Reviews
Ike is an amazing super star. He’s been my go to since...
Ike is an amazing super star. He’s been my go to since I’ve been purchasing cars. I would not go anywhere else. Great person great job!!
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a new car
We truly appreciate the kind words regarding your experience with Ike.
Great Service! Ike helped me purchased the vehicle I was...
Great Service! Ike helped me purchased the vehicle I was looking for. Excellent service, everyone provided everything I needed. Happy with my Jeep 2021 compass!
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a new car
Thank you for the awesome feedback! We are so happy that you love your Jeep Compass!
Great experience, great people, and a great deal. Bought...
Great experience, great people, and a great deal. Bought a 21 Jeep Cherokee from Ike, and we couldn't have asked for a better experience. Would definitely buy from Lustine again.
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a new car
Thank you for the information in regards to your recent experience with our dealership. We are always here, should any other concerns arise.
I have been a customer for going on 4 years and I would...
I have been a customer for going on 4 years and I would not recommend this place to anyone after recent experiences!!! This review is specifically for their SERVICE department. We had an APPOINTMENT for March 20,2021 at 10:00 a.m. to get a routine oil change which was made on March 18, 2021. Fast forward to the day of our appointment and it took them over 5 hours to change the oil on the vehicle and we didn’t receive a call or update as to why it took so long. We have never had this problem before with a scheduled appointment. Spoke to 2 managers Eric Boswell (Service Manager) and (General Manager) Matt Lepage who stated a walk-in would take president over a scheduled appointment and the time my van sat around after being dropped off at 9:56 a.m. was normal. NEVER has this happened with all my other scheduled appointments here before. During COVID I would think they would follow protocol and honor appointments before a walk-in so they don’t have people just waiting around as we are trying to limit contact and social distance. The reason I dropped my vehicle off a few minutes before my scheduled appointment at 10 a.m. and arranged a ride to go home because it is COVID right now and waiting in a lobby if I don’t have to only made sense. Let’s not mention the proper mandated face coverings we are suggested to wear are not all being followed in this establishment (Eric Boswell). Again no communication what so ever on when and why my van was being held so long after having an appointment that morning at 10 a.m. Very horrible customer service and I have been dealing with this place for quite some time but will honestly say I have had issues before. After Saturday we have made the decision to no longer do business with this establishment as they clearly have a lack of customer service. Speaking with their service manager Eric Boswell and General Manager Matt Lepage was also a waste of time as they clearly stand by one another no matter if they are in the wrong. Finally got my van at 3:30 p.m. after getting the run around. Mind you I had a scheduled 10 a.m. appointment that was made 2 days in advance, more than enough time to communicate to me if I should have rescheduled on a better staff day for them. If you want to make an appointment for your vehicle and wait all day not knowing when or if it’ll get done then this is the place to go. They do not value their customers time and thrive off of just telling you anything to get by. I personally got a taste of this when speaking with Eric Boswell and Matt Lepage this past Saturday. Very unethical. I suggest new management sooner than later for this particular establishment as they already have a revolving door of employees and Eric Boswell and Matt Lepage are very much lacking in efficient customer service skills. One star is too high for this place.
- Customer service 1.0
- Buying process —
- Quality of repair 2.0
- Overall facilities —
- Overall experience 1.0
- Does not recommend this dealer
- Came in for service or repair
Hello, When appropriate I err on the side of the customer. Yes. Wait jobs are completed with priority. Drop offs are completed throughout the course of the day as time permits. This is why the vehicles are dropped off. We can then dispatch them as necessary and match the right vehicles up with the most appropriate technicians when possible! Get an oil change done as quickly as possible and wait... or drop it off and it will be completed before the end of the day, but you did not have to wait at the dealership. This is common practice at just about any service facility. We did not have a conversation. I apologized and was interrupted. I tried to diffuse the situation and was ignored and talked over while you disrespected myself and several of my employees while making a scene in our service lane with assistance from the person that was with you. In any event, we have (since I took over as General Manager here in 2019) improved our rating with the Better Business Bureau to an A+ and are one of few Accredited Chrysler Dodge Jeep and Ram Dealerships in Northern Virginia! I appreciate you giving me the opportunity to shed light on that fact! It is something that took considerable amounts of patience, perseverance and effort that I am incredibly proud of. Occasionally and admittedly, due in part to our small footprint and large demand for vehicles to be serviced here we can get a little overrun. When we do fall short of expectations (which is inevitable in our line of work, regardless of dealership) myself and Thomas Ramey our Service Director are nearly always around to make sure we do right by the customer when appropriate. That's how we earned an A+ rating and became accredited: By doing right by the customer. Unfortunately, you did not allow anyone the time of day to hear your concerns or conjure up a remedy/solution/agreeable outcome. Again: Life is 10% what happens to me and 90% how I react to it. I wish you and yours all the best in future endeavors. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep Ram Direct: 703-492-3647 E-mail: mlepage@lustine.com
Enjoy your day General Manager Matt Lepage, your one sided response from the 5 minute interaction we had only makes me see we are making the right decision. You keep focusing on drop off, which is not the same as a scheduled appointment (which is what I had). No one cared to reach out to me and speak with me to give resolution or update in those 5.5 hours of waiting and 6 phone calls I made to the service department to check on the status of my vehicle from my 10 a.m. appointment scheduled 2 days earlier during COVID. I guess that wasn't enough time in the day to excercise a courtesy call to your customer. Some customer service!! Now you are saying we didn’t have a conversation but earlier it was something different (as this is your second lengthy response to me today). Words were exchanged between all parties involved (A CONVERSATION) you even tried to continue this conversation with me when I walked away to use the phone, (and you followed) as I saw this was getting nowhere. I am glad you feel you handled this situation to "your satisfaction" and you applaud yourself for your dedication. I do want to also give you an applause for standing by your staff even when they are in the wrong. That shows a lot! At the end of all this my review was to say just this... Customer service is and was UNACCEPTABLE for that day. Your continued remarks further shows me more training is needed on your end. I stand by my words and rating on this establishment. WOULD NOT RECOMMEND AND WILL BE DOING BUSINESS ELSEWHERE. Thank you for your time. In businesses, yes mistakes are made. It is how you move forward to correct them that means much more. Deflecting is never a good answer when you can simply take accountability for dropping the ball, which is what was missing that day!!
Very Customer Friendly.Treats everyone with respect....
Very Customer Friendly. Treats everyone with respect. Good coffee machines Maybe some BBQ weekends would be nice. Management are nice gentleman, just don't think you know them personally or he owes you a favor. Its a car dealership.
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Came in for service or repair
We appreciate the kind words regarding your visit! Please let us know how we can help in the future!
Ike did a great job answering my questions. He asked...
Ike did a great job answering my questions. He asked what would make the deal happen and then did his part to get it done. Overall I was impressed with how much everyone went above and beyond to get me the deal I asked for.
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a used car
We appreciate the feedback regarding your experience with Ike. Please let us know how we can help in the future!
You can actually be honest with them about what you want...
You can actually be honest with them about what you want and how much you re trying to spend they will help you as much as they can
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities —
- Overall experience 4.0
- Does recommend this dealer
- Shopped for a new car
Thank you for the kind words and great rating!
The dealership was easy to work with. Unfortunately the...
The dealership was easy to work with. Unfortunately the internet was down when I was there so the transaction took longer to complete but overall it was good.
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a new car
Thank you for your feedback regarding your experience. We do apologize about the delay you experienced, as there was a problem with a construction company cutting the fiber optics line for our internet service.
Basil Di-ke was amazing in helping me pick out my...
Basil Di-ke was amazing in helping me pick out my beautiful new car. he made the car buying process less stressful than I know it could be.
- Customer service 5.0
- Buying process —
- Quality of repair 5.0
- Overall facilities —
- Overall experience 5.0
- Does recommend this dealer
- Shopped for a new car
We love having Basil Di-ke on our team! He really does a great job at helping his customers out!
Ike was very professional and knowledgeable making sure I...
Ike was very professional and knowledgeable making sure I got what I wanted in a Truck. Even as I looked at other models he was informed enough to know what features were not available that I required. The dealership itself was great not a lot of pressure to get unneeded/unwanted stuff. The cleaning (out of Ikes hands) took way longer then expected and looking at certain areas of the truck (mudflaps, inside door frame etc.) you could tell it was a rushed job. I did not say anything at the time as I didnt want to wait any longer. The actual cleaning took longer then purchasing the truck.
- Customer service 4.0
- Buying process —
- Quality of repair 4.0
- Overall facilities —
- Overall experience 4.0
- Does recommend this dealer
- Shopped for a new car
We appreciate the feedback regarding your recent experience. Please let us know if we can help again in the future!