ComplaintsforBill Luke Santan

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Date of transaction was 7/17/2024 * Down payment $10,000 * Business Committed to provide a 2022 Jeep Wagoneer Series II (BuyBack)* Natureof dispute: Dealership attempted to overcharge me the price of the vehicle by $3,000 and and tack on other addons on a used vehicle that were not warranted or justified to have increasing the price of the vehicle of $699 beyond the purchase price by attempting to also double charge me for items such as Tax, Licensing and Titling. I was also being forced to pay for tint $399 of the vehicle on a used Buyback that I'm sure was the previous own paid for before the Buyback. * When questioned about the additional charges the saleperson got upset with me and management never came to talk to my wife and I to see if the situation could be resolved. They refunded us our down payment and kicked us out because the were upset with us to questioning their integrity and sales practices.*The advertising add was seen on their online website.

  

  Business response

  07/19/2024

  Bill Luke SanTan has reached out to the client and explained the fees charged, and the client is now satisfied and has agreed to purchase the vehicle. No further attention is needed at this time. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  13 Jan 2024 Purchased the vehicle from out of state. 3 Feb 2024 Vehicle was delivered, with multiple vehicle notifications that were not disclosed to me. 12 Feb. 2024 Vehicle was brought in (under 500 miles) due to that being the soonest I could get it in due to my work schedule and the repair shops schedule. I paid approx $4500 for the initial repairs. I did not notify the dealership at this time. Approx a week and a half later a check engine light came on and had to take it in again to the shop. 26 Feb. 2024 the vehicle was back in the shop and took a week to diagnose. 1 March 2024 - The day i was notified by the repair shop of what needed to be fixed I reached out to ***************** regarding the issues. again due to scheduling and time it took to diagnose the problem was over 15 days from the date of delivery. I was told by ***************** to cut my loss and sell the vehicle they just sold me. ***************** then blamed the repair shop for finding the faults. I ended up paying $11,500 to get it up and running again. I finally got my vehicle retuned to me on 13 March 2024. 8 April another check engine light came on and it died at a stop light trying to get it into the repair shop. I was quoted between $3500 - $10,000 to fix the problem. I again reached out to the dealership and was told to cut my loss and there was nothing they could do. Currently the vehicle has been sitting in my garage for over a month with less than ***** miles on it. It appears ***************** only does enough to get the vehicle running past the 500 miles Arizona Lemon Law. 10 April 2024 approximately - I reached out to the attorney general of *******. ***************** offered me $1500 towards the repairs or $13,000 towards a trade in. Which I did not accept since that would put me even more upside down on the any vehicle. I would like to return the car with a full refund, which would still leave me $15,000 in the hole, but realize that *** not happen. I also want others not to have to deal with this.

  

  Business response

  05/29/2024

  ******************* offer remains that we will take the *** in on trade for a different vehicle with a $13,000 value, or we are willing to offer a $1,500 concession. ****************** knowingly purchased the vehicle as-is and declined to purchase an extended service contract that was offered to her at the time of the sale.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to explain the issue I had with ********************************** concerning the right of first refusal on a Tesla Model X. It's crucial to share my experience for transparency and better business practices.Key Dates:Aug 11th: Filled out right of first refusal and communicated interest to ***************** sales team.Received confirmation email for first right of refusal.Aug 14th: Inquired about vehicle availability and was informed it wasn't ready.Aug 16th: Received financing terms and sought better rates. Credit was ran. Aug 17th: Informed via text that vehicle was sold to another party.Aug 18th: Contacted ***********************, sales manager, expressing frustration.Sequence of Events:Sales team initially confirmed our right of first refusal, noting the vehicle wasn't customer-ready.Advised to monitor billlukeautos.com for updates.Our credit was checked.Despite seeking better financing, the vehicle was sold without our knowledge.*********************** acknowledged contacts and right of first refusal email but shifted blame for not making a down payment.Offered resolution by finding a comparable vehicle at the same price, but it was dismissed.GM ***** denied wrongdoing, stating we hadn't followed a brief email process.My Concerns:Lack of Clear Communication: Initial confirmation lacked clarity, leading to confusion.Unilateral Decision: Vehicle sold without our consent despite our interest.Deflection of Responsibility: Dealership blamed us for not making a down payment. Never notified that downpayment was required.Failure to Rectify: Request for resolution ignored; dealership didn't acknowledge their role.Resolution Sought:I believe a reputable business should take responsibility and rectify misunderstandings. I seek a fair resolution including a sincere apology, explanation of communication breakdown, and commitment to customer satisfaction.I trust ******************** will investigate and ensure ethical practices. Thank you for your attention to a beneficial resolution.

  

  Business response

  08/24/2023

  Bill Luke SanTan will apologize for an confusion that ******************** had in our interactions but below is an explanation.

  First Right of Refusal - As seen in #1 pdf., ******************** would have been given first right of refusal if he came to the dealership and completed purchase paperwork

  Received Financing terms - ******************** did not agree with the financing terms saying "they did not make sense" and Bill Luke SanTan will not hold a vehicle until final terms are agreed upon and a deposit taken in

  Bill Luke SanTan sells vehicle on a first come first serve basis and unfortunately someone else purchased the vehicle before ******************** agreed to terms and submitted a deposit or came to the dealership to complete purchase paperwork

  Customer response

  08/24/2023

  Addressing **********************************'s response to our BBB filing, they persist in deflecting and overlooking process flaws. Here's my explanation:
  
  Regarding the "First Right of Refusal" in the **** they claim ******************** had it upon visiting for paperwork. However, in today's digital age, transactions often happen remotely, obviating the need for physical presence.
  
  Concerning "Received Financing Terms," a dispute arose over terms. Agreement on financing can occur via email or phone, rendering insistence on in-person agreement impractical.
  
  Lastly, the "first come first serve" basis is common but outdated. In a connected world, businesses must adapt processes for customer convenience. Waiting for physical presence or deposit risks lost opportunities.
  
  While I respect their policies, adapting to evolving customer expectations is ************* checks and congratulatory emails set expectations, causing confusion if not followed up. I appreciate your efforts in this; hoping for a resolution mindful of modern customer-business interactions.

  

  Business response

  08/25/2023

  Bill Luke SanTan appreciates ************************ feedback and will look to improve client communication. Bill Luke SanTan does offer a virtual/digital purchase experience called VIP Express once figures are agreed upon and a down payment has been accepted. Thank you.

  Customer response

  08/25/2023

  Thank you for your response in relation to my feedback. I'm pleased to see that Bill Luke SanTan acknowledges the importance of improving client communication and service standards.
  I must say, the concept of VIP Express, a virtual/digital purchase experience, is intriguing. However, my initial experience in attempting to purchase a vehicle left me disheartened. The cumbersome process I encountered led to frustration and confusion, ultimately eroding the trust I had hoped to establish with your dealership.
  While I understand the strides you are making to enhance your procedures, I urge you to consider the existing challenges that have left a stain on our potential business relationship. A focus on resolving these specific issues would be greatly appreciated.
  I remain hopeful that we can find a constructive way to move forward and mend the fractured trust.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* location sold us a car Nov.29th 2022. They had replaced the windshield in Sept. 2022, as it shows on the carfax. We discovered mid Jan. 2023 that it was installed poorly. The intermittent wipers don't work. We were willing to live with it until mid February when the molding around the side of the windshield blew off while driving. Now we over $1000 in cost to fix this. When I called them about it they looked it over and claimed we had replaced the windshield after we purchased it. WE DID NOT!! We are auspicious they put a used/ bad windshield on to save cost or possibly employee used a less expensive windshield and charged the dealerahip full price. They refuse to carry any responsibility for this. We want ***************** and or ************ to give us a new windshield, make the intermittent wipers work and pay for molding replacement.

  

  Business response

  03/16/2023

  Bill Luke Santan has come to a resolution to address ******************** concerns. We will have the third party glass company that originally installed the windshield replace the rain sensor, reattach the top molding, and Bill Luke Santan will split the cost of replacement of the missing side molding. After speaking ****************, she has agreed that this is a fair resolution that will make her satisfied.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/29 my vehicle went in for warranty repair my vehicle was there multiple weeks before warranty work was approved, once warranty work was approved was given rental car for 14 day vehicle was at service center until 9/26 so was left again with no rental car. Upon pick up once I got into my vehicle the windshield in my vehicle was cracked on the drivers side I was very shocked being I just had nano ceramic clear film installed days prior to dropping my vehicle off. No chips or cracks upon drop off of my vehicle in fact ***** the service advisor called 9/26 2:02pm asking about windshield replacement which I question "why would I do that i dont have any windshield issues?" her response was okay. I was very upset about the situation and was told by ***** that they would contact me on 9/27 however they have made no effort to contact. This is not my first unprofessional experience with the service center as this is the second time I have encountered issues in less than a year a huge disappointment after paying 59k for the vehicle. I do have supporting pictures that show my windshield with no chips or cracks.

  

  Business response

  10/05/2022

  Bill Luke SanTan already responded to this complaint and it is closed. Bill Luke SanTan was able to speak with **** and agreed to pay for her windshield to be replaced.

  Customer response

  10/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to take my vehicle in for warranty work it took five weeks to get my vehicle back upon returning my vehicle my front windshield was cracked I was never notified that my windshield was cracked during the five weeks of my vehicle being there as I recently had a film applied to my windshield to deflect heat three days prior to taking it to the dealership so I have picture of the windshield and I have no cracks or chips on my windshield upon dropping off for service. This is not my first bad experience with this service department in the five weeks of my car being in the shop I was with out a vehicle all but 14 days and went rounds to get a rental vehicle. ***** the service advisor I dealt with I dont care to deal with going forward she is very unprofessional and is always back pedaling. The experiences I have dealt with at this service are unacceptable. In fact ***** said she would notify me first thing this morning on 9/27 as its 4 pm and I have not heard from them to resolve the broken windshield my vehicle encountered.

  

  Business response

  09/28/2022

  Bill Luke SanTan was able to connect with ******************* today and has agreed to pay for her windshield replacement

• Initial Complaint

  05/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company has refused to return my traded in vehicle title to me after I returned their vehicle back to them. They lied and made false promises as well as illegally placed their company name on my vehicle title. I am asking for them to remove their business name off of my car title and to return my car title back to me freely.

  

  Business response

  06/02/2022

  Bill Luke SanTan has done nothing illegal and **************** has changed his decisions multiple times leading to the delay in flipping his out of state title to an ******* title. Bill Luke SanTan informed **************** that he needs to pay ***************** the registration fees for his vehicle and we will mail him his new ******* title. Bill Luke SanTan gave **************** the amount needed in an email to register the vehicle and Bill Luke SanTan is not willing to pay for ******************** ** registration on a vehicle he never completed the trade into Bill Luke SanTan. 

  Customer response

  06/02/2022

  ***************** is simple lying. They are a terrible company that continue to disclose information even within their response to a customers well deserved complaint. The deal was never finalized due to incompetence on their end. I simply requested my vehicle back, I have every legal right to receive my title back. The vehicle I traded my impala for was never registered in my name. I went to the *** and was told that there is no vehicle registered in my name. In fact the amount they say I owed is inaccurate. They prematurely placed all ownership on my impala knowing the bank never finalized the deal. I have been advised by the police, Lemon Law attorneys, and the *** to not trust one word from this establishment. Im experiencing racism through this company as well as consistent unprofessionalism. I need my title back.

  

  Business response

  06/03/2022

  Bill Luke SanTan will re-title ******************** vehicle in his name in an ** title. Bill Luke SanTan has already canceled the registration for the vehicle **************** did not purchase and a refund check for $217.96 is coming to his PO Box. In good faith, will **** ****** agree to sign over the refund registration check that is owed to Bill Luke SanTan?
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/20/2021 l purchased a car from them for cash that was listed online. They showed a carfax report, that showed some work had been on the car and everything was fixed. They did not declare that it was a branded car which some insurance companies will not insure. Therefore l have to pay a higher rate to insure it on its own. This was a cash sale which they wanted my social security number. On a cash sale they should not ask for the number by what 2 other dealers have said. I am very concerned that did it for illicit reasons. They did not that copy in the Zip drive. I have called the finance ***** twice to send me copies of that and any other papers that was not on the Zip drive. After 3 weeks I have yet to receive anything. I need paper copies. I want my Social security number deleted by them.

  

  Business response

  02/16/2022

  Bill Luke SanTan did disclose to Mr. ****** that the Wrangler he purchased was a buyback and Mr. ****** signed two buyback documents acknowledging he understood it was a buyback. Bill Luke SanTan did not run Mr. ******'s credit and Bill Luke SanTan has given Mr. ****** a copy of all his needed documents on a thumb drive. 

  Customer response

  03/17/2022

  Bill luke santan did not reply to my complaint. I said that I knew of the repairs to the car. They did not advertise that it was a branded car. I would have called my ins. Co. The Hartford ins, to find out what that means. Later I called to insure the car, and they said that they do not insure branded cars. So I have to pay a higher premium with another co insure it. ***************** needs to contact Hartford ins and get them to insure the car. I do not have the information to do that. They seem to think that I got all the needed information in the thumb drive. I did not know what a thumb drive is or it takes a computer to run it. We do not have a computer nor a copy machine that will copy off the internet. I have asked them twice by phone to send me paper copies of all papers that we have signed. They have yet to do so. Seems that they want to hide some papers. I also need a statement from them that my Social Security number has been deleted. If I have any trouble with my social number I know where to go. They should not have taken it by what two other car dealers say on a cash deal which this was. If they do not respond to all of this then I will have to go other ways.   *******************

  

  Business response

  03/17/2022

  Bill Luke SanTan did respond to **********'s first BBB complaint. Bill Luke SanTan did advertise the vehicle as a Buyback vehicle in many ways and ********** signed multiple documents acknowledging he knew he was purchasing a buyback vehicle. Bill Luke SanTan will not contact any insurance company and it is the buyers responsibility to obtain car insurance. Bill Luke SanTan will mail paper copies of **********'s purchase documents and this is the first time he has requested them. ***************** will not provide a statement that **********'s social security number has been "deleted" because he signed a credit application and will be retained on file.

  Customer response

  03/18/2022

  today march 18 I received needed paperwork as they call it from Bill Luke Santan. They did not send all paperwork

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩