Brickner's of Wausau, Inc

[redacted] had his 2008 Jeep Grand Cherokee in on 06-23-2014 to have his right front wheel bearing replaced.  After 14 months he called and stated that another repair facility said there a bolt missing.  Service Manager told him that after that length of time, there was nothing we...

could do for him.  Repairs do not have that long of a warranty.  Brickner's of Wausau feels that we have done nothing wrong in this situation, and are denying refund. [redacted]General ManagerBrickner's of Wausau Inc

[redacted] has brought her 2013 Dodge Avenger to Brickner's of Wausau, six times, with 3 times being body shop repairs, and 1 oil change, and 2 mechanical repairs, since purchasing in Feb. 2013.  The last time it was in the body shop ( Jan 2014) when picking it up she stated that there...

was a weatherstrip that wasn't right.  Our Body Shop manager ordered the strip, and set up the appointment for installation.  After missing several appointments, without a call letting us know, we installed the strip.  THEN, she said it wasn't the right weatherstrip.  We ordered another one, and again after missing appointments, installed it.  This was done at no charge to her! Then she complained that there was some "white dust" all over the interior of the vehicle.  The car was in the shop a very short amount of time for the installations, with the body shop manager doing the work.  He certainly wouldn't have let the vehicle go with "white dust" all over.  We even tried picking up her vehicle in the attempt to get this done.
In August 2014 she said that her driver side heated seat did not turn on high.  We ordered that, and replaced under warranty.  She also had a concern with the stitching on the rear seat, and since that type of repair requires authorization from Chrysler we took pictures and summited them, after which we installed a rear seat cushion under warranty.  In Oct 2014 she again complained that the drivers seat heater was not working.  We tested everything, and concluded that the seat heater was working correctly.  She also had a concern about the drivers side window not going all the way down.  We did a "relearn" for the window auto option, lubed the glass runs, and the window operated properly.  During this entire Aug-Oct period, we would leave messages for [redacted] and she didn't return them, and missed appointments, without giving us a call.
We have done everything possible to take care of [redacted]'s concerns, only to have something else crop up for her to be upset about.  She seems to always want something different to be fixed.  After receiving this complaint, our Service Manager Dave, called her to discuss the matter, and after a few minutes she hung up on him! 
In reality, I really don't know what else we could have done for her.  Then, when taking the vehicle to one of our sister stores, Brickner Motors, now she has more complaints about a scratch, and the door not shutting!  The Brickner Family Auto Dealerships would not have been in business for almost 70 years if we did not take care of our customers concerns and treated our customers as [redacted] has stated.   As the Revdex.com knows, complaints about our dealerships are few and far between.
Sincerely,
[redacted]
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]So what they're saying is I should have checked their work, after they did it.. The Jeep dealer in Rhinelander WI said " the bolt should have been lock-tighted in." They believe the bolt was never put in. When the wheel bearing comes new for replacement with new bolts, the bolts have lock-tight on them. That is a type of glue. Rhinelander Jeep said these bolts should not have came out if they were placed in correctly. The mechanic in Rhinelander said they also put a bit of lock tight on the bolts if new ones aren't used, however, if the bolts were properly torqued it would not have been a problem. 
Regards,
[redacted]

Review: in june 2014 brickners replaced a front wheel bearing on my 2008 jeep grand cherokee.then in sept 2015 rhinlander jeep dealer had to replace the same wheel bearing. I asked why it was bad and they told me one of the 3 bolts that hold it in place was missing.they told me moisture had gotten in and caused it to fail.I asked how the bolt fell out and was told either it wasn't tightened properly or it was left out.they told me it must have been out for quite a wile for enough moisture to get in and ruin the bearing. I talked to the service manager at brickners and he denied any wrong doing by his mechanic.I asked how the bolt could be missing and was told maybe vibration. I'm pretty sure if my front end was vibrating enough to loosen a properly torqued bolt I couldn't drive the car. I had no such vibration.Desired Settlement: brickners to refund my money for the wheel bearing replacement due to in proper installation

Business

Response:

[redacted] had his 2008 Jeep Grand Cherokee in on 06-23-2014 to have his right front wheel bearing replaced. After 14 months he called and stated that another repair facility said there a bolt missing. Service Manager told him that after that length of time, there was nothing we could do for him. Repairs do not have that long of a warranty. Brickner's of Wausau feels that we have done nothing wrong in this situation, and are denying refund. [redacted]General ManagerBrickner's of Wausau Inc

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Review: I've been having so many problems with Brickner's of Wausau. My car was taken in for a small simple repair and when I got it back something else was broken on it that was not an issue. Every time my car has been returned to me something else is not working that wasn't an issue when my car was taken in. My car has been returned back to me with the interior covered in a white powder and dirtier then when it was dropped off. I finally had enough after speaking with the repair shop, body shop and general manager of service. I was getting nowhere and made to be a liar. They kept telling me they couldn't find anything wrong after running their tests or that it was fixed and it would come back with more repairs needing to be done or not completed. I finally called up my own repair shop and was told since the vehicle is still under warranty I needed to take it to the Dodge dealership I purchased it from but he recommended talking to [redacted] at Brickner's of Little Chicago, since he's heard of problems like mine at Brickner's of Wausau. I called up [redacted] and explained to him what was going on. He picked up my vehicle and verified that everything I said was wrong needed to be repaired. He had my vehicle from 12/1/14-12/5/14 to complete the repairs. My power window is still not working, my door does not shut properly and has a half inch gap there, and my car came back with a huge scratch that was down to the paint while they had my car for the week. I called up the repair shop right away after my car was returned about the paint and repairs not being done correctly. I was told my car would be picked up this morning 12/8/14 and I'm still waiting for it to be done.Desired Settlement: I'm tired of being without my car, getting it back and not having the repairs be completed properly and having more issues and damage to my car. I want the repairs to be completed properly and no more damage done to my car. If this is going to continue happening, I want a different vehicle as this is causing many ongoing issues and my manufacture warranty isn't going to be lasting much longer and I shouldn't have to purchase an extended warranty because I don't trust the repairs being done and get my car back with more wrong on it then it was initially taken in for.

Business

Response:

[redacted] has brought her 2013 Dodge Avenger to Brickner's of Wausau, six times, with 3 times being body shop repairs, and 1 oil change, and 2 mechanical repairs, since purchasing in Feb. 2013. The last time it was in the body shop ( Jan 2014) when picking it up she stated that there was a weatherstrip that wasn't right. Our Body Shop manager ordered the strip, and set up the appointment for installation. After missing several appointments, without a call letting us know, we installed the strip. THEN, she said it wasn't the right weatherstrip. We ordered another one, and again after missing appointments, installed it. This was done at no charge to her! Then she complained that there was some "white dust" all over the interior of the vehicle. The car was in the shop a very short amount of time for the installations, with the body shop manager doing the work. He certainly wouldn't have let the vehicle go with "white dust" all over. We even tried picking up her vehicle in the attempt to get this done.

In August 2014 she said that her driver side heated seat did not turn on high. We ordered that, and replaced under warranty. She also had a concern with the stitching on the rear seat, and since that type of repair requires authorization from Chrysler we took pictures and summited them, after which we installed a rear seat cushion under warranty. In Oct 2014 she again complained that the drivers seat heater was not working. We tested everything, and concluded that the seat heater was working correctly. She also had a concern about the drivers side window not going all the way down. We did a "relearn" for the window auto option, lubed the glass runs, and the window operated properly. During this entire Aug-Oct period, we would leave messages for [redacted] and she didn't return them, and missed appointments, without giving us a call.

We have done everything possible to take care of [redacted]'s concerns, only to have something else crop up for her to be upset about. She seems to always want something different to be fixed. After receiving this complaint, our Service Manager Dave, called her to discuss the matter, and after a few minutes she hung up on him!

In reality, I really don't know what else we could have done for her. Then, when taking the vehicle to one of our sister stores, Brickner Motors, now she has more complaints about a scratch, and the door not shutting! The Brickner Family Auto Dealerships would not have been in business for almost 70 years if we did not take care of our customers concerns and treated our customers as [redacted] has stated. As the Revdex.com knows, complaints about our dealerships are few and far between.

Sincerely,

General Manager

Review: I have numerous complaints about the service dept at this brickners location. First off, before I even had my car towed to the dealership, I had called and inquired if there was a towing fee if I had the work done there and was informed that there wasn't. At that point, I decided to have my car towed to the dealership by them to have them begin to decide what was wrong with my vehicle. After they had had my vehicle for three days (Christmas Day was one of them) they called and said they had found the problem and also told me I was to pay $106 for the tow. I had someone that would have towed y car to the dealership at no cost and in NO way would have had them tow it if I had not been told there was no charge. Then they had me come in to get a loaner car after I returned my rental. When I arrive they told me there would be a fee for the loaner car while my vehicle was being fixed by them...I have never heard of a dlrship charging for a loaner while they are doing the work on a vehicle and actually since called numerous other dlrships and none of them charge for a loaner. On top of all that they try and tell me the loaner car is more expensive to have then a brand new car from hertz rental. I immediately said something and their service guy told me not to worry and they will take care of the loaner fees but I still had to sign the contract to take the vehicle. After all this I start asking what the cost of the repair will be and told that after everything is said and done that it will be around $1000. Which, stressed me out a little but told them it needed to be done so go ahead. I did call an add an alignment on, that was $69.95. When they called and told me my car was done my cost was almost $2000 and I needed to pay for the tow and loaner car for 12 days. They claimed it took more time then expected. I believe they are trying to scam me and have now told me I have two days to pick up my car and pay in full.Desired Settlement: I would like to have all the extra fees (towing and loaner car) to be removed that I was told I would not have to pay, I do even have voicemails stating they would be taken off but now they aren't honoring. Also, I would like at least a fair option to try and pay before they do something with my car. You can not blindside people and have the cost almost double and only give them two days to figure something out when you have had the car for 16 days.

Business

Response:

[redacted]

1. First misunderstanding by [redacted] is that she thought someone told her that there would be no charge for towing. NO ONE in this dealership would have told her that, as we charge for ALL towing. This is the only way our wrecker driver gets paid, is if we charge for the tow.

2. This vehicle had been sitting at the airport for about 1 week before going to a different repair facility prior to being towed here. That repair place was totally lost as to how to repair the vehicle, so he came in here asking if we could look at it, if it were brought here.

3. [redacted] called and stated that she was in a rental vehicle from somewhere else, and we said that we had rentals. At that point she went into one of our rentals, and we told her upfront it would be $35.00/day. She was in the vehicle for 12 days, and our Service Manager said, just charge her for 5 days since it took longer than we had expected to repair. This was over the Christmas holiday, and then we had 3 technicians call in sick on Dec 30. Some things are out of our control. When she complained about the $35/day rental charge, we cut the rate to $28/day which she said she could get from Hertz. Not sure if Hertz would have given her 7 days for FREE.

4. [redacted], our service writer was in contact with her along the way. This was an electrical problem, which is always more difficult to diagonis, expecially on a 2008 with 106,023 miles. Some things take more time to figure out. Also, vehicle had been in an accident prior to it being brought here. We have photos to document this damage. She had contacted her insurance company requesting that they cover the problem, wheich they denied.

5. Our service manager cut her a deal on labor charges as well. 2 hours diagonis @ $79.99/hr usual rate is $99.87/hr. 7 hrs repair @ $85.00/hr usual rate is $99.87/hr. Then on the total bottom line we discounted parts & labor 10% for a total of $140.51.

6. If we had charged full price for all repairs and rental the total would have been $2021.79 + $111.20 tax for a total of $2132.99. Total price we are charging her $1628.75, which comes to a $504.24 discount.

I am attaching copies of the repair invoice, along with the hard copy which show when we contacted her during the process of diagonis and repair.

At this point we feel that we have gone above and beyond what any other repair facilty would have done. We are standing by our charges. Total due to Brickner's of Wausau $16.28.75. Please also note to Ms Hebert that if the reapirs are not paid for by 1/13/2014 storage charges will begin accruing at $25.00/day.