My wife and I were in the market for a new Jeep, we already had the research done, just needed to purchase. We went to Lustine based off the “internet price” and here is our experience.
We were met by Dana. Discussed our interest in Grand Cherokee and internet price. We were asked to initial the sales agreement stating that we would purchase a vehicle if met an agreement. Dana said that signing this obligated us to agree to purchase as long as an agreement was made (shady sales tactic). We should have left but agreed on a Jeep, internet pricing, APR percentage ratings, and terms. Dana went to Sales Manager, and came back stating we didn’t meet the criteria for the internet price. Dana said he had us a rate of 1.9% and would pay off our trade for $29,5XX, with a payment of $689. We asked for dealership payment of $500 dollars to assist in getting us down to $680. Dana returned stating the unknown manager agree due to "It being late" to give us the $500 dollars to agree on a price. Andre, the Finance Manager went over price, APR of 1.9%, $500 rebate, and $500 from the dealership, and able to get us no payments till January 2014. We were not asked or told that any down payment was needed or would be required later. Signed paperwork with agreement to hold paperwork for a few days to assist in trying to sell current vehicle first. He agreed and we left the dealership after 6 hours.
The next day I received a call from Andre stating we needed to meet Danielle regarding contract. Arrived at dealerships and Danielle turned us to Ashley. Ashley stated that the original APR was never approved by any bank and there was no bank that would give us 1.9%. She also added that we now owed $500, which was the $500 agreed to be paid for by the dealership. Dana apparently was with another customer and we didn’t know the name of the Sales Manager present the night of the purchase, but another individual (NAME?) came in who was “present that night”. He was unprofessional and rude, he was also not aware of the agreed upon pricing, APR, or terms or able to speak about specifics agreed upon. He stated that we had no choice but to sign a new contract. Ashley stated that we could not walk away as Virginia has a “no cooling off period”. Dana arrived, he didn’t recognize us nor remember the purchase. We had to remind him, but he soon left with little interest or concern of the situation. After looking at other banks and APRs we agreed on one and the increased price, mainly due to not having another choice according to them and left unhappy.
I decided to post our dissatisfaction to the Lustine Facebook page. Received call from Jason Dill to come back following day to resolve 1.9% and $500.00.
The following day we received a voice-mail from Jason Dill stating that due to scheduling, he would be off and not available at the dealership, but to speak to Mike Engle. Went to dealership at to speak with Mike. Mike explained that "The dealership is busy due to the end of the month and that it would be better if we handled this later or tomorrow." We agreed the next day and he said that Jason Dill would most likely be there.
I arrived back at dealership to work out recent issues. Arrived and met with Jason Dill and went to Ashley’s office. He sat down and worked out the 1.9% and we worked out price ($675 and some change due January 30th, 2014). We signed and left the dealership.
Late November, we received banking information from PNC stating that a payment was due December 13th and at $680. Both were not what was agreed upon per the last contract sent.
I then visited Lustine to work out banking/contract issue. Awaited to speak to Jason Dill or Mike Engle. Spoke to Mike Engle who stated they were supposed to send a cancellation notice to the bank regarding the old contract. Mike Engle stated they would contact the bank regarding the issue and to check in the following week. They also made a copy of the bank and payment information.
Mid-December I received a call stating that they had taken care of the issue and that our next payment should be in January on the agreed upon price.
January, we returned from vacation to find multiple messages on our phone from PNC bank. PNC bank told us they were a few days from sending us to collection for the previous bill which was supposed to be resolved. I then contacted Mike, who directed me to finance without an explanation or apology for not getting the issue resolved. The finance manager contacted PNC and contacted me back saying the issue was taken care of.
Overall I would DEFINITELY NOT recommend this dealership. The issues we experienced were unacceptable. The shady business and sales tactics, rude staff and managers, and lack of responsibility taken upon by the dealership is appalling. I would strongly recommend finding another dealership to do business with. I will NEVER do business with Lustine again and will be sure to caution others as well.
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