] for his review and signature. It is my hope that I have provided further clarity to Mr. [redacted]'s complaint and he will receive our "Goodwill Gesture" of $1050.00 to assit him. A pre-owned vehicle that was built in 2002 and has 140,296 miles applied to it will have parts that are wearing down.

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.
Sincerely,
[redacted]