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| - My wife and I flew from Denver to Phoenix, Arizona on Friday, June 3rd with the intent to purchase a 2014 Jeep Compass Limited 4x4 from Bill Luke Chrysler, Jeep, Dodge, and Ram. Prior to this trip, we spoke to their Internet sales rep and were assured that this vehicle had successfully passed a 152 point inspection, was certified, and in excellent shape. During the test drive, we commented on hearing a slight high pitch noise when the vehicle was accelerating. Our sales representative stated that this was a normal sound with a four-wheel drive SUV.
We purchased the Compass, but not until we pointed out that the price being charging was $500 over the present Internet price (which was corrected). After finalizing the purchase, we left the dealership, but less than 20 miles later, the transmission started slipping on the vehicle. We immediately called and discussed the situation with our sales person. We proceeded to drive the car back to the dealership where they met us along with a service mechanic. We took a short test drive with the mechanic verified that there was a "major issue" with the Compass' transmission.
The sales supervisor then sat with us and asked how they could make this right. We agreed to test drive a 2015 Jeep Cherokee Limited, since, at this point, we needed to purchase something or fly back to Denver empty-handed. When we sat down to discuss the Cherokee's price, the Supervisor said he was going to mark down the condition of the car from "excellent" to "fair" in order to give us a great deal due to our prior "inconvenience" with the Compass purchase. The "special" price that we were offered turned out to be exactly the price that was posted on the internet at that moment. After pointing this out, the manager said the best Bill Luke could do was give us $200 off of the $18,573 Internet price. At no point in these discussions did anyone offer to fix the 2014 Jeep Compass Limited, but rather, appeared anxious to get us into something else since we were now a captive out-of-town customer.
Selling a "certified" used car to a customer who flies in from out of state which then breaks down within 17 miles is obviously unacceptable in itself, but then you mislead us into thinking we were given a "unique" deal for this significant inconvenience appears to be a flat-out deceptive business practice. The Cherokee that we purchased, while a fine vehicle, ended up costing us ~$1300 more than we originally planned on spending and did not include extras such as 4 wheel drive; GPS; tow package; and a car alarm that was part of our final negotiated price on the Compass.
To add further insult to the situation, we spoke at length to their Customer Care Manager with the false hope that they would do something to make this right. After our initial phone conversation, emailing (and mailing hard copy) detailing out what transpired, we have yet to hear back from anyone at the dealership regarding this situation. The bottom line is that while the car we ended up purchasing is a good vehicle at a fair price, their ability to deal with our unique set of circumstances - a purchased car that broke down after less than 20 miles after flying in from out of town - reflects negatively on their customer service. Furthermore, their failure to promptly follow-up with us on this matter - despite several attempts - was the "final straw" informally (and publicly) documenting this complaint.
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