Lucas Ford LLC

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.We have been in contact with Jeep directly and are working with a representative on a resolution.
Sincerely,
Rebecca N[redacted]...

It is true we were trying to see if we could secure Refinancing for Ms. [redacted]. Many people will choose to Refinance down the road for various reasons, possibly establishing better credit which will allow them a better interest rate. Unfortunately we could not at this given time. Ms. [redacted]...

Deposit of $100.00 was Refunded the day before she placed this Revdex.com Complaint on 11/29/17. Dave Smith Motors Refunded her $100.00 back to her Credit Card on 11/28/17 at 5:52pm. Depending on the bank that issued the Credit Card it may take them from 4-10 Business days before it will appear posted to her Account. Our dealership both times, with the original purchase as well with trying to secure Refinancing were genuinely working on Ms. [redacted] behalf. Our intent and desire to what we extend to the consumer is always to their advantage. We will present our pricing and what is our best Financing we can secure for them plus options they may want to consider. It is then presented to the consumer for them to choose. 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 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]

Complaint: [redacted]I am rejecting this response because: I have already submitted the required documents to Rich R[redacted] which were then forwarded to Duke in finance. That is a ridiculous response just trying to avoid the situation. Sincerely,[redacted]

Mr. [redacted] purchased a Pre-Owned 2003 Nissan Ultima from our Pre-Owned department on February 11,2016. At the time of purchase our Finance Consultant presented to him "Extended Warranty" options that were available to him. He chose to "Opt Out" of them with the understanding he could purchase within a...

certain period of time after his purchase. On February 25, 2016 at 1:36 pm he spoke with another Finance Consultant inquiring if there were any other Extended Warranty Options available to him other than the 12/12 and 24/24 that had been presented to him on the day of purchase. This Consultant shared with him 2 other options, a 4 year Warranty requiring payment 1 time payment in full or a 5 year Warranty that he could finance over a 12 month period.  Mr. [redacted] shared that he would speak with his wife and get back to us if they decided to purchase an Extended Warranty. What was communicated as well was, after 1 month after the purchase date of the vehicle the companies providing the Extended Warranty would require a re-inspection of the vehicle.
On March 14, 2016 at 2:31 pm Mr. [redacted] called into our Pre-Owned Department manager and left a message for him to call him as he had a question. Our manager did return his call at which time it was shared that the 2003 Nissan Ultima was using Oil. We offered to him  at that time to return the vehicle as a Trade In. Mr. [redacted] chose to not pursue that avenue as he didn't want a payment and we didn't have a vehicle he would want and at the price he wanted to stay at, $5000.00. It is my understanding that one month later Mr. [redacted] contacted our Pre-Owned manager again sharing what has currently occurred. Mr. [redacted] was offered an option as a resolution but has chose not to accept trading it in for another vehicle and opting out of purchasing an Extended Warranty within the first month after his purchase.
We are genuinely sorry for what has occurred.  We have extended to Mr. [redacted] the options he could have taken if he chose regarding an Extended Warranty as well as Trading the 2003 Nissan Ultima in for another vehicle.
Just a note that on February 26, 2016 Mr. [redacted] spoke with his Sales Consultant sharing that "everything was awesome" and that he had identified what the noise he heard, it was a component that was dragging from the Air Fluctuation, so it was resolved, cost $60.00.

This response is in reference to the Revdex.com complaint issued by Mr. [redacted].  Please note that Mr. [redacted] did not purchase the vehicle that is in the complaint.  He has issued the complaint for an acquaintance of his that did complete the purchase contract and signed for the vehicle.  ...

The person that did purchase the vehicle did sign a document, which is attached, that stated the Manufacturers assigned towing capacity for the vehicle being purchased.  By signing the document they showed that they understood and agreed to the Manufactures towing specifications and that it met their requirements.  Any future changes to their towing needs which would require a vehicle with a greater towing capacity such as purchasing a bigger and heavier boat would be the responsibility of the owners to acquire a different vehicle to meet those new needs.  In addressing Mr. [redacted]s specific concerns: *  The Owners Manual is an all inclusive manual that is issued by Chrysler Motors.  It includes information for the RAM 1500, 2500, 3500 and whether it is an automatic, manual, diesel or Eco Diesel.  The Owner did receive the correct Manual that Chrysler Motors sent with that specific vehicle. * Mr. [redacted]s Sales Person did not get "fired" as he states.  The person that purchased the vehicle was working with a senior Sales Consultant that had been in our employment for over 3 years.  He was a Certified Diesel Mechanic and an opportunity of employment in his field of expertise opened up for him and he accepted it. * Mr. [redacted] did contact our Dealership on behalf of the Owner and inquired about trading in the RAM for a GM Diesel because they are wanting to purchase a bigger boat and they learned that the Insurance Company would not insure the new boat because their existing RAM 1500 is not designed to tow the heavier weight capacity of the new boat.  A vehicle was identified and presented that met the new requirements of the new boats weight but the price difference was too great and the purchase was never pursued. Dave Smith Motors provided a vehicle to the customer that met their initial towing requirements and it was accepted and purchased by the customer.  There was no deceit or misrepresentation by Dave Smith Motors at any time.  Mr. [redacted] is acting as an agent for the individual that signed for the vehicle. Thank you,Sherry Q[redacted]Dave Smith Motors[redacted]@usautosales.comhttp://www.davesmith.com1-800-635-8000 ext. [redacted]

We appreciate Mr. [redacted] giving Dave Smith Motors the opportunity to see if we could earn his business. Unfortunately the 2006 Grand Cherokee was not to his expectation. Dave Smith Motors has Refunded Mr. [redacted]' $500.00 Deposit as requested. This transaction took place yesterday, Tuesday,...

August 22, 2017 at 5:38 pm. Depending on the Bank that issued his Visa Card they may take from 4-10 Business days before Mr. [redacted] sees their posting of his Credit. It just depends on their process. I 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.

Complaint: [redacted]I am rejecting this response because: This clearly isn't going to get me anywhere. Someone who's having trouble with their vehicle goes out of their way to purchase a $50k truck to try and ensure it would be taken care of. And it backfires to the point of being upside down in the loan because of dishonesty and greed from the dealer. For someone who knows nothing about trucks, to be responsible for trusting other people's work, and end up bent over and [redacted] by everyone involved, is absolute trash. But you know what? I'm not gonna let it get me down, I just got engaged, and I'm gonna go focus on moving forward with my life, and let karma take care of the dishonest, disloyal people that are Dave Smith Motors. Ensure I will make it my duty to relay this story to every person I know, and while it may not take much business away, maybe it'll do a little something. At least open people's eyes about the "#1 dodge dealer in the world" garbage you portray. Heard really good things about you before this, sad that I was let down. I hope you sleep well at night. No need to respond. Sincerely,[redacted]

Mr. [redacted] contacted our dealership on December 14, 2016 regarding purchasing a 2017 GMC Sierra 2500. He requested specific Features and Options with Color preferences. He wanted to make this purchase by the end of the month, year for Tax purposes. Our Sales Consultant proceeded to assist with...

identifying a vehicle that met his specifications. Mr. [redacted] was informed that the vehicle that met most of his requirements was not yet in our Inventory but was an "Incoming" vehicle that had an ETA for the 20th of the previous month and so it was anticipated that it would be delivered to our dealership shortly. This information was communicated to Mr. [redacted] at 2:24 pm on December 14, 2016 and he proceeded to place a Deposit on the vehicle to secure it in his name. On December 16, 2016 Mr. [redacted] left a voice message with our Sales Consultant asking if he might look through our Inventory that was already on our Lot instead of an Incoming vehicle. Which he did but confirmed we still did not have one that would meet his specifications. With "Incoming" vehicles our dealership has NO CONTROL over it's delivery until it is Offloaded from the Railcar there in the Spokane Railyard. Once it is Offloaded we can request that it be "Hot Coded", expedite the process of being configured onto a Load for delivery to our dealership. We can only request and we are at the mercy of the person that configures the loads to each dealership. Apparently, what occurred, when researching with GM and their Business Center regarding Mr. [redacted] vehicle, it was held up in meeting it's ETA of 11/20/16 due to a massive "Quality Inspection" for 2017's. The GM Business Center shared with me that this vehicle with many others were taken from the Plant where it was Built in Flint, Michigan to Toledo, Ohio for a required Installation where it remained at that Plant, under a "Quality Inspection" until Released and placed onto a Railcar, 12/31/16 dispatched to Spokane, Washington. The Railcar arrived to Spokane on January 24, 2017 and Offloaded/Bayed on January 28, 2017 per the Business Center. Mr. [redacted] GMC Sierra was delivered to our dealership on February 7, 2017. It arrived with Transportation damage to the front Bumper. It required authorization for the repair through a Transportation Claim to complete the work which added more time. We are truly sorry for the unforeseen issues that arose surrounding Mr. [redacted] Incoming GMC with the Manufacturer. Obviously it was very important to delay the delivery of vehicles to make sure they met all GM's specific requirements. They would not Release vehicles until GM made sure their product met their standards which required the installation of some component or product. On February 14, 2017 Mr. [redacted] arrived to our dealership to take delivery of his vehicle. We provided a 2 night stay while his vehicle was completed with the installation of the Accessories he requested. We greatly appreciate his patience and we are genuinely sorry for what occurred!

Mr. [redacted] was searching for a vehicle and identified 2 specific vehicles that were listed on our web specials page.  When he inquired about them he was told that other customers had secured those vehicles with a purchase deposit.  Vehicles are listed for sale with specific rules...

and guidelines listed in the Disclaimer that is posted on the bottom of each page which states:
DISCLAIMER
Prices are good for Idaho, Washington and Alaska residents only,  Call for rebates and pricing for different States.  Not all customers will qualify for all rebates.  All vehicles are subject to prior sale.
Mr. [redacted] is welcome to continue to view vehicles for sale on our web site and if he is first to secure a vehicle with a purchase deposit then he would be able to continue with the purchase process.  The vehicle could remain on the web site for a period of time until the sale is completed.  Mr. [redacted] is also able to put a backup deposit on a vehicle that already has a deposit on it.  In the event that the first deposit placer does not complete the purchase then Mr. [redacted] would be able to purchase the vehicle.

Mr. [redacted] was a returning customer of ours from 2011. He contacted our dealership again in August 26, 2014 regarding another purchase. Mr. [redacted]s Sales Consultant was a Senior Consultant, excellent with his knowledge and service. On August 28, 2014 a Ram 1500 was identified as the Ram that met his...

specifications and a Deposit of $500.00 was placed on that vehicle to secure it for him while they proceeded forward with finalizing the purchasing process. Deposits are placed on a "SOLD" vehicle where they are removed out of our Inventory.
On September 21, 2014 we received an email from Mr. [redacted] sharing that with what was occurring with his job and that he felt the deal needed to be pushed out to a later date. He went on to share that he was "hoping to apply the initial deposit to the next deal? " On September 25, 2014  our Sales Consultant assisting him acknowledged his question and responded to let him know that when he was ready to contact him and "we will be able to use the deposit you put down again." Mr. [redacted]' $500.00 Deposit will always be available to him towards any future vehicle purchase with us.

Complaint: [redacted]I am rejecting this response because:
1) One of two vehicles were on the website for several weeks.
2) I was offered a more expensive vehicle, which felt like a bait and switch tactic.
3) I was never told about the ability to place a back up offer on either of the two vehicles I wanted to purchase. In fact I was told the vehicles were sold to others and no other offers could be accepted as they were owned by someone else.
4) The disclaimer sited is highly interpretable and provided a means of false advertisement.
Additionally, as a returning customer who all referred several potential clients to your business (two bought), I am deeply disappointed in your overall treatment and response. Sincerely,[redacted]

Ms. [redacted]'s request was carefully researched and then presented to Upper Management for their review and direction. They honored her request and authorized the Refund of her $500.00 Deposit she placed on a Pre-Owned Vehicle. On April 6, 2017 at 12:56pm Dave Smith Motors Refunded $500.00...

back to her Visa card. Depending on the bank that issued that card it may take them up to 4-10 Business days until she sees it posted to her account. It just depends on their process.

Revdex.com:I wonder why two employees of [redacted] told me to take the camper off the truck because the tires do not support the weight.  So can the tires carry the camper or not?
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I've done all I can to find satisfaction, which sadly, I am lacking.
Sincerely,
[redacted]

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]

Regarding the other complaint, Complaint ID# [redacted], Ms. [redacted] In researching this complaint I have learned that it is directed to "[redacted] [redacted]. As you are aware of we are separate entities. I will be forwarding this complaint over to their...

General Manager, [redacted] who will provide the response to this complaint. Here 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 1-800-635-8000 ext. 1267

What Mr. [redacted] expressed in his complaint was true regarding our agreement to pay half for a new set of Tires. After researching I spoke with Mr. [redacted] on December 1, 2017 and extended our apologies for the additional concern we caused him by not issuing the reimbursement check we had agreed to....

I assured him I would be personally sending out the check, which has been done. I also included with the reimbursement check a copy of his Deposit Refund that we credited back to his Credit Card. That transaction took place on November 9, 2017 at 11:44 AM as requested. Again, we are very sorry that the did not get his reimbursement check out in a timely fashion as we said we would and as a result caused him additional concern!     Sincerely, Sherry Q[redacted] Dave Smith Motors [redacted]@usautosales.com http://www.davesmith.com 1-800-635-8000 ext. [redacted]

Mr. [redacted] request for a Deposit Refund was honored after reviewing his unique situation. He was in agreement to our "Deposit Agreement" that was presented to him at the time of placing his Deposit. Unfortunately, we had two Sales Consultants that he was working with leave our employment....

This caused a 10 day delay where there was no communication until one of our Senior Consultants was asked to step in and facilitate the rest of the Sales Transaction and Delivery. We are genuinely sorry for the concern this created for him, it caused him much uncertainty! On December 12, 2017 at 4:38 pm Mr. [redacted] Deposit of $500.00 was Refunded back to his Visa Card. Depending on the bank that issued that card it may take them from 4-10 Business days before he will see it posted to his account. It just depends upon their process for posting a Credit. This was a very unusual situation that occurred and again we are truly sorry! Sincerely, Sherry Q[redacted] Dave Smith Motors [redacted]@usautosales.com http://www.davesmith.com 1-800-635-8000 ext. [redacted]

In researching and reviewing the calls between Mr. [redacted] and our Sales Consultant it was determined that the Deposit was given prematurely! As we began to work towards finalizing the purchase we could not facilitate his requests, deal structure. On October 30, 2016 at 8:50 am Mr. [redacted]' $500.00...

Deposit was Refunded back to his Credit Card. Depending on the bank that issued his card it may take from 7-10 Business days before it is posted to his account. It just depends on their process.  Mr. [redacted] will receive copy of his Refund in the mail. Thank you for your patience.

Complaint: [redacted]I am rejecting this response because:
I don't recall ever agreeing specifically to the deposit being non-refundable. If the business is not refunding for the reason of hours and documents, etc. and valuing that as 500.00 yet, are willing to still apply it towards a future purchase, then that previous valuation is null. Furthermore, stating that I understand they weren't able to hold the vehicle for that long is not an admission or agreement to a non refundable deposit. On top of that, the specific vehicle was still at the factory and included in their active inventory. The deal was initially drug out by the dealer and afterwards my job took me away from the ability to complete the documents in order to complete the purchase. I continue to stand by my demand for a refund. A simple 500.00 transaction and the way this business has handled the aftermath has left a forever sour taste in my mouth. For 5 years I have continuously referred potential clients to them. Obviously, based on this back and forth about a deposit, there will no longer be referrals coming from my network or myself. Sincerely,[redacted]