Lucas Ford LLC

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.It is apparent that Dave Smith is not concerned with customer satisfaction, not only regarding my complaint, but also many others on the Revdex.com site. Mine was not a nitpicking or unreasonable concern. Dave Smith lays the blame with the customers, saying they should have laid out even more money on an already expensive purchase for a warranty, when, in truth, they are selling vehicles that have not been properly inspected and reconditioned. What other sales industry could get away with selling an expensive, unwarranted and defective product? I am truly appalled and will tell anyone that I speak with to avoid Dave Smith.Regards,[redacted]

Mr. [redacted] selected a vehicle he chose to purchase it. On February 28, 2017 at 11:48 am he placed a Deposit on it to secure it in his name and for us to remove it out of our Inventory while proceeding forward with finalizing the purchase process. Prior to taking the Deposit our sales consultant...

read over the phone our "Disclosure" regarding our Non-Refundable Deposit Policy which he understood and agreed to. It was a commitment to purchase. Since it was the last day of the month he wanted to secure the Rebates and Incentives that were available to him as well. This commitment to purchase was clearly explained with the Disclosure regarding the Deposit along with a Disclaimer about his purchase and the communication to the manufacturer that he was purchasing this vehicle he selected to safeguard their Rebates. On 3/14 at 11:30 am when speaking with our dealership he stated he understood the Deposit was Non-Refundable but now he needed to back away due to unforeseen expense that came up. Upper Management has honored Mr. [redacted] request for a Deposit Refund. On March 17, 2017 @ 9:16 am Dave Smith Motors processed that Refund. Depending on the bank that issued that Visa it may take them 4-10 to process, it just depends on their processing. It is important to note that Dave Smith Motors never said we would take him to Court. Mr. [redacted] was the one projecting that idea, not Dave Smith Motors. Full respect was given to Mr. [redacted] and his request, every phone call was carefully reviewed to know the true facts for both parties. We appreciate the opportunity Mr. [redacted] gave us to earn his business. We conducted business professionally with complete clarity to our Policies which were understood and agreed upon by Mr. [redacted].

Mr. [redacted]' request have been carefully researched and reviewed by Upper Management for their direction. We contacted his Sales Consultant that has since left our employment and we inquired about the Windshield and Passenger Outside Mirror. He replied that he did state they identified on...

the day of delivery that the Windshield was damaged and required being replaced. He went on to share that Mr. [redacted] was comfortable with this as he had a lot of miles ahead of him where something could occur. This way he will have a new Windshield when he arrives back home in Alaska. We have made those arrangements with Safelite in Fairbanks. They have already made contact with him. In regards to the Passenger Outside Mirror his Sales Consultant shared that he was not aware of a cracked mirror it was just the Windshield that was identified.
Mr. [redacted] has been most patient and cooperative with me in providing information I have requested. I have sent him a replacement mirror as a "Goodwill Gesture". It was sent out yesterday, Tuesday, January 10, 2017 via US Postal, Priority mail and will be delivered to his PO Box. It can easily be snapped into place. It is the Replacement Mirror only. Upper management authorized the reimbursement check for the Steering Pump Repair in the amount of $164.55. That too was sent out Priority mail yesterday. They are both scheduled for delivery this Saturday, January 14, 2017.
Upper Management has declined to reimburse or cover any other expenses that were requested for the following reasons:
*Mr. [redacted] came to our dealership and Inspected this vehicle. Accepted the appearance and condition of the vehicle. It would have been at that given time to make his request or express his concerns Or select a different vehicle which we would have been happy to accommodate.
*It is required by Law to post on a Pre-Owned Vehicle a "Buyers Guide". This Buyers Guide is "AS IS-No Warranty". It states "YOU WILL PAY ALL COSTS FOR ANY REPAIRS. The dealers assumes no responsibility for any repairs regardless of any oral statements about the vehicle." This form was presented to and read by Mr. [redacted] while in closing with our finance consultant. After being read it was signed indicating he agreed and understood this vehicle is an "AS IS" vehicle.
We genuinely appreciate Mr. [redacted] giving us the opportunity to earn his business. We did perform a Safety Inspection of this vehicle and it met the safety requirements. Mr. [redacted] was fully aware of the Bed of the truck, the Tires (Steele Belted with a lot of Tread) with his personal Inspection.

We are genuinely sorry for the misunderstanding surrounding the logistics involved when a customer chooses to have their vehicle Transported to them. Dave 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 service. The Auto Transporters are independent from our dealership. Our Sales Consultant, when Mr. [redacted] asked if we ship, referred  to them as a "3rd Party" company. Our 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 Transporter. We do not have control over the Transport company and their process'. They require time to coordinate their Drivers and their routes. Often times  the Transporters will require a 14 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 to. He shared he had spoken with Mrs. [redacted] that Friday, April 28th. He picked up Mr. and Mrs. [redacted]' Silverado on Saturday, April 29th. He 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, 2017. Auto Transporters are their own Business, with their own policies and procedures in conducting their Services for the Consumer. We do not have any control over their time schedule. It 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 Transporter. Again, we are sincerely sorry for the confusion!

On April 6, 2013 Ms. [redacted] traveled to our dealership to take delivery of a "2013 Chevrolet Silverado 1500" from one of our Senior Sales Consultants. When this Complaint was made with Revdex.com he was still in our employment and he did remember the transaction. Ms. [redacted] required an 8'Bed to accommodate the Camper she would be placing in the bed of the truck. She shared with him the weight of the Camper and the truck she purchased would definitely accommodate that weight. I appreciated Ms. [redacted]s response sharing with me what shop and who she spoke with. This was important to both her and myself as they inspected her tires in person. I contacted [redacted], Store Manager of [redacted] as she directed. He shared that Ms. [redacted] did come into their business with a piece of paper stating that her Chevy and Camper together weighed 6,150lbs. They stated that the Manufacturer Tires that GM installed at the Factory were correct for her GVWR (Gross Vehicle Weight Rating) of 7000lbs, she is under that rating.  The manager went on to share that they tried to clearly explain that her Factory Tires were Safe but she believed they were unsafe. He shared they tried different ways to explain it to her. If she were to take her Chevy onto rough Terrain such as "Offroading" then a set of 10ply would be best suited for that type of Terrain. If that was communicated to us at the time of her purchase we would have been able to sell her a set of 10 Ply Tires at that time and happy to do so. We are a Full Service Dealership. The Manager with [redacted] and our Accessory Manager concurred that her specific Manufacturer Tires that GM chose to place on their Chevy Silverado 1500 has:"A GVWR of 7000lbs and the Curb weight of 5400lbs thus leaving the vehicle with 1600lbs of available Payload. The tires provided have a capacity of 2469 Each or 9876 Total. The tires are completely within the capability of the vehicles intended usage." We hope this will provide some Peace of Mind that her Factory Tires that GM selected for their 2013  Chevy Silverado are capable for the weight of her Camper and Truck under their Specifications. Thank you for your patience while I researched.

We stand on our original response as expenses were incurred to facilitate Mr. [redacted]s commitment to purchase that vehicle. Hours were spent, Documents were completed and Fed Ex'd out to Mr. [redacted]. He agreed that it was a Non Refundable Deposit prior to his commitment to purchase that vehicle. In his own words, questioning if the Deposit could be applied to the next Deal he asked
"I know you can't hold the same truck for that long. But hoping to apply the initial Deposit to the next deal?"
Our Sales Consultants response assured him that "we will be able to use the Deposit you put down again."

We were sorry to learn on July 14, 2016 that Mr. [redacted] experienced issues with two of his Factory installed Goodyear tires. It is always disheartening and frustrating when having just purchased a vehicle and something goes wrong. One doesn't expect this on a new vehicle, unfortunately things can...

reveal themselves once mileage is being applied. Mechanically there are thousands of parts that are seating in. Just as a car manufacturer provides a Factory Warranty for their product 3 yrs / 36,000 miles, whichever comes first, the tire manufacturer also will cover their product under a 12 month / 12,000 mile Warranty, whichever comes first.
Mr. [redacted] purchased his new Ram 1500 on Tuesday July 12, 2016. He contacted our dealership on July 14th sharing that he experienced the day before on his drive home some issues with his tires. Our employee shared with him that his tires would be covered under that Brands tire Warranty and to take his vehicle to a Tire Shop that carries that Brand, Goodyear. Which he did, [redacted] in Eagle, close to his home. They identified that there were two tires that were "Out of Round". Unfortunately they did not have the same tires In Stock but their store in Orchard did. Orchard had the 2 tires replaced within one hour of his arrival that afternoon.
Please be assured if our dealership had experienced any issue at the time we PDI'd (Pre-Delivery Inspection with a Test Drive) or along with the Test Drive our Sales Consultant and Mr. [redacted] took the day of delivery, the 12th,  we would have addressed the concern as well prior to him leaving our dealership. We would have Road Forced the tires and would have resolved the issue as did [redacted]. Apparently this did not reveal itself until he was traveling home on the 13th as he shared with our employee. We are providing to Mr. [redacted] a check in the amount of $100.00 for Travel Assist as a Goodwill Gesture in appreciation of him giving us the opportunity to earn his business. Had this issue revealed itself to us prior to or at time of delivery we would have addressed this at that time under the Tire Manufacturer Warranty. I know that Goodyear stands behind their product and certainly does not want to frustrate their customer as well. Dave Smith Motors and Goodyear are very sorry for the imposition and concern that Mr. [redacted] experienced with two of his Goodyear Tires.

Mr. [redacted] is a returning customer to our dealership. He purchased with us back in 2013. He contacted our dealership inquiring about upgrading his GMC. Unfortunately the California Sales Tax and the Trade Figure prevented the purchase at this time. Mr. [redacted]'  $500.00 Deposit was...

Credited back to his Visa Card on August 5, 2016. We appreciate the opportunity to see if we could earn his business once again. Please accept my apology for any concern or frustration we may have cause as it does take time to review and present to Upper Management the request for a Refund as well as the banks Process with Posting the Credit.

Revdex.com - ID [redacted]210 North Division • Kellogg, Idaho 83837www.usautosales.com1-800-635-8000[redacted]Revdex.comMr. [redacted] 2nd key Fob was sent to him on May 11, 2016 at 1: 10PM. It wassent 2 Day Priority through the US Postal system. I did a follow-up call withhim to make sure he...

received it. He returned my call confirming he now hadit in his possession. I also provided to him a self addressed stamped envelopefor the programming of the key Fob. Once I receive that I will have areimbursement check issued to him.Sincerely,Sherry Q[redacted]Customer Relations Manager - Dave Smith Motors

We arc genuinely sorry for  the confusion that has occurred. It 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 Departments. Mr. [redacted] and Ms. [redacted] both received reimbursement checks but apparently Mr. [redacted] Warranty was received by Glasscoat but Ms. [redacted] did not. There was confusion and a misunderstanding by the person that facilitated sending out each of the Warranties. Mr. [redacted] contacted our Dealership on October 7, 2015 and left several  messages for me but I was off that day. He 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 of. The information was given to the Accessory Manager and a new Contract was issued. Copies for Mr. [redacted] and Ms. [redacted] were sent to them that same day. When I returned to the Office on October 8th I responded to Mr. [redacted] Voice Messages. On October 9, 2015 I sent out both copies of their Warranty Protection Plan Contracts that listed all of their coverage along with a Simonize brochure. This was sent out 3 day priority mail through the US Postal Service. The envelope was  delivered to them on October 13, 2015 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 days. They are sent to Glass Coat  on a Monthly basis. I spoke with a Glass Coat representation in the Warranty Department and the shared they will only enter the data every 2 weeks.  I will follow up with Glass Coat to confirm that [redacted] Warranty is inaffect. I will call during the week of November 16th or until I receive confirmation. Upon 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.

I have been communicating with Dave's Auto, and have sent them the information they requested. Next Ms. Q[redacted] will call the manager of [redacted]. Thank you for your patience. [redacted]

On January 24, 2018 at 5:55 pm (Daylight Savings Time) Dave Smith Motors Refunded Ms. [redacted]' $500.00 Deposit back to her Visa Card. On January 25, 2018 at 3:23pm we received an Email response from Ms. [redacted]  acknowledging the Refund and expressing her appreciation that we...

honored her request.

Please accept my apology Mr. and Mrs. [redacted] on behalf of Dave Smith Motors. This is clearly not how our company conducts business! We are genuinely sorry for what surrounded what began as a wonderful buying experience with our dealership only to have it fall through the cracks due to our, your...

Sales Consultant leaving our employment soon after she spoke with you on August 3rd. It is apparent your File was not given to another Sales Consultant to facilitate and assist you with the remaining process and shipping contacts. Your request you placed on August 13, 2016 to have your $500.00 Deposit Refunded has been honored. Yesterday, Wednesday, August 24, 2016 your $500.00 Deposit was Refunded at 3:30pm. I will send you your copy of the Refund Receipt for verification that Dave Smith Motors did Refund to your CC. Depending on the bank that issued that card it may take them from 4 - 10 days before you see it posted to your account. We are truly sorry for what occurred Mr. and Mrs. [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.
Sincerely,
[redacted]

Mr. [redacted] did bring his 2012 Ram 1500 to our Service Department 1 year ago, November 11, 2015 to identify where a Leak was occurring in the Roof. The Tech that was assigned to this issue is a Highly Certified Tech. Ram had a "Bulletin" out about Roof leaks and the course a Tech is to take to...

identify and resolve in such a case. The first course of action, most common cause,  was to Inpsect the "3rd Brake Light", if not there they are to inspect the "Antenna" next. Our 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 sealed. He then inspected the Antenna and it was identified that it required a replacement. this 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, 1 minute or .02 miles from our location. Over the course of the year Mr. [redacted] brought in his Ram to our service Department for another 6 Visits:
11/17/15 @ 61,825
11/22/15 @ 61,826
1/18/16 @ 63,034
1/25/16 @ 63,269
4/26/16 @ 68,272 and then on 8/9/2016 @ 76, 093 miles. There was never a mention of a Leak in the course of year until November 16, 2016, 1 year later and 21, 942 miles later, Mr. [redacted] brought his Ram in for another Leak. They identified this time it was the "3rd Brake Life", a completely different Leak. This time the "3rd Brake Light" was full of Water. It was also Water tested and confirmed this was the point of this Leak, this time, unlike the first time. We quoted to Mr. [redacted] the "Business Rate" of $61.11, Parts and Installation. We WAIVED the inspection charge as a "Goodwill Gesture". Mr. [redacted] Declined the Repair. At 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 customers. We have even sent Drivers over with a Loaner vehicle to pick up a customers vehicle for Service and return to them upon completion. We 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.

As is stated in the previous message we could not have known these problems would happen 8 months or 2 years down the road and that is why we offer extended service contracts on all used vehichles. Troy H[redacted]

Complaint: [redacted]
I am rejecting this response because: the paperwork is misleading, the financial representative was not upfront about the entire process of receiving a full refund. The plan was never used in any way. I would be willing to reinstate my plan until the 100,000 mile mark. So, that I would in time receive my full refund. Charging $1,400 for absolutely nothing is FRAUD. 
Sincerely,
[redacted]

We are very sorry for what occurred around Mr. [redacted]' purchase with our dealership. In researching each of his concerns he expressed it all came down to our Sales Consultant and his communication with Mr. [redacted]s requests.
Mr. [redacted] spoke with one of our Team Managers regarding his concerns and...

he extended to Mr. [redacted] the following as compensation :
*Dave S[redacted] Motors covered the expense of $450.00 for the Leveling Kit Mr. [redacted] had our dealership install.
*Dave S[redacted] Motors paid for the Shipping expense of $2200.00 for the transporting of his Ram to his home as well as Transport his Trade In back to our dealership. Mr. [redacted] was going to pay for this expense but our Sales Consultant did not have this included in his Loan as requested.
*Regarding the figure for the California Sales Tax was off by our calculation of $587.00. We explain we provide an Estimate. This is stated on the Order for Motor Vehicle that the customer signs. Dave S[redacted] Motors will reimburse Mr. [redacted] for that difference as a Goodwill Gesture. The check will be sent out today, 8/25/16 via 3 Day US Postal. Regarding the Bedliner that was suppose to be applied to the Bed of his Ram was not communicated to the Accessory Consultant. On July 13, 2016 when our Team Manager was speaking with Mr. [redacted] he asked him to send him a receipt for the application of a "Linex Bedliner" and he would reimburse him for that expense as well. A receipt was sent but it was not a clear copy so Mr. [redacted] was asked to send a clearer copy so it could be printed off for Accounting purposes. If Mr. [redacted] would please submit that to me directly I will be happy to facilitate in securing the reimbursement check for him. It is my understanding that expense is somewhere around $380.00 or so. The issue with having his Rims Powder Coated Black it was communicated to Mr. [redacted] that was not something we could accommodate with those Wheels. That is why he was never charged for but it was communicated to him that underneath the Chrome Hub Cap the Wheels were Black. Surrounding the issue with Passing the Smog requirements for California that would lie with Chrysler Motors. It is my understanding that these are related to hours applied to a vehicle to, such as 72 Hours accumulative for one, another would be to drive with full throttle on and then throttle off. We have so many California customers choosing to purchase with our dealership for our savings and they never have this issue because they have applied the miles on their trip back home that will allow the Smog Certification. When a vehicle is Transported the miles have not been applied yet to allow this process. Mr. [redacted]s Ram is 50 State Emissions. I believe there is a Certificate that the Certified Dodge dealership provide to residents where their vehicle has not yet had the mileage applied so it can pass but is exempt until that has occurred. I am confident that the Modesto or Turloch dealership will be able to provide that to him if not already done so. As you have read Dave s[redacted] Motors has respected and owned responsibility for what our Sales Consultant failed to follow through with. We are genuinely sorry! we have paid for items that Mr. [redacted] would have paid for but instead we covered them as Compensation and Goodwill. I look forward to receiving a CLEAR copy of the Receipt for the application of Linex to the Bed of his Ram. It is my pleasure to facilitate what we promised him we would do.

We are genuinely sorry for the confusion that has surrounded this issue. Upon receiving their Complaint with Revdex.com I spoke with Mr. and Mrs. [redacted]. I learned that they had purchased a Pre-Owned BMW with our dealership in August of 2015 in conjunction an Extended Warranty. The 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 specified. In August of 2016 they decided to Trade In their vehicle and purchase another. They were under the understanding that they could cancel the Extended Warranty and apply the reimbursement from the Warranty company as their Down Payment. With the warranty under the specified months or miles that would qualify the full reimbursement, it fell short and so it was Prorated. This created the issue where the amount of their Down Payment on their Loan was short and a Bill was submitted for that amount. Dave Smith Motors has absorbed this expense as a Goodwill Gesture. One of our Senior Finance Managers provided an explanation and apology, he had reached out to them on March 8th. I also requested that they receive a letter from our Accounting Department assuring them that Dave Smith Motors would remove the Bill. We are sorry for the misunderstanding that occurred!

Thank you for your patience Ms. [redacted]. Please know I have been researching your issue, speaking with our Accessory and Tire Shop Managers, the gentleman that Orders all of our vehicles along with your Sales Consultant that assisted you with your selection and delivery. I just need a few...

answers from you and then I can present your issue to Upper Management for their review and direction. 
Would you please provide to me the current mileage on your Chevrolet Silverado along with the name of the Tire Shop that inspected your tires and shared you had the wrong set of Tires. With those two pieces of information I will be able to proceed on your behalf. Thank you for your assistance and patience Ms. [redacted]. I look forward to receiving the above information.