New Buyer Beware
Being a first time buyer of a new car, I was not prepared for the pushy sales tactics and deception that would eventually cost me $7,000 in add ons. #1 I negotiated with the salesperson to have free Gap insurance but I ended up paying $800 for it and didn't noticed until the next morning. When I confronted them about it, they said they gave me a better interest rate which washes out the cost of Gap. #2 Since I was not confidently declining the protection plans, I was given the contracts for all of the dealer's protection plans. I called the dealer 12 hours after signing the paperwork to ask for a refund on the plans and they declined. The dealer eventually refunded the maintenance plan but still declined to refund the other plans. I understand that I signed the contracts but (in my opinion) it is their job to make sure the customer got a fair deal and I felt taken advantage of.
Most unpleasant dealer experience
It was by far the most unpleasant dealer experience I have ever had. They refused to honor the negotiated price I got over the email once I arrived there, and expected me to agree on the sticker price. After I showed the email/text as a proof, the waiting game started. They literally kept me waiting for over half an hour without knowing what was going on. After a while, the sales person came out and asked us to wait a bit more, and for the next half an hour we were just sitting there. I eventually had to leave because I could not even find my sales person at that point. They were not only being dishonest with the price, but also treated customer in very unprofessional manner. I hate dealers to first make you come in, and say differently once you get there. Also, I would rather make a deal with a dealer that is up front with no hidden price and value customers. I was extremely offended by the way they treated me. I sent out an email back to the dealer about my experience, and of course it was ignored. I suggest not to waste your time and efforts dealing with this dealer.
Awesome service every time I go. Tech Jose F. Is great at what he does. Wait is no more than what I'm told. Doug my service advisor was awesome as well.
If zero stars were an option I would have selected such. I purchased a 2017 Jeep Cherokee on March 10, 2017, and four months later am still working through issues with Lustine Chrysler Dodge Jeep. Sincere regret not having walked out of this dealership prior to purchase. Sales and Finance staff have limited knowledge and quickly become inaccessible once a deal is executed. Management makes claims they want to work with you to address issues, but they too disappear. Instead of the excitement one should normally feel after a new purchase, coupled with the fact it is a Jeep 4x4, exhaustion has transpired. The following have been contacted, after dozens of calls, emails, and in-person visits to the dealership -- and they too have had significant troubles in getting the dealership to honor the contract -- FCA (Corporate), Better Business Bureau, U.S. Consumer Financial Protection Bureau, USAA, and TrueCar. Every opportunity has been afforded by the Dealership to correct missteps and act with integrity. Ultimately, the Dealership has decided it is not worth the time, and clearly demonstrates no care for the customer after a purchase has been made. Despite claims made to TrueCar and the BBB, Lustine has yet to address their "accounting error" in respect to monies still owed from the trade-in payoff. Additionally, USAA questions Lustine's response to why they charged for title/tags/registration and did not renew them -- this after waiting 7 weeks for tags for a new vehicle. FCA Corporate addressed the Dealership's lack of honoring the trial periods for UConnect and SiriusXM, as the dealership claimed they had no control over this. The Dealership has also yet to correct the in-service date of this vehicle for warranty purposes. The vehicle was purchased six months prior, placed in-service, and had the UConnect and SiriusXM trials activated -- with that original purchase having fallen-through -- creating a need to correct the in-service date so I have the full warranty. This dealership has failed on all accounts and has continual negative ratings, yet no one addresses this. Though experiences differ, I would advise to not purchase or service a vehicle here.
Great service! Very friendly and concerned about customers issue.
Great customer service.
I was pleased by the effort and carefulness of how this location ran. Not only was it great but it's workers as well. Damaris in particular was of wonderful help! She is a great example of great communication and engaging with people! She's awesome.
Quickest car shopping experiece ever!
This was my first time buying a car, and this was a quick and easy experience! Azmi was helpful, knowledgeable, and gave me a lot of options so that I could make an informed decision. I felt comfortable shopping here, and I am so happy with my new car!
Best dealership in Woodbridge
I have bought 3 vehicles at this location and all I can say is this is the best dealership I have dealt with. Azmi has helped out with all my vehicle purchases and has been a great help with every encounter I have had.
Go somewhere else
It wasnt until I went to Lustine that I realized all dealerships are NOT created equal. I will try and stop any family and friends from ever going there. From start to finish, the experience was terrible. We are happy with our car, but I will NEVER step foot in that place again. Check their Better Business Bureau rating before you go; I wish I had. First of all, the salesman did not tell us the car we wanted had been sold. Of course not! Otherwise we would not have went there. They had a large inventory, so I wasnt that upset. There was confusion about the Lustine for Life care; the salesman told us it was included, but during the financing it was revealed that was not true because it was used. We found a car we liked enough and decided to buy it. After being there for 5 hours, the finance guy told us he could beat our financing we already lined up. There could not be a more slimy, untruthful way to go about it. After saying no to the extended warranty and protection packages 5 times, he told us the interest rate was tied to buying the warranty. I am certain this is fraud. He was pushing a 6 year loan even though I wanted 5 so the payments would be less. Finally we got it sorted out with his boss. Im pretty good with numbers; I feel terrible for people who are not good at math. I am sure that is how Lustine makes a ton of money. They use this form called We Owe to list things that need to be taken care of before delivery. For us, that included a 2nd key and 4 new tires. When I went to pick up the car, they somehow managed to only put two front tires on. I was dumbfounded. At no point was 2 tires ever discussed, but that is what the service note said. And the key It was not programmed correctly and would not start the car. Getting that fixed was a 2 month ordeal that involved the aftermarket parts department, service, and my salesman, each of whom put responsibility on the others. Lastly, they didnt fill up the gas tank on my new car, but called to ask if they could charge my credit card because I didnt fill up the loaner I received while they fixed the tire situation. I wasnt even the one who returned the rental because my salesman brought the car to me after the tires were finished. How petty. So many simple things added together with the financing debacle made for a miserable experience. Go to Koons instead!
Misleading, Difficult, and Dishonest
I would not typically give a one star review as there is usually some redeeming quality to bump it up to a two, but my experience was nothing but difficult and misleading. We initially considered this dealership because they had the exact make/model/trim Jeep we wanted and at a slightly lower price than everyone else in the area. We then emailed their sales department and asked if you online price was true, and they said give or take a few hundred it was, which was good enough for us, so we made a bit of a trip to look at the vehicle. Never did they mention in the email that the price was dependent on certain stipulations. When we arrived at the dealership we were brought to a second lot to look through the stock, which wasn't necessary because we knew the exact one we wanted, but wasn't really a problem, it's just part of the sell. But the sale went on far too long. When we finally got in to the dealership and started filling out paper work our salesman wrote some chickenscratch on a paper to show our price. The only thing legible was the base price, which is what we expected, but there were many illegible things that we were concerned with. When we asked we were told it was things like fright charges (a charge they said was standard but neither of us had ever paid before for any car), misc processing fees they tried to pawn off as taxes, and removing a deduction because we didn't plan to finance through them. All told it raised the price multiple thousands of dollars. This was outlandish seeing as we had emailed for this specific reason, to know what the actual final cost would be, and they fed us a lie to get us to drive multiple hours to buy the car. So we got up and started leaving telling them we could get it for less at another dealership. When we told them this they said the other dealerships were lying about their prices too, and they knew because it's what they do. Multiple employees openly admitted they lie to perspective customers! What kinda of decent business lets their employees act so callously and obliviously? Well after that we said if they dropped all those fees we would buy but otherwise we were leaving. Thankful, so we thought, they dropped the fees. So we stayed to get started on the payment paperwork. When we sat down with the finance councilor he said we could only get the Military Discount if we finance through their credit union, something that had not been disclosed to us in any of the prior discussions somehow. They insisted they could beat the 2.24% we were getting through Navy Fed, which of course they didn't come close. He then said that if we financed through them we could get a discount on a warranty plan, and did another chicken scratch job. To quickly wrap this up, my partner thought she was signing up for a $1k warranty plan but it was actually a $8k warranty plan. The last part is frankly our fault for not paying closer attention to the last of the paperwork, but we were burnt out from frustration after frustration. We will be attempting to cancel and refinance as soon as possible. I highly recommend avoiding this dealership if possible. If you do plan to purchase though them, come in ready to play hardball and with all your ducks in a row so you can skip all their BS.
NEVER EVER AGAIN
I bought my vehicle less than a month ago. Every interaction I have had is impossible except for my salesperson. I have had to visit the location about 5 times in the past month. I ordered aftermarket parts heated seats and remote starter. Took the car in to get both installed. Was told they were both being installed then after keeping 2 days instead of 1 they then informed me the remote starter was not being done it was on backorder after I confirmed twice that it was. Then the dashboard and steering wheel were slashed by some tool that the third party used to install. No one checked no one noticed except me. I had to then take it back so they could take pictures. Then was asked to bring it in the next day so they could fix only to be told they couldnt and need to order parts. My inconvenience not theirs. So then after no word I called to see when they were going to fix. They ask me when I can drop if off and needs to be done by 5 to get a loaner car. They didn't even contact me with when the parts could be replaced I have to contact them for a status. Then I'm told I need to work within their schedule so I can get a loaner while they fix. Unbelievable. You think you spend 30K with a company and they may have a little more response. NOPE. Still no idea about the remote starter. Tags expired over the weekend no communication from them I had to contact them again to see what I needed to do. Another Trip to Lustine. I asked to speak to the GM nothing. I get to speak to a sales manager with absolutely no experience in communication. I will NEVER buy a car from this dealership again. My blood boils every time I have to step into that building. TERRIBLE and to think I need to take to this dealership every service to get the lifetime powertrain warranty. NOT LOOKING GOOD.
Screwed service member over and didn't realize it
Couldn't give 0 star review. I had a leased car and wanted to trade it in for a 2016 Ram 1500. Basically I didn't realize it till after a month that they upped the sale price to the msrp. A 35k base truck turned into a 60k truck. Tried talking to them and didn't work, tried contacting the GM who is always hiding. What they did was wrong and should be illegal. I've tried getting out of it thru other dealerships and their GM'S come out and say sorry but they can't do anything. I got screwed by Lustine dodge
I truly enjoyed working with Basil Dickson and the Sales Manager Jesse. They did me right despite how hard of a bargain I drove. I gladly recommend this team to anyone buying a car and they will always have my repeat business.
Worst car leasing experience ever!
Salesperson lied about having the vehicle in stock over the phone, and drove me to another lot to talk me into buying a different trim even when I made it clear that I was not interested. In fact, I told the salesperson about another dealership that had the exact configuration I was looking for. Anyway, once I got back to his dealership, he suggested he could get the car from the other dealership I told him about with no extra charge. I agreed but the salesperson kept on providing incorrect pricing information. He looked at my credit score and mocked me for trying to lease a car with that score. I was about to leave at that point, so he called his manager. The manager used pressure tactics, and made me sign on a window sticker that was not binding. They held me hostage for six hours and repeatedly refused to disclose if I was legally bound to wait for the car to be brought before signing the agreement since I realized it was not a good deal. The salesperson was offensive, combative, and kept on saying that he was "hangry". Their staff did not care to introduce themselves, brought a dusty car late at night and did not care to clean it up. After six weeks, they called my supervisor at my workplace to inform him that my license plate was ready instead of contacting me directly. In addition, they mailed my license plate to the wrong address causing unnecessary delay and trouble. These are some of the major issues I encountered, and by far the worst car buying experience. They are definitely not getting my business once this lease expires.
Outstanding Service and Value
Lustine made my car buying experience extremely easy and hassle free for my Jeep Wrangler. I know the old Lustine and during this process I was waiting for it to return. Never did and in fact it was a great experience. Here's my story: I used Edmunds and other car services for pricing and to make my initial contact with dealers. Matt Lepage, General Sales Manager, is the POC listed and he responded to my emails and calls like I was his only customer. That was impressive. The Jeep configuration I wanted didn't exist so Matt happily agreed to place a factory order and honor the pricing. Other dealers wouldn't so they lost my business. Hard to believe but it took only 15 minutes at Lustine to complete the factory order paperwork. It was supposed to take ~6 weeks to get my Jeep but I picked mine up before 4 weeks. Nothing to do with Lustine but I joined Jeep Garage at Level 4 membership ~$30-40 so I could track the order and get a build sheet. Well worth it! When I arrived to pickup my Jeep it hadn't been fully prepped so Josh Coburn, Sales, jumped in to make that happen. He was very professional and made sure everything was taken care of. After completing the paperwork, Jonathan Ponce De Leon, Customer Relations Director, went through some additional delivery items including an email with how to videos. I can see why Jonathan has his job as he truly wants to take care of the customer. Based on my experience I will be returning for my next vehicle purchase based on the great service and value I got from Matt, Josh and Jonathan. I'm working to talk my wife into a Jeep Grand Cherokee instead of another minivan. LOL.
Bait and switch. Liars
After finding a used car I was interested in, I emailed the dealer to confirm price, etc. since it was a 2 hour drive for me, the only response I got back was, "come on in and test drive it, we'll get you into it". I finally called and talked to the salesman, Josh and was assured that the online price was the final price. I specifically asked if there were any incentives, etc. subtracted from the price he said no. We got to the dealership around 10am, looked at the car we were interested in, and a couple of new cars. We decided we definitely want the used car we came for. Now started the problems. As soon as we filled out the paperwork and they ran my credit report they came back pushing us to go look at the new cars again. We told them we weren't interested, but they insisted they could get us in a new car for about the same payment. I told them again we wanted the car we came for, please put together a price sheet with all the details. Twice they came back with a monthly payment that seemed awful high for the price we were going to pay for the car. After threatening to leave they finally brought back an itemized list. Now I know why the payment seemed so high. This is when the blatant lying started. The price for the car was $2,000 more than listed. I told the manager, or whoever he was, that we were dealing with at this point that that was wrong. He informed me there were incentives included in the price online. I know for a fact the incentives he told me were included were only offered on new cars. Then he walked away in a huff saying, "well if Josh told you that was the price, I guess we'll have to give it to you". He came back with a revised price sheet with the proper price, but had a $1,995 "reconditioning fee". I asked what that was for, here comes lie #2. Keep in mind, this car had 4, 000 miles on it. It was a dealer loaner. He informed me that they put on 4 new tires and changed the oil and top of the fluids. I checked the tires before the test drive and know they were not new. I told him if that car wore out tires in 4,000 miles, I didn't want a car like that and I could get an oil change at Jiffy Lube for $50. He said there was nothing he could do, that was their fee. At that point, I got up to leave, of course he then decided he may be able to do something with the fee. He offered to drop it to $1,500, but that's as low as he could go. Once again we got up to leave and I told him I would pay $995 to cover their "125 point inspection", even though that should be part of the price of the car. At this point it was 3 hours later. After we agreed to the final price, someone came over trying to sell undercoating, paint protection, etc. We politely explained we weren't interested, she left and another lady came over wanting to know why we weren't interested in such a great deal. I told here it didn't matter why we weren't interested, we just wanted to buy the car and leave. She walked off and told her co-worker we were be very rude to her. We finally left after 2 pm, over 4 hours. To top it off I had to call multiple times about my tags, nobody would return any phone calls or emails. They finally said they "found" my tags and had to overnight them to me because the temp tags were expiring the next day. I feel bad for some people that would go in there trusting that these people are looking out for their best interests, when they are lying right to your face. Not everyone will threaten to leave or argue for their rights.
Be very careful when you go to this dealership. They will shower you with friendly messages and act like your best friend, then they will lie to you and wear you down until you're exhausted. I thought I was a smart consumer, but these guys are very sly and know all the tricks. I bought a new car from them and it was not the one that they sent me information on, it was very similar but slightly different and one key feature was missing which I did not discover until I drove off the lot. Yes, I know, that was my mistake, but the GM promised to find the right car and kept in touch with me for about a week and then he just stopped communicating. None of the salespeople that I had worked with ever responded to my communications by phone or email. Once you leave the lot, that's the end of their friendship. So please be very cautious when you deal with these people. They are deceptive, have an F rating from the BBB. Go to Yelp and look at the reviews there. There are plenty of other Dodge/Jeep dealers in the area, go to someone else, don't go here !!
everything happened the way matt said it would on the phone, we came in price was on point and to our surprise they beat our usaa rate by 1.5%... thanks to azmi we are saving over 1300 over the course of our loan
The service given to me by the gentlemen Azmi was great! All expectations and needs were met and I really appreciate working with him and helping to buy a new car. Very satisfied with my new vehicle and I would recommend anybody to this dealership for great salesmanship and service.
I purchased my new beautiful car from this dealership. I am more than pleased with my decision. As a first time buyer with fair credit I was able to get a fair rate with a really good premium per month . Azmi Sabah was my finance consultant and made sure I got the best offer. I will definitely do business again.