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Brenner Family Of Dealerships

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Brenner Family Of Dealerships Reviews (50)

Good...

morning,Thank you for giving us the opportunity to resolve this complaint.  The file was pull and reviewed. The service manager called and spoke to the customer on 2-3-2016 reviewed repair history. Customer stated happy with conversation with manager.
 Ordered parts needed for the recall and waiting for customer to let us know when they can bring their vehicle in for a road test and repair. We will provide a rental for that day.
Thank you

The last date of service was in February of 2015 for a routine oil change.  They put oil back in the vehicle on this occasion.  The issue was in June 2014 where they did an oil change but did not put oil back in causing the car to break down.  I hope this clarifies.

March 13, 2015
To whom it may concern,
This letter is in reference to Revdex.com complaint ID [redacted] and customer [redacted].
The customer came into our service department on 10/7/14 with a complaint of the check engine light on and cruise control light on. The concern...

was diagnosed as a faulty ignition coil and spark plugs. The customer agreed to the repairs and parts were ordered. The customer was rescheduled for repairs on 10/10/14 in which the customer did not show. The customer was called numerous times to reschedule with no communication from the customer. The customer was sent an invoice for the diagnostic charge of $103.88 (see attached repair order copy.) At no time did the customer return any of our phone calls. The repair order was written off on 12/23/14.The customer was provided with our “Buyer's Edge” warranty at no charge when the vehicle was purchased. This warranty covers the mechanical breakdown of certain powertrain components only. This includes internal engine and transmission repairs. The ignition coil and spark plugs are not covered components under this warranty. In order for this warranty to remain valid, the customer must have all factory required maintenance performed at our dealership. The last time the customer was in for service was at 81,993 miles on 6/23/14 and now the vehicle has over 90,000 miles. The factory recommended interval is 7,500 miles forengine oil and filter replacement so the customer has already voided his Buyer's Edge warranty.
Brenner Nissan will be happy to assist in repairing the vehicle, but the original diagnostic fee of $103.88 must be paid first.
Sincerely,
Kristopher K
Service Manager

Review: My transmission failed on my [redacted]. I had it towed to the dealership, and replacement was covered under warranty. They had my car back to me in 2 days. When I drove my car home I noticed the air conditioning no longer worked. I brought it back an hour later and they said that I would need the compressor replaced. The person I dealt with at the counter said this was a coincidence. I wrote an email to their business and a few days later I received a response saying the same, and that they would cover labor costs if I spent $600+ on the new compressor. Their claim is that because my car model can have the transmission replaced from underneath that they couldn't have been responsible. I have talked to other people since that have mentioned things such as lines that may have been kinked during the work. Apparently it was an electronic sensor that failed and they said this is common and they can go at any time. It seems incredibly unlikely to me that at 113,000 miles (aprox) that it just happened to fail during a major repair while in their care. The odds of it failing in the 1/8 mile it was driven in and out of the car bay just don't add up. I had used the AC in the parking lot while waiting on a ride and it worked. They also claimed that they couldn't be sure it had worked previous to the work completed, but they could claim this with any damage they caused to a vehicle. It definitely worked.

I had told them there was a weird sound like fluids being pushed through the system when I turned on the car. Since then the past two days my car has made a very loud noise that seems like the AC is overworking itself. This is while the air is turned off. And, this morning my car wouldn't turn over at all. Up to this point I have had no issues with the vehicle other than cosmetic damage caused from hitting a deer two months ago. Everyone I spoke with at Brenner agreed that this damage was only cosmetic. Maybe today's problems are just related to the battery, but the damaged AC has been a major problem. It has and is continuing to cost me a lot of money in car rentals on top of all of this.

I know the last time I turned it on before getting it towed it tried to start jolting, and I turned it off before it could. A mechanic told me that they were able to drive it into the bay when it was repaired. One of many speculations, but if it was driven in poor condition rather than pushed perhaps this could have caused the damage.Desired Settlement: I would like to have my air conditioner and any damage that has been incurred from this problem since repaired. Considering they won't take responsibility for this to begin with I assume I'll have to pay out of pocket for all of my car rental fees, but they didn't notice any other damage during the time of repair, and I feel it is safe to say any damage that has been caused since was from their work.

Business

Response:

9/11/14Dear [redacted],This letter is in response to Revdex.com claim ID [redacted] concerning one of our customers by the name of [redacted], The customer is correct in that we replaced the CVT transmission assembly under warranty on his [redacted]. On the same visit, we also performed three open recalls on his vehicle. The vehicle also had numerous mechanical problems that were noted and recommended to the customer. The customer did call in and state that his A/C was not working after we repaired his vehicle. We immediately diagnosed the concern and the problem was that the A/C compressor clutch had failed. The customer sent an email to our dealership on 8/17/14 and I responded to him on 8/19/14 (enclosed). The vehicle was originally towed in and I stated to him that we were unsure if the A/C worked at that time and that I believe that the problem was purely coincidental and that we did not remove any air conditioning components to replace the transmission. In my email to the customer, I apologized for the coincidental problem and immediately offered free labor to replace the A/C compressor, the customer would be responsible for the price of the part. I did not receive any response from the customer to my email on 8/19/14.On 9/4/14 the customer showed up with no appointment requesting that the A/C compressor be replaced and that the vehicle was not starting due to the compressor. We diagnosed the concern and found that the compressor clutch hub locked up causing the no start condition. I called the customer for approval and still honored the offer of free labor to replace the compressor. We also diagnosed the check engine light and low tire pressure light for him at no charge. The customer authorized us to replace the compressor and serpentine belt and declined the other repairs. The A/C system was repaired and the vehicle was road tested by my technician and quality control checked by myself. The customer paid for the parts and his total was $738.52. The customer picked his vehicle up and soon after called and stated that his vehicle was not starting properly. I offered him to bring the vehicle back for us to check as soon as possible. The customer declined and said he would call. The customer returned on 9/6/14 and we diagnosed the starting problem and found the starter had failed. This problem was a result of the locked up A/C compressor, this in turn caused excessive stress on the starter motor and resulted in failure.The customer wanted the starter replaced at no charge blaming us for the failure. The customer drove the vehicle for over 2 weeks knowing that the compressor needed to be replaced and I believe this caused the damage to the starter. I will offer a 10% discount on parts and labor to replace the starter assembly,If you have any further questions, please contact me directly.Sincerely,Kris KService Manager

Review: I purchased a vehicle from Nissan [redacted] in 2011. I have a warranty to cover engine problems. The warranty said covered for 48months or 96,000 miles bumper 2 bumper. An engine rod was blown which caused the engine to lock out. The vehicle is no longer drivable. The Services Dept required I verify oil changes. I supplied them with receipts for current oil changes. Nissan then informed me that the warranty company will not fix my vehicle. I even explained I think there was a leak that acquired that the oil leak out and the engine was completely dry. I currently still have a loan payment on this vehicle for 18,500.00. I can't not afford to have a car loan this high and with a vehicle that does not operate. I think this is a complete rip off. I would like for Nissan to honor there warranty policies.Desired Settlement: I would like my warranty honored my engine fixed.

Business

Response:

9/30/13

Dear **. [redacted]

This letter is in response to your letter received on 9/26/13 concerning a customer who purchased a vehicle here, [redacted]. The Revdex.com complaint ID is [redacted]. The customer purchased this 2007 [redacted] from our dealership on 3/8/11 with 36,162 miles on it. The customer did purchase an extended warranty from our dealership. We have not had the vehicle in our service department since the purchase of the vehicle over 2 years ago. On 8/5/13 the vehicle was towed to our service department for a no start condition and illuminated check engine light, the vehicle then had 61,678 miles. Due to the nature of the concerns, the vehicle was then towed to [redacted] for proper diagnosis by a [redacted] Master Technician. It was determined that internal engine failure occurred due to lack of oil in the crankcase. It was evident that the oil had not been changed since the vehicle was purchased over 2 years ago. Internal engine damage then resulted from insufficient lubrication due to lack of maintenance. The warranty company was contacted and a claims adjuster was sent out to [redacted] Jeep to inspect the engine and verify maintenance records. The customer was unable to produce the required documentation verifying proper maintenance was performed on the vehicle. The warranty company then made the decision to deny the engine repair due to lack of maintenance. [redacted] "Nissan and [redacted] Jeep are not at fault in this circumstance and have done everything in our power to take care of this customer. The customer's complaint should be addressed to the extended warranty

company.

If you have any further questions, please call me directly or send me an email.

Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Please see attached rebuttal.

Regards,

10/23/13

This letter is in Response to Brenner Nissans letter dated on 9/30/13. The Revdex.com complaint ID is [redacted]. Brenner is correct with stating that I have not had my vehicle in their services department for service since I purchased the vehicle. I have had my car serviced for the last two years with a [redacted]. Taking my car to the dealership for services was not economic for me, prices are very high at a dealership converses an auto mechanic. The dealer states that, I have not changed the oil in this vehicle since the purchase of the vehicle. That statement is false and untrue. I supplied Chrysler with at least seven maintenance receipts records for my vehicle.

When I went to pick up my vehicle on 10/18/13, [redacted] from Chrysler returned my receipts to me from my oil change services. My issues are Brenner Nissan stated they didn’t receive my receipts and Chrysler did receive them if they didn’t make Brenner aware that’s a lack of communication on their behalf. Brenner is backing the warranty company [redacted]. I disagree with this letter and I would like for Brenner Nissan to honor their extended Warranty that was supplied and purchased threw Brenner Nissan.

If you have any further questions, please call me directly or send an email.

Thank you,

Consumer

Response:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Mon, Oct 28, 2013 at 12:36 PM

Subject: Fwd: [redacted] ID# [redacted]

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Oct 28, 2013 at 11:06 AM

Subject: Re: [redacted] ID# [redacted]

To: "[email protected]" <[email protected]>

[redacted],

I'm sending over copies of my oil change receipts. I did not receive a letter from [redacted] Nissan stating they would not fix the vehicle. When I spoke with [redacted] from [redacted] Services Dept, he said that the inspector from the warranty company denied the claim to fix the vehicle. I haven't spoken with anyone from the warranty company or [redacted] Nissan. My communication has been only with [redacted] from the [redacted] Services Dept.

Business

Response:

10/30/13

Dear **. [redacted]

This letter is in response to your letter received on 10/28/13 concerning Revdex.com complaint ID is [redacted]. The customer, [redacted], did produce some maintenance receipts from [redacted] at a later date. The warranty company sent an adjuster out to inspect the disassembled engine and determined the failure to be caused by lack of maintenance. The warranty company in turn denied the claim. This was. stated in my previous letter. The additional [redacted] warranty the customer mentions was provided to him by [redacted] Nissan at NO CHARGE when the vehicle was purchased. The customer is required to perform all factory recommended maintenance at [redacted] Nissan in order to keep this warranty valid. The customer did not have any maintenance performed at [redacted] Nissan since the vehicle was purchased over 2 years ago, therefore voiding the [redacted] warranty. As stated before, the customer's complaint needs to be directed to the extended warranty company, not [redacted] Nissan.

If you have any farther questions, please call or email me directly.

Thank

Review: improper repair of brakes and rotors Feb 2014 costing $260. Recently discovered wrong parts supplied by [redacted] were apparent but installed regardless costing $554 since I'm not able to return now.

improper repair of ABS issue April 2014. Car was returned to me with issue unresolved but charging me $449.00 in parts and labor.

improper repair of clutch and related parts Sept 2014 costing me $973 labor and $733 parts.'Desired Settlement: refund my labor and cost of parts destroyed by Brenner. Total is $2969.

Business

Response:

Please see attached response.

Business

Response:

Please see attached response.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: There is no internal transmission issue. As stated earlier, the transmission is fine. Brenner technician destroyed a new clutch with INFERIOR install method as outlined by [redacted]. The incorrect rotors that should never have been installed last Feb by Brenner have now so deteriorated the brake pads their stopping action has been compromised and my dash board is lighting up with error lights and the Anti Lock Braking pump continued to run after the car was turned off. Had I not disconnected the battery on Jan 16th, the ABS motor would have continued to run and the battery would be dead. Brenner continues to side step issue and make FALSE statements regarding my character, a critical flaw in the debate arena. Their activity is FRAUDULENT and NEGLIGENT. Luckily I have just enough knowledge to know that what they did is UNETHICAL and DESPICABLE. I truly feel sorrow for the others that would not have known enough to recognize these HORRIBLE service and business practices.

Regards,

Review: On Monday, September 23, 2013, I arrived at the service department of Brenner Chrysler Jeep and was greeted by [redacted] at the service department. He was apprehensive to listen to my concerns and raised his voice at me. I was very frustrated, being that I have been at the dealership 8 times for the same issue repeatedly. [redacted] continued to raise his voice and provided no assistance in de-escalating the situation and only made it worse. I explained that the claims being made about my car should be covered under the warranty. My Jeep has had issues with the Boston Acoustics sound system and I was falsely charged for repairs that were not properly confirmed to be an issue prior to my arrival on September 23. I previously paid for an hour of labor to retourque the subwoofer located in the rear passenger panel.

I requested that my concerns be listened to by the technician on site, which was granted. The technician stated that he heard the same noises and then was told that it is from listening to my music at high volume. I explained the situation once again to the service manager, [redacted] and he raised his voice to me as well. He provided no assistance and made the claim that "We will poke and prod at any issue that you believe you may have; however, you will pay for the labor that is done on the vehicle." I asked him to print out all invoices where I came in for the same issue and he did so. While outside explaining my frustration for the situation, [redacted] raised his voice and hands at me, as if he were going to use force against me. This was deemed unacceptable and I took my documents and left the dealership feeling as though I was threatened.

Because of this inconvenience, I took the vehicle to another dealership in the Harrisburg area. The new dealership stated that my claims were valid and ordered me a new subwoofer unit at no cost of my own and stated that this should have been taken care of perviously by Brenner Chrysler Jeep. This proves that Brenner has a predisposition to provide me with no help or professionalism while addressing my concerns, which is highly unacceptable.Desired Settlement: I would like a refund for the false repairs made September 5, 2013 for an hour of labor in the amount of $62.01 back to my [redacted] credit card. I'm asking for the refund due to the fact that the work completed was not actually the problem that was brought to the service members attention at the time of drop off.

I would also like a written apology from [redacted] and [redacted] from the service department for the unprofessionalism and threatening tones used.

Business

Response:

To whom it may concern,

On September 23rd 2013 **. [redacted] did indeed visit our business. Upon entering our business he escalated his voice making a scene in our lobby using very profane language with my staff in front of other customers. I then took **. [redacted] outside away from customers to prevent any further damage. At that point he continued with his profanity with me in the parking lot and threated to contact his lawyer. I attempted to help [redacted] but was unable to duplicate any abnormal noise from his stereo. After not being able to duplicate any abnormal issues, I advised **. [redacted] to get a second opinion and offered to reprint him a copy of all his prior visits. This has been an ongoing issue with **, [redacted] to the extent that the factory denied coverage on repairing his subwoofer any further due to the extreme usage of the system. When he came back in the last time for the subwoofer to be tightened down he was charged for the repair as he was aware of from the visit prior to that. The vehicle has come in multiple times for the subwoofer being loose and the factory has paid for the mounting bolts to be torqued and to have thread locker installed to prevent them from coming loose multiple times, **, [redacted] has used unnecessary language with my staff when no one on my staff has done anything to deserve that treatment. We do not intend on refunding **, [redacted]'s money at this time due to the documentation of the last repair.

Review: We stopped at Brenner Nissan to look at vehicles, we were greeted by [redacted], we looked at the truck that we thought we were interested in and told him that we would be back in on Monday since this was a Saturday and we were on our way somewhere else. They told us they could find the truck that we were looking for but some of the accessories that we were looking for only came in the luxury package, which was fine. The only thing we really wanted was the sunroof and the cab extender. They located a truck that was in West Virginia and they said they would go get the truck and call us on Monday. Well Monday and Tuesday came and went and no phone calls. My husband then asked me to call and see what was going on and I spoke with someone else because [redacted] was off and he said they were having issues getting that one and that they were gonna keep checking on this. They never called us to let us know that they found another truck and that it was further away we only agreed on having 200 miles on our new truck which they were aware of. Before they went after the first truck they said we needed to put a deposit down on the truck and that would then be taken off the taxes and title that we were gonna pay for. So they go a long distance bring back a truck but called us stating this truck did not have the tow package and that the price would still be the same without it. I did not agree with this so I called [redacted] back and told him this was not right and he said well we will knock 200.00 off for that but they come together the bed extender and the tow hitch at 560.00. Then we bought an extended warranty on the car we traded in and they wanted to use that money for the bed extender, but we already paid for that warranty and they wanted us to pay for it again by rolling that into the financials. After the price kept going up and they weren't giving us any help I went to another dealer who helped me and explained things clearer. Brenner did not provide me with what we wanted and now is refusing to give me back my money plus they state I can pay the bill as well for them running to get the truck that we did not authorize nor did they fulfill their end of the bargain, it did not cost them anything to go get it just the time for the salesman. They have been rude, inconsiderate and frankly would not recommend them to anyone. We have bought 4 previous cars from this same dealer and they all went off without a hitch, we have been very pleased up until this point. I want all of my money back timely since they have already had our cash for over 30 days. I bought and purchased the truck with less miles on it that my new dealership found in Philadelphia and another one that was about that close, so if they would have done some more research they would have found them as well and now I am being punished for their lack of effort on their part in making the customer happy and not worrying about the commission that [redacted] was looking at. I did not know that a dealership could be this shady and unfairDesired Settlement: Refund my 100.00 cash and submit my cancellation for my extended warranty in order to get money back from that as well. We are told they are the only ones that can do this

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Aug 6, 2013 at 4:00 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

According to another manager they are sending both of my checks today[redacted]

Business

Response:

Response

Review: I purchased an extended service contract (#[redacted]) from Brenner on 6/22/13, but only after the Business Manager, Jason Brenner, confirmed without taking any exceptions, what was written on the contract - if cancelled within 30 days, I would be eligible for a full refund of the 10% I put down ($171.51)

On 7/8/13, I cancelled the contract and as was outlined T&C's, I notified both *.Brenner and SPP (service provider financing the full amount of the service.) On 8/20/13 I received a check from SPP for $74.43 and after talking to them, they advised that the missing balance ($97.08) was the tax amount on the contract and I should contact the dealer for it's refund. I proceeded to do as instructed and emailed *.Brenner who responded 8 days later, advising me to contact the office manger [redacted]. I forwarded the email to her 3 times without ever receiving a response and finally called her on 9/13. She advised that the money was sent to the tax collecting agency and it was out of her hands to refund it to me and my options were to either contact the CFO or deal with the loss. I advised that that was ludicrous and she should handle it and get back to me a week later. She never did. I proceeded to forward the email trail on 9/26/13 to [redacted], the General Manager asking for resolution, but to this date, 10/16/13, I am yet to see response from him as well.

On a side note, when I called *.[redacted] on her failure to respond to me emails, she claimed she did. I find it odd that when I was purchasing the car, there were no email communications mishaps with the sales team, but once there is a problem, emails suddenly do not come thru.Desired Settlement: As it was not explicitly stated that the tax portion of the contract was none refundable, there is absolutely no reason I should accept this loss or contact the tax agency they submitted it to, for its refund. I want Brenner Nissan to refund me the balance (97.08) and use this a lesson and work on their back end customer service which drastically lags far behind that offered on the front end.

Business

Response:

October 22, 2013

A refund check was sent to [redacted]. Please see attached.

Thank you,

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 none apologetic response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I hope that Brenner Nissan works and drastically improves their processes and back end customer service.

Regards,

Review: In February of 2013 I bought a 2004 Chevrolet Trailblazer from Brenner Nissan. I will be the first to tell you that I love this vehicle. In April of 2013 I turned the A/C on for the first time and it did not work on the driver's side. I called and they told me to bring the car in. I took the car in for service and they said they did not see an issue and that they charged the A/C and replaced fluids. At this time the condenser was not checked. A month and a half later the A/C went out again. I called the service department and they told me to bring the car in. I took the car in for service and they did a dye test and told me that they found no leaks. They charged the A/C and replaced fluids. At this time the condenser was not checked. In July 2013 the A/C went completely out. I called the service department and they told me to bring the car in. I brought the car in for service and they told me that they did they dye test and UV light test and found no leaks. At this time they then pulled the condenser out and found that it had broken and was not holding fluid at all. They told me that they would cover half but I would have to pay the other half. My question is why should I pay 400.00 for the condenser plus lose time off work to get this fixed when it should have been properly fixed the other two times I brought the car in.Desired Settlement: Fix the A/C properly

Business

Response:

Dear **. [redacted]

This letter is in response to your letter received on 8/15/13 concerning one of our customers, [redacted]. The Revdex.com complaint ID is [redacted] ([redacted]). The customer did not bring this item to our attention until after the 30 day warranty period and she did not purchase and extended vehicle warranty. However, after further discussion with my General Manager, we have chosen to take care of this repair at no charge to the customer. The customer was contacted on 8/16/13 to schedule an appointment to repair the air conditioning on her vehicle.

If you have any further questions, please call me directly or send me an email.

Thank you,

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Description: Auto Dealers - New Cars, Auto Repair & Service

Address: 6039 Carlisle Pike, Mechanicsburg, Pennsylvania, United States, 17050-2426

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