Edmondson T V & V C R Service

Initial Business Response / [redacted] (1000, 9, 2015/08/06) */ Contact Name and Title: C [redacted] C.SManager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Glenbrook Dodge did receive notification that the complainants van was dropped at our facility by a tow companyThe vehicle was assigned to a service advisor and service technicianThe vehicle was not immediately looked at as we have many customers and make diagnosis and repairs based on schedule availabilityWhen our service advisor spoke to the owner he was told that the vehicle had stalled when it was driven through high waterOur service technician then went to look at the vehicle and discovered that the spark plugs had already been removed and were lying on the cowl under the hoodIn this condition it appeared that someone had already attempted to look at the engine and diagnose the problemThe service advisor contacted the owner to give them the information and obtain further details that may help further the diagnosisWhen speaking with the customer they became irate with the service advisor accusing Glenbrook Dodge of purposely removing the spark plugs and using that as a reason to charge a diagnostic feeGlenbrook Dodge understands the frustration of having a vehicle break downWe are in business to help our past, current and future customers in any way we canThere is absolutely no benefit in removing the sparks plugs to collect a diagnostic fee and lose business for not completing the jobIn this case the customer's were rude, loud and verbally abusive over the phone and while on our lot to our staffAgain, we understand the frustration with having a vehicle break down, however, once the customers became abusive to our staff we informed them that we no longer wished to do business with them, that a diagnostic fee would be charged and they would need to collect their vehicle and have it serviced elsewhere OFFER: Glenbrook contacted the customer in order to obtain further information and background on the vehicleInstead, we were accused of deceptive, dishonest practices and our staff was verbally abusedGlenbrook will not offer any further compensation or service Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My van was pick up from site where my van broke down with assistance with my insurance had on vehicleI called prior to Glenbrook Dodge and was connect to Justin Reynolds did the work order on the arrival of my vanNo other auto repair place look at my van it was towed from site it broke downMy van sit there at Glenbrook for five days everytime I called they told me it was being look at and will know what wrong with it shortlyJustin everytime I called was out or left for the dayI finally got a hold of him on 06/25/this is when he said the spark plugs were pulled andparts were missing from van went on about my van been sitting for months without being driven and he did not know what we were trying to pull with my insurance companyThis was insurance claim fix and diagnosesI was shocked him talking to myself like this so I got my husband on the phoneJustin was one rude and talked to my husband the same waySaying we know your van has not been drove for over a year and been sittingWe just purchased this van it has not been a yearI then called talked to Manger which was Chris and told him what Justin was saying he told us to come and get are van off their lot and they were not going to service the vanI called back and told them that my insurance I talked to them about how Glenbrook treated us and they was coming to tow to other place to have it diagnosed and fixedThey told us that we still had to pay to come remove it from the lot they was not release vehicle without paymentWe had no choice and paid the feeI went to their business to wait on tow company and went inside to get paperwork and receipt I made payment on phoneI have a video on my phone when from time I walk in to get paperwork from Justin had my phone on till the time I walk out of the building his manger in the video came up to me throw my keys at me and told me to get off their property for excusing them of taking the sparks plugs out etc.I in video was not yelling or being rudeThey are only place had tow from place where it broke down atEnclose is tow receipt from place it broke downI called insurance told them how treated us and told us they were not going any further with diagnosed and looking at van because they thought we were lying and van was sitting for over a year and we were trying to fraud our insurance.My insurance told me to have it towed to other mechanic shop which had no choice they refused diagnosed and fixing vanMy insurance appraiser I can have you Revdex.com his number and talked to him he said he talked to manger name Brain and Brain said the samething Justiin accuse that van was sitting for a year etc.He even said you know this is not true because we purchased van seven months ago and the odometer had a lot of miles from time we purchased itI told Justin this was my only vehicle and we just purchased it couple months ago I drive it everydaySo why would Brain Glenbrook manager which their more then one manager tell my insurance appraiser that which my insurance did not believe him and seen the odometer has a lot more miles from time of purchased plus just got a oil change and brake inspection three weeks prior to my accidentThey took the spark plugs out to diagnosed the engine but they never finish diagnosed and excuse us of trying to fraud our insurance company Justin said my van as sitting for a year or so Brian the manage told my insurance appraiser this tooChris the manager when I called him after Justin was accused us this he told me come get it off our lot for us excusing them of saying thisBut they did they told my insurance appraiser this also I can get you his name and phone number he talked to Brain at GlenbrookAlso my insurance appraiser told me he believe they took the spark plug out this is how you diagnosed engine by taking the plugs out and starting the vechile he told me he believe they did this tooYou can call mechanic up and they explain about the diagnosed of engine by taking the plugs outThese statement from Chris is and untrueI called my insurance they towed it from the place it broke down I called Glenbrook told them it was being towed there which was Justin Reynolds whom did workorder plus when ever I called in to check on my van them five days they told me Justin I had to talk to that he the one did work order and he has his own tech team this is how we do it hereSo whatever Justin and his team did they took the spark plugs out of van and then excuse van was sitting for a year.Which is untrue and my insurance company did not believe their statement eitherI have tow copy and my phone video how I was treated on picking up my vanI want my money back they did not diagnosed my van and they never gave me back my insurance papers this was supposed to be claim on my insurance but they refuse to diagnosed and lied to my insurance company told them I was trying to fraud my insurance companyWhich other mechanic shop I had towed from their lot it was from the water from the flooded street a drove through damage the engine no other problems with the vanI want my money backI want my money back or next step going through Indiana Attorney General office and small claims if I have tooI try to download video on Revdex.com website also where you can see how they treat customersMaybe they have a lot of people trying to ripe off their warranty or insurance but in my case no I was honest and told them how my vehicle broke down they were one excusing us and told my insurance they believe van was sitting not driven for a yearOn my work order I provided Justin did not put on it that van was drove through flood street he stated broke down will not start for customer this is not what I told him Final Consumer Response / [redacted] (3000, 24, 2015/08/28) */ I final got someone on phone to direct me to the Customer service manger called and every time MrBrain [redacted] was on the phone or was told to me he was to business to talk in person on the phoneSo I asked if I could leave him a message on his voicemail told him my name and phone number and reason why I was calling left my number for him to call backHe has not called back yet and it been three daysI will take the refund of as stated by Mr[redacted] my address is the same on this complaint file and the workorder at time of service at Glenbrook Dodge Final Business Response / [redacted] (4000, 26, 2015/08/28) */ Contact Name and Title: C [redacted] C.SManager The refund has been sentIf there are any further problems please contact us OFFER: n/a

Initial Business Response / [redacted] (1000, 5, 2017/01/06) */ We understand the customer's point of view concerning what he believes to be an overcharge for servicesGlenbrook Collision Center greatly values its customers and extended every courtesy to this customerWhen it comes to standard labor rates, Glenbrook Collision Center follows a program set forth by the Federal GovernmentThis program, The Motors Data Base, sets average times for specific repairsThis also holds true when it comes to mechanical repairs as wellThis keeps service centers and collision centers from overcharging customers, manufactures, and insurance companiesIn this case, the Motors Data Base estimated the average repair time to take hrsBecause this is a set time, if the technician were to take hours to complete the repair he would not get paid the additional two hoursAn experienced technician that can complete a repair in less time is guaranteed the minimum time allottedThis allows better service to the customer by not getting "backed up"Allot of businesses in this case would have left the vehicle sit and contacted the customer only after the two hours rather than getting the customer back on the roadOur collision center estimator also assisted the technician, with the customer present, to help expedite the repairThe customer received a discount from our estimator since both he and the technician worked on the vehicle The customer was also concerned about why his lights, headlight/daytime running lights, were intermittent, believing it was cause by our repairThe repair to the vehicle was extremely minor and nothing during the repair would have caused the problemHowever, the purchase of inexpensive or non OEM lights canThe customer provided lights that he purchased himself and asked that they be usedThe use of the lights and possible problems were explained to him along with the fact there would be no warranty with themThe customer is using HID lights in this vehicleHID lights need specific input and output voltages and operate completely different that standard lightsIf inexpensive lights are used that do not meet or exceed manufactures recommendations, they can and often do cause faults Glenbrook Collision Center took every step in providing the best possible quality customer service in this situationThe customer received several discounts because he was a returning customerThe cost of this repair prior to receiving the discounts would have been [redacted] The customer received a final bill of only [redacted] a savings of over [redacted] Glenbrook Collision would like nothing better than to provide outstanding service to this customer in the future, however, we will not be providing any further refunds for the services already provided

Initial Business Response / [redacted] (1000, 11, 2016/07/28) */ We are extremely sorry for the lack of communicationI have been informed that these problems have been taken care ofPlease, if this is not correct, contact me directly and the situation will be correctedAgain, we are very sorry for the frustration Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) It still took another weeks for the issue to be resolved but it as finally been taken care of

Initial Business Response / [redacted] (1000, 5, 2016/10/24) */ On September 29th [redacted] agreed to purchase a vehicle from Glenbrook DodgeGlenbrook Dodge collected all information from Mr [redacted] in order to secure financingPart of the information collected was employment and incomeAfter collecting the information, it was sent to the finance company where they completed a verification processA paycheck stub provided showed a secondary employer dated September of The finance company rejected the application after determining that the secondary employment was not verifiableMr [redacted] stated that the information he provided was correct and the finance company made a mistakeGlenbrook contacted the owner of that company, not the local manager, in an attempt to obtain clarificationPer the owner, Mr [redacted] was not currently employed nor had he worked for the company for several monthsGlenbrook Dodge makes a substantial investment in the sale of a vehicle pertaining to the actual sale and personnel time investedThis is why down payments are "non-refundable"This procedure is explained to the customers and noted on each receipt given to themGlenbrook Dodge had a good faith reasonable belief the information provided was correctDue to inaccurate and or potentially fraudulent information provided by Mr [redacted] Glenbrook Dodge will be maintaining its position of a non refundable down payment Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/26) */ I have read the response from Glenbrook Dodge, however my perplexity comes forth in the notion that for one I was never made aware of a nonrefundable down payment policy and on several occasions I was verbally told via telephone and face to face conversation the oppositeHence, my whole reasoning for wanting a refund of my down payment due to the fact I was told I would receive it on several occasions after I was made aware that the loan was not completed and I immediately returned the vehicle as told to do so via text by Mr [redacted] , one of the finance managers at Glenbrook DodgeOn the morning of October 18, at 11:am as I stated before, Mr [redacted] had reached out to me via text message stating that the loan for the vehicle had been denied and I was to return the vehicle as soon as possible and that "we" meaning Glenbrook Dodge would refund my down paymentI had the vehicle back on the lot within the hourOnce I arrived and asked about receiving my refund I was told by a gentleman I'm assuming who was another manager along with [redacted] and [redacted] standing there as well that I would not be able to receive a check at the time on such short notice where I then asked when I would receive my refundIt was at that point I was told that worse case scenario, I would receive it by the end of the week ending October 21,and that I would receive a phone call the next day on the status of itI never received that phone call and spent the following days trying to contact Mr [redacted] and Mr [redacted] where my phone calls would go unanswered or I would be told they were off on said dayI finally got ahold of Mr [redacted] on Thursday and was told by him that all management had to do was sign off on the check and print it up and I would have it and that I should speak with [redacted] as he had more details of the situation and Me [redacted] stated he would have [redacted] give me a callThat call never came and I called MrPayton three hours later where I was told he was off of work that dayI called the following day, Friday October 21,where I was told by MrPayton that a [redacted] was handling the situation and I should speak with himI was transferred to his extension where I received no answer and left a voicemailI received no reply at allI called the next day Saturday October 22, and asked for Mr [redacted] where I was then told he doesn't work weekends and I spoke with another manager who said his name was Steve and he stated the back office was closed on the weekends and I would not be able to get a check printed and that he would speak with Mr [redacted] on the following Monday and I would receive a phone call by pm on that MondayI say all of that to state the fact that at no point was it ever communicated to me that I would not be refunded my down payment nor that it was Glenbrook Dodge's policy to not refund down paymentsAt this point I feel I have been misled, ran around, and blatantly lied to on several instancesOnce Mr [redacted] text me on the 18th and stated that I needed to bring the car back and I would be refunded my down payment, I feel that should be what occurred a cut and dry transactionEven if that is Glenbrook Dodge policy of nonrefundable down payments, once it was communicated to me in writing by Mr [redacted] that I would be receiving my money back I feel at that point Mr [redacted] , acting on behalf of Glenbrook Dodge, amended that no refund policy and each person that I spoke with after the fact never stated otherwiseI understand that a lot of time and effort goes into the sale of cars, but I would be hard pressed to believe that for the sale of said Chrysler it would have been costed [redacted] the amount of my down paymentI initially put down a thousand on September 28,and had I known that the deal was not completed in the first place I would not have put another $down on October 14, bringing my total money invested to [redacted] At this point I am only asking to receive what I was told on many instances I would be getting and that is a refund of my down payment as it was never versed to me that I would not receive a refund Final Business Response / [redacted] (4000, 14, 2016/11/23) */ As stated prior, Glenbrook made every effort to secure financing for the customerGlenbrook maintains with all customers that, if for any reason financing cannot be secured do to inaccurate, or fraudulent information provided by the customer, Glenbrook Dodge can charge that customer daily rental, mileage and reconditioning feesThe customer, not Glenbrook Dodge provided non verifiable information about his income and employmentGlenbrook did return the customer's original vehicle to himThis vehicle had already been sent to our service department for repairsAgain, believing that all information provided by the customer was factual, the repairs were madeThe cost of these repairs exceeded the cost of the of the daily rental, mileage and reconditioning fees and the amount paid by the customerGlenbrook is not seeking or requesting the outstanding balance owed for the service repairs, rental, mileage or reconditioningDue to the non verifiable possibly fraudulent information provided, and the fact the customer received his original vehicle back in a better than original trade in condition, Glenbrook will not be providing any refunds to this customer

Initial Business Response / [redacted] (1000, 5, 2016/04/19) */ We are trying to rectify the problem with the customers title workThe UPS numbers are not fictitiousThe paperwork was sent to Texas after a series of misunderstandings including on the part of the Postal ServiceAgain, we very much apologize and are attempting to resolve this situation asap

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ Contact Name and Title: C [redacted] C.SManager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Mr [redacted] 's title was processed and was notified OFFER: Title work was completed and processed

Initial Business Response / [redacted] (1000, 10, 2016/12/22) */ We understand Mr [redacted] 's frustration with an unresolved issueUnfortunately, not every issue can simply be diagnosed and insure a specific issue is resolved the first timeWe wish that were in fact possibleThere are times, especially when it comes to electrical issues, where one area has to addressed before anotherGlenbrook did follow the prescribed steps set by the manufacturer in diagnosing the problemOur service department would have continued to locate the problem and repair however, the customer no longer wished to use our service departmentThere was, according to the customer, approximately [redacted] in work chargedGlenbrook did reduce that cost [redacted] after the customer stated that he was not at all satisfied and the problem was not fixedThe service manager did speak with the customer and set up a time the following Monday to meet with him and the Service DirectorThe customer did not come in to meet with the Service DirectorThe customer received a discount of over twelve hundred dollars for work completed up to that pointGlenbrook will not be making any further refunds in this matter Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was given a discount for services rendered that were NOT neededThis all started with a brake light, then I was told the problem was a door module, then it went to a fuse box control module under the hoodNone of these fixed the problemThe last thing I was told was they were going to have to take the passenger seat and wires out to fix the problem, so you can see why I was hesitant to allow them to continue with their diagnosticsThey had my truck for over days and it still had the same issue when I drove it off the lot and my pocket was [redacted] lighterThis was the discount?? There was supposed to be a meeting scheduled with the Service Director, however, I was never informed of the date or time for this meetingEach time I physically went to Glenbrook DOdge, they were unable to contact the Service DirectorUpon my last visit to the Service Department I was told that I would be contacted to set up this meetingGlenbrok is supposed to be a reputable company, but they have taken the liberty of taking advantage of working class people and should be ashamed of themselves Final Business Response / [redacted] (4000, 14, 2017/01/13) */ Again, we understand the customer has an opinion on what services and repairs should be made or not madeAll of the service technicians working for Glenbrook Dodge perform their responsibilities in a professional mannerIn this particular case, one of our most experienced and most qualified technicians was working on the customer's vehicleThis does not show a lack of knowledge but reflects the difficulty in properly determining what was causing the problemI'm not sure if the customer understands how service technicians are paid but, this technician lost a substantial amount of pay trying to locate and repair the customer's problemWe do this in order to provide the best possible customer serviceOur technicians, service writers, porters and oil change technicians are all "working class people" and to state "they have taken the liberty of taking advantage of working class people and should be ashamed of themselves." is made by the uninformedThe customer stated in his most recent reply that he "was given a discount for service rendered that were NOT needed." The services NOT needed are again, the customer's opinion and he did not have to authorize any of themThe services performed and recommended by our technician and FCA were in fact authorized by the customerEven after authorizing those repairs the customer was given over [redacted] Glenbrook will not be offering any further discount or refund for the work that was completed

Initial Business Response / [redacted] (1000, 5, 2017/07/12) */ Previous to this complaint received the customer called into the storeWe have since worked out the situation with the customer and she is satisfied to our knowledge Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/07/12) */ Glenbrook called me yesterday and gave me three options, one of which I wanted to do a few months ago because of all this mess I've had to deal withSo this Friday I will be returning the car and they are suppose to cut me a refund checkI'm glad they finally called me back and are going to refund me because of the mistake they made

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Contact Name and Title: C [redacted] C.SManager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We have reviewed the complaint filed by Mr [redacted] and paperwork regarding the purchase of the Chrysler 200SWe are extremely sorry for the miscommunication and the less than desirable experience Mr [redacted] hadAt this time there are no problems with his contract and Mr [redacted] should have received notice that his title work was completed OFFER: The contract between Mr [redacted] and the financial institution is complete and validThe title work for the vehicle was completed and the one thousand dollar down payment was an oversight on our part and Mr [redacted] will not be responsible for that payment Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) my car has been repoedI was not informed of any title work being processed.I contacted the bmv.on 9/24/and my title work was just released on 8/8/months later than was expectingchrysler received a recipt on 7/27/from Glenbrook dodge for a dollars cashthis is the same one they kept wanting from me? and saying I owe them money?? there is no signature on it from me or anyone else.and when I called them to speak with the person in accounting whos name is on it they said there is no one there by that name an never has been? the car is going to auction on 9/29/im holding Glenbrook responsibleI have all my emails,and the recipt that is dated for 5/4/15.we purchased the car on 4/25/and owed nothing else.they would not even keep in contact with us or reply back to any emails regaurdingthis dealI will down load all documents when needed to prove what I have saidand what I was told by their finance dept

Initial Business Response / [redacted] (1000, 12, 2017/03/10) */ Due to the passage of time and the error that was evidently made by one of our employees, we will reimburse Mr [redacted] to cover the $300, the restocking fee and the [redacted] in shippingWe greatly apologize for our error and furthermore for our failure to address Mr [redacted] 's concerns in a timely fashion To be sure the check is mailed to the proper address, please provide an address or I can have the check available for pick up immediately if Mr [redacted] prefers this option Again, our apologies for the experience you had with our business My name is [redacted] , I serve as the CFO and can be reached at ***@glenbrookautomotive.com should there be any future issues or concerns Initial Consumer Rebuttal / [redacted] (2000, 14, 2017/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response given because it addressed all of the issues I hadThank you Mr [redacted] for responding! My mailing address is: [redacted] FORT WAYNE,IN XXXXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2016/10/19) */ We understand that finance contracts can be confusingThe customer stated that her vehicle was advertised for [redacted] The vehicle price was [redacted] prior to a [redacted] FIAT rebateThe vehicle was advertised for [redacted] which included the FIAT rebateThe buyer's contract shows the base selling price of [redacted] and the deduction of the [redacted] rebateThe customer then used another [redacted] and her trade in, valued at [redacted] as a down paymentThere was a service contract and protection package purchased with the vehicle as wellAfter all applicable rebates, down payments, fees and taxes, the amount financed on the vehicle was [redacted] If the customer takes the loan to full term, with the bank finance charge and given interest rate, there would be a total of [redacted] of payments madeTo address the customer concern about receiving copies of her paperwork, we did in fact send copies on October 6th to the address we have on fileThose copies were returned to us on October 19th by the U.SPost office for "Insufficient address unable to forward"We do not know why the Post Office was unable to deliver but we will be more than happy to send the copies again if the customer can provide an updated addressWe have also completed the titling for the customerThe customer can go into any license branch and obtain her license plates at any time as the DMV has the information on fileAgain, we understand that contracts can be very confusing and we hope that this has helped to explain the processIf there are any further questions we are more than willing to assist

Initial Business Response / [redacted] (1000, 5, 2016/03/28) */ We have met with the customer and and expressed our sincere apologies concerning the matter and have come to a favorable and mutual conclusion Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my jeep back and my down payment was refunded

Initial Business Response / [redacted] (1000, 6, 2017/11/15) */ Unfortunately, Glenbrook Dodge is not the party that can assist Ms [redacted] with her concernIf, in fact, Ms [redacted] reached an agreement regarding a Lemon Law claim, that agreement would have been directly with the manufacturer, Chrysler Dealerships do not have the authority to agree to Lemon Law claims as the manufacturer repurchases the vehicle from the customerIf this occurred, the funds would likely have been sent directly to the lien holder on fileIn turn, Ms [redacted] 's creditor should have reflected this on her credit report We apologize that we can not be of assistance in this matter Initial Consumer Rebuttal / [redacted] (3000, 9, 2017/11/17) */ I am disputing the [redacted] : Due to I went to my car after ??? it wouldn't start only months old I got a jump drove it home then I tried to go to Walmart same day wouldn't startCalled ???? told to send back to dealer to be fixed# [redacted] I took pictures of car being loaded nothing wrong with body Next day the dealership called and stated I had sent it to the wreaked (not true) I got different stores as to what happened to my car Refused to make it right with me (paying off car and putting me in different care Refused twice on the car after the wreaked it I wasn't allowed to test drive it when picked it up drove homeWent to leave wouldn't start again Called dealership claim ???? I was told Glenbroke refuses to work on my careSo I had to take car to Chicago The only thing that Glenbroke did was piece my careI messed with it for year trying to deal with all the problems they don't want to fix any of the problems Starter At end over end felt like it was going to fall off after 3x taking to dealer for same problem "lemond law" Why am I responsible for the wreak that glenbroke employee's caused? I was an Hour 1/away from FtWayne when the accident happend in Goshen, IN The moment these employee's crashed my car I was put in an upside loanI owed more than care worth how is this OK? I expected my car to be returned in same condition as I gave it to them with starter working This car was brought to make my credit better instead it ruined it Is that fair? Is that what I deserved? buying a new car?

Initial Business Response / [redacted] (1000, 7, 2016/02/22) */ While we understand the customer expressing his dissatisfaction in this matter, Glenbrook Dodge feels the customer has come to the wrong conclusionsAfter investigating with the service staff the customer did come in for an oil changeHe did ask that the driver's window not be rolled down do to some type of mechanical problem however, in his complaint he stated that the window was functioning upon arrival but had to be guided upOur question would be, was the window functioning properly or was it not? Whether or not there was a known problem, our staff followed that request and did not roll down the windowThere was a car wash completed on the vehicleOur staff asks our customers if they would like their vehicles washed after serviceMany customers do not wish to have their vehicles washedAs a general rule we do not wash vehicles unless we are given permission or a customer asks specifically for it to be doneIf there was indeed water inside the car we cannot determine if the weather seals on the vehicle, already with implied window damage, were functioningAnother question would be, if the customer in fact "immediately noticed egregious amounts of water" inside the driver's side of the car, why did he not ask about this or report this immediately to the service department prior to leaving? The customer continues in his complaint that while driving home he attempted to roll down the window and after depressing the roll down button the window became lopsided and fell completely down inside the doorIf the customer knew there was a problem with the window, which is why he originally asked for it not to be rolled down, why would he assume that it was functioning when were not asked to look at or complete a repair? He also stated that he disassembled the door finding that the window regulator was broken in several piecesA quick check from several online sites shows that unfortunately, this particular vehicle displays this specific problem with no warningWe also contacted the service center where the customer had obtained a repair quote for the windowThe staff stated the customer told them that the window was in fact damaged prior and the customer or someone else had repaired it by gluing the pieces back together OFFER: At this time Glenbrook Dodge fully believes that the window in question was damaged prior to the customer coming in for an oil changeThe customer knew the window was broken prior, which is why we were asked not to roll it downThe customer further indicated a problem with the window by telling a separate service department that it had already been repaired with glueGlenbrook will not be issuing any type of settlement or payout for the replacement or repair of the customer's window Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Glenbrook is unsatisfactoryMy complaint stated that the driver side window was working when I brought my car in to GlenbrookThe window functionedIt rolled down and had to be guided up by hand when rolling back upThis is the exact reason I left agreed upon instructions to not roll down the driver side windowI am confident that a surveillance video showing my car in Glenbrook's care for 100% of the time on the date in question shows an employee did not follow instructions and indeed rolled the window down and maliciously broke the regulator assembly in an effort to wedge the window back in to placeAs for Glenbrook's intuitive detective work, the window was repaired by a mechanic over a year ago using an epoxy bonding agent to secure the window to the power window regulator assemblyThis does not discount the simple fact that my driver side window was operational upon arrival and was completely broken before I left their propertyI did not roll the window down until I was close to home because it was a cold degrees that dayThe fact of the water inside the driver side door proves that the window assembly was broken on Glenbrook's propertyI instructed a Glenbrook employee not to roll the window down, was assured that it would not be rolled down, and the power window regulator assembly was completely broken before I left the propertyIn addition, a Glenbrook employee rolled down the window and maliciously broke the assembly in an attempt to wedge and jam the window back in place to give the appearance of an operational windowAt that point Glenbrook said that as soon as I drive the car off their property in that condition, they would contest any assertions of fault as they are obviously doing hereThe window assembly did not magically just breakEven my eleven year son can see Glenbrook is at fault for the simple fact that the window was functional upon arrival at Glenbrook, and broken before leaving the propertyNow the window is wedged up into place without the ability to roll it downThe summer months will be hotGlenbrook is at fault, with malicious intent to cover the eventTheir stance and attitude on this situation exemplifies their arrogance and bullying demeanorAll I wanted was an oil changeNow my window is permanently brokenThe only mistake I made was going to this Glenbrook dealership for serviceI will continue to stand up for my consumer rights from their malicious intent and egregious attack on my character and pursue resolution of this matter Final Business Response / [redacted] (4000, 11, 2016/02/29) */ Contact Name and Title: [redacted] Manager Again, there was no malicious intent to break the assembly or to cover anything upThere was nothing to cover upThe customer stated in his last reply that the window was fixed with epoxy over a year agoWhy wasn't the window fixed properly the first time? Does the mechanic who made the repair offer a guarantee? Maybe the customer needs to investigate that optionThe customer again stated that the window was functioning when brought inIf the window needed guided up then there WAS or IS an existing problem which could and most likely would cause a failure at any time without warningAnd again, if there was egregious amounts of water that was immediately noticeable prior to the customer leaving why was nothing said? OFFER: Glenbrook Dodge continues stand by our original decision and will not be offering any type of compensation

Initial Business Response / [redacted] (1000, 8, 2015/08/06) */ Contact Name and Title: C [redacted] C.SManager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We are very sorry for any inconvenience that Mrs [redacted] has had in this matterMrs [redacted] did bring her vehicle to Glenbrook Dodge for a water leak problemShe explained that she had been to several other places that stated where the leak was, however, was told she needed to take the vehicle to a Jeep dealerWe are unsure why those places did not want to perform the workUnfortunately, determining the exact location of a water leak in a vehicle can be an extremely difficult taskEven after performing water tests, suggested repairs to an area may not take care of the problemBecause diagnosing problems is not always exact, repair costs, parts needed and time to complete are not exactAt the time this complaint was filed, Mrs [redacted] 's vehicle was in our repair center for further diagnosticsOur technicians did make further repairs and replaced the door seal on the passenger side front doorThese additional repairs and parts were done at no further cost to the customerMrs [redacted] has since picked up her vehicleShe was told to consider replacing all door seals in the near futureWe have not received any other notifications from Mrs [redacted] that the problem has continued OFFER: Glenbrook Dodge believes that all reasonable efforts were made to repair the problem properly and no other offers will be made to the customer

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Contact Name and Title: C [redacted] C.SManager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We are very sorry for the experience the customer had with our service department regarding his oil changesUpon looking into the matter, on the most recent visit the customer's oil was changed as part of an oil change package purchased for the vehicleAfter the oil change was completed the customer returned to the dealership stating that there had been too much oil added to the engine and that it was spilledWe are very sorry for thatWe did take the customers vehicle and adjust the oil level to the proper amount and cleaned the engineWe hope these types of situations don't occur but when they do, we do our best to rectify the problem In this particular case the customer purchased an oil change package for $A great savings considering a single standard oil change would normally cost approximately $completeTwo individual changes would total $The customer has had two of four oil changes completed and already had a savings over $Glenbrook Dodge took the customers concern and addressed it immediately by fixing the problems brought to our attention OFFER: Our oil change packages are non refundable, non transferable and not redeemable for any other serviceThese restrictions are made very clear at the time of purchaseAt this time Glenbrook Dodge is willing to take the price of the oil change package of $and refund the two oil changes the customer has not yet received totaling $ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just want this to end, BUT the oil level is still overAfter the second timeI feel there may not be anything else to do ~ as far as I'm concernedI feel even at the GTREAT price it only takes concern to make sure a job is done right! I worked like that all my life and expect the same in returnI take prid, no matter what I may doThanks to all involved and I am very disappointed it had to happen anyway

Initial Business Response / [redacted] (1000, 7, 2017/10/31) */ Mr [redacted] inquired about the purchase of a Fiat via the internet on September 4thAfter several email communications on what he specifically wanted Mr [redacted] visited the dealershipHe came in on September the 6thDuring his visit he showed us exactly what Fiat he wanted and the pricing the dealership had it listed atMr [redacted] had this pricing and pictures pulled up on his personal cell phoneClearly he had done his research on options, pricing etcEven though Mr [redacted] didn't qualify for all of the listed rebates the other dealer had listed we reluctantly agreed to the dealWe were very clear nothing else could be discounted or included in the deal with the price he negotiatedTwo days later on September the 8th the vehicle was traded to our dealershipMr [redacted] came in that day to take deliveryUpon his arrival he pointed out some "chips" on the hood of the FiatWe again reminded him we had no room in the deal to remedy anything further on the carWith his persistence we agreed to have "Perfect Finish" touch up and buff the vehicleWe were very clear on how the process would workAt this point he had not taken delivery of this vehicleAfter we told him how we would fix the car he agreed to move forward with the purchaseWe completed the paint repair as agreed we wouldWe also provided a second key to Mr [redacted] as agreedAt this point we have done more that we initially agreed to and feel we completed our deal as agreed Initial Consumer Rebuttal / [redacted] (3000, 9, 2017/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never agreed to have the hood "touched up" I agreed, and I stated many times, that it would be repaintedThey were not clear about what Perfect Finish was and I asked, more than once, that this is the guy who would be repainting, I repeat, repainting my hood, and they stated yesThey are attempting to lie their way out of this and I do not accept this responseBrandon Jones heard me state that the hood must be repainted if I am to purchase the vehicle and that was the agreement we had periodI have this documented and he agreed that he heard me state this on the phone and I have two witnesses that listened to the conversationThe hood must be repainted as per our agreement regardless of what shady sales tactic they employed with their lies to avoid doing soI did not have to purchase the car but I honored my word TRUSTING they would do the right thingI expect full repainting of the hood or I will seek legal remedy for this matter immediately Final Business Response / [redacted] (4000, 15, 2017/11/14) */ In closing Glenbrook honored everything we said we would do to repair the vehicleNever did we say we were repainting the vehicle we always were going to touch up and buff the car just as the "Due bill" statesThank you

Initial Business Response /* (1000, 10, 2016/04/19) */
We are currently in contact with the customer and working towards a resolution
Initial Consumer Rebuttal /* (3000, 12, 2016/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm in the middle of
being accepting of their response as *** *** had phoned me and set up an appointment to install my tow hitch Monday morning April 25th and has also said that he will set me up with a manager to discuss the inflated car priceI will only be accepting of their response if Glenbrook Dodge honors the agreed upon price of *** plus tax for my Jeep Grand Cherokee
Final Consumer Response /* (4200, 22, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I negotiated the price of the vehicle to be *** which included the GPS and tow hitchSales tax was to be addedOn the first line of my contract it states base price plus sales tax of *** is *** Not in my calculations*** plus tax equals *** I have never, nor do I know anyone who negotiates a price of a car before options are added and after the rebate! My contract should state Base price of *** plus sales tax of *** less rebateUnless one has a calculator with them at time of purchase, you'd never know what they were chargingAs I stated prior I signed the contract never expecting the numbers to be wrongI immediately called my sales man and was told to come in the next day and I did only to find him not thereI do not believe my ca payments are right if the contract states otherwise
I do not accept your offer of *** for tow hitch when much more is at stake
Final Business Response /* (4000, 20, 2016/05/04) */
We have worked with Ms*** to correct the issue concerning the installation of her tow hitchUnfortuneatley the sales consultant she was working with is no longer employed with Glenbrook DodgeMs*** also had a concern regarding her actual purchase priceDuring the negotiations Ms*** was shown the price of her vehicle and explained that the cost of the trailer hitch and navigation would be included in the monthly payment and not cause it to increaseThat payment was calculated on the cost of *** Ms*** agreed to the payment which again was based on the *** When costs of accessories and the rebates are subtracted from her purchase price the amount is ***
Glenbrook Dodge wants to insure that our customer's are happy with their purchaseGlenbrook Dodge is offering the customer a payment in the amount four hundred fifty dollars *** to offset the purchase of the trailer hitch

Initial Business Response /* (1000, 5, 2015/08/24) */
Contact Name and Title: C*** C.SManager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We have been in contact with Ms***, she actually visited the dealership this past weekHer trade vehicle has
been paid in full and her financing secured
OFFER:
At this time we have taken care of the problems and will continue to provide anything we can

Initial Business Response /* (1000, 6, 2017/10/12) */
Ms***'s vehicle was towed into the Glenbrook Dodge service department as it would not start properlyThe customer explained that the vehicle required a jump start to getting it workingThe vehicle was diagnosed as having a bad alternator
as it showed no voltage when connected to a voltage reading computer
Ms*** evidently had the work performed at a different locationAccording to our records, Ms*** did not have the work performed at our service departmentIf the work was performed at another service department and it did not resolve the issue, Ms*** should be seeking a refund from that business
All we charged Ms*** was for our standard diagnostic fee, which we believe was correct and the third party tow company bill for the vehicle to be towed to our location
While we regret that Ms*** had an issue with her vehicle, we are not in a position to provide her a refund for work that was not performed by one of our technicians