ComplaintsforBill Luke Fiat

• Initial Complaint

  05/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were buying a vehicle out of state. Before we put down a deposit, we asked about the condition of the car w/photos. The photos that were provided were too far to truly see whether the car had any dings, gauges, or dents. We were told it was in great, almost perfect shape. Since we were hiring an independent inspector, we knew would receive a detailed report which would included photo. This isnt the first time weve purchased cars out of state. Prior to the inspected and paying the deposit we asked *** whether the deposit was refundable should we not be happy with the inspectors finding and were told Absolutely. We wouldnt be in business . . . blah, blah, blah.We were not satisfied with the condition of the car and promptly asked for our deposit. We were told, and have a written promise that we would be refunded the deposit. *** and ****** have both gone *** and will not return our phone calls, emails, or text messages. We will get our deposit back, but it shouldnt take this long to be reimbursed and we shouldnt be ignored. This is absolutely shady practice.

  

  Business response

  05/28/2024

  ***************** apologizes for the lapse in communication and has refunded the deposit back on to the credit card. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an extended warranty with my vehicle at BL. I was never given any copy of the warranty to review. Fast forward to November I tried to get my car into service with no answer. In December I finally spoke to service manager who said he would get my car in before the warranty expired. He told me my warranty expired January 2nd and that I was well under my warranty miles. I dropped my car off and got the rental and I got a call that my car would get $8,000 of warranty repairs. Several days later I get a call that I was outside of warranty and that I would have to pay for everything up until this point and my rental. After going back and forth several times, my service tech said they would discount my bill from $351 to $262 and they would cover two days of the rental out of six. When I went to pick up my car my bill is $351 and I told them I would not pay this because this is not what we discussed. There was only one person in the service area and he came out and told me that my bill was different because it included the cost of the rental and that if I paid this amount in full that's all I would have to pay for both the service work and the *********** the rental place is calling me and telling me that I have to pay them because BL won't. Because they lied and misled me, they have caused me to incur several hundred dollars of debt. I would not have brought my car in to get work if they had told me I was outside of my warranty. I think they should refund me my money in full and apologize to me for misleading me.

  

  Business response

  01/12/2024

  **************** came to ******************* ****************** on 12/29/23 and informed us of what she was experiencing with her vehicle. Along with ******************** issues, she requested that a lube oil and filter replacement be done while the vehicle was here for the repairs. Upon writing up her vehicle, ***************** explained that we would not be able to know whether the repair was covered under her warranty until a diagnosis occurred. At this time **************** requested a rental car. ***************** explained that the rental car along with the diagnostic fee would be her responsibility until the repairs were approved to be covered by her warranty.After diagnosing ****************** vehicle ***************** contacted the warranty company and discovered that her warranty had expired due to the mileage on her vehicle.***************** attempted to contact **************** many times via phone, text, and email with no response. Once contact was established with ****************, she returned her rental to ***************** on 1/3/23, 5 days later. In good faith, ***************** credited $88 in rental fees on her bill. ***************** charged **************** a total of $351.69 which included her credit of $88 in rental fees. In good faith, ***************** is willing to reimburse **************** an additional $200 of her diagnostic fee as the rest of the repairs were requested by her at the time of drop off. 

  Customer response

  01/29/2024

  I feel their characterization is not quite true. First, I have no access to my warranty. I was given no warranty information, though I have requested it on several occasions in writing. I was told I could call and speak to someone and they would give me this information. Which I did on more than one occasion, the time prior to this was in March- in which I was assured that I had a warranty through the end of the year and for many more miles than I would reasonably put on it. 
  The first thing I did when I called to make an appointment was to inquire about my warranty. Again, I was told my warranty was good through 1/2/2024 and I was "well under my warranty miles".  (I told them I had ******* miles on my vehicle and in actuality I had *******). Do you think I would have brought my vehicle in if they had said, I'm sorry ma'am you're out of your warranty? No, I wouldn't have.  Because I was never given anything in writing, my only warranty information is through the servicemen in charge of my warranty.  When I spoke to the service manager and he checked before I brought the car in, I had no reason to believe that he was misleading me.
  Now, they do have you do a disclaimer they called first day rental and diagnostic- this means that if I brought the vehicle in for something that wasn't something the warranty covered (like brake pads or a rip in my seat or the paint job- wear and tear), I would be responsible for 1 day of the rental car and the diagnostic fee. But that's not what happened. In fact, I received a call on the 29th telling me that they found lots of things that are covered by warranty- almost $8,000 worth and they thought it would take a little longer since the warranty company usually sends out an inspector when it's that much. However, everyone agrees, the things they found are covered by warranty.  If I had a warranty, I would have all those things covered. As far as I knew, I had a warranty, because before I made the appointment I inquired and was assured by the manager himself! 
  I did have one call that I missed on the 1/2/24. I left my phone in the car accidently while I took my young children to the aquarium for the day. When I got back to my car around 3 pm, I listened to the message that said there was a problem with my warranty. I responded back via text, what could the problem be? I had the service manager check before I brought the vehicle in! He said I was under miles and I had until the 2nd to submit my claim! I didn't get an answer until the following day, about 24 hours later. When I spoke to the serviceman assigned to my car, he said my claim was denied because I was over my miles on the warranty by 9 thousand miles, and so my car was not under warranty.  So never was there a time I was unreachable and just kept the vehicle for 5 days like the response indicates. 
  Even though he gave me less than 3 hours notice, I returned my rental right away. I went back and forth with him over the bill, afterall- these things are covered, I should not have anymore than 1 day rental charge. I was told that my bill would be  the oil change, diagnostic fee and then I'd owe 3 days rental to the rental company. They agreed to pay for 2 days. Since this was a mess, they were also giving me an extra discount and my final bill would be $262 that was the best he was authorized to offer me. So I reluctantly agreed. But when I went to pick up my car, the price was not what my tech told me, it was $351! I told them, no this is not the price I was given. I won't pay that. So they went to the service department, got a different guy who then disappeared and came back and said the reason it was MORE was because it covered the rental in FULL. so this would mean I would owe no one else. So I agreed, fine! I just wanted this mess to be over! 
  But the problem just kept going. 
  2 days after I returned the rental, the rental company called me and said my rental was past due and hadn't been returned. Then they called again and said ***************** refused to pay for my rental and they charged my card on file for all my days plus the additional days that ***************** kept the rental for. 
  How is that fair? They tell me that my bill is more because it will cover the full rental, then they keep my rental and have the rental car charge me for all the days. The $200 refund that ***************** offered, doesn't even cover what the rental car company charged me on top of the extra $90 difference from my bill.  
  so in summary, if I was told honestly, you don't have a warranty, I would not have incurred any expense because I would not have brought my vehicle in. 
  I made my decisions from what they  told me. I believed them. After all, they have access to my file and the warranty system.  I do not!
  I thought I was getting meaningful work done on my car to make it safe for my children and I to be in.  
  If they told me I had a warranty, and all the $8000 worth of fixes are warrantied work, why shouldn't ***************** be forced to fix all those items on my vehicle? It was not my mistake- it was theirs. 
  I do not feel like I was being unreasonable by asking for a refund and an apology.  
  
  

  

  Business response

  01/29/2024

  ***************** is actively working with *************** on a separate complaint forum to come to a resolution regarding this matter. 

  Customer response

  01/30/2024

  
  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

  12/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought a jeep compass from them 3 months ago. So far I have had to get the infotainment screen fixed, had to go to their location 3 times (due to lack of communication from the dealer to me) for a windshield chip repair because every time their glass guy had left and nobody told me. Even though I had an appointment. Ive had to replace a battery already, and now have to replace the other battery. I have the motor mounts getting fixed right now and NOW they say the radiator hose, and coolant reservoir is leaking. They want over ***** for the repairs. I go to pick up my car after they finished the motor mounts and they tried to make me pay 130 dollars for the rental which was covered by my warranty so it should have only been 60 dollars altogether. Their reason is we told you on Thursday your warranty company only covered 2 days and my response to that was I know, I called the warranty company which said you guys are lying and that they would never refuse more time because per contract, they are obligated to cover 5 days *** per claim all you had to do was call and request more time. And I left you guys a voicemail telling you exactly that. Not my fault you guys dont check your voicemails LONG STORY SHORT: SEVERE INCOMPETENCE HERE, THEY DONT CHECK THEIR CARS WHEN THEY BUY THEM (172 point inspection) FOR NEEDED REPAIRS AND JUST SELL THEM AS IS TO UNSUSPECTING BUYERS CLAIMING THEY INSPECTED THEIR CARS AND THEY ARE IN GOOD CONDITION. BUYER BEWARE OF THIS BUSINESS. ONCE THEY GET YOUR MONEY THEY DONT CARE ABOUT US.

  

  Business response

  12/12/2023

  ***********, we apologize about your experience with your ****.It is ******************* responsibility to retail vehicles that pass all required safety items. Your vehicle passed all required inspections and parameters. Additionally,***************** had you sign our ***************** Value Line disclosure which stated you understand that ***************** does not provide any warranty on this vehicle and the only applicable warranties are the implied ******* State warranties. Unfortunately,with your circumstances ***************** could not foresee issues that were not present at delivery.  We apologize for the miscommunication that occurred with the service department. Your extended warranty contract with AUL allows you to take your vehicle to a service center of your choosing. We would love to continue servicing your vehicle but understand that because of your experience you may choose to go elsewhere. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my husband purchased a used car from this dealership on March 27th, 2023, and they sold it to us without telling us that the blind spot monitors are duct taped on under the bumper, which is considered fraud and not ok. We tried scheduled a service appointment about a month after but due to it being an electric vehicle it was hard to get an appointment with a service provider that can work on electric vehicles. Long story short, they are now refusing to fix the undisclosed problem. We did not go under the bumper and tape it on, how ridiculous. Beware of this dealership.

  

  Business response

  07/07/2023

  We are sorry to hear that you are having sensor concerns on your vehicle. According to our records there was no mention of that during the reconditioning process. As previously stated, we would be willing to look at the sensors as a good-will gesture to ensure we didn't miss anything during reconditioning. If you would like to move forward and schedule that, please reach out to ********************* at ************

• Initial Complaint

  12/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I PURCHASED A 2021 **** WRANGLER IN MARCH OF 2022 FROM ***************************** ONLY HAD ***** MILES ON IT I WAS TOLD THE VEHICLE WAS A BUYBACK FROM A DISGRUNTLED CUSTOMER.SINCE THEY HAD TAKEN IT INTO THE **** WITH A CHECK ENGINE LIGHT 3 TIMES,THE DEALER HAD TO BUY IT BACK.I PAID $43,500 WHICH WAS FAIR MARKET VALUE.***************** TOLD ME THE VEHICLE WOULD SHOW ON THE CARFAX REPORT THAT THE VEHICLE WAS A BUYBACK.I JUST RECEIVED THE ***** INFO FOR THE VEHICLE AND THE **** HAS WHAT IS CALLED A "BRANDED" *****.A BRANDED ***** IS LIKE A SALVAGE *****.IT MAKES THE VEHICLE ALMOST WORTHLESS AND IMPOSSIBLE TO SELL.I WAS NEVER TOLD THIS VEHICLE WOULD HAVE A BRANDED *****.THIS DEALER LIED TO ME AND RIPPED ME OFF.I WILL NEVER BE ABLE TO SELL OR REFINANCE THIS VEHICLE.IT IS NEAR WORTHLESS.I HAVE TRIED TO WORK IT OUT WITH THE DEALER AND THEY ARE NOT WORKING WITH ME.THEY OFFERED TO BUY IT BACK FOR A FRACTION OF WHAT I PAID FOR IT.I WOULD NEVER OF BOUGHT THIS VEHICLE KNOWING IT HAD A BAD *****.IT HAS A BRANDED ***** BECAUSE IT WAS DEEMED A LEMON BY THE **************** DMV BUYBACK PROGRAM.I WAS COMPLETELY UNAWARE OF THIS.THEY SOLD ME A WORTHLESS VEHICLE WITH A CHECKERED HISTORY.THE PREVIOUS DEALER THEY BOUGHT IT FROM HAD TO SELL IT AT AUCTION BECAUSE OF THE BAD *****.THIS IS BORDERLINE CRIMINAL.I WANT A FULL REFUND AND THEY CAN HAVE THERE CAR BACK.

  

  Business response

  12/29/2022

  ***************** is in communication with ********************* to repurchase his vehicle back from him. 

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car from this dealership 3 weeks ago, since then it has had a dead battery and a flat tire. 2 various issues that happened within a matter of days apart. Tried to resolve this within 2 separate conversations. Got the run around and was told we should have bought an extended warranty. Completely misunderstood the point. This has nothing to due with a warranty and everything to do with the fact that we have had the car less than a month, have driven it 4 times and have already experienced these 2 issues. We expect some sort of financial restitution from this. Whats most upsetting is they keep missing the point, and referring back to us not buying an additional warranty; which is irrelevant because warranties dont cover tires or batteries. It appears as though they are being rude because we didnt buy this. This company did not due diligence to ensure they sold a safe and reliable working product.

  

  Business response

  07/29/2022

  I have talked with ***********************, and emailed him the requested list and detail of the work that was completed in our shop, by our Technician. At the time of inspection, the cold cranking amps of the battery were within guidelines, so the battery tested good and did not need to be replaced. The tires were inspected, a balance and rote was completed, and tire tread depth was over our minimum requirement, not requiring replacement. Although both are unfortunate situations, there wasn't anything Bill Luke Tempe could have done to avoid the situation, and unfortunate events. Bill Luke Tempe is willing to reimburse for the battery, even though it was a covered component under the original factory warranty. As mentioned, the tires were well within spec, and were inspected, road tested, balanced and rotated. The vehicle only had 20k miles, and there was no way for Bill Luke Tempe to know the tire was going to blow out. Regarding the run around and mishandling by my team, I have apologized for that to *****, and have counseled my team on this matter. 

   

  Thank You,

   

  *********************

  General Sales Manager

  ************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 *** 440i on December 14 2021. After running my credit, Sales Rep ************************* told me I wouldnt qualify without money down, was a lie. Presented me terms on 72 months the whole time he was haggling me . When I signed the deal he switched it to 84 months without me noticing which lowered my payment. When I brought it up he got really passive aggressive. In finance ****, falsely advertised gila coat as ceramic coating on the car. I was told no water would sit on the car. He also dropped my interest rate from 9% to ****% and added $7k worth of warranties. Didnt explain how or why he could drop my interest, didnt give me an option of lower interest without warranties. Just insisted I was getting a really good deal.Upon receiving the car there was a dent on the rear bumper that wasnt there at the time of purchasing . Both GSM **** S and Sales Rep ****** J said the car wasnt like that when they had it on the lot . I didnt see the dent when I walked the car prior to purchase. Notified them about the dent once I noticed, immediately after I got home right after the transaction . Was completely ignored for over two weeks. They tried to help after they had sold my 2021 Ram **** Cummins trade in.After a month of owning the *** my AC blew out . They denied to fix my AC. They gave me the option to trade in the *** and basically start over. I test drove some cars none which I really liked. I was going to settle for one but when I went in to sign paper work on it they changed the payment and interest.

  

  Business response

  05/04/2022

  ***************** corresponded extensively with ************** regarding his purchase of the 2017 **** ************** was advised multiple times to not cancel his warranty. On February 21st *********************, General Sales Manager, emailed ************** that he would no longer correspond with him due to the vulgar language used in both voice messages and text message. According to the last correspondence,************** was trading in the vehicle and is no longer the owner of the vehicle. Tell us why here...

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a factory defect with my car and this company refuses to fix it and blames me for the problem citing there is damage, but there is none. There claim is baseless and I want the problem resolved.

  

  Business response

  03/22/2022

  Spoke with *********************, the vehicle will be returning to ******************************* Romeo, tomorrow March 23rd 2022. Once the vehicle has arrived, we will digital image the wheel and submit for approval. 

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying for over 2 weeks now to get a reimbursement for my vehicles extended warranty cancellation and I already posses all the necessary documents. I have made multiple attempts to contact anyone in finance division and also with management but I get sent to voicemail every time and even try calling at different time in the day. Even after leaving voicemails with multiple people I still dont get called back. I have also attempted to speak to the general manager about this issue but the people at the front desk keep telling me they cant help me if no one is answering.

  

  Business response

  12/31/2021

  ***************** apologizes for the inconvenience. We have reached out to the customer and handled their cancellation. 

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** has had my vehicle for 3 months now, October 13th was when I dropped it off for transmission issues, at the end of October I receive no updates on my vehicle didn't even get offered a rental per my warranty agreement so I call. I speak with the service manager he apologies for the inconvenience then he provides me a rental to use until its done. November comes around I'm being told its done so I take the rental back go to the service department and they tired to hand me vehicle that wasn't mine, I then am waiting there for 3 hours to be told they don't know where my vehicle is, and that it might still be at ***** they call and find out and the service manager tells me he is not sure when it will be done. this is unprofessional, so I ask to speak with ***************** because I have been paying ****** for a car that I haven't been driving since its in the shop mind you its a 2020 **** fusion silver brand new already having transmission issues, so I wanted to speak with **** and asked if they can reimburse me for the 3 months and I'm being told **** is a busy man, now Monday 11/29/21 I'm being told my part is back ordered another few weeks, no one is returning my call I need answers can you guys please help

  

  Business response

  12/06/2021

  ***************** has reached out to the consumer and informed her of the current timeline for the repair. ***************** commits to keeping ***************** in her rental car until the work is completed on her vehicle. 

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