Ourisman Chrysler Dodge Jeep Ram of Woodbridge

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you Rosemary for your feedback! Welcome to the Lustine Family!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you Marcus for your feedback! We are happy to know that you were satisfied with your visit! Let us know if we can help again in the future.

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the kind feedback regarding your experience with Ike. Please let us know if we can help again in the future.

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the kind words and 5-star rating! Please let us know if we can help in the future!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

We really appreciate your feedback and 5-star rating! We also think Zeshan is amazing!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you so much! We really appreciate you and your feedback!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Dear Sof_USMC, We like just about every car dealership in America right now have 'Additional Dealer Markup' on our new vehicles due to the supply chain issues we have been dealing with for the last 20 months or so that has resulted in diminished inventories. The stickers are already on the vehicles and serve as representation of what we would like to sell the vehicle for in today's market. Your e-mail implied that we raised the price when you arrived, no, the sticker was already there. I'm sorry we could not match the trade-in value displayed to you from another dealership via e-mail. Sometimes dealerships can show a customer less discount on a vehicle and more for a trade or vice-versa. In this case you were getting nearly 18% off MSRP and a healthy trade-in value for your trade-in. If anyone else reading this is in the market for a RAM TRUCK with a LIFETIME NATIONWIDE POWERTRAIN WARRANTY at no extra charge please go to www.lustinedodge.com and check out our inventory or swing by and ask for JACK LINTON who is the epitome of professionalism and a compassionate sales professional. In this case, you told us that you received $10,000 (or so) off MSRP of your truck when you purchased it new. That would mean that you paid roughly $37,000 ($36,735 to be exact) for your trade-in and we were providing you with similar savings on the new truck. We originally offered you $37,000 combined with the healthy savings mentioned above. I'm confident that we could have ironed out a deal of some kind if we perhaps tried a different approach and you did not get as offended by said figures/approach. Of course, we have to be the pinnacle of professionalism regardless of how you react as we're at work and it's our job to sell cars and take care of customers! The market has created some confusing scenarios for buyers and sellers alike. Pulling up the window sticker to your your 2018 F250 XL with the FX4 off-road package and STX appearance package was simply in an effort to show you that you're getting a fair trade-in value for your vehicle with us (we offered you more than you paid for it when it was new by your account) and some great savings off of MSRP .Not to mention the LIFETIME NATIONWIDE POWERTRAIN WARRANTY that is included at no additional charge. I am confident that if we compared apples to apples and our deal vs. the overall deal from the other store(s) that we likely provide more value than the rest. Also, most dealerships would require something in writing from another dealership other than an e-mail quote as to what your truck might be worth. We actually saw your vehicle, they did not. I'm sorry that you did not appreciate some of the methods we tried to get you to see value in the deal and that perhaps you and the sales manager did not quite see eye to eye. If you are still in the market for a truck and feel that there is still a deal to be had I would be happy to get involved myself if you would like to swing by the store this week. Of course, some of the savings are for a limited time while supplies last and are subject to change. I try to be objective when dealing with customer issues and see things from both perspectives. I think everyone could have handled this situation a little bit differently and the outcome could have been what everyone wanted! I'm sorry we weren't able to make that happen. Thank you for giving us the opportunity to sell you a vehicle. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep Ram Direct: 703-492-3647 E-mail: mlepage@lustine.com

Sof_usmc responded

Tell me exactly how I could have handled it differently. Within two minutes the salesman added $5K above MSRP and said it was because it was a popular vehicle. Obviously the price listed on your website is complete garbage and a bait and switch job. Then your second salesman grabs the original MSRP…I’m so glad you’re able to see what I bought it for…I suppose that’s a competitive advantage…HOWEVER, how do you know my original dealer didn’t add in an additional $5K above MSRP? If your dealership did it I’m going to assume you’d know that’s common practice. Let’s be real, it was a bait and switch straight up. If you want to be really real, I’d have bought it with my trade in for $22K out the door (not $20k I originally offered). I had also bought all the truck accessories to go with it and now I’m returning them next week. I feel mislead and lied to…it’s a small world out there and everyone will hear my tale of woahs against Lustine when I ever hear they are in the market for a Ford.

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the kind words and 5-star rating! Please let us know when we can help again.

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Dear Sir, I’m sorry about the disappointing experience you encountered. We did our best to have your vehicle ready for you Friday night. We admittedly bit off a little more than we could chew trying to make your experience a great one. For that I apologized and took responsibility and said ‘this was the fault of the service department, and because I oversee the service department it is my fault as well and I am sorry”. Currently, our service CSI score is 908. 2 points ABOVE the district average of 906. This was an unfortunate case if trying to go above and beyond to get a job done and it blowing up in our faces. You talked with Eric and I about some of the lessons we can take away from this let down. I think we can all learn something from what transpired. I appreciate your business, your service to our country and apologize again for how things unfolded. I wish you nothing but the best in future endeavors. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep and Ram Direct: 703-492-3647 E-Mail: mlepage@lustine.com

whitingd responded

I asked to speak with you in private and the Service Manager came into your office while we were speaking which was inappropriate. Yes, you apologized for everything and offered excuses on why things occurred as they did. While in your office, the Service Manager stated the invoice was wrong because it didn't include my military discount and I stated I had the coupon that gave me 10% off my repair, which would have been $230. The Service Manager stated my military discount was larger and he would apply it tot he invoice. When presented with the corrected invoice, it was only reduced by $100. I had to return to the Mike to correct the invoice by reducing it another $100.00, but it should have been $130.00. Upon taking custody of my Jeep, I quickly discovered the fuel gauge was not at 100%, but less than 3/4 full. I bought this to the attention of Mike and he offered to provide me a "fuel slip". Why should I have to burn my time refueling my tank when Lustine Jeep removed the fuel and didn't put it back? I used your loaner vehicle and refueled the tank (as requested) before returning it to you. I immediately refueled my Jeep at Costco ($21.32), which consumed almost 8 gallons. Where did 8 gallons go? Given the fact that Lustine Jeep failed at every opportunity to display any corrective action, or offer for me to return for at least a complimentary oil change, tire rotation, etc., you decided to do nothing, so it's implied this is how Lustine Jeep conducts business. You'll never see me there again and if the opportunity presents itself, I will discourage others from visiting your dealership. What a joke!

ravi responded

Its great team. Overall satisfied