Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a commercial cargo van a few days ago and the dealership made a error on the sales contract that the salesman had admitted to being "their mistake" and I have made over 5 attempts over 4 days to get this resolved. The error was my business name was omitted from the sales contract and just my personal name was placed on the documents which i didnt see until I received a digital copy in my email later that night. I had filled out the business credit app and given them my EIN and everything was fine until my salesman left for the evening and passed my file to another salesman. The salesman "must have not seen the folder" that this was supposed to be a business sales. The finance guy put the van in my personal name which was fine if it was to be along side my business name but that wasn't the case I found out later that evening. They have told me repeatedly they were getting this resolved and then never returning my calls. The finance person said to me today "this is the first time I am hearing about this," which I dont know who my salesman was resolving this issue with if it wasn't for finance. This is 4 days later. I explained I have a van that I cannot drive because of the liability of this being in my personal name and I am loosing business from it. Then the finance person gives me the run around and then says he was going to find out how to get this fixed and has now again has had zero follow up or any communication regarding any updates or resolve. So I am over the false promises and I am unable to get insurance properly and we are loosing income as a result with no regard from this dealership. My situation has been handled with no integrity and no urgency while we are loosing money as a result. I have all the correspondence in text message format proving this is a mistake made by the dealership but no resolution has been made.

  

  Business response

  12/03/2024

  Hello, we have reached out to this customer several times to get a clearer understanding of the complaint. We have not been able to contact the customer frequently, as there has been phone issues, stated by the customer. However, the customer did agree to individual financing, versus Business financing. Mr. Manfredi, did discuss a business finance option with our Sales Associate, however, Mr. Manfredi elected to go with individual financing. Mr Manfredi, signed several documents acknowledging the vehicle would be registered in his name, in addition to his bank contract. Mr. Manfredi made the decision to finance as an individual, after discussing finance options with our Finance Manager. It has been brought to our attention that Mr Manfredi's is requesting to change to a business loan for tax and insurance purposes, thanks!

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday Nov 16, I purchased a car from Bill Luke Murana but they failed to give me the receipt or paperwork for my purchase. The next day Nov 17 I called multiple times and was told they would give me the paperwork but did not. Today is Nov 18 and I have called multiple times with no resolution. I do not think they are serious about giving me my receipt and paperwork. I need the paperwork so I can register my car but they will not give it to me.

  

  Business response

  11/19/2024

  We have contacted Mr. Quan, and provided the information requested. He has confirmed receipt of the information via phone call. No further action is needed at this point, thanks!

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was offered a $1,000 bonus cash trade in offer by Bill Luke on Aug 15. I purchased a vehicle from them on Aug 16 and when I inquired about the bonus cash, my salesman Carlos advised that wasn't available on used car purchases and the offer was in error. I thought the offer was in form a text and could not find it and I did not have access to my email while at the dealership. That weekend, at home, I ran across the email (not in a text as I had believed). It does state that I have an offer for $1,000 bonus cash on my trade in. I did trade in a 2012 Ford Expedition. I attached a snapshot of it to this filing. I have made numerous attempts to contact the dealership by phone, email and an online survey. I have yet to receive a response to my inquiry. I would like a check for the $1,000 I feel I was cheated out of during the sale and trade.

  

  Business response

  08/23/2024

  We have spoken to Mr. Keiper, we have both agreed on a mutual resolution and this matter has been resolved, thanks! 

  Customer response

  08/27/2024

  Good morning.  I read the business reply and I don't understand their response.
  

  
  

      MESSAGE FROM BUSINESS:
      We have spoken to Mr. Keiper, we have both agreed on a mutual resolution and this matter has been resolved, thanks! 
  

  
  

  Bill Luke Marana did not respond to me, as I am not Mr. Keiper.  However, I did receive a phone call from Joey Gates and he said last Friday that they would send me a $1,000 check.  I think it should have been received by now.  I receive 7am daily informed delivery alerts from the USPS  and there hasn't been an inbound mailpiece from Bill Luke Marana.  I do not regard this matter as closed until the company honors the offer and I receive the check. 

  
  

  Thank you,

  Gene Lee

  520-870-2615

  

  Business response

  08/28/2024

  We have mailed out Mr Lee's agreed upon settlement on 8/28, thanks!

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Subaru Ascent with 5,100 miles from Bill Luke Marana on July 6 at about 6 pm. The vehicle was marketed as certified pre-owned, meaning it went through a "rigorous 125-point mechanical inspection." I purchased the vehicle for family use because we have two young children, including one infant, and need the space. On Sunday, July 7, I drove the car four times. When I tried to start the car on the morning of July 8, the vehicle would not start. It shuttered and made a ticking noise, but it would not start. I called Bill Luke. They sent our sales person, Eddie, to jumpstart the vehicle, which he did; however, the vehicle started with all the dash warning lights on and ran very rough (called "limp mode," meaning its at risk of catastrophic failure). I immediately drove it to the Subaru dealership as advised by Eddie. Subaru worked on it for five days. On Friday, July 12, they called and told me the vehicle was ready. They had fixed the problem. I went to the dealership and tried to start it, but it would not run. They again worked on it and found another issue. I picked it up that evening. Subaru told me the nature of the issues makes it highly likely Bill Luke knew about it. At that point, after three issues in five days, feeling deceived, and driving in 110 degree heat with my two young children, I could not trust this vehicle. On July 13, I went to Bill Luke and spoke with Steven and Tim. They told me there was nothing they could do. I asked to speak with their manager. They said they'd talk to someone. That didn't happen. They only blamed Subaru and would not take responsibility for selling me a broken down vehicle. They could only do an unwind/rewind, even though I told them I looked at their inventory and didn't want a different vehicle on their lot. Finally, I left. From my perspective, this looks like, at minimum, false advertising, fraudulent misrepresentations, and fraudulent inducement. I want to return the car and I want my money back.

  

  Business response

  07/17/2024

   

  Hello, we are in communication with Mr Kholbeck and have agreed to a mutual decision of reversing the purchase, thanks!

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from them last summer. It had some slight blemishes on the paint but it was in decent shape. I even took it to my mechanic to be looked at and he mentioned that the front and rear bumpers had been repainted. At the time I thought that was nice. Fast forward a few months and a few car washes later and it turns out that the bumpers were not repainted. Some short term/temporary cosmetic fix had been applied and more and more spots with missing paint were revealing themselves. The front bumper looks like the surface of the moon with all of the prior damage that had been revealed. I'm not sure what magic temporary paint had been used but at this point it is all gone and I am left with a crappy looking bumper.

  

  Business response

  07/17/2024

  Hello, we have attached our response and complaint is being resolved, thanks!

   

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - 4/19/24 : Went to Bill Luke to purchase 2021 Chevrolet Blazer 14k miles, when taken to the finance representative to sign for the loan. The finance representative Patrick McCoy, who attempted to force me into buying warranties, he stated he would lower the interest rate if I purchased the "optional warranties" and if not the rate would be higher. I immediately advised him that I am well aware of the lending laws and that fluctuating my rate based on if I purchased optional products or not was ILLEGAL. He instantly agreed to honor the rate regardless and kept pushing for the optional products to the point that I walked out. After several calls with sales manager Tim and a reduced price I returned the next day. -4/20/24 : Upon arriving I was asked if I was willing to still sign my loan with Patrick I was completely fine with it; however, Patrick was bitter about me reporting his unethical behavior and I was sent to a different loan officer for my signing. All my documents were dated for 4/19/24 instead of the actual date 4/20/24. -4/22/24 : Brakes are squealing. -4/25/24 : Check Engine light comes on. Reported to sales rep David -4/26/24 : Called dealership was told that Service would call me back. Went to AutoZone for diagnostics, was advised code was a serious issue as it can spread and damage other major components of the vehicle and shows that code had previously ben cleared twice with out repair. Headed to dealership spoke with general manager Joey Graves who was walked over to me by Patrick and when I advised of issue, he did not attempt to offer repair or replacement immediately offered to cancel deal and send me on my way. I advised I still needed transportation and asked for a comparable vehicle, offered only other Blazer in stock same year with 22k more miles on it for $800 more. Refused to compensate for the increase in mileage and refused to come out and speak with me again. I phoned their San Tan location to speak with Ryan Luke who was unavailable.

  

  Business response

  05/03/2024

  Bill Luke Marana is working directly with Ms. Holguin on a few possible resolutions but do not have all the information yet to make a mutual decision.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the finance office I agreed to an out the door price with taxes included. I told the finance manager I was pre approved from USAA with a lower rate than they could give me. The finance manger tells me he thinks USAA doesn’t finance buybacks and he makes me get them on the phone. USAA confirms everything is fine and the finance manager confirms the price with taxes included again. I sign everything the finance manager required before leaving the dealership. 15 minutes later I get a call that he forgot to have me sign a document and he needs it signed right now, no explanation what it is. He made it sound urgent so I docusigned at my next stop. Three days later the sales manger calls and says they miscalculated the taxes and I owe $1,054 more than what the signed sales document says. The dealership confirmed they received payment from USAA but the sales manager said that registration from the state would be withheld unless I pay the additional amount. On top it of this, the sales manager has also called me by the wrong name in multiple text and emails, including the email with the new sales document. The new sales document with the increased price was only signed by me after the pressure of withholding registration to the state from the sales manager multiple times. The first voicemail about this issue I received said "we'll have an opportunity to make it up to you". I asked about compensation in form of a service package from the dealer and the sales manager said no compensation will be offered for mistake from the finance manager.

  

  Business response

  04/17/2024

  **** **** ****** made an error and did not charge the appropriate state taxes and apologize for this error. **** **** ****** gave Ms. ******** the option to have a new contract drafted for her lien holder which would have included paying the taxes on her new loan and not having to pay for them outside of the loan. Ms. ******** decided to pay the state tax discrepancy herself instead of adding to her loan. **** **** ****** is not willing to offer any form of compensation.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of incident: 2/15/2024 Spent at Bill Luke Marana $30,000 Employess involved: Tim-Manager, Rodney-Sales and Daniel Sanches and random female manager. There is one female manager and if I were not retired I would fire her in a heartbeat for how she talks down to customers. I am the widow of a retired career veteran and receive his Military retirement and his DOD disability retirement for life as well as my own DFW School Administrator Retirement. Bill Luke Marana told me there was NO MILITARY discount for me. There is NO customer service at this location. There is a very friendly greeting when you enter and the atmosphere is very uplifting. HOWEVER; Do NOT buy a car here! Do NOT use their FAST TRACK online purchase sales program. They say it's " Broken." Rodney sold the car ( NIssan Maxima) which I bought and financed on FAST TRACK and financed through CHASE BANK, 2 hours after I FAST TRACK bought and financed this car..... to people who : walked onto the lot." This was after Rodney the salesman told me all I had to do was sign and the car would be washed and waiting for me! Do NOT expect any customer service after the sale either. I asked about the high beams on my lights begin low and dull. .I received a " Get used to it" or " you will have to contact the manufacturer" despite the fact I bought a $3000 warranty from them and the car only has 6500 miles on it. I was also told they do not honor the ARS state 3 day, 500 mile return policy and I asked if I could return it and exchange up to a truck or suv or anything that has brighter lights. They said No. My credit score is 780. These people could have made more money by being nice. Do not buy any car from this dealer. Rudest Dealership in the Southwest. and Not BBB certified. I asked to have a second key fob made for the vehicle. Iwas willing to pay...although I did mention that every dealership from here to Dallas always made me a second one complimentary. Bill Luke said, " NO." I asked where the original floor mats went to, since the car only has 6400 miles on it. They said " NO." Then emailed me the copy of the fine print on my sales contract I have never received with the " does not guarantee floor mats or second key" circled in red. I asked them to email or mail hard copies of my Sales Contract and Warranty. I have not received either a hard copy or email copy of my documents. My mechanic fixed my lights since Bill Luke Marana never offered to check them even though I had bought the car less than 12 hours ago. The lights are fine. Desired settlement: Key fob and Nissan Floor Mats and hard copies of Bill of Sale and Warranty. I also want my Military Discount. Money paid to business: $30000

  

  Business response

  02/20/2024

  Bill Luke Marana spoke with Jan Flynt on 2/20/24 and have addressed her concerns. Bill Luke Marana did agree to provide or reimburse for a second key and floor mats to her Altima.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went down to Bill Luke of Marana, AZ to purchase a 2022 Toyota 4Runner. The vehicle was not on site, as it was at the San Tan location at their detail/restoration facility. I purchased the vehicle on 1/6/2024 and was told I could pick it up from San Tan no later than Friday 1/12/2023. When I called to get an update on the vehicle, they said it would be ready by Thursday, 1/11/2024, but that day came and went. So, when I called again asking to speak to a manager, they said they were busy, but that someone would reach out hopefully later that night. I got frustrated and called San Tan, that manager was helpful and said he would call Marana right away. within 5 min, Marana manager *** called me and said there was an issue with the vehicle and it was sent to a body shop, but did not have any more info than that. The lack of communication and information was absolutely ridiculous. *** had apologized and took full responsibility for everything. That did not fix the fact I still didn't know what was wrong with the vehicle I had purchased. So, I call back on 1/15/24 to find out what is actually wrong with the vehicle and *** said he had just received the paperwork for approval and that it will take 7-10 business day before the vehicle would be ready; that there was an issue with the lift gate (dent, crack). So, I wait more and still no phone call from *** at the Marana location . I called *** again on 1/25/24 asking for the update on my 4Runner. He put me on a brief hold and then said the vehicle is ready for me to pick up at the San Tan location. I said how long has it been ready for? He replied since last Saturday, 1/20/2024. This is where my frustration comes into play; poor business qualities and communication. Messed up on financial paperwork as well and are issuing me out $150 check. Like that will fix everything.

  

  Business response

  01/29/2024

  Bill Luke Marana reached out to ******* ******* to address her concerns. Bill Luke Marana apologizes for the lack of communication and will use this feedback to improve. Bill Luke Marana and Mrs. ******* have mutually agreed to a resolution.

  Customer response

  01/31/2024

  
  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

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Breach of verbal agreement. December 8, 2023, I contacted Bill Luke Marana, 6565 Marana Cener Blvd, Tucson, AZ 85742 with an inquiry about a 2021 Jeep Wrangler Rubicon, 4xe, listed for sale on the internet. December 9, 2023, at 10:30 a.m., I contacted Bill Luke Marana, Luis Lugo, and we again discussed the vehicle and Luis Lugo confirmed it was still available. I communicated that I was committed to purchasing the vehicle and inquired as to what I needed to do to hold the vehicle until I could get to Tucson to pick up the vehicle. I asked if they needed a deposit to hold the vehicle. Luis Lugo assured me that was not necessary and that we could start the purchase process by me sending him my Driver’s License and he would send me a credit application. A verbal contract is a spoken agreement between two parties. Contracts are legally binding agreements outlining the duties or arrangements expected between two parties. • An offer – Bill Luke offered the vehicle at the specific price • An acceptance of the offer – I accepted the offer • Expectations established that both parties are exchanging something for the contract – We agreed that I would purchase the vehicle, no contingencies were discussed. • Both parties agreed to exchange something of value – I would pay cash for the Jeep. • There is mutual consent between the parties – Luis Lugo even sent me a text that indicated we have a verbal agreement. We started the purchase process by me sending Luis Lugo my Driver’s License and Luis Lugo sending me the credit application. • I relied on the verbal agreement and communicated with my family we were purchasing the new vehicle. Everyone was very excited. • We were crushed when Bill Luke backed out of the deal only because they then offered the vehicle to someone else based on negligence and poor inner company communication that the vehicle was already sold. I am ready and willing to complete my end of the agreement.

  

  Business response

  12/11/2023

  Company: Bill Luke Marana LLC
  Consumer: Reber, Darin
  #20986699
  
  We attempted to collect a deposit and secure the vehicle from this customer. Before we were able to collect the deposit, the vehicle was sold.

   

  Rodney Zimmerman Internet Director

  
  

  

  Business response

  12/13/2023

  Bill Luke Marana apologizes for any potential miscommunication between Mr. Reber and Bill Luke Marana. Bill Luke Marana does not accept verbal agreements and will hold a vehicle with a deposit after all figures are agreed upon including trade value, credit application, etc. Unfortunately, during the process of collecting Mr. Reber's information and agreeing to all figures, another client purchased the vehicle of interest. Bill Luke Marana will not pay any damages.

  Customer response

  12/19/2023

  Bill Luke Marana simply does not want to take responsibility for their negligence and unilateral breach of verbal agreement.  

  Bill Luke claims their policy prohibits accepting deposits until all the costs are shown to the customer.  Mr. Lugo admitted we had a verbal agreement for me to purchase the vehicle.  There were no conditions to my purchasing the vehicle for cash.  I proposed to provide a deposit to hold the vehicle until I could travel from Gilbert, AZ to Tuscon to pay for the vehicle.  I was told such was not necessary and the vehicle would be held for me to purchase.  I reiterated to Mr. Lugo that I was worried they would sell the vehicle out from under me.  I was assured this is not how Bill Luke operates.  Mr. Lugo communicated he would send me the credit application and we would continue through the process for me to purchase the vehicle.  Bill Luke never called me and within two hours commenced working with another customer to purchase the vehicle and then in fact sold the vehicle out from under me.  

  Bill Luke believes an apology and commitment to better train their staff will correct the unilateral breach of agreement.  Such does not compensate me for my damages incurred.  I relied on the agreement we made and did everything Bill Luke requested in moving forward in the process to purchase the vehicle.  Bill Luke simply refuses to take responsibility for their unilateral breach of contract and deceptive practices.  Their continued apology does not restore me to the position we agreed upon.  I have lost $3,000 directly due to the breach of agreement. 

   

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