Braeger Ford, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Good afternoon ***
This customer concern has me a little stumped. I have attached screen shots of the Service Advisor *** mentions by name, *** Hansen. *** did pick up her Glastnight, she did request a car wash and *** immediately ran it through
himself. *** then called *** on his cell phone at 6:24pm last night (see screen shot). *** returned her call at 6:27pm. Since we close at 6:00pm, our Service Director was gone for the evening. *** also called *** at 6:56pm and 6:57pm last night (see screen shot)
*** and *** were also in contact last night by text messages (see screen shots). *** even thanked *** "soo" much for his help and added a smiley face to the text message! Then today, *** called *** and she returned his message by text asking about the speaker
I'm not sure how this situation came to be at this point. Most service advisors don't even give out their personal cell number, or answer the phone after closing...but *** is a true professional. I can only assume that *** was frustrated with the entire recall, rental process and was just looking forward to getting her car back and putting this behind her. Then to find out the speaker wasn't working was just another issue she had to then deal with. We have handled quite a few of these recalls for GM and understand the cusomers level of frsutration sometimes. Since she submitted the complaint last night just before 7:00pm, and today she and *** are talking...I am assuming things are back on track
Since *** and *** are now communicating, I am planning on letting *** handle the situation accordingly. If we somehow caused ***'s speaker to malfunction, of course we would take care of it. If we did not cause it, we would still make sure to handle it in a manner that would be acceptable to both *** and Braeger
Thank you *** and please feel free to reach out to me with any additional questions or concerns
Respectfully
*** ***

This was 100% our fault. We dropped the ball by not calling Mr*** back in a timely manner. It was a clerical mistake made by our office that sat in limbo too long and did not get addressed properly. Our office has cut the check for the $and will mail it off
today. Respectfully*** ***VP/GM Braeger Ford

We have received, reviewed and researched the concerns of Mr. [redacted] regarding the purchase and condition of the 2008 Chevrolet HHR he purchased on April 2nd, 2015. I have also attached documents for your review:
Documents 1 ([redacted] 1): Detailed email and phone conversations between Braeger Ford...

and Mr. [redacted].  At no time did Mr. [redacted] call to express any concern about reapirs, nor did he email anyone at Braeger.  You will see he did mention that he had received a part that we mailed to him for the dome light and then mentioned that he had work done.  We were never told, nor were we ever given an opportunity to look at, or diagnose any issues or concerns that he had. 
Documents 2 ([redacted] 2): The RO (repair order) we opened up on March 18th to perform the safety inspection.  You will notice that we replaced side marker bulbs, reverse bulbs, rear wiper are, rear wiper, rear switches, oil and filter change, new front brake pads, new front rotors and a new serpentine belt.  Mr. [redacted] stated in his last email (highlighted in yellow in [redacted] 1) that the "belt has cracks all over."  Also, there are 2 pages of service history from the previous owner who bought it new at Braeger Chevrolet.  This vehicle had been meticulously maintained over the yearnew brakes at time of safety inspection, 4 new tires just 5,000 miles ago...
Documents 3: ([redacted] 3): Includes the Wisconsin Biuyers Guide, signed by all parties, the aftermarket and warranty items offered to, and declined by, Mr. [redacted].  The AS-IS disclosure signed by Mr. [redacted]. 
We did initiate, perfomr and complete a quality inspection prior to the vehicle being offered for sale.  We were not notified until after Mr. [redacted] had the work completed at another facility.  How can we address any concerns if we do not know about them?  Since Mr. [redacted] did not even give us an opportunity to address any concerns he may have had, we cannot pay for reapirs he had done at another repair facility.  Typically, if there is an issue with a used vehicle, the customer would contact the dealer they purchased it from to seek assistance, but in this case, we were not contacted.
Respectfully
[redacted]

We have received Mr. [redacted]'s concern regarding his Fusion.  Mr. [redacted] purchased the 2010 Ford Fusion on 10/10/2015.  More than a month later, on 11/11/2015, Mr. [redacted] contacted his Sales Consultant, [redacted] Christian, to inform him of an issue he was having with a leak from the gas...

tank.[redacted] went to the [redacted], to see how we will be assisting Mr. [redacted].  [redacted] informed Mr. [redacted] that we need to have the Fusion in our shop to properly diagnose the concern.  We can't jump to conclusions of what could be wrong without seeing the car.On 11/20/2015, [redacted] communicated to Mr. [redacted] that we would even provide him with a free loaner vehicle while the Fusion was being repaired...a day after he initiated a complaint with the Revdex.com on 11/19/2015.  On 11/20/2015, Mr. [redacted] emailed [redacted] and said "I just need to find when I can bring it down".The reason we must have the vehicle in our shop and inspect it is so that we can verify that there is a leak.  Also, since it was over a month before it was noticed, we feel we have the right to make sure there are no signs of damage.  [redacted] called Mr. [redacted] today and left voice messages for him to return his calls.  Again, we just need the Fusion to be brought to our shop so we can diagnose and repair the issue.  The only cost to Mr. [redacted] would be if there was obvious damage present to the tank.  We are not suggesting that, we just need to make sure before we commit to repairs.Mr. [redacted] can contact [redacted] (###-###-####) or [redacted](###-###-####) to make arrangements.Thank you[redacted]Braeger Ford

I took my 2012 Mustang convertible in for service a few weeks ago on a Saturday for service, coolant exchange. Service advisor was Craig Prochaska. No problem with Craig. Whomever the tech was that put the car on the lift should be retrained. The tech put one of the cross members under one of the two back exhaust pipes and in effect "metal stamped " the pipe causing an indentation or "Flattening" of the pipe about a half inch depth lengthwise along the pipe. Just discovered this yesterday while changing my oil and putting the car in storage for the winter. Since the car is now in storage, it will not come out until next spring. I am very unhappy that the Tech did not come forward after making this mistake. This is my summer car and I take care of it very meticulously ..Just depressed that I had to find this out on my own yesterday. Gary J. Poulos / Grafton,WI/ 262-375-9790 // [email protected]

I recently took my 2004 Dodge Durango to be serviced at braeger ford on 27th st in Milwaukee, wi. My truck died on a Monday afternoon and would not stay started. I called the service department to see if they could fix the problem which was unknown at the time. They to me "no problem, we'll look at it first thing in the morning."
The problems with the service I received started right away, my truck wasn't actually looked at until Tuesday evening. They were " diagnosing" the problem thru Wednesday evening. They finally told me the manifold had a crack and replacing it would fix the problem my truck was having. Cost $990.00 +tax. I was told my truck would be ready by Friday afternoon. I never received a call from the service dept, all communication was made by me calling them. I told them to fix the cracked manifold since I was told that would fix the problem with my truck. They called my boyfriend Friday late afternoon and told him that the manifold was "fixed" but now all the wires from the tune-up it recently had were put on backwards. Now if that were the case the truck would have had problems long before Monday. So the service tech Chad told me they were "fixing" this problem and my truck wouldn't be ready until the the next Monday. So at this point braeger ford has had my truck for a full week and it's still not fixed. I called Monday afternoon to ask when my truck would be ready. And surprise, surprise they say there's another problem, one of the cylinders are bad and my truck won't be ready until Friday! At this point I was furious with the service dept. they couldn't tell me what was really wrong with my truck. They were guessing on what was wrong with it, they would "fix" something that wasn't broke and since that didn't work they would move on to a different part of the truck. Completely furious I told them NOT to fix anything else on my truck and I would be picking it up to take to a mechanic that could actually fix my truck. I was also told that it wasn't stalling or dying anymore, it was just running rough. When we went to go start the truck and take it to a competent mechanic it was as bad as it was when we dropped it off a week earlier. Absolutely no reason that it should have taken this long to "fix" my truck. If the mechanics at the dealership couldn't fix the problem they should have just told me that and not lied about what was wrong with it. If I would have allowed them to keep fixing things I'm curtain my truck would be there for at least another few weeks and cost me thousands of dollars. Beware incredibly, incompetent service department. Don't take your vehicle there to be service for anything. I wouldn't trust those "mechanics" to do a oil change on any of my vehicles!

Review: I purchased a 2010 Saab from them on 2-14-14. I was told the car had Bluetooth, among other things that I was looking for. Upon coming home I went threw step by step on how to pair my phone. However when I went to push the button nothing happened. I tried troubleshooting even searched the web.

I called up and spoke to [redacted] aka [redacted], one on the car sales managers. He told me he would have a technician get in touch with me. They did. However the technician told me the car was not equipped with Bluetooth and that the manufacturer just adds the buttons. "dummy buttons".

Bluetooth was one of the main reasons for purchasing this car.

I then called [redacted] back expressing my frustrations and asked if he would make it right since I was told the car was equipped. He then suddenly went from this "reputable" car dealer attitude, to well who told you that? What was his name? Basically not my problem attitude. He said he would be happy to look into how much it would cost to install however, he wasn't going to pick up the tab. I also called and left a message for the [redacted], Mr. [redacted].

They sold me the car telling me it was in the car. It should have been sold to me working. Reputable, honest car dealer would have disclosed that the Bluetooth was not working or never equipped however they did NOT. It should have been disclosed.Desired Settlement: Install the Bluetooth.

Business

Response:

Sorry for the delayed response regarding this customer concern. Please view attachemnt.

[redacted] initiated contact with Braeger Chevrolet via an after hours internet inquiry at 10:53pm on 2/12/2014. The next morning she called into our showroom and spoke with [redacted], our [redacted], asking if the Saab was still available, because the last few Saab's she had been interested at other dealers had been sold. [redacted] told [redacted] that the Saab was still available and then assigned [redacted] to one of his sales reps, [redacted]. A few minutes later at 8:53am, [redacted] called [redacted] and she asked if we would "hold" the Saab for her until she could make it in the following morning at 9:00am.

We did hold the Saab. [redacted] did show up with her father the very next morning. After [redacted] and her father inspected and drove the Saab, she agreed to purchase it. Our managers set up delivery for later that day. [redacted] returned with her mother to complete the paperwork and took delivery of her car. The next morning, [redacted] called inquiring about bluetooth on the Saab. According to [redacted] and [redacted], this was the first communication from [redacted] regarding bluetooth.

In 2010 Saab equipped their vehicles with the buttons for bluetooth, but bluetooth was not standard on all Saabs. We would have no reason to lie to a customer regarding bluetooth. If the bluetooth was not working, we would have disclosed it. However, the vehicle was not equipped with bluetooth, so there was nothing to disclose.

With that being said...we are a reputable dealership. I do believe that when [redacted] saw the bluetooth icon on the steering wheel, she assumed it had bluetooth...a fair assumption. So here is what I recommend. We can either trade [redacted] out of the Saab and into a vehicle with bluetooth or we can install a Parrot Bluetooth Kit. The kit would allow for hands-free communication via a 3mm USB-IPod connector.

The last thing we want is for [redacted] to think we don't care...we do! We can trade her out at any time or install the Parrot Kit with a 48 hour notice.

Thank you

Review: I stopped in to the dealership for inquiry purposes only. I made it clear to the representative I was working with that I had no intention of purchasing a vehicle that day. I looked at a vehicle that I had saw online and followed the representative in his office. He asked if I would like to know what they would give me as a trade-in on my vehicle. I told him only for informational purposes, I would be curious to know what I would get. He said the only way to do that is to fill out an application, so they could do a soft hit on my credit report. Now I have worked at a financial institution for nearly 12 years, and I am well versed in credit terminology. I verified with the representative that this would be a soft hit, not show up as an inquiry, and in no way be viewed as a request for credit. He confirmed this information to me. I filled out the application as he requested, and the meeting was over. I did not purchase a vehicle, nor did I attempt to finance one. About 2 weeks later I get a letter in the mail telling me that they pulled my credit and I was denied. Obviously this was a shock to me, not only because I have good credit, but because I never applied in the first place. I spent the next 3 days trying to contact someone at the Braeger Ford location to no avail. I was constantly transferred to never ending ringing phone lines, or voicemails. Eventually I was able to get in contact with the manager who was working the night of my visit, [redacted]. He told me that they did a soft pull, just as I had thought, but then I brought up the letter that was sent to me and he started accusing me, saying; "Well then why did you sign the credit application?" and "We have a signed authorization from you so you requested this.". Now I realize I provided my information, but as 99% of consumers do, I did not read all the fine print, hoping that the representative would have the decency to honestly represent himself and what he was doing. I was wrong. This was absolutely not a miscommunication, this was a misrepresentation, and I will never do business with Braeger Ford, nor will anyone I come in contact with.Desired Settlement: I would like the inquiry removed from my credit report. I will also be disputing this with the credit bureau.

Business

Response:

I have received the concern from [redacted] regarding a credit inquiry on her bureau. It is not necessary for us to obtain a credit bureau to complete a trade appraisal, in fact, the only time we obtain a credit report is after a customer says "yes" and agrees to purchase a vehicle. With that being said, I'm not sure why we would have asked [redacted] to complete a credit bureau to perform a trade appraisal, but I would like to apologize for any inconvenience.

In March, we delivered 327 vehicles and obtained 256 credit applications from customers on 248 financed deals (see attached). I point this out to show that it was never our intent to to obtain a credit report from a customer that does not intend to buy a car...it costs us money each time we obtain a credit report and again, not necessary for us to do an appraisal.

Again, we never meant to upset or misinform [redacted], but do sincerely apologize.

As an auto dealer, we do not have the ability to remove an inquiry from a person's credit report. I see that [redacted] is planning on contacting TransUnion to dispute the inquiry. If we can be of any assistance, please let us know.

Respectfully

Braeger Chevrolet

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me however I do not wish to pursue this further.

Regards,

I want to start by saying it is unlike me to take the time to leave reviews, good or bad. My experience with Braeger Ford however, continues to prove to be a negative one bringing me to the point of wanting to write this review.

My first issue was during the buying process. I chose Braeger because they did have reasonable prices for what I was looking for compared to other dealerships. What they failed to mention and actually were dishonest to me about is the fact that a large number of their pre-owned vehicles were former rental vehicles, including the one I wound up buying. They were trying to sell it as a "one owner" car, which I guess is technically correct but claimed they had no idea it was a former rental. I knew this fact thanks to carfax during the buying process but did not worry about it. Most rental vehicles get very well taken care of and this was not a large issue for me.

Issue number two, also during the buying process, was their unwillingness to negotiate. At the time this also was not a huge issue for me. I knew their prices were fair already and they were selling the fact that their service was second to none once I purchased the vehicle. I did not feel like bargaining for a few $100 when I was spending thousands and needed the vehicle soon.

The real problems started after I bought the car. Literally on my way home from the dealership I noticed a few problems. A few small ones that were probably just as much my fault for not noticing such as missing antenna, missing manual and it was poorly cleaned inside. Those were quickly resolved. The other thing I noticed on the way home was that the passenger window did not work at all. So before I even got the car home I already had an appointment to get it in for repairs. I live about a half hour from the dealership, had to drive back a different day with my girlfriend to drop the car off and then go without the car for a day while it was getting repaired and had to waste both of our vehicles gas driving there and back.

The window worked for about 2 weeks before it stopped working again. This time when I made an appointemnt I requested a rental car to avoid the inconvenience of being without the vehicle that I just started making payments on. They agreed, they got me a car from enterprise and agreed to pay for it. I don't even want to get started on the morning I dropped my car off and picked up the rental but will say I waited a lot on Braeger staff, received a car with an empty tank (not entirely their fault, I know)and was nearly late for work because of them even though I clearly explained before hand I had to hurry once there. The Braeger employee requested the extra insurance coverage on the rental car from enterprise. Enterprise wanted my c.c. number just in case of any issues. I, of coarse, was okay with this since Braeger was picking up the tab. My car needed a new part for the window and I had to keep the rental for a couple days longer than originally expected while the part was shipping. When I really got mad is the next weekend when I was out of town I got a call from enterprise saying my c.c. was declined and they need the payment issues resolved. I intentionally gave them a card with a small available balance and that I knew would not be aprroved for over $50 just incase they tried charging me instead of Braeger. I called Braeger asking them to take care of it and they claimed it would be resolved immediately. Two days later, I received another call from enterprise saying payment was still due. It turns out the extra coverage that the Braeger employee requested was not covered by Braeger and they refused to pay. So I had to go without my car for a few days, got stuck with a car rental bill and got no relief even though I still had to make a full payment for my car that I did not even want to have to take in in the first place. The window did get fixed at least!

For company that made such a sell on how good their service was, I found it to be awful throughout my experience with them. I also had to spend another $125 on a new battery shortly after I bought the car. The fact that they did that is probably what pushed me over the edge to writing this. They were so unwilling to negotiate even a few hundred dollars on the price but had no problem selling me a faulty vehicle with a dead battery causing me to spend a few hundred dollars shortly after the sale. Believe it or not I tried to keep this review short, there are a lot more issues I could have wrote about but did not officially feel like writing a book. Yeah, great service Braeger!

The evening of October 17th my wife and I test drove a car with salesman [redacted] and afterwards began negotiating a price. During our discussion, I mentioned that I would need a 2.9% interest rate along with a certain price on the car. [redacted] said that if I filled out a finance application, that Braeger's finance person on staff could simply eye up the numbers and get a good sense of the worst case scenario interest rate that I could expect. My wife and I only complied to this because [redacted] and the finance person said three times that they would not actually run a credit check on me, they would simply use the info to ballpark the interest rate. My wife and I didn't want our credit run because in the event that we didn't buy a car that night, we didn't want to suffer a "ding" on our credit scores. Well, I did not end up buying a car that night, but, lo and behold, I just found out through AllClear credit monitoring, to which I subscribe, that Braeger did indeed run a credit check against my explicit wishes. Braeger Ford should be ashamed of themselves. They are a dishonest company.

I had a Van that was given to Braeger Ford for Service. Van is under warranty and has only 5500 miles. been thru the repairs at other dealer for the same. I brought it here because I was not satisfied with the attention given to my previous repair at different dealer. Finally, getting tired of the run around I contacted ford customer svc. to look in to this. They called Dealership and Spoken to Jesse in service.
Jesse given the statement to ford blaming the previous dealership not doing the work right. ford raised their hands by saying its you and dealership now. I demanded jessee to put in writing. She refused to give me in writing and threatened me to not to bring my vehicle to their dealership. Its a brand new vehicle and its already been to dealership for more than 4 times for the same issue. Seems like they sold me a bad lemon.
Message for Jessee - I dont know what you think of yourself but don't treat others like you want to be treated..You have no right to make statements that you dont want to live up to. . FYI, Your dealership made the problem worse than it was before. Be accountable for what you do instead of blaming others.There are more than one dealership around and will take our business there Will not consider coming to your dealership again.
Having a new renovated dealership does not mean you treat people like this. Worst experience ever. I am also going to write a letter to Ford President very soon about how I was treated about this whole situation and the kind of run around I am going thru.

I purchased a 2005 Ford F150 for $17,000. Within the first month I had to spend $1200 on engine repairs that Braeger was aware needed to be addressed. Within 4 months of the initial purchase my engine was destroyed because of issues in the engine that they assured me didn't exist. They charged me $4800 to replace the engine. While my truck was sitting in their lot, it was broken into twice and ransacked. When I asked employees of Braeger about my personal belongings they told me there were no working cameras monitoring the parking lots. I found there were some papers and a small refund check missing. The people at Braeger were rude and very unprofessional. They sold me a truck that they knew full well was worthless. I wouldn't recommend Braeger to anyone!

Review: According to the condition report things on the car were all checked good.They did not even look at these things on the report before they put the car on the lot for sale.I bought the car according to the condition report.Even said something to the salesman about the noise in the front end.He said that it was all fine.bought the car and come to find out 1 week after buying the car it needs new struts,links in the front and rear it needed new bumpers for spring mounts they were half way down the spring after all this it has cost me just a little under 1200.00 to fix.I have also emailed the salesman and the sales manager and got no reply back from either of them.Desired Settlement: I would at least like a refund of the cost and labor for the repairs that I have had done.I have all the receipts that this has cost me.

Business

Response:

We have received, reviewed and researched the concerns of Mr. [redacted] regarding the purchase and condition of the 2008 Chevrolet HHR he purchased on April 2nd, 2015. I have also attached documents for your review:

Documents 1 ([redacted] 1): Detailed email and phone conversations between Braeger Ford and Mr. [redacted]. At no time did Mr. [redacted] call to express any concern about reapirs, nor did he email anyone at Braeger. You will see he did mention that he had received a part that we mailed to him for the dome light and then mentioned that he had work done. We were never told, nor were we ever given an opportunity to look at, or diagnose any issues or concerns that he had.

Documents 2 ([redacted] 2): The RO (repair order) we opened up on March 18th to perform the safety inspection. You will notice that we replaced side marker bulbs, reverse bulbs, rear wiper are, rear wiper, rear switches, oil and filter change, new front brake pads, new front rotors and a new serpentine belt. Mr. [redacted] stated in his last email (highlighted in yellow in [redacted] 1) that the "belt has cracks all over." Also, there are 2 pages of service history from the previous owner who bought it new at Braeger Chevrolet. This vehicle had been meticulously maintained over the yearnew brakes at time of safety inspection, 4 new tires just 5,000 miles ago...

Documents 3: ([redacted] 3): Includes the Wisconsin Biuyers Guide, signed by all parties, the aftermarket and warranty items offered to, and declined by, Mr. [redacted]. The AS-IS disclosure signed by Mr. [redacted].

We did initiate, perfomr and complete a quality inspection prior to the vehicle being offered for sale. We were not notified until after Mr. [redacted] had the work completed at another facility. How can we address any concerns if we do not know about them? Since Mr. [redacted] did not even give us an opportunity to address any concerns he may have had, we cannot pay for reapirs he had done at another repair facility. Typically, if there is an issue with a used vehicle, the customer would contact the dealer they purchased it from to seek assistance, but in this case, we were not contacted.

Respectfully

Review: I purchased a 2010 Ford Fusion and after having it for a couple weeks we realized after filling the gas tank full that there was gas leaking. When we purchased the vehicle it had half a tank of gas and there was no noticeable leaking. It was not until we filled it up that we found it. They are unwilling to repair the leak at no cost to us as they would not have been able to sell the vehicle with a leak unless it was stated and nothing was stated of any leak.Desired Settlement: Repair the leak with no cost to me the buyer. Again only because nothing was stated of a leak and they would not have been able to sell it knowing of a leak and not disclosing it.

Business

Response:

We have received Mr. [redacted]'s concern regarding his Fusion. Mr. [redacted] purchased the 2010 Ford Fusion on 10/10/2015. More than a month later, on 11/11/2015, Mr. [redacted] contacted his Sales Consultant, [redacted] Christian, to inform him of an issue he was having with a leak from the gas tank.[redacted] went to the [redacted], to see how we will be assisting Mr. [redacted] informed Mr. [redacted] that we need to have the Fusion in our shop to properly diagnose the concern. We can't jump to conclusions of what could be wrong without seeing the car.On 11/20/2015, [redacted] communicated to Mr. [redacted] that we would even provide him with a free loaner vehicle while the Fusion was being repaired...a day after he initiated a complaint with the Revdex.com on 11/19/2015. On 11/20/2015, Mr. [redacted] emailed [redacted] and said "I just need to find when I can bring it down".The reason we must have the vehicle in our shop and inspect it is so that we can verify that there is a leak. Also, since it was over a month before it was noticed, we feel we have the right to make sure there are no signs of damage. [redacted] called Mr. [redacted] today and left voice messages for him to return his calls. Again, we just need the Fusion to be brought to our shop so we can diagnose and repair the issue. The only cost to Mr. [redacted] would be if there was obvious damage present to the tank. We are not suggesting that, we just need to make sure before we commit to repairs.Mr. [redacted] can contact [redacted] (###-###-####) or [redacted](###-###-####) to make arrangements.Thank you[redacted]Braeger Ford

Review: About two months ago I brought my 2004 Mitsubishi Eclipse into Braeger Ford for an emissions test, oil change, and inspection.

At the time of the service everything seemed to be fine. I was told by the staff at Braeger Ford that my car was done and it looked good.

About a week ago my Serpentine Belt snapped (it had dry rot) I contacted [redacted]) about this and she said her people never miss anything and their is no way it was the fault of Braeger. She told me they would only look at it if I towed it there myself and her team looked at it. This is a horrible business practice to start with. She could have sent someone to my house for a quick look. I got the belt replaced on my own, only to then discover that the Power Steering Pump had burst. So the Tech at Braeger missed two things in the inspection that they claimed to have done. I contacted [redacted] at Braeger and asked him what could be done. I told him I wanted to speak to someone above [redacted]. He told me he would try to help me with my request (in his words, he loves his job, and he feels very strongly about helping) He called me today to tell me I have to speak with [redacted]. I reminded him that I wanted to speak to someone above her. He would not help me any further and wished me good luck.Desired Settlement: I would like the Power Steering pump replaced on my car at Braeger's cost. If anything else was damaged when this part and the Serpentine Belt broke I would like Braeger to fix those as well. I have the mean to tow the vehicle to Braeger and I will have it towed there if they are un willing to send a vehicle of their own.

Business

Response:

I have received and reviewed the concerns expressed by Mr. [redacted] regarding the serpentine belt and power steering pump on his 2004 Mitsubishi Eclipse. Our records indicate that this was Mr. [redacted]'s second visit to our organization, once to our Chevrolet Service Center on April 30th 2013 and his most recent visit on October 19th 2013.

Our Service Departments pride themselves on making sure our customers vehicles are operating at peak performance and we make every effort recommend only the services that are necessary to do so. Many shops have a reputation of selling unnecessary repairs to their customers...not Braeger. While I can understand Mr. [redacted]'s frustration, it is unfair to suggest that our service department is responsible for the serpentine belt breaking or the power steering pump failing on a vehicle with almost 130,000 miles on it.

We would be willing to discount the parts and labor associated with installing a new power steering pump on Mr. [redacted]'s vehicle, but asking us to pay for the repairs on a 9 year old vehicle with almost 130,000 mile just because it was in our shop 2 months ago for an oil change...again, seems a bit unfair.

Please feel free to contact me with any other questions or concerns.

Thank you

Braeger Auto Group

Consumer

Response:

[redacted]'s reply is unacceptable.

If his staff is well trained, someone would have noticed that the parts were worn and in need of replacement. This is why I requested the inspection to begin with.

Mr. [redacted]'s obviously knows the age and mileage on the vehicle, as he stated as such.

If Mr. [redacted]s is even a competent mechanic he would know that parts on a vehicle that old are in need of repair. I am not a mechanic, that is why I brought the vehicle to a shop to begin with. I requested an inspection along with my oil change and emissions test.

Mr. [redacted]s stated two different dates that my car was in his shop and neither time he or his staff disclosed any problems with my vehicle.

His offer for discounted parts is negotiable.

My car currently does not operate. Had I known these parts were in need of repair I would have had them taken care of.

I am willing to pay COST for the parts.

I already stated I am willing to transport the vehicle to his shop.

I think labor should be written off. If I have to take time to arrange towing and factoring in the time lost in not having a vehicle, then Mr. [redacted]s can do the repairs on his time and write off his labor cost.

It is only fair.

Business

Response:

On 12/30/3013, the Wisconsin Revdex.com determined this case was resolved (see attachment). Ford Motor Company sent out a Service offer on our behalf to the customers listed in our database. I will have Mr. [redacted]'s information removed from our dtabase so he will not receive any communication from Ford Motor Company on behalf of Braeger Ford, or from Braeger Ford itself, in the future. Thank you[redacted]s

Consumer

Response:

This is sadly exactly what I thought Mr. [redacted]s would say.It is quite unfortunate that he went out of his way to burn the bridge of a loyal customer. It is also not surprising that he would leave my information in his system only to begin soliciting me with mail 6 months down the road. This "mistake" of having me in his system is just one in a long line of mistakes that Mr. [redacted]s and the rest of Braeger have done to me. But let me guess, just like the parts on my car that were not inspected, this one also had nothing to do with Braeger (who could Mr. [redacted]s blame this one on? Microsoft? Firefox? Google Chrome? Surely not Braeger!!!!)Clearly Mr. [redacted]s and the Braeger staff would think I would just bring my car back in there and pretend like nothing ever happened. I do not appreciate that mentality. It is terribly rude of a company to tell me to take my business elsewhere then turn around months down the line and solicit me for business like nothing ever happened.Since Mr, [redacted]s does not want to assist me in any form of compensation for my FOUR months of lost car time, I feel that Braeger (ford and chevy since I've done business with both branches) should have their score lowered to and F. Their is no way Braeger is an "A" level business if this is the way they treat customers.[redacted]###-###-#### (my personal phone number, that once again Mr. [redacted]s felt he was too important to dial)

Review: I had recall paperwork from GM sent to me on my Pontiac G5 coupe earlier this year. I called GM to get the parts on ordered back in February and was told parts wouldn't be available until October '14. I asked about a rental and was told none were available. On July 11, 2014 I got into my 2009 Pontiac G5 and realized something was wrong with the ignition.The key was stuck. After I finally managed to get it out in the parking lot I was in, I realized the car was still running with no key. I immediately got the key back in and went to the nearest GM dealership. The 6 miles I had to drive was done with my hazard lights on because I was feeling like something was slipping. I arrived to the dealership and nobody could turn the car off with the key. I was told that by one of the mechanics, [redacted], that they actually had to cut the wire to shut it off. Waited 2 and a half hours to get a rental that I was told months prior wouldn't be available to me. I received a voice mail on August 5, 2014 that I needed to call the dealership immediately in regards to my car left by John. I call back, he wasn't there so I spoke to [redacted] informed me that my car was ready for pick up. I went to get my car today August 7, walked in and the only person to greet me was [redacted] who was the furthest one away from me. The two other workers did not even acknowledge me nor were they with any customers. I told [redacted] I was there to pick up my car. I had to ask to have car washed because that couldn't be done after it was full of dust. I waited for 15-20 minutes and realized when I got home that my left front speaker in the driver's side door wasn't working. I called the dealership and asked to speak to the service manager who apparently wasn't there. I was on the phone with [redacted] and told him the issue I had with the speaker. His response was that he would have to talk to the technician tomorrow. Now, I am a corporate manager for a major retail company and if I had someone from my company say that, I would be livid. In my opinion, I shouldn't have had to ask to have my car washed. I shouldn't have been told someone will call me tomorrow after I have already been inconvenienced by this dealership in the past on a different issue and for the simple fact I was driving in an UNSAFE vehicle and had to have a rental for the last 3 and a half weeks. I know when I turned my vehicle over on July 11 to this dealership, my speakers were working. Ironic that it happened on the same side that this recall fix was taken placed. I always felt I had received the best service from [redacted], but after him not inviting me back today to have someone look at the speaker I am pretty upset. Mostly though that I have been in an unsafe vehicle for months by Pontiac and then having issues after the fact. To close, I did ask if there was any paperwork I had to sign verifying my vehicle has had the recall done and was told no. I would like to know how it is documented that it was completed if no paperwork is truly given.Desired Settlement: Would like my speaker fixed at a different Chevy dealership.

Business

Response:

Good afternoon [redacted]

This customer concern has me a little stumped. I have attached 5 screen shots of the Service Advisor [redacted] mentions by name, [redacted] Hansen. [redacted] did pick up her G5 lastnight, she did request a car wash and [redacted] immediately ran it through himself. [redacted] then called [redacted] on his cell phone at 6:24pm last night (see screen shot). [redacted] returned her call at 6:27pm. Since we close at 6:00pm, our Service Director was gone for the evening. [redacted] also called [redacted] at 6:56pm and 6:57pm last night (see screen shot).

[redacted] and [redacted] were also in contact last night by text messages (see screen shots). [redacted] even thanked [redacted] "soo" much for his help and added a smiley face to the text message! Then today, [redacted] called [redacted] and she returned his message by text asking about the speaker.

I'm not sure how this situation came to be at this point. Most service advisors don't even give out their personal cell number, or answer the phone after closing...but [redacted] is a true professional. I can only assume that [redacted] was frustrated with the entire recall, rental process and was just looking forward to getting her car back and putting this behind her. Then to find out the speaker wasn't working was just another issue she had to then deal with. We have handled quite a few of these recalls for GM and understand the cusomers level of frsutration sometimes. Since she submitted the complaint last night just before 7:00pm, and today she and [redacted] are talking...I am assuming things are back on track.

Since [redacted] and [redacted] are now communicating, I am planning on letting [redacted] handle the situation accordingly. If we somehow caused [redacted]'s speaker to malfunction, of course we would take care of it. If we did not cause it, we would still make sure to handle it in a manner that would be acceptable to both [redacted] and Braeger.

Thank you [redacted] and please feel free to reach out to me with any additional questions or concerns.

Respectfully