Recent Reviews from AutoNation Chrysler Dodge Jeep Ram and FIAT North Phoenix

I have had service for my 2015 Cherokee Latitude at other Dealerships in Phoenix. Your service center is my preference, I like the way the Center is set-up, the customer waiting area is superior. Comfort for us has been thought out. rather than just putting us in available space, your waiting area is on a single level, there is no problem for a person having to climbing stairs or feeling like you your in the employee break room. This space has natural lighting as well as good ventilation and sufficient internal lighting . I can read a book or use Wi-Fi that you provide. A Television is installed where it is visible to all that wish to view it. Clean restrooms with a changing Area for baby's needs. A snack center is available in it's own area, there is fruit and sweets ,like pastry and coffee or tea A person could eat food brought in from outside. Tables are available to eat at or do work from the office remotely. This waiting area just steps away from outside where your vehicle is returned after being serviced. You can stretch your legs or catch a smoke with out going thru any work area. Also shuttle service is available to or from home. The driver's are safety minded and the shuttles are new and Break downs are not on your mind when traveling in one of their vehicles. I'm sure I am not remembering all that is provided at no additional charge to the customer. The best of all I saved for last.and that comes from the service representative. Of course everyone thinks theirs is good. My favorite is named Rocket. He is the main reason I continue to come to Auto Nation As well as the thoughtfulness for the customer needs. Service Reps as a rule are friendly, with Rocket the friendliness is real plus having knowledge of the mechanical workings and service I may may require now and in the future . No time have I felt like he is trying to up-sell to me. Rocket is the main reason we use Auto Nation. He is quite genuine in his cheerful bearing and he always keeps me informed about what stage my car is in and how much time is left before the work is finished. We are considering the purchase of a new Jeep , Rocket is the reason we will consider Auto Nation for our next purchase. He is a valuable asset for any employer.I can't say enough about him!!!!! Oh, and your car is washed before it is considered done.🌵🌵🌵🌵🌵🌵🌵🌵🌵🌵 I know I've said alot to think about but I feel good about AUTO NATION and so should you.

brucencalifornia Jan 10, 2019

Very disappointed in this service. I don’t care that I wasn’t approved because that’s not the point, I took my business elsewhere and got a new car but here’s my rant... I purchased a car on Nov 23rd of 2018. Had a downpayment and walked off the lot with the vehicle. They told me what my payments were according to the approved loan and everything. Several weeks later, I was told I’d never been approved and that I needed to return the vehicle. Mind you, they’d said that they had called me. I was never called, not once. It wasn’t until I paid my car insurance that my mom asked me who the bank was that gave me the loan and that I needed to call them to set up my automatic withdrawal for my first note that was set due in 2weeks from that day. So when I’d called I was told to bring the car in and when I expressed frustration I was only told “you’re lucky I don’t keep your downpayment”, I proceeded to ask for the guys supervisor(Vladimir) and he refused until I’d cussed and he decided at that point to transfer me to Ed(his boss). Upon speaking to Ed he told me that he’d call me back in 20 minutes to see if there was anything he could do. An hour or so had passed and I decided to call him back, no answer so I left a voicemail. Hadn’t heard back for weeks. It wasn’t until I got another call on Dec 31st saying, “there’s nothing we can do bring it back” Now my thing is this, why did it take about 30 days to tell me this and secondly why has no one returned my calls. I took the car back on the 31st because I was finally given a final word. The day I took the car to the dealership, no one spoke to me for about an hour (except for the person that asked me who I was looking for) Vlad came over to where I was sitting and looked at me just to walk away. It wasn’t until about an hour and 15 minutes later did someone come and ask for the keys to check the car. Which I gave and still hadn’t been addressed further. I called my mom and said I needed to go back to work since I’d left my job to return the car. An hour and a half later no one spoke to me. No one told me if the car was good or anything. My boyfriend finally says the guy that took the keys came back in and as he walked passed us and said “it’s all good”. Shocking to me because why not address me and let me know everything was good to go and give me the check back? Since the loan wasn’t approved, where did my check go? Anyway, with taking the car back, my mom was told She’d be sent a check with my down payment. Still no check and I’ve been given the runaround all day long about the check and so have my parents. If I had to drop what I was doing, lose out on money from work that day, and return the vehicle In a jiff, then I want the same energy with my $1,000 check. I really thought I was getting good business but it’s really just all around terrible and a headache. And I’m definitely going to make sure that people know this dealership is keeping a check from a disable veteran who has told them how much he needed the money back (my dad) because he’s gotten very sick since that visit to the dealership to the point where all of his kids are taking care of him and my mother. I am not the kind of person to post things like this because my family has owned businesses in the past and I know what a review can do, but if you rip people off, disrespect, belittle and lie to customers, it’s what you deserve. I Hope I get a response soon in regards to the reimbursement because this is NOT okay.

Al Pee Jan 8, 2019

RUN! Their service dept is Super Shady & unethical (no joke)! My '15 Chrysler 200 S was stalling so I had Autozone test my battery, then towed it to my mechanic shop who also tested the battery & said it was good. My mechanic showed codes on electrical problems causing a disconnect of communication w/the engine. They said it could be transmission related (8yr warranty), so take it to Chrysler dealership. I told AutoNation that upfront & that my battery was only drained from me pulling the hidden clutch in the floor up to make my neutral gear work for AAA's tow. They had my car from 9/27/18 to 11/13/18. They misdiagnosed it twice! 1st they said it was the battery. I kept telling Maureen it wasn't the battery. She gave some technical response, so I bought a new battery for $160 & took it to her @ 7:30a. She said once they install it, she'd have me on my way. Around 11a, the mechanic came out w/Maureen & apologized that it wasn't the battery. I got dropped off & had an extremely important appt. to be to @12p. I asked about a loner car & she said they don't do that & she could have their shuttle drop me off at a car rental so I could rent myself a car. I demanded a loaner & finally got one that day. Maureen then called me about 30 days later & said it was the fuel pump. Maureen apologized for not calling sooner or returning my call saying she'd been gone & thought someone else called me. I wasn't stressed due to the loaner. I then called her very rude & unprofessional boss Steve & insisted a 2nd mechanic check for electrical problems affecting the engine like my mechanics suggested. Steve responded, if they know so much, why aren't they fixing it? I explained ineeded to take it to a Chrysler in case there's any correlation to the transmission. Steve claimed there was a 2nd master or Sr tech who already confirmed the problem was the fuel pump only & said he wasn't reimbursing me for any of the parts I purchased due to the 2 misdiagnosis. Maureen called back & guaranteed that if the fuel pump diagnosis wasn't the problem, they'd pay for whatever else it was. She quoted $1053 to replace the fuel pump on my car so I chose to bring my own new Mopar fuel pump in, labor was still $488 when their labor is only around $135 per hour on a 2 hour job. Maureen claimed it was a 4.5 hour job to replace my fuel pump. I finally picked my car up 11/13 (about 47 days later) & told Maureen I feared it would stall again. She assured me it was the fuel pump & they test drove it. I took her word, got on the freeway & the car cut off on the freeway after 20 mins. I blew my horn & had hazards on to try to keep cars from hitting me at 70mph. Two brave men in different cars pulled over & risked their lives to save mine. They pushed me off of the freeway. I called Maureen who gave me a tow # & said they'd pay for the tow back. I told her I'm on 99th & McDowell & asked if I towed it to a Chrysler down the street, could she still pay for everything & she said yes, just have the tow guy & the dealership call her. It was almost. Larry Miller Chrysler had a proper diagnosis the very next day. My connectors, wire harness & wires were melting on the power distribution center. It's the exact electrical recall issue for my car (code R24), but Chrysler's recall department said it's for cars made in 2014 to Sept. 2014 & my car was made at the same Sterling Heights, MI plant 2 mos. later in Nov. 2014. Maureen called & agreed to refund parts & labor ($942 total) & said put it towards the $1100 cost at the other dealership. I said you agreed to pay if it was another misdiagnosis & she said, yes, but that's a different Chrysler. AutoNation Chrysler wouldn't honor their word re: nothing further out of pocket. They were non-responsive so I called GM Jimmy Zamarano who was not helpful at all & had an 'Oh well' attitude. I have no car for work & I'm a driver! I'm losing $ while spending $ & had to send my 11yr old child to school in an Uber. I feel my 1 star rating was rather generous. They Truly don't care, hence their 'F' rating with the BBB!

Ms. LaKiva Dec 5, 2018

Update- Mareen who was complete unapologetic tells us they will good will us and let it pass but in the future we are now on the limited warranty. Yes i am well aware of that thank you. Picked up the car and left. This morning we find that the check engine light is back on. I call auto-nation ford to immediately let them know, I am told that the general manager here called the general manager there to comp us, Mareen made me feel like a childish consumer who threw a fit instead of the customer with the right papers proving they should fix my car because it was covered. The general manager over here at auto-nation ford told me to bring my car there and he will handle it, because im am out of the limited 90 day insurance. I feel assured and comforted that i was heard the entire time by auto-nation ford; the dodge service on the other hand is deplorable. No call backs after talking with 8 people, not even mareen herself until i picked up the car. 3 day hassle which is ending up with them not honoring a service agreement. I am well within the dates and mileage and they are demanding i pay the deductible. I bought the car over at the auto-nation ford, but since the car is a dodge i brought it here... big mistake. Over at Ford i talked to Chris who resent in my car info to VPP which dodge could've done but said no ford had to, just has been passing me around. Next issue is that yes everything is expired now, but not when i dropped the car off. Chris talks with the finance manager over with Lisa, who says dodge must honor it. Back to dodge, i am passed from my service adviser Marueen, Bob, to John from finance, to sales maria, then to service Jacie. Now i am waiting for Eric the service manager to call me back. Let alone that the car has been here for about a week and a half for a sensor replacement. Lesson learned - auto nation takes your money, doesn't service you and definitely makes you pay for your platinum coverage! And wont cover their 90 day warranty.

Christina Krogulski Nov 30, 2018

I visited the dealership after searching for a vehicle on the AutoTrader website. I started by speaking to a sales person and I showed them the vehicle that I found. I had an issue with the fact that the price listed on the AutoTrader website reflected a $1000 incentive for having an existing lease. Although the AutoNation website the sales person showed me reflected that, that’s inconsistent to how their vehicles are being listed with AutoTrader which can seem misleading to a lot of consumers. A suggestion would be to have the prices listed the same between both sites. After discussing the price, I was able to test drive the vehicle, which solidified my decision to purchase it. We headed back to the office to get a pricing sheet and an evaluation of my trade in. I told the sales person that I’d be coming in with my own financing to purchasing the vehicle. He did not object, but then asked me what my credit rating was. I gave him a general range of my credit rating and he left the room and came back with a pricing sheet with different monthly payment options based on a 4.99% APR. I repeated my preference to come in with my own loan and that I’d think over the price and the offer they gave for my trade in. After some negotiating, we agreed to remove the price of the tint (something I could have done for cheaper) and a slight increase in my trade in value. I told the sales person that I’d be securing my financing that day and we discussed about him dropping off the vehicle and picking up my trade in. The next day, I followed up with another sales person, and we arranged a time and to meet at my office, which worked out since my work schedule that day was pretty packed. I picked up my loan check from the bank, to prepare to handover once I got the vehicle. I got a call from the financing department about paperwork. I was inquired about how I was purchasing the vehicle and I told them that I had my own loan. They offered to “run my contracts” since they also did business with the same bank I went through. I politely declined and I was told that AutoNation gets penalized if they don’t “run my contracts”. I again insisted that I had my own loan and that it wasn’t necessary. He confirmed some of my contact info and we ended our conversation. I got another call from the same person in financing, insisting that I stop by. I told him that I was already meeting a sales person at my office and that I would speak to him. He told me that the sales person wasn’t authorized to visit me to sign paperwork and that he would follow up. I then got a call from the salesperson that I was meeting. He told me that he was actually on his way to meet me but that someone (probably the guy from financing) stopped him and told him that I was coming in. I told him that I wasn’t. I had to speak to another financing person to discuss a service contract, which I declined. After all that, the sales person was able to meet me at my office. I signed some paperwork and they wanted me to fill out some information on a credit application form but I left out my SSN. I told him that I didn’t need my credit ran since I already had the loan check. The sales person did not say anything about the omission and I was able to go home with the vehicle. We did have to go back to have my wife sign some documents. We were greeted by an employee and sat down at the table. We waited over 15 minutes. All we had to do was finalize paperwork. Again, they had her fill out the same paperwork, and like me she also omitted her SSN from the paperwork and we reiterated that we already paid for the vehicle and that our credit should not be ran. We got copies of the paperwork but for some reason they left out the copy of the credit application. We asked for a copy of it to prove that we did not provide our SSNs or mark any consent to run our credit, which we received. I felt that coming in with your own financing would’ve made the process a lot simpler but there are some implications with it. If you come in with your financing, just make sure to stand your ground.

Chris M Nov 12, 2018

If you are looking for a place to buy a new car, you may wish to look elsewhere. Think, before you 'Drive Pink'. We came in looking at a new Wrangler Unlimited. The dealership did not have exactly what I wanted, so they located one at a nearby dealership. After making the deal, which took a several hours, the jeep they located for the deal was not available. The dealership offered to sell me their unit and would install the extras needed (four rounds of paperwork later). We purchased their unit with these assurances. Big Mistake! Although the sales aspect of it was reasonably pleasant, this is the third week we have been trying to get the extras installed. The Service Rep (Name I had to remove here), failed to return no less than a dozen calls, forcing me to present at the dealership. Sales tried to steer me to service, but I felt that was not my place to correct their behavior as they were not employees of mine. I asked for a manager. I spoke with one of the sales managers, He assured me I would just need to let them know when I wanted to bring the car in, and they would take care of it. Sales called a day or so later, asking if I could bring the car in Friday for one of the extras to be installed (almost 3 weeks after purchase). I advised I would and they asked me to reach out to my service rep. I presented to her for the install, and she did not have the scope of work. She advised she was 'unaware', despite my written proof to her of the contrary. I left with the Jeep and escalated my concerns. I won't bother you with all the back and forth with the dealer. Suffice it to say, it took almost 90 days to recover the funds I was over charged for this transaction (the options they promised to install for free, were actually charged to me hidden in the paperwork). I had to deal with the Sales Manager directly to accomplish this. My Jeep is still not optioned as they promised, and I am the one holding the bag. I will never buy another vehicle from this dealer. This experience was deplorable, and I cannot tell you how disappointed I am. This was a 50th birthday present. It was a wonderful way to ruin a monumental birthday. It is no wonder why they have the terrible reviews they do. I am following up with Jeep customer service.

geauxt92 Sep 18, 2018

My wife and I purchased a FIAT 500 Electric car from Bill Luke Auto Sales on June 23rd 2018. We drove from Albuquerque NM to Phoenix AZ to purchase the vehicle. Upon returning home we found that the Bill Luke had not inspected the vehicle to be in working order BEFORE they sold it to us, specifically the vehicle charging unit was faulty. We called Bill Luke to have it services as this was an issue caused by lack of vehicle inspection prior to selling the vehicle. Chris Dow and David Mitchell of Bill Luke attempted to avoid our calls and inquires in reference to the issue. After 3 days and 16 calls to Bill Luke Auto Sales, specifically Mr. Dow and Mr. Mitchell we were able to get the vehicle transported to Fiat for the issue to be corrected. We spoke to Mr. Mitchell about getting a rental due to the lack of vehicle caused by their negligent business practices, Mr. Mitchell then again avoided us for 2 days and 7 phone calls. When the vehicle was finally repaired we spoke to Mr. Mitchell about having the vehicle transported back to use as the vehicle service department is over 70 miles away, he said, "getting the vehicle back is your responsibility." We let Mr. Mitchell know that the vehicle was sold to us under false pretenses. The fact being that the vehicle was sold as a "operating" vehicle and it "did not operate" as agreed upon during the purchase. Mr. Mitchell, Mr. Dow and Bill Luke sold us a vehicle that they did not inspect prior to selling and have adopted a "buyer beware" persona. We would like to believe that this issue was a routine oversight but after the appalling level of service Bill Luke Auto Sales has provided we now believe that it was a known issue and something of lemon vehicle sold to us. We will be seeking alternative means of remedy as Bill Luke Auto Sales, David Mitchell, Chris Dow, and general manager Chris Knob have all failed to remedy this issue completely. Do not mislead customers and do not state that vehicle are operational when they have not been inspected.

DwightZier Jul 11, 2018

I'd give Zero stars if it was an option. We just left this dealer with my Father (he's 68 with multiple health issues). My Father bought a vehicle from a so called friend that worked in sales about a year and a half ago. He bought a 2016 Dodge RAM work truck with NO bells and whistles. The finance person was slick (aren't they all), and added in an after market warranty and GAP coverage. My husband owns an automotive repair shop and no one in our family ever buys the after market extended items. My Father did not want or need this coverage. He has owned the vehicle for 19 months and has put on 19,500 miles, which would mean any issues would be still under a factory warranty. My Father recently had a hip replaced and his diabetes is terrible, with other health issues, he can no longer get in and out of the vehicle. We went with him to trade it in for a crossover at Honda and Honda mentioned that he was upside down and a huge part of that upside down is the aftermarket and gap (totaling $3,000!). This is when we found out they slipped in the extra unnecessary coverage. We went with my Father to this dealership to help him get back the funds he has over paid because of the careless finance department. The finance manager said the only option was to sign off the extras and they'd put the rest of the money towards the loan. We know this to be NOT true. My husband and I owned a Dodge Laramie truck a few years ago and the same thing happened and we called in and got the money back in a check that day! The people at this location are not only heartless but scam artists. I would not recommend doing business with them especially if your older. Senior citizens be ware and don't sign anything without reading it. My next call is to the CFPB because I am tired of sales people sneaking items on to car loans. They get quick cash but don't do anything to help anyone in need. I wonder if we went to trade it in at Dodge if they'd give the $3,000 towards a new vehicle? If it benefits the dealer I'm sure they'd figure out how to use it. My Father really needed the funds to put down on another vehicle to help him get out from under this horrible purchase and in to something he can get in and out of (physically), and of course the dealer found a way to keep the money in house and not help a person. I just can't believe they'd send us out the door and make my Father feel like a fool when it was their fault. The finance manager literally smirked at us knowing he was getting one over. It felt like they did it for a quick laugh. Whomever runs this dealership should be ashamed.

Cassandra Mueller Jun 13, 2018

I have a 2015 Jeep Wrangler Unlimited. I was having problems with it not starting intermittently and had gotten stranded the prior day. I took it in and indicated that my husband had the battery tested and it was good, so I decided to bring it in. I also told the service manager that I was working with that when my husband removed the battery, one of the connections was loose, so when he put it back in, he made sure he tightened it. I acknowledged that could have been the problem all along, but would like to have it checked to be sure it wasnt the starter, the alternator or something else. At this point things were fine. I dropped it off Monday morning at 7:30. The service manager said she would call me to let me know what was going on. Their transport gave me a ride home and I went about my day. By noon, no call. By 1:00 no call and although I had no idea how many jobs they had that day, I thought I would call to see if they had the chance to look at it. A receptionist answered and said that my service manager Maureen was with another guest, but she would tell her to call me back in about 15 mins. By 3:00, I had no call back, so I called again. They said they would leave her another message. Around 3:30, she called me back and said the car had behaved all day, so they would like to keep it overnight to do a cold start in the morning, just to be sure it started and she would call me in the morning to let me know if I could come get it. Morning goes by, no call. Around noon, I call, a lovely young woman tells me she will leave a message for Maureen to call me back...again. i say o.k. and continue working. Maureen calls me around 1:00 and tells me, the technician thinks it may be the alternator or something else, but both are covered under my factory warranted, so either way, there will be no charge. She says she will let him continue working on it if that o.k. I agree, but tell her I would like to know if they are going to keep it again because I have to arrange transportation. She agrees and says she'll call me in a couple hours to let me know what's going on. By 3:00 I have no call back, so I call again. I again get told they will give her the message to call me back and it should only be a few minutes. By 4:30 still no call. I try to call one more time, and of course do not get her but this time was able to dial direct and leave her a message, so I ask my husband to come pick me up from work, leave work at 5:30, and head to the dealership so that I can follow up in person. We get there and she says to me she tried to call me right back the last time I called but I probably hadn't even hung up yet. One would think, if you were calling someone and really thought he or she was still leaving a message for you, you would wait a minute and call back. That did not happen however. We get there, she looks up the information and tells me that they still aren't sure, and they now think it may have been a lose battery cable (which was not loose because my husband tightened everything under the hood before we took it in, which I told her when I dropped it off), and they would now like to keep it yet another night to be sure. She said if it started in the morning, they would have it washed and I could pick it up in the morning. She also indicated they were not going to charge me if that was all it was. Next morning, I get a ride to work, by 11:00, you guessed it, no call. I call and leave a message directly for Maureen and request a call back to see if I can come pick it up. Hours go by and no call back. I call the general number at about 3:00 and tell the receptionist that my service manager never calls when she says she will, and they have now had my jeep for 4 days to tell me it might be a loose battery cable, and I no longer want to speak to her, I would like to speak to her manager. She tells me there are no managers available, but she will send an urgent message for one to call me back right away. Miraculously, about 3 minutes after I hang up, Maureen calls me and tells me that they did tighten a battery cable and the car has an aftermarket alarm so the technician wanted to make sure there was no wiring issue with the alarm. I tell her I don't think that's the case because I bought the car brand new, and I didn't have an aftermarket alarm installed. She tells me that some dealers preorder cars with them already in it, so I probably didnt know I had it, but all seemed to be fine, so they were sending it to be washed and I could pick it up around 3:30. I then leave work early, and go to get it around 4:00. I ask her about the alarm while I wait for them to bring it, she tells me the same thing and then thanks me for letting them keep it to "be sure" all was ok. At this point, I just want my car, so I don't argue as I do not trust them to work on my car further anyway. What she didn't know is that my husband worked as a manager for a company that installed aftermarket car alarms for 8 year and I know for a fact, the the alarm in my car is a factory alarm. My husband checked under the hood and there is no evidence that they even looked under my hood. There is undisturbed dust, no finger prints, and no evidence of any type of inspection. If they did look at it, they have the stealthiest hands as to not disturb any dust or anything. They had my car for 4 days. If it was a loose battery cable, that is a 2 min fix and I should have had it the same day. I didnt even mind them keeping it overnight just to make sure they weren't missing the problem, but beyond that, I was given a lot of excuses in my opinion. My biggest problem is that they never delivered on their commitments. There is not one time I got a call back when they said they were going to. I understand people get busy, but if you say you are going to call someone in the morning, and you don't call until 3:30pm, that isn't exactly morning. I would recommend that if you don't think you'll be able to get to someone until afternoon or evening, just say that. Set realistic expectations so you can delivery on your commitments to your customers. I also, feel that the response I got about was was wrong, was completely untrue. If you cant find anything, just say that. Don't makeup tales about aftermarket alarms. You never know what your clients might do for a living. I brought my car to the dealership as to not void my warranty not because I don't know anything about cars or alarms. I will not be doing business there again. I would not have a car serviced there, and I would not buy a car there. I would not recommend them.

Rachel Ronfeldt Apr 23, 2018

Total nightmare dealing with Bill Luke Chrysler this dealership lies to each and every customer. Dont believe me? Check out the Bill Luke blog on its website it says buying a car from Bill Luke is simple and stress free it gos on to say that all you have to do is apply its that simple! Well its not that simple My wife and I did just that applied online and thats when the nightmare began. We immediately spoke with a live person at the dealership in internet sales soon after we applied who told us we only require a down payment of about $1,000 $1500 based on your information with a (795 fico score) mind you we just applied online and all ready told this. We were okay with this down payment than the amount changes to a much higher down payment $2200.00 dollars sales says we will apply this amount to the loan and remove the car from the website so no one would try and buy it, fair enough even though we were told to put a lower down payment. Next day we are told we are approved and that we will have to fill out documents standard stuff no problem we did just that and submitted all of the required forms of identification less stool sample so where is the nightmare part? After we filled out all the paperwork gave the [non-permissible content removed] our much higher down payment provided them with all proof of identification including power of attorney/notorized form we are than told that they will not release the vehicle until the bank funds the loan! Than the dealership says to us we have been burned in the past and we just dont release the car due to our policy! We told them we were approved and you have everything we have been told to submit well it is now 11 days as of 12/6/2017 and we were told this morning the bank has not funded the loan as of yet we may looking at two whole weeks. We have spoken and griped/vented to so many people there in the last week that everyone in that dealership knows who we are really folks? Were now the talk of the town in Pheonix so unless you dont have a real strong marriage and the patience to wait past 11 days for a vehicle you are buying for your spouse same the cost of a divorce attorney and seek elsewhere they have been in business over 80 years doing business this way? Pathetic excuse for a dealership burned in the past who says that to a customer? When we were approved for up to $54,000 dollars handed them our $2200 down payment and only wanted a small commuter for less than $11,000 dollars.

noneyabusiness Dec 6, 2017

2015 Ram 2500 Diesel Service issues: Service advisor Maureen always friendly and helpful-read below for issues: • Fluid leaking near right rear tire-likely brake fluid: Per service advisor-tech made no mention of issues, despite rotating tires and marking right rear brake pad at 9mm. When I picked up the vehicle and discovered the issue was not addressed, I grabbed a paper towel, wiped under the leaking area and showed it to the service advisor-fresh fluid easily visible. Advisor stated vehicle was safe to drive and issue would be resolved “when vehicle returned to shop to replace warranty parts ordered”. • Rotate tires: Tires rotated, but tech did not adjust tire pressure for location-had to remove 20lbs psi from front, and add 20lbs psi to rear tires to meet manufacturer’s recommendations. • Oil change: Tech did not reset oil life indicator after changing oil. • Top off all fluids: Windshield wiper fluid near empty-had to ask service advisor to resolve prior to leaving. • Warranty-after bringing vehicle in 4 times for warranty work, the item will now be replaced. • (FYI-I always open the hood to ensure the oil cap at least looks like someone touched it…doesn’t guarantee they changed the oil, or put in sufficient oil-as discovered on a previous visit, but at least it’s a start…) I called to talk to the service advisor, and when she was unavailable, requested the service manager-who was also unavailable. I requested to be contacted ASAP to resolve issues, and my review would be based on such (to be fair, I contacted them Saturday at 330, and it is now Monday, 915-but if I can receive a survey request, surely a manager can pick up a phone). Individually, these issues could be ignored, but the basics of “service” were not completed as expected, which left me to wonder what else was marked done, but wasn’t. Trust is a brand that once lost, is hard to regain, and this not the first time I’ve had issues with the service department. Maureen the service advisor is always pleasant to deal with, as is the cashier, but when you pay for “service” that isn’t performed to a basic level, the entire department is discredited. Recommendations: • Provide sufficient staffing for, and have an advisor verify service is performed properly until the techs meet a percentage of “work completed as expected”. Tell your clients this…if we know someone is verifying the work, we drive away feeling more confident that you care about the service as much as you care about the payment. • Rather than having the receptionist to say “the service manager will call you when he can”, provide the customer with a specific timeframe: example: “within 24 hours, or Monday by noon” • Have rental vehicles available-nothing is worse than spending tens of thousands of dollars on a vehicle, hundreds more on service, only to be informed that the company can’t afford a 30 dollar/day rental for you. **Get rid of the phone tree-it took multiple calls over several hours, leaving messages on VM and with the receptionist to discover if my vehicle was ready to be picked up.

Rob Aldrich Nov 20, 2017

What do I think about the Dealership .. If I could give them a minus 5 I would .. Here's way .. I bought my 3rd car from them in May of 2015 .. It was 2015 Dodge Challenger .. The car had a sticker on it stating there is a package called a "Go Fast" .. The package was valued at $7559 .. I was told the car has extra horsepower (20 to be exact) .. I not being a mechanic believed the salesman .. I also bought the tire warranty and a paint warranty which I will talk about later .. Fast forward to the first oil change that was done .. I brought the car in and while I was looking for the salesman , a manager was outside .. They had a blue SRT there and the manager asked if I was looking for a new car and I advised I was here for the oil change .. He then asked which car was mine .. I said it is the green and black and he then said "that is the car we did a lot of work to. Do you want to trade Key for Key" .. I thanked him however I declined because I liked my car .. Fast forward to the second oil change and I ask the service guy want is the "Go Fast" package and he did not know at this time the parts manager walked over and asked me how I liked the car .. I told him I love the car .. He then asked if I liked the feel when the Cold Air Intake kicks in .. I tol d him there is no Cold Air Intake and he said yes there is pop the hood .. I popped the hood and he said there it is and he stopped and he said your right it doesn't have it .. The parts manager then tells me the car was to have the Scatcat package # 1 in it however the dealership couldn't get the parts .. He then said the Dealership didn't want to keep the car in the inventory so it was put on the sales floor .. One of the salesman actually tracked down what is in the car and he emailed the info to me .. I printed it and I brought the info to dealership near my home and they gave me a price for the items .. Their price with markup was $3414 and AutoNation charged over $7500 .. Crazy I know .. I then called the finance guy (AJ) and he said "I can sell a car for any price I want to" .. I was floored .. I called my wife to tell her and she called AutoNation and spoke with a manager and when I arrived at home I told him what happened and the manager said he would call us back in a few days .. That was a year ago .. I have since seen a car I wanted to get and I wanted to trade my car in .. I went too 2 different dealership's and they wanted to give me 22-23 thousand for the book value and that didn't include the "Go Fast" package .. So today 11/5/2017 I went to AutoNation because I was told they will do much better .. What they offered was an insult at 19 thousand and that didn't include the "Go Fast" package .. Not sure were to go from here but if I can save 1 person from being taken advantage of then I guess my story did what was needed .. It's funny because loyalty means something to me as AutoNation is a good 60 miles from my home and there is a dodge dealership about 3 miles from my home and I went to AutoNation .. Thank you for reading and please don't go there if you are a loyal person because they won't return your loyalty ... Oh by the way the warranty's .. First the tire .. I had 1 tire that was going flat all of the time and I had it fixed multiple times and they wouldn't replace it and the finance guy when buying the car told me the warranty is for 5 years and I could go to AutoNation 4 years and 364 days and get new tires no questions asked and that was a lie .. Thanks again for reading ..

Kevin Sirois Nov 5, 2017

BAD customer service in sales! We found a Prius on eBay that we wanted to buy, listed by Autonation in Phoenix. We did our research on it, but by the time we were ready, it was no longer on eBay. However, it was still available on the lot at Autonation in Phoenix. We phoned them, determined the full out-the-door price, and scheduled a time to pick it up. We live in Tucson so figured we could drive up, pick up the car, and get back to Tucson in less than 4 hours. We went to our bank and got a cashier’s check for the full amount of the purchase, and drove to Phoenix for our scheduled appointment. The very first thing we were told when we walked in and met with the sales person was that we had to fill out a financing application. We explained that we weren’t interested in financing, that we had a cashier’s check for the full amount (sitting there on the desk.) We were then told that it was a state law that they had to have that information. That was a lie. The truth is that if you buy a vehicle that costs over $10,000 with cash (a bag full of paper bills) the dealer has to disclose this to the IRS on a form 8300, which includes this information: name, address, social security number. That is all. First of all, a cashier’s check is not considered “cash” for purposes of this disclosure. This is from the IRS website: • The purchase of a vehicle with a cashier's check, bank draft, traveler's check or money order with a face amount of more than $10,000 is not treated as cash and a business does not have to file Form 8300 when it receives them. But additionally, the financing form asked such personal questions as the value of our home, the amount remaining on our mortgage, and names and contact information of several friends! Stupidly, we filled out the form, but again emphasized that we had no interest in financing. Here’s the cashier’s check! The sales person then disappeared to have the car cleaned (they knew we were coming, why wasn’t it ready?) In the meantime, another person came out and TRIED TO SELL US FINANCING! We again said we weren’t interested, and when can we get the car. The sales person came back half an hour later and said they were finished with the outside, and now they will start cleaning the inside. Maybe we’d like to go get some lunch? Uh, no. After being there several hours, being forced to listen to multiple up-sale attempts, and waiting waiting waiting, we finally got out of there with the car. I asked the sales person to shred the financing application and she said that would be done “after the information is downloaded.” The car only had one key, though it was a late model. We need two keys, and the dealer agreed to pay for the cost of an additional one, which we would have to get through our local Toyota dealer in Tucson. We had a document for that, but when we took it to the dealer in Tucson to get the key, and they called Autonation to confirm the payment, they couldn’t get anyone to talk to them on the phone. We paid for the key (over $300) and then started to try to get the reimbursement from Autonation. After many phone calls and emails, we were finally reimbursed several weeks later. So, all I can say is heed our experience. First of all, do NOT fall for the “it’s a state law that you must disclose all this personal financial information if you are buying a car with a cashier’s check.” They are trying to sell you financing in order to make more money off of you than the cost of the car. Don’t tell them anything that isn’t necessary in order to register your car. They now have all that information about us. Don’t let it happen to you. I’ve always considered car buying directly from a dealer worse than dental work without anesthesia. This experience with Autonation Phoenix confirmed that. Never again!

Sara Wright Aug 30, 2017

Very dissatisfied with the service I received from the service department. Made a service appointment with Zach bright and early for a 8am on Tuesday. When I arrived, I waited in the service bay for almost a full 10 min before anyone even asked if I had been greeted yet (all while the lady who pulled in front of me is standing in the service bay looking lost because she too was never greeted). Finally met with the service advisor Zach, told him my issues and proceeded to go sign off on the paper and get a loaner car (which I asked for when I made my appointment). Zach explained that the diagnostics fee would be $65 dollars but they can not give me a loaner vehicle due to they did not have any to give out. I was offered a courtesy shuttle drive if I was within a 10 mile radius of the dealership. I explained I would have never made the service appointment if I would not be able to get a loaner car due to my work is 40 miles from the dealership. He then asked if I could drive a manual car, I said yes and what do you know, they just so happened to have one. Zach told me it was $35 a day for the loaner which I was aware of due to it was not a certain that my issue was covered under warranty. I was told I'd be getting a phone call come early afternoon with the diagnosis. I didn't receive a call until almost 430pm with the news. The news, they couldn't complete the diagnosis. They just finished testing the battery and it came back as being perfect and that they need to keep the vehicle until tomorrow so they can test the alternator and another component and that they just wouldn't be able to get to it the same day because the technician who does it is not there. So now I'm stuck with the loaner car still unsure if my issue is covered under warranty or not because they could not finish a diagnosis in a 10hr time frame (it was almost 9am before I was able to leave the service drive, they close their service drive at 7). So on day 2 of them having my car I was told the pervious day by Zach that I'd be getting a call late morning/early afternoon with the actually diagnosis results. I never got a call, I had to call and leave a message for him to call me with a status. He called with a status...there really wasn't a status, they still have to do diagnosis to figure out what's wrong. Alright, well a few more hours go by and Zach calls with the actual diagnosis and that it was being sent off to be approve by warranty. Well it came back as a component that isn't covered under warranty so it was denied, Zach stated that everything else but the one part is covered. Which I get, warranties don't cover everything but I needed the diagnosis to know exactly what was wrong. I asked what the cost to fix it would be, which was a lot more than I was hoping for so I told him that I'd have to wait a little bit to have the funds and that I'd be by in a few to pay the $65 diagnosis along with the loaner vehicle cost and if I can get a printed out quote of the repair. After I said that things shifted, the diagnosis of $65 which Zach hand wrote on my initial paperwork in the service drive, was now $135 because they "had to spend extra time". I never signed for a $135 diagnosis fee and was told it would be $65. So my $65 diagnoses fee became $135 and because they couldn't diagnose my car in the 10hrs it was there the first day, I now had to pay $70 for the loaner vehicle. Never during any of the pervious conversations was it mentioned that the diagnosis fee was going to go from the $65 that I was told to $135 because of them having to spend extra time. My question is why am I being charged more for "extra time" when it couldn't even get diagnosed within the 10hrs it was there the first day? I have been going to autonation dodge since 2010 and this is the worst customer service experience I have ever received not just from autonation dodge, but from any dealership I have ever been to. I will no longer be doing service at autonation dodge, I will go to any other autonation but here.

Alex Marshall Jul 26, 2017

I will never bring my Jeep here again! Called and scheduled an appointment for 7am on Friday June 30th, got there and was told the techs would look it over and that they would at least have it for a day or 2. No rentals were available as the holiday was the following week, no problem as I had the time off but a bit of an inconvenience. Got a call that afternoon stating the tech was just getting to it and that it will still be a couple days. The next time I heard from them was Wednesday the 5th. Stating what the issues were and that it was approved through the Warranty and I should have it the following day. Now, I have to have my husband carpool me to work because I was still not offered a rental. Never heard back on Thursday. Friday after I called to get the status I was finally told that the part I needed was declined via the Warranty (I had been told previously that this was a suspension issue) the part needed was a Tie Rod (steering issue). I looked over my warranty and low and behold THAT is covered. After trying to get in touch with my service advisor and told she had the day off I asked for the manager, got his voicemail and left a message. I decided to take it upon myself and call my warranty AutoNation VPP, I asked why the part was being declined when it clearly shows that it’s covered. Was told that the part being asked for by the service dept. was the Drag Link, a totally separate piece but still shows as covered under warranty. He says to me there must be a miscommunication. What “miscommunication”; do I need a tie rod or drag link and why am I the one trying to figure this out? Finally was told that all was approved and they are sending the claim back to the dealership. All these phone calls are being initiated by me on Friday the 7th. Called the dealership back was told it was now waiting for approval and that they have a rental car for me because this could be another day. It is now Monday, I had to call AGAIN to get the status and was told the tech that was working on my Jeep is on vacation so another tech is going to finish up. What? The approval for the work was given at 1:23pm on Friday, did you do absolutely NOTHING with her over the weekend? Told that the job should be done tomorrow…we’ll see. Not only is the communication nonexistent, they make you feel like you’re a pain for calling in and trying to follow up. I never heard from the Manager Eric. I will say however, Maureen was my advisor, was pleasant and is working with me but I hope the last call I get from her is to tell me they are finally done. They will never deal with me again and will NEVER get a referral!

Shilo Thornton Jul 10, 2017

My son purchased a 2013 vehicle at Autonation Chrysler 1 month ago. The car was sold to him (and advertised) as Cert. Preowned. Long story, short, by time he got home with the vehicle, it had "developed" a very bad knocking noise. We immed. notified the dealership. The next day, my son headed out to take the vehicle to have a diagnostic done and it broke down. $300 tow later, the vehicle has been in the shop at Autonation Subaru for the last month. We have since learned that the car had many modifications that the dealership removed prior to selling. We learned that it was not actually a cert. pre-owned vehicle (even though we have a copy of the ad and window warranty paperwork that both state cert. pre-owned vehicle. We have requested that the GM contact us about this matter and to discuss the tow reimbursement, but cannot even get anyone at Autonation Chrysler or Autonation Subaru to give us his/her name or email. Everyone keeps telling us they don't know who the GM is.... In the last month while the car is being worked on, the techs and service advisor have all gone on vacations, and have all been sick. So here my son sits, exactly 1 month later. The first payment is due in a week and he has no vehicle. I will not even go into the entire no haggle nonsense, the sales people telling him that he would need one amount down to purchase and changed that amount 3 times until he had put 8K down. Then still giving him an awful interest rate. This was his first time purchasing through a dealership. Autonation has used every disreputable tactic in the book! Not to mention selling an extended warranty on a vehicle that they knew it might not cover. So before I get the standard response from Autonation to call the GM to discuss ways to work towards resolving this issue, I challenge the GM at the Chrysler dealership to discuss this vehicle with the service mgr at the Subaru dealership. I challenge him/her to address this matter by contacting me. The service mgr @ Subaru has our contact info.

Tracy Thomas May 2, 2017

The car industry needs true reform as its poor reputation is well earned and Bill Luke is no different. I bought a car from there because they were the lowest price, but it was just a transaction rather than the satisfying experience it could have been. They didn't work in my interest - only theirs. I stopped in after noticing a advertisement online. The salesman didn't bother to show me the same car at the same price with less mileage I hadn't uncovered yet. I had to come back the next day. Then he was more than eager to get me in the office even after I made it clear I wasn't prepared to pay the price, and then he became upset when I began an offer in the trade in range only $1,600 or so below their asking price after I saw how low they were with their offer on my trade-in car. Then he claimed they were losing money on the car at their asking price when in reality they wouldn't be in business if they were losing money at the price they are asking. They are not losing money as a dealership. He claimed they hope people will work off of retail price posted on the car, but the guy in finance contradicted him later when he said everyone comes in off the online price. Before I left, he even had the audacity to accuse me of being unprofessional while being visibly upset while any objective observer would say I was completely polite and determined while seeking the best possible deal. He didn't seem to know much about the car we were considering. Since no other dealers could match their pricing, we returned there a few days later and had a much better and enjoyable experience with a much more personable and knowledgeable salesman. Nevertheless we left to consider a private party car, but upon inspection with a mechanic and a Carfax that the second Bill Luke salesman graciously ordered we passed on it. Unfortunately, there just wasn't a viable car available via private party and other dealers were higher priced out the door so we returned to buy a car. We were told we would work with the second salesman, but surprisingly they had us work with the first one even when I observed the more pleasant one become available after assisting another client. They were clearly hoping the weaker salesman could redeem himself since we had talked about surveys before, which starting with an apology would have been a nice attempt. He didn't. He then lied in saying he had been off the day we worked with the other salesman. We watched him walk away in his sales attire the day we met the other salesman. I thought about about insisting on the other guy, but needed to get the car and get out of there due to time. We sought some basic things to make the deal more palatable, but they refused even when knowing that would be a determining factor in whether we used their service department. The second salesman was humorous, and the finance and delivery people were good. Yet the overall experience was unsatisfactory and I only bought due to price. At one point when explaining that they lose money on online pricing and hope people don't see it, they also said they hope people have bad credit so they can make more money off them. So they prey on the poor. How about that for a business model?! When I had them compare two cars they got the online pricing wrong on one of them. I will say no to the online quote question because I had to get those myself for each of the several cars we looked at there. The misrepresentation of their profitability, avoidance of some questions, and their inability to work through the eyes of the client is probably not what Bill Luke himself has in mind. They don't see the long game and big picture even when they learned I had two leadership roles in my life that put me touch with lots of people. A good experience would have meant refererrals. I would love to talk to someone in leadership there to help them see there is such a better way to do business!

Montlake Apr 30, 2017

My Wife and I recently purchased a used 2011 Jeep Grand Cherokee from the AutoNation Chrysler Dodge Jeep Ram North Phoenix dealership. I have purchased two other new vehicles here and have always had a satisfactory experience. During this most recent purchase all was going well, we were dealing with two outstanding salesmen Bruce Balicki and Jerry Peterson, both gentlemen I would highly recommend to assist you to find your next vehicle. Where I had an unusual issue was during the inevitable discussion with finance about the up sale to a vehicle protection plan. We were dealing with a Ronnie Wertz, he was expectantly pushing their plans and I wasn’t planning on buying one so it was no more contentious than I would expect until this happened after Ronnie left the table: A gentleman came over to the table and once more tried to up sell the protection plan, when asked his title, I think he stated he was the finance director and at this time I cannot remember his name. He continued the up sale and ran some numbers by us that were interesting but still not something I was ready to bite on. The usual back and forth with a few proposals and we came to an agreement; if he could hit the numbers I proposed we had a deal, Ronnie was at the table at that time and the “Director” instructed him to rewrite the contract to reflect the agreed amount. When Ronnie returned it began to go in an unfavorable direction. The paper work was presented to me, I looked it over and the number we agreed on was not met, not much but enough that when asked I stated that it was still off by a little over a hundred. Ronnie looked frustrated and just at that time the Director walked by leaving the facility, we shouted over if that did it and I told him we were still off by a little over a hundred dollars. The director asked Ronnie if he had done what he was supposed to and Ronnie stated that he had given both my discount and their discount, the Director then stated that perhaps they should just pull it off of the purchase and walked away. It was at this point Ronnie Wertz began to tell me that if it was he buying the vehicle he would place his wife first and not worry about the numbers, he went so far as to state that he wouldn’t even look at them just sign the paperwork because his wife was too valuable to even consider not purchasing it. Remember my Wife and I are sitting together at this table with Ronnie and here he is trying to shame me in front of her. I quickly became offended and very upset and finally had to interrupt him to state that I was merely asked if the numbers we agreed on were correct and I simply stated that they were not. I also stated that for the hundred plus dollars I would still sign the contract but took great offense to not only his tone and demeanor but the inference that I thought any less of my Wife. Ronnie did not apologize he just stated that he was only speaking for himself. I sat there stunned for a moment as he began to place the documents in front of us realizing that during a purchase of vehicle at an establishment I have personally recommended and purchased two New vehicles, I and my wife were being humiliated by the Finance department. I interrupted him once again and stated that I did not need to be shamed by him nor would I tolerate him speaking to us in that manner, I then asked if there was another person that could assist us through the remainder of the process (BTW we had been there since approximately Noon 30 and it was very near 5pm), he said there was and he left and Matt from finance came over and walked us through the remaining signatures without so much as an acknowledgement as to why he was there. We did not have to deal with Ronnie Wertz again and I will refuse to deal with him in any future purchases I may make at this dealership. This was one of the most unprofessional individuals I have ever dealt with and I hope that if you choose to do business at this facility you either do not have to deal with him or have a better experience. I am very disappointed in the Finance department at the AutoNation Chrysler Dodge Jeep Ram North Phoenix dealership, if this is the caliber of person they allow to deal with the public they need to rethink their program. Sales staff gets an A+, Finance you failed miserably.

Daniel Matta Feb 3, 2017

Think twice before buying a car here! The so called “Sales Managers” are the most ignorant I’ve seen at any dealership. I have a clear case of breach of contract. I have a “We Owe” to add navigation to a vehicle, which I paid full price for($595.00) that the dealer did not wish to honor after the fact. This is documented in writing on the purchase agreement, we owe, and several other places. The sales manager assumed that the current system was NAV ready and assured me that I would not have any problems having navigation added. When they realized that they had to replace the entire unit, they changed their mind about having it added. In good faith I opted for a refund rather than pursue legal action. The vehicle was purchased for my son as a gift and I had already given it to him and I wasn’t willing to take it back. That said, I asked for them to refund me the money for the navigation which they agreed to do but claimed that they had to wait for the loan to fund; even though I had given them a down payment that exceeded the cost of the navigation. I inquired several times about the refund and was brushed off. I explained that there was a down payment in cash that exceeds the amount of the refund owed. No one was intelligent enough to comprehend the fact they did have recourse if the loan doesn’t fund (which there is absolutely no reason for it not to). I was well educated on “company policy” but it seems like no one there was well educated on the LAW. The last person I spoke with used words like “Bottom line is that you have wait for the loan to fund”, “policy”, “my(his) money”. Here is the kicker….Even after the loan funded, I was asked to continue to wait 3 to 5 days for the check to be cut. I called the corporate office and left 2 messages and never heard back. Called and asked to the GM but apparently he is too good to actually take calls. I did however get a call back from the service manager in an attempt to sweep it under the carpet. Although he was the only one that actually was helpful, this entire place is a joke. I have been a MOPAR customer since 2003 and have actually done business with this company before. This is the last time this company will see a dime from me. @chrysler

Osama Mekhail Dec 13, 2016

I bought my car 2006 Audi A4 2.0 T from this dealership Sept 27th after my previous car was totaled. I bought the care for a reasonable price and was told a thorough inspection was done on the vehicle. I've driven it since and have had no issues until I took it for it's 3K first oil change. I went to my trusted mechanic and they were servicing my car and noticed that I have a leak in my water pump. They stated that I will need to replace my waterpump and my timing belt. They stated to me that this leak has been there for a while because of the amount of water in the pan under it. They stated the reason i didn't notice any leak or drops on the ground is because it pooled in the pan below. Now I understand i'm buying a used car... I understand I drove it off the lot. I spoke to a manager of used car sales name Chris and I said to him I feel taken by the dealership because it's been 2 months and i'm having to essentially replace a major part on the vehicle costing me roughly 15% of the vehicles worth. He says to me there's nothing that he or anyone else at the dealership could do and that I should have inspected it before i bought it. To me this is poor customer service... This is great salesmanship hey sell a car no mater the condition even though they stated to me they did the 20/30/50 point inspection, however they failed to tell me that I have to replace this item within the first 2 months of owning the vehicle. My issue is i'm not a mechanic, i'm a consumer buying a car. If i knew all the ins and outs of the car and could have taken it to another mechanic to review then i would have. However I couldn't do that, and therefore this is why dealerships and Car sales people have a bad names. If you did what's in the best interest of a client knowing they know nothing about cars other than driving we would all feel better about dealerships and car sales people..... My issue is if you want a client for life, someone who is willing to buy cars from only you for as long as i live (Which is many cars) then treat me right and you have my loyalty.

bentobin2003 Dec 2, 2016

Buyers Beware The Nice Sales Guy They Are Train To Tell You What You Want To Hear Sign & Go Away! And Once In Need Of Service Things Turn Way Worst..I Have Been In & Out Of Their Repair Shop For The Last 8 Months For The Same Repair Seems They Do The Least Possible Work & Whats Worst Don't Even Bother To Inspect It After Completing The Job! Not To Mention Even To Clean Their Left Over Mess! But Let Take Things A Bit Back To How This Continues To Go Round. I Purchased A 2014 Dodge Durango In 2015 For It Being A Year Old Thought I Got A Great Price On It Until Like Many Others Have Mentioned Before Their Profit Isn't In Their Price But In Their Crazy High Finance Rates! I Also Purchased Gap (A Must For All), Extra Warranty, (5 Year/100,000 Miles), Interior Warranty & Even Their Paint & Finish Lifetime Warranties I wanted this vehicle to be our last dealer purchase and since it was for my wife I glamoured her why not! When it's possible I just don't do things I Try To Do Them RIGHT! Any How it gave me piece of mind more than anything on my end as well; knowing the vehicle is 100% covered! Well about 6 months or her driving My Wife was in a minor accident getting hit from the rear at a red light & the Durango was still driveable but had no air bags & after insurance inspection We were told to take in to a repair shop of our choice and with the hopes that our Dealership would do the best work we decided to take it them. The first day We went to pick up the Durango it was Absolutely Jaw Dropping Hideous! The Beautiful Glossy Sparkling Cherry Red Color Was Dull Flat with Orange Peel, Paint Runs And So Many Like Spots That Almost Made The Truck Look Like It Had A Two-Tone Paint Job! I Refused To Take The Truck Its Current Condition & Spoke To A Guy Name "Doyle" Who has been our assigned main service contact person since the beginning as time has went now 8 months later and in & out of their repair shop I have came to the conclusion that Doyle is a All Talk No Walk Types of Person Just Like The Sales People Doyle Tell's You Exactly What You Want To Hear But Does Little to Nothing About It! Now The Second Time We Returned For The Car Expecting All Things Fixed I was again disappointed & this time Even Worst! Bill Luke Repair Shop Decided To Color Sand My Entire Truck Hoping Ill see nothing but shine be happy & leave! They even parked my truck inside their own parking garage surrounded by turned in vehicles I guess to hype mine up (don't ever inspect a vehicle paint job in the dark or low light always in sunny to direct sunlight & from many different angles). I asked to get the car out to sun before I even look at it or before Doyle Leaves He did and He immediately apologizes before I even pointed out the problems the light spots (well more like missing paint) were still their untouched the wax or buffering solution they used was covering the entire car like they had done it minutes before we arrived and the inside of the truck was full of white dust! once again we had to leave the Durango:( Now for third Time we go to pick up we are being told by insurance they can no longer pay for our rental (Bill Luke by this time had the truck for 3 weeks). I assured the insurance this should the last time I need the return, I mean come-on after 3 fails it must be right? Right!.. But We Were Wrong! Bill Luke Finally Had The In Descent Shape (Not Near Perfect The Orange Peel Till Date Covers My Durango It Hurts Just To See It In My Driveway...Paying For A Brand New Car Having A Old Beat Up Paint Job Sucks It's Really Depressing). Bill Luke Failed To Ever Take It Out For A Test Drive or Put It Through A Mechanical Inspection! The Truck Leaned To The Left Badly! It Knocked When Shifted Into Drive When At Cold or A Higher RPM (Not Speeding RPM Just High RPM) A Knock That Would Make Any Kid Sitting Inside Yell Out "Did We Hit Something!" So Once Again I Leave The Truck & Call The Insurance On The Situation. By This Time Doyle Seems To Be Less & Less on our side but rather trying to find a way to get us the hell on out of their with this weird over his glasses look of "I don't know what you're talking about look" or "We didn't work on that" & "I didn't say that, we'll get it fix", "Making a note of it now" "What are you here for again?" "You sure we did this work here" "Your 100% warranty won't cover that....wait let me call them" "I'll call you later today to tell you" "Who are you again" "We tested everything but have no paperwork on it" "Pictures what pictures?" Yes People Take Pictures! Record! Video Tape Everything! No matter how little it seems to have to be! I wish I did I only took pics and noted some of the things he promised and said all words to make me happy and get out of their with little to nothing done! I would love to write about how the 5th & 6th time went but on this 8th Month I'm Desperately Waiting On Bill Luke, Doyle & Their Service Department Will Do On My 7th Time Their Its Currently getting Re-Painted....Why Their Paint Is Peeling Right Off The Truck No Lie I Piece As Big As A Business Card Has Fallen Off And Many Other Smaller Pieces Along With Their Clear Top Coat Becoming Cracked By The Sunlight in AZ All Of Which My Warranty Is Suppose To Cover But That Doyle Says Otherwise....Please People Don't get screwed like me I don't know wether this is a racist thing or a bad luck thing I seen so many very well taken care of customer & reviews I also did my homework before coming to Bill Luke & was so excitted to take My Business to them Now I see the entire world in a different perspective Everyone Is Out To Get Your Money Thats All Nothing Else Matters! Its Sucks I Grew Up Paying It Forward Type Of Way But Keep Paying & Paying & The World Just Keeps Taking & Taking! Sincerly Dissapointed & Hurt Present Customer, Jorge Garcia

doneright Sep 15, 2016

Ok bill Luke " I walked in you're dealership and was shown around until I settled on a vehicle I liked. Bought it, though I'm happy with my car now after I had to take car of a few things you left a very bad experience in my mind that will prevent me from buying another car from you again, if you care about you're customers. Number 1. Shortly after I bought a certified pre owned camaro from you at highway speeds I noticed the car needed a alignment. I called you're dealership to resolve this issue but with fail it was something I needed to do on my own, and considering I drove 64 miles to buy this vehicle and I wasn't gonna drive to get it fixed there,145 bucks later and almost 500 bucks for new tires the car drives good now at highway speeds. Number 2 when I signed the paperwork I was handed the keys or should I say handed the key because I was told that you only had one key because the other key got lost and if I wanted another key I'd have to pay for it. (I've checked into this and for a remote programming and key to be made I'm looking at 300 bucks.... Now I live with another person that drives and I don't have a key for her. Keep in mind I'm now into this for almost 900.00 bucks with the alignment and tires. I thought that all the vehicles on you're lot are gone over by you're service department to be placed on the lot for sales?? I'm still yet to get another key made so right now I'm into my car for about 650 bucks all with the temp tags on it still. I bought this car for 36k and you couldn't even through in a 200 tint job, small price to pay to keep a customer wouldn't you say? This dealership has done nothing except sell me a car but did nothing to keep my business. I'm looking for a vehicle for my wife and returning to bill Luke isn't in the option for her, and honestly my next vehicle for my self won't be from Bill Luke. Funny how when you buy a vehicle in Arizona you can get the dealership to at least through in a tint job. So many dealerships in the valley to choose from and believe me my next purchase will be from a dealership that treats me as a valued customer and want my repeat business. Shame on you Bill Luke. I don't know how you got a 5 star dealer rating.

unhappy141 Aug 2, 2016

I brought my car in for service for a small issue on Friday at 7:40 am. The car was still very drive able. They didn't even look at the car until the next Tuesday. Left numerous messages for a call back, an estimate, a status, or any updates but received nothing for five whole days. On Wednesday, I called in the afternoon and they said there are no techs there at the time. I drove there anyway to get my keys and get my car the heck out of there, and lo and behold there was the technician who took in my car. First off, don't tell me over the phone theres no one at the service department and then I come in to see multiple technicians sitting around and goofing off. No work had even been started on the car, they didn't even have an estimate yet, and I've been without a car for almost a week now. Use some common sense, let me at least use the car and bring it back when you're actually going to look at it. At least have the decency to call me back and lie to me about whats taking so long with my car. Did you guys even go to mechanics school? That's like rule number one. As for the dealership, they're the definition of scummy, low life car salesman. They called me the day I dropped off my car telling me that they're looking for vehicles like mine and can give me a good trade in offer. They said since the car is popular they can appraise it for more than its worth. So of course I get my hopes up and start looking for other vehicles on the website I may be interested in. I give the guy my number, so I'm calling asking for an estimate on trade in value just to get a ballpark figure. They said they won't give me an answer until I come in. So I finally come in and they make me wait around for over an hour while they're "appraising the vehicle" and they offer me a third of what the Kelly blue book trade in value is. That's a slap in the face, don't blatantly lie to me about what you're planning to offer and then low ball me and waste my time. That's just a dick move on their part thinking I would be so dumb as to not do any research about what my car is worth. Also I have great credit and they offered me 11.99% on the car I wanted. I feel bad for anyone who's bought a car from here because chances are you got underpaid for your trade in, you overpaid on the car you bought, and you have a higher interest rate than you deserve. Autonation is the worst. Don't bring your car in for repairs unless what you're actually looking for is long term storage. And don't trade in or buy a car here unless you want to feel like you got taken advantage of by a bunch of idiots

Andy Le Jul 18, 2016

I took my 2011 Jeep Grand Cherokee to the AutoNation’s service department on May 26, 2016 to have my front driver seat fixed. I also wanted to receive one of my free oil changes. Kevin the service advisor requested a tire rotation which I also agreed to have done. I told Kevin my service advisor that my Jeep was under extended warrantee for the seat issue. When I bought my Jeep Grand Cherokee I purchased multiple warrantees to cover the Jeep Grand Cherokee form “bumper to bumper”. In fact, the financial advisor who sold me the service contracts shared with me that if I had any problems with the leather seats including rips, ink marks, wholes, or electrical parts that my warrantee would cover the fixing of the issue of even replacing the whole seat if needed. But I found out over the phone today, according to my service advisor Kevin, the broken front seat was NOT covered under the extended warrantee contract since the issue was a broken part. Therefore either Kevin or the financial advisor who sold me the contract was not telling the truth. Either way over the phone I told Kevin to cancel ALL requested work except for the free oil change. I decided I did not want to do business with an unethical company who would sell me a $45,000 dollar SUV plus extended warrantees and “not honor” their agreement! I asked Kevin to send the shuttle to pick me up at home right away so that I could get my Jeep Grand Cherokee. After 1 ½ hours I called back because the shuttle driver had not arrived. Kevin shared that the driver was in Black Canyon City. I cancelled the request and had a friend drive me to AutoNation to pick-up my Jeep. When I arrive and went to sign the paperwork there was a charge on the invoice for tire rotation. Kevin said the service department did the tire rotation before I called. Kevin did remove the charge from the invoice. The cashier said my car would be outside the waiting room doors. It was not outside the doors at the pick-up area but in the back of the building. I walked to the back of the building to retrieve my car. As I got into my Jeep I notice that they did not wash it as stated they would do with the oil change. I plan on taking my Jeep Grand Cherokee to another ethical dealership to have my front seat fixed and to receive better customer service. My advice to anyone reading this letter on all the social media sites I’m posting this information, is do not do business at AutoNation in Phoenix, Arizona!

Steve Wood May 26, 2016

I took my 2011 Jeep Grand Cherokee to the AutoNations service department on May 26, 2016 to have my front driver seat fixed. I also wanted to receive one of my free oil changes. Kevin the service advisor requested a tire rotation which I also agreed to have done. I told Kevin my service advisor that my Jeep was under extended warrantee for the seat issue. When I bought my Jeep Grand Cherokee I purchased multiple warrantees to cover the Jeep Grand Cherokee form bumper to bumper. In fact, the financial advisor who sold me the service contracts shared with me that if I had any problems with the leather seats including rips, ink marks, wholes, or electrical parts that my warrantee would cover the fixing of the issue of even replacing the whole seat if needed. But I found out over the phone today, according to my service advisor Kevin, the broken front seat was NOT covered under the extended warrantee contract since the issue was a broken part. Therefore either Kevin or the financial advisor who sold me the contract was not telling the truth. Either way over the phone I told Kevin to cancel ALL requested work except for the free oil change. I decided I did not want to do business with an unethical company who would sell me a $45,000 dollar SUV plus extended warrantees and not honor their agreement! I asked Kevin to send the shuttle to pick me up at home right away so that I could get my Jeep Grand Cherokee. After 1 ½ hours I called back because the shuttle driver had not arrived. Kevin shared that the driver was in Black Canyon City. I cancelled the request and had a friend drive me to AutoNation to pick-up my Jeep. When I arrive and went to sign the paperwork there was a charge on the invoice for tire rotation. Kevin said the service department did the tire rotation before I called. Kevin did remove the charge from the invoice. The cashier said my car would be outside the waiting room doors. It was not outside the doors at the pick-up area but in the back of the building. I walked to the back of the building to retrieve my car. As I got into my Jeep I notice that they did not wash it as stated they would do with the oil change. I plan on taking my Jeep Grand Cherokee to another ethical dealership to have my front seat fixed and to receive better customer service. My advice to anyone reading this letter on all the social media sites Im posting this information, is do not do business at AutoNation in Phoenix, Arizona!

JeepOwner51 May 26, 2016

So this place is a total joke. I called the dealer and was interested in trading 2 vehicles for one new truck. Late model 2015's mind you. I knew what my trades were worth. Told the sales guy (Bruce) what I needed out of my trades and what I was willing to pay for a new 2016 Ram 2500. After some back and forth we arrived at a number. I live 1 1/2 hours from the dealership. So I took in car no 1 to have it appraised in person. Manager was happy. I looked for a particular truck. Didn't have the right color or options. Bruce said no big deal we can locate one. Ok. Good. Went back with vehicle no 2. Manager said well a locate will add about $2000. I wasn't willing to pay that. So I went home and called Bruce and left a message with what I was looking for. Sales guy was gone. Left. So the manager called me. I told him what I wanted. He said the heavy discounted price only applies to certain stock vehicles. So I asked which ones. He couldn't tell me. All he pushed for was to come in that same night. He'd make me a heck of a deal. So another hour and half later I arrive at dealership. No manager. No salesperson there. The kid they picked as being the full in guy had zero clue. So I told him what truck I was looking for. Surprise surprise they don't have one in stock. So he tries selling me a truck I didn't even want with options I didn't need nor want. But I figure hey if the price is right.... Wrong. Some manager comes out and quotes me a price $6000 higher then was originally agreed to. At that point I walked out. I drove to Bill Luke five miles down the road. They looked at my trades. We agreed on a price better then the original quote from Autonation. Saved thousands. Got a call from the GM. He said he was sorry for what happened. When I told him I had gone to Bill Luke he just said ok and hung up. Would you believe two weeks later the sales person calls me back wanting to give me the original deal. Ha. Autonation you lost my business and never ever will I set foot into ANY Autonation dealerships. This dealership was the worst experience I've ever had. Bait and switch. They'll push you to come in thinking they can smooth talk you into a deal. Worst of it is after all this the sales person "Bruce" denied they ever agreed to my numbers. Funny though I kept the emails as proof. Save your time. Go to Bill Luke. They might give you $1000 less on trade but won't charge you $995 for unwanted add ons. No window tint. You buy a car/ truck period. And they will beat anyone else in price.

Ralf Schurmann May 24, 2016

I received a recall notice from dodge. So I started calling around to find a dealership to take my car to. I had to call this location 4 different times over two days before they finally answered. The lady who answered was quite rude and acted like I just needed to hand my 2013 Dodge Dart over to them and not ask questions. After finally getting a small bit of info, I set up an appointment. I arrived at the appointment on time, parked in the garage and then stood by my car not knowing what to do. There are no signs directing you where to go and probably 15-20 employees are walking from place to place without acknowledging me. I did finally get someone's attention, he looked up my appointment and radioed the gal who was supposed to be helping me. She showed up about 10 minutes later and just told me to sign here and here and asked if I had a ride home. I did not, so she offered to get me a shuttle for free, which was nice. She told me they would have the car done by 3pm (6 hours of work) and they would send the shuttle to get me. Well at 3pm she called and said they wouldn't be done until the following afternoon, but she didn't know why. So having no choice, I say ok. The next morning, she calls at 10am and tells me my car is done early and the shuttle should be on its way shortly. So I get ready and wait and wait. An hour and a half later she calls back and says it wasn't actually finished and it was an error. So again, I'm told to wait. She also told me they were recommending 3 seperate fixes to the car, nothing to do with the recall. Which is bogus because the car is 2 years old. Finally at 4pm she calls and said its done, and it was this time. When the shuttle finally showed up and got me back to the dealership (around 5pm) I again have no idea where to go. So I walk into the office and stand around her desk, and she completely ignores me for about 3-5 minutes, which was extremely awkward. She finally looked at me and said to just head to the cashier and she'd be there soon. Which was another 15 minute wait. After signing for the work completed, I again wait for them to locate my car and bring it to the front, about 15 minutes. When she did pull up, I went to get in my car and she had the seat completely pulled forward and I couldn't even get in. Which seems like a silly mistake for a dealership to make. Anyways, overall I wouldn't go back here if I had a choice. Just too many problems and seemed hectic most of the time.

Joshers003 May 24, 2016

Update! Got a call from the sales manager apologizing and asking if we'd like to come in and deal personally with her and her co sales manager to see if we could work something out and they were great! Not everyone here is awful, they really worked with us on payments and interest rates since we did in house financing, and the did true car value unlike our original sales person so it really put us where we needed to be. I would definitely recommend if you come here you ask and only speak with Natalie and Bruce. They actually care about the customers unlike most of the other sales representatives. Old review below If I could give this zero stars I would. I went in today, after doing tons of research. I told the salesperson the car I wanted and what I could afford. Instead of listening he tried to sale me a shitty car I didn't want, then proceeded to put me in the original vehicle I wanted and try and show me all the perks as if he needed to sale me on the vehicle. I was already sold on the vehicle, I've had the same vehicle as a rental for a week, I know the in and outs I already want it. I told the sales person this is exactly what I can afford, not a penny more. He came back and said the best deal I can give is $180 over your budget. I told him no, can't afford it I'll go somewhere else. Proceeded to "make me a deal" 5 separate times all above my budget. We told him we were leaving and I took my daughter to the car. He tells my husband "oh we got it to below your budget." Okay yes you got it $1 below my budget but in order to do that you extended my loan to a 96 month loan. You didn't give me any of the discounts that you claim to have, which I qualify for. Then my husband tells them were leaving, there's nothing you can do for us. Well as he's leaving the salesperson is being yelled at by finance for letting my husband approach him to tell him were leaving while they were trying to discuss whatever "new great deal" they were trying to give us. If we can't be there when your discussing our deal that lets me know that all your doing is trying to fuck us over. The entire time I was there you didn't once listen to me and your only concern was selling me a vehicle at a price that was above the selling price. The entire process was rushed and intimidating. They treated it like a joke when I came in informing them it was a very serious matter for me and I was already feeling anxious over the ordeal. You don't have to sale me on the vehicle I already want, sale me on you, sale me on your dealership. Had you showed me you cared and had my interest at heart, I would have left with a brand new car and you would have made a sale. Sympathy goes a long way! Help me and I will help you. If you can't help me then that's fine and understandable, but if you can help me and you choose not to then you are not a person I want to do business with. Peter is an awful salesperson and I will never go to him or this dealership for a vehicle ever again!

Nikkie Schultz May 20, 2016

As a professional woman I have the joy of dealing with societally systemic sexism on a pretty regular basis. As a woman in ministry I have the joy of dealing with the type of systemic sexism that women in ministry get to deal with. I’m used to both of these, for the most part. My response varies depending on what I believe will be the most loving and the most effective. Sometimes that means I challenge bad theology or cultural bias. Sometimes that means I say nothing and say a prayer for extra mercy. Last night I got to deal with a kind of sexism that I haven’t encountered since my single days - from a man that my niece reflected, “Looked like the kind of guy who ruffies girls at parties.” I do encounter guys who strike me this way when I’m working various events around the Valley, but I’m selling them food and/or drinks so they usually want to be nice to me. Sometimes a little too nice, and sometimes they are still rude, but I work with a group that usually includes guys and we are there working with the groups that run the events so I feel pretty protected and safe. This was different. This was personal, and he was aggressive. What life altering event provoked this encounter? I went with my mom and my niece to help my niece buy a car. We entered a place of business and wanted to give them money. The salesman was very nice. The facility manager was nice. The finance people - both of the ones we talked to (the first was called out on an emergency) - were lovely. But the sales supervisor who comes in to push things from the initial salesperson to the finance stage - the person who is there to try and close the sale - that was a different story. Had everyone else not been as they were, or had the purchase been for me and not someone I was helping who had found a vehicle they wanted, we would have walked. Because it was scary. The guy sat down and began answering the questions we had asked - what a few different fees were, how they were figured, and why the vehicle was X amount over the value of the vehicle stated on the paperwork in the folder for the vehicle. Apparently that is the money that goes into the vehicle to get it ready to pass emissions and sell it and I had asked for specifics on what they had to fix. If out of $1,000 about $800 goes into the oil system then you might need to watch for leaks or other issues with that system. It didn’t mean she wouldn’t buy the vehicle, but it was information we had discussed wanting to know before she signed the final sale docs. He kept saying all the things that could be part of that difference and I tried a few times to ask him what they actually were. Instead of answering us he got very annoyed and said, “I’m telling you.” Then continued stating all of the systems in the car that can be fixed and have the cost go into that difference. There was some hard pressure sales talk going as well, and he powered through. Then he went over the terms we had been discussing (trade in value, monthly payment, etc.). He scratches a bunch of notes on the paper and then writes, “If the cost is $X a month I will buy this car today.” Puts a line for a signature and an X for her to sign. I told him that she wasn’t going to sign it and we would just wait to see if he could get the terms. He insisted that she had to sign it. I stated that she wasn’t going to sign any contract without all of the information clearly negotiated and stated and he insisted that it wasn’t a contract. At this point things shifted from aggressive sales tactics to full on aggression. This was also the point that I became, “Miss.” We went back and forth over whether it was a contract - and ultimately my niece pointed out that if it isn’t a contact then there would be no reason for her to sign it. He didn’t acknowledge her so when I repeated what she had said I got back, “Look, Miss, you’re making this difficult. This is what I have to take back for my boss to be able to move forward.” Right - because it’s a contract. “No, Miss, it’s because it shows you’re serious about buying the vehicle.” We’re here. We haven’t left. She wants the car. Go talk to your boss. She’ll sign with the terms are completely negotiated. “Look, Miss, . . . “ At this point I interrupted him and told him that it was inappropriate for him to keep calling me Miss. If he wanted to talk to me he could call me Reverend.” Those of you who know me personally know that I NEVER pull the title card. I really have NEVER insisted that anyone call me by my professional credential title. I am not concerned about things like that. So why do it now? Because this man was minimizing and belittling me with the title “miss” as though I was a little girl who was beneath him and had no right to challenge his authority. I refuse to be threatened and intimidated. Even then, he paused only a moment and called me Reverend and then was right back to Miss. His refusal to acknowledge my professional title was then combined with puffing up his muscles and flexing them as he leaned in towards me in a menacing way, talking over me, dismissing me, and when I pointed out that he was behaving in a condescending manner to me he responded that he wasn’t condescending to me as he dismissed everything I was saying. At that point, because he had leaned into my space and was yelling at me, I crossed my arms and leaned way back in my seat and said, “You are bullying me.” Every time he insisted he wasn’t, talked over me, demanded that she sign the paper, I repeated firmly and calmly, “You are bullying me.” “Ever since I sat down you have been rude to me! You keep talking over me like you’re doing right now and not letting ME finish what I’m saying!” “BECAUSE you are bullying me.” “You are making this difficult, Miss. All she needs to do is sign the paper and if she doesn’t then she can’t buy the car!” “Then I guess we’ll leave.” That stopped him for a moment as we stared at each other and then I broke the silence by informing him that we were completely done dealing with him and was there anyone there who he answered to - we’d like to talk to them. He insisted that his manager was going to come out and tell us the same thing and I told him that we would be happy to talk about that with his manager but he needed to get away from us right now. As he stormed off he stopped behind me and hissed “MISS” at me like a final slap. The manager apologized. He insisted that he would talk to him later but I didn’t get a feeling he meant it - my guess is that guy is pretty successful at bullying people into doing things and makes them a lot of sales. Maybe he’ll get a, “You went a little too far,” before they go to lunch. But the manager did answer our questions about what specific repairs and maintenance were done to the car, and he went back and put everything down all sorted out in a contact that she was willing to sign. She got the car. The salesman apologized. I called him out, though. He admitted that the guy is normally aggressive but that he’d gone too far for him - he’d never seen him get that aggressive. I suggested it was because people usually do what he said and he agreed. I also told him that he knew that would not have happened if we were men. He got a bit embarrassed but admitted I was right. So I asked him to think hard about not only the fact that the guy was either an idiot or a liar - that it was a contract he wanted her to sign - but to ask himself how he would feel if that man had talked to his mother or his girlfriend that way. He seemed to have a very sobering contemplation and kept saying that he’d gone too far. He really had gone too far. But that’s how bullies act when some girl doesn’t do what they want. That’s how men who think they have a right to get their way behave when some ‘miss’ makes things difficult. And I dealt with it because that’s kind of my superpower, but I’m really glad that my niece and my mother weren’t there dealing with it alone. And I really hope that the next woman who tries to buy a car there doesn’t get subjected to that. Shame on you, Autonation, for even employing a man like that.

Crystal Lutton Mar 28, 2016

STAY AWAY FROM BILL LUKE. Whatever you do, DO NOT WORK WITH LIONEL, one of the salesman here. He is in every way the epitome of they stereotypical sleazy car salesman. While making our purchase, it was all sunshine and rainbows and he came across as an up front and straightforward guy, even telling us cute stories about his wife and kids, but that quickly faded and the [non-permissible content removed] he really is came through. Throughout our entire buying process he kept telling us that he was "tracking down" the second set of keys to our vehicle as well as our floor mats. As soon as we had signed he casually drops in that 'there isn't a second set of keys'. Strike one, especially because if he had just told us that up front it probably wouldn't have been that big of a deal, but lying for several hours and then suddenly remembering the truth is being purposely dishonest. Next, even after we've officially signed on the vehicle, he's still telling us that he has floor mats, but they're being cleaned. He kept this ruse up for several days, then eventually stopped answering my calls, and finally had someone else tell me there were no mats. There never had been. Big fat lie number 2, folks. Then, when it came time for my first oil change, we returned to Bill Luke despite it being quite a drive because good ol' Lionel told us that oil changes and tire rotations would be free as long as we owned the vehicle, as long as we took it to their specific location. Guess who got hit with a big fat fee for a standard oil change? Yep, he lied about that too. The worst part is that when we told the Manager that we'd been told it would be free and the manager called Lionel in, he stood there and lied to our faces and said he'd never said that. So there goes the extra care warranty we added on to our purchase. After the treatment we received I would never buy from Bill Luke again- I'd rather take the bus. I now believe the Managers (yes managers, because we talked to 3) are aware of these kind of tactics and are just as dishonest as Lionel. They all play the same games and even use the same lines. "Go lie to customers, say whatever you have to to make the sale, and we'll back you up". Shame on Bill Luke and especially you, Lionel.

nothapB Nov 17, 2015

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