Lustine Toyota Dodge - Woodbridge, VA

Visit Geno's Garage for Truck accessories.

The most recent reports are at the top of the list; the oldest are at the bottom.

Sales=Fair, Service=Poor, Parts=Poor, bought there=Yes, scv_there=Yes, Buy_DaimlerChrysler_again=No,
Approximately 7 months ago I brought my 8 month old truck in for service due to the engine cutting off for no apparent reason while driving this vehicle, making this vehicle unsafe for myself and my small children. This happened in excess of 8 times and continues to happen until this
date. I explained to Lustine that I just wanted the problem fixed, several attempts to locate and fix the problem, they were unsuccessful. Lustine acknowledged there was a problem due to the proof that one of their recording machines detected but they were still unable to solve this issue. Since this is my ONLY vehicle I have no choice but to drive an unsafe vehicle. At this time I have had to contact an attorney regarding the lemon law but I would have much rather preferred they would have taken more time and resolved the problem.
Submitted by: Jennifer Chellis
Number of dealership visits=15+, Last visit date=2 months ago, Date report submitted: Jun 26 21:42:33 EDT 2006

Sales=Poor, Service=Don't Know, Parts=Don't Know, bought there=No, scv_there=No, Buy_DaimlerChrysler_again=Yes,
My credit is not good, so I went through the internet to try to get a loan. I received a call from one of the salesmen from Lustine Dodge, he stated that I had been pre-approved. I told him the type of car that I would like to buy. The salesman tells me, yes we have that car. This is on a Thurs, so he asked when I would be able to come down, I told him I would probably be able to make it down on that Fri. So he says, call before you come. So I called and I told him who I was and I was on my way, he tells me well the car is not here, the sales manager of that department has that car and he is not in because there was some kind of family emergency, so he says I will call you on Sat. Since I did not receive a call on Sat, I called him on Sun and he says, well they have not been able to get in touch with the guy to get the car back, the guy may be back on Weds. So he says he will call me on Mon to let me know if the car is in. He calls me on Weds and tells me the car is in and when would I be able to come down. I told him I would be able to come after work, so this is late morning early afternoon I talk to this guy. He calls me back late afternoon and tells me that someone else was interested in the car and that person had their car appraised but there credit fell through so the car was still available. I felt that was strange for him to call me and tell me that,since they work with bad credit. So I said ok fine when I get off work I will be there (I had already told him I would be there after work). I go down to the dealership meet the salesperson and we take the car for a test drive, he knew nothing about the car, every question I asked he would tell me he had to look it up. We come back go in and try to work out a deal. I fill out the application and he goes and run my credit. I had already told him I did not want my payments to be over a certain amount, so he comes back with my credit report and starts reading it out loud! ! I asked him why are you reading my credit report to me, I already know what's on it and that is why I am here because supposedly you guys are able to help if your credit is not so good. He keeps reading so I tell him if he is not able to help me then I don't need to be here. He stands up and tells me I don't have to yell at him. i was so surprised all I could do was laugh. I did not raise my voice. I had my children with me and I asked my son who is 13 if I raised my voice, he was also laughing because he could not believe the guy walked off in a huff and said I yelled at him, so he tells me no. Then the guy leaves me sitting there for about 10 minutes. I'm so confused I don't know what to do, I get up to leave and he comes and tells me to come talk to the bank. So I follow him and there is another guy I guess was maybe the finance manager. He's telling me that I am not able to afford the car and I need to just settle for whatever I could get. I could not believe what I was hearing, I asked if this was really a car dealership. I told him all I needed was a yes or no answer, either I am able to get it or not. He proceeded to tell me about how bad my credit was and I needed to just settle that was the only way I could get my credit straightened out.
I could not believe what I was hearing, I was trying to leave and he just kept talking, so I told him that he was not able to help but I thanked him for his services and left. As I was leaving out the salesman that took me back there tells me thank you and have a nice day. I think that Lustine
Dodge was trying to sell me the cheapest car they had so they could pocket the money from the loan, my trade-in and down payment. I feel that the service I received was the worst service I've ever had.
Submitted by: =Dee
Number of dealership visits=1, Last visit date=10/05, Date report submitted: Oct 20 23:41:32 EDT 2005

Sales=Good, Service=Excellent, Parts=Excellent, bought there=Yes, scv_there=Yes, Buy_DaimlerChrysler_again=Yes,
Very good experiences with Lustine... but be warned, most dealers can only handle local problems. I got a "Lemon" and dealing with Daimler Chrysler has been long and arduous.
Submitted by: Ken Johnson      ken.johnson[a]nii.com
Number of dealership visits=30+, Last visit date=October 1, 2005, Date report submitted: Oct 4 11:31:41 EDT 2005

Sales=Poor, Service=Don't Know, Parts=Don't Know, bought there=No, scv_there=No, Buy_DaimlerChrysler_again=No,
I have been searching for a new truck. While looking at prices online I noticed a blatant bait and switch tactic by this dealer, and also noticed them doing the same when I called and visited. They post a listing online at autotrader or autoauction for a Ram or Dakota about 3,000 - 4,000 dollars less than most other dealers. After seeing these "great deals" I called to ask if indeed they had the make, model, and stock number, for the price listed. They reply that they do still have it, that i should come in for a test drive. When I get there, surprise surprise, the vehicle I am looking for has either a) just been sold or b) was accidentally listed at the wrong price. The first time this happened I gave them the benefit of the doubt. They do put a disclaimer on their online ads that they are not responsible for "typographical errors". However; I have been on the market to buy a truck for over two months now. When I search for trucks online in Northern Va, Lustine Dodge's trucks regularly come up as the cheapest around. Each time I call them and the same thing happens. I noticed something else to prove to those people supporting Lustine Dodge on this website that they are shady and dishonest, (who I suspect just work for them and are trying to counteract the negative publicity.) The prices listed on their own website, the Lustine dodge website, lets say for Truck XY will be 17,000. But the same exact Truck XY will be listed on autotrader for 14,500.
Now I can understand that a "typographical error" might occur once. But not repeatedly in the same manner. I am sad to say, that this in not an uncommon practice in the online auto market. Being a patient consumer, I have found that many dealers use these tactics to simply get you to the
dealership, and then try to sell you something else. I feel bad for the pathetic person that this actually works on. Nevertheless, i am going to contact a lawyer, and see if I can sue these bastards for false advertising or something.
Submitted by: Colin
Number of dealership visits=3, Last visit date=June 9th 2005, Date report submitted: Jun 12 08:50:10 EDT 2005

Sales=Good, Service=Excellent, Parts=Excellent, bought there=Yes, scv_there=Yes, Buy_DaimlerChrysler_again=Yes,
I have excellent rapport with my dealer and will continue to go there.
Submitted by: Donald Battle     donbat_2000[a]yahoo.com
Number of dealership visits=1, Last visit date=06/19/2004, Date report submitted: May 27 09:45:22 EDT 2005

Sales=Poor, Service=Don't Know, Parts=Fair, bought there=No, scv_there=No, Buy_DaimlerChrysler_again=Yes,
I would use film of my encounter to train salespeople about what not to do. I was in the market to buy a used 2003 2500 Diesel long bed. As happened to another reviewer I was told they had the vehicle only to find that they either made a mistake or lied simply to get my body in the door. I walked away of course. About a week later I had a question about interior trim. I called to ask if they had trucks with the 2 colors available. Given my previous experience I thought it unlikely they didn't have them since that's all that Dodge makes. I parked on the Toyota lot, walked over to Dodge and looked inside several trucks. A salesman walked up. I told him honestly what I was doing, that he shouldn't waste his time on me since I was not buying new and I knew he had no used trucks. He said " let me get the keys to 2 of these trucks so you can see the interiors." I waited, he came back . After looking at them he said that he had to satisfy his sales manager [never allow a sales person to elicit sympathy from you] by at least recording my name and that I'd been there. This resulted in a most unpleasant physical confrontation. As he recorded my name I felt more and more uncomfortable seeing 3 salespeople eyeing me and talking softly, so I gave phone [(xxx) xxx-1212] and a phony address.The sales man I had spoken to introduced the sales manager who came over and attempted to to get me to answer a yes question. No, not 'what can I do to get you into a truck today', more invasive I just can't remember which one, it doesn't really matter. I told him I was not here to buy a new truck and did not want to speak with him. As I started to walk towards the door he blocked my path and continued to repeat his question. I told him I was leaving, that I don't play games with people, goodbye. He continued to question me pulling away from bodily contact with me at the last second, far beyond what any boundary between men would be. I had tensed for a fight, not a real option since my left hand is crippled. I was hoping to get to my pepper spray if needed. He continued to pursue me to my vehicle, where I said that he had already lost any chance of my returning and why was he incapable of politeness. I said I have been polite. If he continued to bother me I would hurt him so that he would stop. I drove away.
I called the dealership 4 days later to complain about my experience. My call was answered by a man who said he was the general manager. I asked if he thought this was appropriate behavior. This man said that it sounded "like he was selling you a vehicle". I said that treating people rudely was hardly a way of selling anything and that I was calling Dodge to report this behavior. I said that if they still had 5 star status, they didn't deserve it if they were to continue this behavior. He yelled at me and screamed incomprehensible words to me. I yelled back that he as a stupid son of a bitch and that I was calling Dodge. He had already hung up. I have called Dodge. They will put this in their record of his dealership. Lustine Dodge is very close to my house. FYI I bought from Smith Stokes Dodge in Reidsville N.C. They are 6.25 hours drive from me and my confidence in them is worth ever mile. This dealer once sent a tow truck to California on a warranty claim. That story wasn't a plant. It came from the customer whom I chanced to meet in service on another matter. Guess who'll get my future business. I flew in and drove the truck I now own from the airport to the dealership.
Submitted by: Withheld by request
Number of dealership visits=2, Last visit date=July 20 2004, Date report submitted: lost

Sales=Excellent, Service=Poor, Parts=Don't Know, bought there=Yes, scv_there=Yes, Buy_DaimlerChrysler_again=Yes,
I purchased a 2004 Dodge Ram 2500, 5.9 Cummings. Excellent truck. About the dealer. The salesperson and the sales manager were very good. Now the service department is another thing. I contacted them to get a few light scratches fixed. They told me, bring it now and we will take care of it. They did it took 2 hours not bad. Here is my concern with the dealer. First of all, Lustine lost their 5 stars rating. Wonder why? Customer service. I noticed the salespeople are great, they want to sell cars, but everyone else is different. I did not feel warm welcome by the employees, no you don't have to kiss my a#$, but at least be nice, I am the customer, and I am expending more than 35K in your dealership. As I stated in this note, if you do not care about their customer service, then go and service your vehicle there, this is my opinion.
Remember Lustine Toyota lost their 5-Stars rating, and that tells you what kind of dealership they are. In their defense, the management is trying to get their 5-stars back, by directing their employees to be customer service, but again, other than the sales people, I do not see them caring about their customers after the sale. Sorry Lustine, in my opinion you did not earn the 5-stars on my purchase of the 2004 Ram 2500.
Submitted by: Dan Wenger     wengerda1[a]aol.com
Number of dealership visits=5 (in different vehicles), Last visit date=5-21-2004, Date report submitted: May 21 16:16:52 EDT 2004

Sales=Excellent, Service=Excellent, Parts=Don't Know, bought there=Yes, scv_there=Yes, Buy_DaimlerChrysler_again=Yes,
I'm flabbergasted by some of the negative things that people are writing about Lustine Toyota and Dodge! My family and I have purchased more than five cars from Lustine, both Toyota and Dodge, and every time that I go there it's as if I'm family! I have sent many friends to the dealership to buy cars and trucks of both kinds and they too have had nothing but great things to report back to me about the service of the sales department. So if you want to write something bad, do it to people that deserve it, not the fantastic people at Lustine. I WILL continue to tell everyone the great things about America's Largest and in my mind "AMERICA'S BEST" Toyota and Dodge!!!
Submitted by: Haywood Jablomi
Number of dealership visits=1, Last visit date=03-10-04, Date report submitted: Mar 16 21:24:35 EST 2004

Sales=Excellent, Service=Excellent, Parts=Don't Know, bought there=Yes, scv_there=Yes, Buy_DaimlerChrysler_again=Yes,
do not believe everything you read .you've heard this before. all the negative reports by these people are wrong wrong wrong this is the best dealership I've ever bought from. they bend over backwards to get you the deal you want. i think the negative people where just asking for the world and have big mental problems. I've bought 4 cars there as well as my mom and several friends and they all loved the way they where treated in every facet. i wont buy from anyone else. i have been a salesman at other dealerships and i can assure you they are much worse on price. don't be fooled by a few displeased customers THEY'RE WRONG "its a great place"
Submitted by: sam
Number of dealership visits=4, Last visit date=oct 15 2004, Date report submitted: Jan 31 22:45:51 EST 2004

Sales=Avoid, Service=Don't Know, Parts=Don't Know, bought there=No, scv_there=No, Buy_DaimlerChrysler_again=Yes,
Bait and Switch to me also. I called to ask if they had a 2003 Ram 1500 4X4 QC Hemi. The salesman (Arsenio Perez) tells me they do. I called back and talked to the sales manager (Paul Smyth) who also verified that they had the truck I was looking for. I explained to them it was a 2 hour drive for me to their dealership. Sure enough, when I got there, they don't have the truck that two people verified for me they had. Now they want me to look at a 2004 which costs about $4000 more than the original truck I was looking for. I was treated very rudely, and found all the people I dealt with lying to me.
Number of dealership visits=1, Last visit date=Sept 25 2003, Date report submitted: Sep 29 11:29:37 EDT 2003

Sales=Don't Know, Service=Avoid, bought there=No, scv_there=Yes,
Service is the worst I have ever seen for a new car dealership. Their service manager (RD) needs to find another job because this one is not his calling. Two times I went to pick up the vehicle when (RD) said it was ready and it was not. (RD) informed me that he had supervised the work himself the second time and that the truck was running like a champ so feeling confident that (RD) had made sure the work was done I took the truck and headed south down I-95. Guess what? They had no water in the radiator. Needless to say i did not make it far. I called (RD) from beside the road and he gave me the number to a towing service to call. Can you believe I had to call? I did not have the truck towed back to Lustine Toyota Dodge. I hope I never have to deal with Lustine service again and especially (RD).
Number of dealership visits=2, Last visit date=9/6/03, Date report submitted: 08 Sep 2003 07:33:50

Sales=Poor, Service=Don't Know, bought there=Yes,
The Toyota sales department flat out .......... SUCKS!!!!! They're rude as anything- paid off the car quickly but treated like a second class citizen. Don't deal with Mohammed Diallo, "Sam" or Jeff McCallum. They're all crooks!!
Number of dealership visits=1, Last visit date=8/20/03, Date report submitted: 05 Sep 2003 12:59:11

Sales=Avoid, Service=Avoid, bought there=Yes, scv_there=Yes,
I bought a Ram 1500 paid cash so there no credit problems like others who have had problems with this dealer. There aftermarket dept refused to set up a date for the work to be done. Avoid this dealership!!!!!!!
Number of dealership visits=3, Last visit date=1/5.03, Date report submitted: 08 May 2003 12:50

Sales=Avoid, Service=Excellent, bought there=Yes, scv_there=Yes,
I purchased a 2003 Dodge RAM 1500. It was the exact vehicle I wanted. We happened upon it in their expansion lot? When it came down to brass tacks, the sales experience was horrendous. I had never been though such a nightmare in all of my years buying cars. My credit app was not approved my the finance company, even though we decided on a payment and interest rate. A week after the sale, I was called to resign papers with a higher payment and rate. Needless to say, I really felt as though there was a "bate and switch" going on? The finance guy was really great, but the sales process was less than warm. I ended up being forced to pay more monthly than I wanted to, which I will NEVER forget. Also the extra protection on the truck was reduced in price because of a miss calculation on THEIR part, so after getting the truck back from getting the extra protection I found out since they made a mistake on my trade-in, they had to take the paint and interior protection off the price? I had to call about 5X's to ask about it, and finally got them to add it back on at no extra charge? I don't know how this dealership is run, but Daimler-Chrysler may want to check into it? I would!
Manuel J Mathew Jr
Number of dealership visits=1, Last visit date=March 10, 2003, Date report submitted: 12 Mar 2003 11:59

Sales=Avoid, Service=Don't Know,
The ad in the classifieds "Lustine Toyota-Dodge states We'll beat any price on a new Toyota or Dodge or pay $10,000" even if you read the fine print the purpose of the add is to get you through the door and once they do you will experience "haggling like you never would believe. The prices will start low and quickly go higher and higher. Salesmen will even lie to get you to sign the dotted line...Don't sign anything. Do you research, there are sites i.e. Edmunds.com, Better Business Bureau that provide information on how to deal with car salesmen and buying new and used cars. I purchased a RAV4 from Lustine, Toyota is a good car but the conduct and customer service at this dealership was terrible.
Date report submitted: 27 Aug 2002

Sales=Don't Know, Service=Good,
The people in the service department took care of my needs. They gave me an estimate and when I came to pick up my truck was exactly what said earlier. They did what they said. The truck was fixed. A good service experience!
Date report submitted: 15 Jun 2002

Sales=Excellent, Service=Excellent,
Great Place to purchase or keep your Dodge vehicle running in like new condition!! I purchased a Dodge for the first time at this dealership approx 1 year ago. I was shocked at how smooth and to my satisfaction the purchase went. I had purchased other new cars in my past but never had a dealership treat me in this fashion. I am in sales myself and drive a lot more mileage then what most would. I recently gave Lustine a call to set up my 30,000-mile service and was shocked once again of the ease of setting the appointment. I came in the next day and was greeted by the service advisor and once more was shocked of the smoothness of this operation. I am one to say that this dealership requires my hat off to all the staff and you will see me again and again as a very satisfied customer.
I would like to again commend the service staff on a job well done keeping my vehicle in like new shape as possible!! I would also like to note that there are still a few customers out there like myself that understand that you are not the cause of our problems you are just doing what is possible to correct them as fast as you possibly can and I am one that would like to think you again for being there.
Date report submitted: 01 Apr 2002

Sales=Avoid, Service=Avoid,
Brought my 99 Durango in for major spark knock and to get the oil changed ...They kept the truck for 2 days...first Day they reported an Intake leak Causing lean Fuel which could cause the spark Knock and reported to me to fix it they are required to change oil...second day they reported to me Truck runs fine No problems found... and they did not do the oil change I requested....and would not do any tsb's did not have time....short story 2 days later the Durango Broke down and left my wife on the side of the road ...same problem they could not find.... service will not return calls. Service will not take calls.

Sales=Avoid, Service=Avoid,
Dealer barely spoke English. When asked a question 3 times gave one answer. Next day when time to close the deal and only my wife was present told manager that that was not what he said. (Bait Switch) - forced wife into a color she didn't want if she wanted this good deal. Dropped promise trade in value on trade in vehicle. Pushy. Customer service installed disk change and used only one mounting screw instead of 4. Cheap piece of crap. All around good screwing.

Dealership Rating:
	Good sales department, good service
	Fair sales, fair service
	Conflicting or not enough information
	Poor Service or Poor Sales Department
	Avoid like the plague!!
	Don't Know / No Experience

This page was edited on: February 26, 2007