Edmondson T V & V C R Service

Initial Business Response /* (1000, 5, 2016/05/04) */
We have reviewed the complaint filed by Ms*** concerning the vehicle purchase agreement between her, *** *** and Glenbrook DodgeWhile attempting to secure financing there were several requests for further information made by the
bankThe information needed pertained to *** *** Glenbrook Dodge did reach out to Ms*** on multiple occasions however her phone was disconnectedMs*** did call back and leave a new phone numberThat number was contacted and received no answerDue to the lapse in time, the initial approval from the bank expiredAnother attempt was made to contact Ms*** letting her know that the approval had expired because we could not obtain the stipulations needed by the bankDue to the fact we were unable to secure the financing without the needed information and could not make contact with Ms*** a repossession order was issued for the vehicleIt was our understanding that Ms*** was in possession of the vehicle and it was in Indianapolis IndianaA final attempt was made to contact Ms*** on May 3rd This time Ms*** did answer the phoneWhen asked about the phone problem she did state that her phone had been shut off and did not have use of it for a couple of weeksThe situation was explained to her and told the vehicle needed to be returnedShe stated that she had just obtained a new job and that she could not return to Fort Wayne until May 20thI asked for the address where the vehicle would be and we would pick it upDue to the bad connection I could not understand the address givenI told her that I would send an email to her and she could reply to it with the address of the carI then verified the email address with herI have yet to receive a response telling me the location of the vehicleGlenbrook Dodge took all reasonable steps to secure financing for the customers
Glenbrook will continue to keep the repossession order enforce until the vehicle is located or the customer surrenders itGlenbrook will not be offering any other compensation
Initial Consumer Rebuttal /* (3000, 7, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly I am *** *** residing in Fort Wayne INI do not know who Ms*** is but it sounds like they have me mixed up with another customer and my sales rep was *** *** This goes to show the lack of organization within the companyYou have completely discussed someone else account on this complaint and I'm sure violates their right to privacyI do not have a new job I am still with the same employer and I do not and never have lived in IndianapolisMy vehicle was just financed on 04/18/and I am still to this day unable to register the Jeep Cherokee due to the dealership not releasing the title work to the bmvNow I am being told that they need additional information to forward title work to the bmvThis is beyond ridiculous I don't see a resolution arising from this situationThis is a burden on me and my familyI am expected to pay a car note on 05/08/with no vehicle registration I have not drove this suv since 04/16/This is the reason why I want to return the suv also not to mention the monthly cost of the payments were to be *** per month and now my lien holder is telling me the contract states I will need to pay *** this was not originally discussed in my contract I have the original documents I am ready to take legal action with Glenbrook Dodge and give this to my lawyerI would like to return the suv and never deal with this unprofessional company
Final Business Response /* (4000, 11, 2016/05/17) */
We very much apologize for the confusion and our previous responseWe have located the proper information concerning this complaintMiss ***'s loan was approved and is in effect with the lien holder, Capital OneMiss *** did sign all the necessary documents and contracts and her payment is *** Miss ***'s title work and registration were also completed
If there are any late fees incurred then Glenbrook Dodge will pay those fees with a copy of the BMV receipt showing said late fees

Initial Business Response /* (1000, 5, 2016/02/22) */
Contact Name and Title: C*** *** Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@gmail.com
We do understand the customer's frustration in this matterIn this instance the customer did in fact bring their
vehicle in for an oil change and are claiming it was damaged by our staffWhen I spoke to the customer it was approximately 5:pm and several days after the incidentDuring that conversation the customer admitted that after leaving Glenbrook Dodge he and another individual made a stop prior to arriving homeThe customer stated that the friend noticed a problem with the passenger door not opening properlyThis was after the stop between Glenbrook and the customer's homeThe customer also stated the vehicle had been taken to our collision center prior to our meeting to have it looked atThe customer was told at that time by our collision center manager that he would definitely look into the problemOur collision center manager informed the customer he would contact him and that it may be two to three daysI also informed the customer that I would look in to the situation as soon as I could and would be willing to get them an answer the following dayThe only concern the customer had, was wanting to know how to terminate their leaseI informed them that they would need to contact the bank the lease was with and the bank would answer those questions as the lease contract was between them and not Glenbrook DodgeI again told them that I would check into the situation and be in contact with themThat night and in to the next day the customer decided that waiting for an answer from either myself or the collision center manager was no longer acceptable as indicated by the numerous complaints expressed on social mediaThe customer obtained an outside quote and received information that the damage was caused by a liftThis information is not accurate as the damage on the vehicle was in no way caused by a liftThe initial damage appears to have been caused by the fender being out of alignment which unfortunately caused further damage when the door was opened into itThe damage being caused by a lift is highly improbable as this vehicle was not placed on a post liftThis vehicle was placed on an open frame type lift which has no parts that would come into contact with any portion of the vehicle other than the frame itself under the vehicle or on its manufactured suggested lifts points
OFFER:
At this time, as a gesture of goodwill Glenbrook will provide the parts for repair at the dealership internal pricing and the repair is completed at the Glenbrook Collision Center

*** I am writing you in regards of the *** *** case. I was contacted by *** that a response was never given so I wanted to explain what happened. Mrs *** did come in to the dealership and spoke with *** ***, Sales Manager, who helped ensure
everything had been taken care of with her pay off. He showed her on a payoff sheet, similar to the one I attached, that her vehicle had been paid off. Here are a few documents concerning the payoff that we pay very particular attention too to ensure we pay the correct amount off. At times payoffs are not available to the dealer so we rely on the customer to provide that payoff to us. On attached sheet #is the original payoff that the customer gave us upon the initial number working. Sheet #is a higher amount that her and the salesman decided to use during the loan process. Sheet #is the final sheet with an even higher payoff we used just to cover any additional amount that could have possible been missed. If you notice all three amounts were signed by the customer. We believe our customers when they give us amount because we have no previous knowledge of what her payoff would be. The final sheet #shows today that again the amount has been paid off in full. We took care of the difference even though we had a signed agreement from both parties agreeing on a final amount we would send the bank of $12,525. We apologize the tires were not up to the customers expectation as we worked very hard to get this customer approved and into a newer vehicle. We forgave the customer on the additional $that we did not set up in the deal as payment for the $in tire repair the customer felt she needed to do. With that said Johanna was $ahead in the transaction. If you need anything else or have any additional questions please feel free to reach out to me Thanks *** *** General Sales Manager Glenbrook Dodge Chrysler Jeep Alfa Romeo of Glenbrook W Coliseum Blvd Fort Wayne, In 260-484-Ext

Initial Business Response /* (1000, 8, 2015/09/25) */
Contact Name and Title: C*** C.SManager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
It is unfortunate the customer feels the way he doesHe left with a term, payment and interest rate that was
acceptable to himDuring the purchase of the vehicle, a warranty was included in the costAll costs with a vehicle are disclosed to the customer prior to acceptance of the purchaseWe understand that customers want to make a sound decision and a good purchase for a vehicle they wantAfter sitting down in our finance department, the purchase agreement with all costs, including the cost of a warranty was disclosedThe customer agreed to all the terms and conditions by signing all documents and contractsAlong with the purchase agreement, a bank contract which also included all costs was signed by the customerAgain, we understand that every customer wants to make a good sound decision; this is why every customer is given the opportunity to review all documents and costs prior to signingThe customer agreed with all terms, conditions, payments and costs presented to him
OFFER:
The customer has the option of cancelling the warranty if he choosesIf the customer wishes to keep the warranty then Glenbrook Dodge will pay the deductable of one hundred dollars for any issues that ariseIf a repair is needed not covered under warranty then we will credit him the same amount of one hundred dollarsThe offer of one hundred dollars for warranty or non warranty work is valid for a period of six months upon submission of this responseThe customer did bring the vehicle in for a problem with the heated seatsThere was a diagnostic fee chargedThis fee would not have been paid if the customer decided to have the work completedThe customer instead asked that no further work be done because he stated our technicians were incompetentGlenbrook did not charge him the ninety nine dollar diagnostic fee
Initial Consumer Rebuttal /* (3000, 10, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's extremely disappointing that a customer service representative would pick and choose the issues they respond to, yet leave others unaddressed like thisYou have addressed maybe one or two of the issues I outlined, but ignored other ones that are equally importantYou say that
"This fee would not have been paid if the customer decided to have the work completed"
which is completely false; that was NEVER discussedWhen I went to go pick up my car, I was informed that the techs were unable to locate a problem and for them to continue to search, I would be charged ANOTHER diag feeNo one ever offered to actually complete any repairsI've been told for both persisting issues on this vehicle that the techs have been unable to find the issueSo you're service department is asking me to continue to pay diagnostic fees so that your techs can continue to ATTEMPT to find the issue, but with no guarantee that they willAfter having the vehicle in the shop for two full days, my confidence that paying for more diag time will yield some kind of results is very low
This next one is also very frustrating
"The customer instead asked that no further work be done because he stated our technicians were incompetentGlenbrook did not charge him the ninety nine dollar diagnostic fee."
I'm being taken entirely out of context here in order to look like an unreasonable customerIf they had actually listened to what I said, they would have heard me ask
"why should I continue to pay diag fees if your techs are unable to find something? What if your techs are incompetent, but I still continue to sit here and pay the diag fees? If you could promise me that they'll find what the issue is, then I would pay the diag fee."
So the way this service department works is I take my car in and say
"there's an issue with the brakes that happens during X and Y and Z timesAlso, my heated seats won't work."
Glenbrook says "Great, we'll fix this."
After two full days, they can't figure out either issueHowever I'm told that I still have to pay the diag fee because they technically "diagnosed" that my car had two problemsI'M the one who told them about the two problemsAll the service department did was basically repeat back to me what I had already told them, then try and charge me $If a service department has a car for two days, then return it to you without being able to diagnose the problem (let alone fix the problem) then why should I be paying a diagnostic fee? Nothing was diagnosedI never said the techs were incompetentI simply asked "what if the techs were incompetent, yet here I am paying them $for something they couldn't even find in the first place?" I never flat out called the techs incompetent, it was purely a hypothetical question
Also, please address the other issues that I outlined in my previous submissionPlease do not pick and choose the things you would like to respond to as this is one large issue, not a collection of small issues that you can choose which ones you'd like to actually respond to
Final Consumer Response /* (4200, 16, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've traded the car inNow that I'm officially clear of all business with Glenbrook Dodge, I can say what I would to like to freelyI went to an actual dealership that works with customers when there are issuesGlenbrook should spend less time making obnoxious commercials and more time working with their clients to provide actual customer serviceThis is the saddest attempt at customer service I have ever dealt withPlease continue to utilize shady business practices, continue to care more about a few hundred dollars instead of the possibility of future sales, and please continue to put more emphasis on saving face online by blatantly posting information online instead of owning up to poor service and fixing the problemI'm sure making quick sales for low dollars by using questionable ethics seems great up front, but I can assure you that every time someone mentions your dealership, I'll be more than happy to tell this storyAnd in the long run, as every business owner knows, that will cost you more than fixing the problems when they first occurred
Final Business Response /* (4000, 14, 2015/11/10) */
When the vehicle was initially brought in after the sale for a brake issue, the customer failed to mention that he was IN the vehicle with the service technician and nothing was foundThe second time the vehicle was brought in, again the service technician found nothingThe customer was asked to ride along two different times to confirm this however he stated he did not have timeWe were also told that the heated seats were not workingThe customer was told that there would be a diagnostic fee which covers approximately one hour of the service techs timeThe service technician could not locate the source of the problem and further investigation was neededThis was after an extensive period of time not just one hourThe customer was never told there wasn't problemThe customer appeared upset in his response that a diagnostic needed done even though he stated that he is the one who told us about the problemThat is a great starting point however, our service advisors and technicians are working with cars that are mostly run by computersWhat an un-trained and or non-certified person may think is the problem may only be a side effect of a completely different problemThis very reason is why we do diagnosticsThe customer complained that he is paying for a diagnostic and nothing was doneThat is falseThe diagnostic fee is for time spent on a vehicle whether a problem is found or notThe customer is also upset stating that he would be paying more in diagnostics fees than the cost of his service warrantyThe customer has not had to pay anything up to this point as we have tried to work with him and cover those costsThe customer wishes that the "other" issues concerning the service contract be addressedAgain, the service contract was disclosed to himIf the customer wishes not to continuing with the coverage that is his choice
We continue to stand by our original offer: The customer may cancel the extended service contract if he wishesIf he chooses to keep the service contract we will pay one hundred dollars, the customers deductable for a single issueIf the repair is not covered by the extended service contract then we will credit the one hundred dollars towards the single repairThis offer will be good until March 31st,

Initial Business Response /* (1000, 11, 2016/09/21) */
We understand the customers concern with how the buyer's names appear on the contractsWhat many don't realize is both are co-applicantsA joint account is created and as such, both are equally responsible for the loanBoth the applicants
are signatories on the loanThe financial institutions look at a joint account, not a buyer and co-buyerIn the event the loan goes into default, both applicants are subject to collection action that may include garnishment whether residing at one address or separateIn almost all cases, the co-applicant with the strongest credit score will be listed firstOne of the customers concerns is where the loan paperwork and payment information was sentThis can be corrected by contacting the financial institution or, logging onto their website in most cases and simply amending the mailing addressAnother customer concern was that her brother in law was in charge or in control of the loanThis is not the caseBoth co-applicants share the loan equallyShe is correct that the order of names on the contract cannot be changed without re-financing the vehicleAgain, this has no significance since both parties are co-applicants and both equally responsible for the loanThe customer stated that their credit was "hit"Any time you apply for any type of loan there will be inquires on your credit report that may impact itThe customer was also concerned that after cancelling the GAP and extended service contracts her payment did not changeThose purchases are part of the original contract and once accepted by the applicants and signed, the contract is finalCancelling a part of the contract does not change the original terms including paymentThe customer can expect that the cost of the GAP and extended service contract will be deducted from the loan which means their term may actually end sooner since there is less to pay
Glenbrook Dodge presented and fully disclosed the terms of the contract, presenting both GAP and extended service contractsThe applicants were able to accept or reject the entire contract and/or parts of the contractBoth applicants accepted the contract presented as indicated by both signaturesAt this time Glenbrook Dodge will not be offering to accept the vehicle return or make any change or modification to the contract
Initial Consumer Rebuttal /* (3000, 13, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were not buying the car as a joint ownership or co applicantsThe car was only suppose to be in my name, *** ***, were *** ***, my brother-in-law, was suppose to be the co signerHe was not suppose to be on the title or registration at all and isWe ask that this gets corrected

Initial Business Response /* (1000, 8, 2016/05/19) */
We have been in contact with Ms*** and are working on the problems stated in her complaintMs*** has an appointment with our service deptthe week of May 23rd

Initial Business Response /* (1000, 6, 2016/09/20) */
We understand the customers concern with how the buyer's names appear on the contractsWhat many don't realize is both are co-applicantsA joint account is created and as such, both are equally responsible for the loanBoth the applicants
are signatories on the loanThe financial institutions look at a joint account, not a buyer and co-buyerIn the event the loan goes into default, both applicants are subject to collection action that may include garnishment whether residing at one address or separateIn almost all cases, the co-applicant with the strongest credit score will be listed firstOne of the customers concerns is where the loan paperwork and payment information was sentThis can be corrected by contacting the financial institution or, logging onto their website in most cases and simply amending the mailing addressAnother customer concern was that her brother in law was in charge or in control of the loanThis is not the caseBoth co-applicants share the loan equallyShe is correct that the order of names on the contract cannot be changed without re-financing the vehicleAgain, this has no significance since both parties are co-applicants and both equally responsible for the loanThe customer stated that their credit was "hit"Any time you apply for any type of loan there will be inquires on your credit report that may impact itThe customer was also concerned that after cancelling the GAP and extended service contracts her payment did not changeThose purchases are part of the original contract and once accepted by the applicants and signed, the contract is finalCancelling a part of the contract does not change the original terms including paymentThe customer can expect that the cost of the GAP and extended service contract will be deducted from the loan which means their term may actually end sooner since there is less to pay
Glenbrook Dodge presented and fully disclosed the terms of the contract, presenting both GAP and extended service contractsThe applicants were able to accept or reject the entire contract and/or parts of the contractBoth applicants accepted the contract presented as indicated by both signaturesAt this time Glenbrook Dodge will not be offering to accept the vehicle return or make any change or modification to the contract
Initial Consumer Rebuttal /* (3000, 8, 2016/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There not even replying about right customer lol.....see they cant even keep track of of there complaints let alone proper billing!
There is NO co applicate on my loan never was and still isnt! This just proves that they cant keep track of there paperwork or there just creating more lies to create a response to try to make them look good!
And at the end if there refering to the GAP insurance I got back from other loan there was no agreement with anyone that they would get that....I told salesman I was using that money to pay off repair bill on my big truck
So there again there was and never will be any agreement that I owe them *** because they lied on a loan application to make a sell
And there was no co applicate on my last loan nor this loan my brother n law would never co sign for anyone on a car loan so I dont have the slightest clue what there talking about
They really need to get there complaints right before they respond and get there paperwork and billing right and they wouldnt have these problems!
I have documentation and proof of a picture text message I sent salesmen with proper payoff amount so I have legal documents that I have copied and I am sending the paperwork to Indiana Attorney Generals Office today
These people are falsely filling loan paperwork to make sales and coming after customers later I have heard from different people that they have had same problem im not letting Glenbrook Dodge get away with this
It is not right I was willing to walk away cause I told them I didnt have *** down and we had a new vehicle I did not need this headache.....I am gonna go down fighting and letting the whole state and town know what is going on and there allowing there employees do
Final Business Response /* (4000, 10, 2016/09/21) */
We do apologize for the wrong responseWould Mr*** please be willing to attach or email the text/email showing what he provided the sales consultant showing the payoff for his vehicle
Final Consumer Response /* (4200, 12, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is a picture message of the correct payoff that shows your salesmanship phone number and proof that I sent it to him there for no reason to have wrong payoff amount.....and it also shows the message I sent him that says no I'm good I'll sit tight for now which means I didn't want to trade cause he couldn't get deal done without money down!!!

Approximately a week after Ms*** had her vehicle serviced at Glenbrook Dodge, she brought the vehicle back to the dealership and indicated that the warning light she referred to in her complaint had been on since the time of her service appointmentDue to the passage of time, ***
*** stated he did not believe we caused the damage or it would have been identified at the time of the serviceMs*** was not satisfied with this answer and contacted the Service Director, *** ***Ms*** explained her concerns at which time, Mr*** suggested they review the telemetry in the computer - which is essentially a computerized detailing of when warning lights and other electronic events occur - similar to a black box on an airplaneUpon a review of the telemetry, it was identified that the warning light came on approximately miles later at a speed of miles per hour. Based on this information, it appears that a collision of some type likely occurredMr*** offered to review the information with Ms*** so she would know exactly what he was referring to. According to Mr***, she was not interested in doing so. Mr*** also offered to have an adjuster from Ms***'s insurance company review the information and if the adjuster had a difference of opinion as to what likely occurred, we would certainly reconsider our position that whatever caused the damage occurred after the vehicle left Glenbrook DodgeUnfortunately, it is very difficult to ascertain exactly what occurred, but based on the information we have available, it appears it occurred after leaving our location. If Ms*** is interested in having the Revdex.com act as an arbitrator in this matter, we would be happy to cooperate in finding an impartial opinion and act accordingly

Initial Business Response /* (1000, 5, 2015/12/15) */
Contact Name and Title: C*** C.SManager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We sincerely apologies for the delayMs***'s title work has been completed and she is able to visit the BMV at
anytimeIf there are any late fee's associated with her registration she can bring the BMV receipt showing those late charges and she will be reimbursed
OFFER:
If there are any late fee's associated with her registration she can bring the BMV receipt showing those late charges and she will be reimbursed

Initial Business Response /* (1000, 5, 2015/08/24) */
Contact Name and Title: C*** C.SManager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
Ms*** has been in contact with us and her trade vehicle has been paid and her financing secured
OFFER:
At
this time I believe we have reached a mutual agreement and the issues have been resolved
Initial Consumer Rebuttal /* (2000, 9, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 7, 2015/08/25) */
The last response was in errorOur apologiesWe have been in contact with Ms*** and she is scheduled to have her vehicle taken care of "repaired" at our cost

Initial Business Response /* (1000, 8, 2017/02/03) */
We very much understand the customer frustration in this matterThis is a very unfortunate incident we wish didn't happen but it does from time to timeThe customer did not have any of the repair work completed but instead had the vehicle
taken from our lot at her expenseOil change packages are non refundable and non transferable and is specifically stated upon purchaseGlenbrook will have no problem honoring the two remaining oil changes left on her package if she decides to bring her vehicle back
Initial Consumer Rebuttal /* (3000, 10, 2017/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
GLENBROOK DODGE IS NOT TAKING RESPONSIBILITY FOR PROBLEM THAT THEY DID WHILE MY AUTO WAS IN THEIR POSSESIONMY AUTO HAS NEVER LEAKED IN THE PAST UPON THEM CHANGING MY OIL.IT ONLY COULD HAVE HAPPENED BECAUSE THEIR TECHS DID SOMETHING WRONG TO CAUSE THE LEAKI NEVER WANT TO TAKE MY AUTO BACK TO THEM BECAUSE I HAVE LOST ALL TRUST AND INTEREST IN THEM REPAIRING MY AUTO AGAIN.I FEEL THAT THEY ARE UNTRUSTWORTHY AND NEGLIGENTI WANT MY MONIES PAID FOR THE OIL PKG AND MONIES TO HAVE MY AUTO REPAIRED(NOT BY THEM)BUT ANOTHER BUSINESS.THERE IS NO WAY THE HOLE IN OIL PAN BECAME DAMAGED OTHER THAN THEIR TECH CAUSING PROBLEM I NEVER HAD BEFORE.I NEED MY AUTO TO BE REPAIRED BY A REPUTABLE AND HONEST BUSINESS.THIS PROBLEM WAS OF NO WAY MY FAULT! THIS RESOLUTION OR RESPONSE GLENBROOK DODGE HAS FORWARDED IN NO WAY HELPS ME TO GET AUTO REPAIREDIF I NO LONGER WANT TO USE THEIR SERVICE DUE TO SOMETHING CAUSED BY THEM I SHOULD BE ALLOWED A REFUND FOR WORK NOT DONE RESPECTFULLY.THIS IS IRRESPONSIBILITY AND VERY POOR CUSTOMER SERVICE ON THEIR PART.GLENBROOK IS CLEARLY AND BLATENTLY RESPONSIBLE FOR DAMAGE CAUSED.YES, I AM FRUSTRATEDALL I WANTED WAS AN PREVENITIVE MAINTENANCE SERVICE OF AN OIL CHANGE THAT HAS BEEN DONE BY THEM IN THE PASTNOT A *** REPAIR CAUSED BY THEMI AM JUST ASKING FOR WHAT IS DUE TO ME AS A CUSTOMER AND I EXPECT HONESTY AND ACKNOWLEGEMENT THAT THIS CAN BE CAUSED MISJUDGEMENT OF TECH TO PROPERLY INSTALL/REPLACE AN OIL PLUG.PLEASE ADVISE ME ON THE NEXT PROTOCOL TO FILE COMPLAINT OF NEGLIGENCE BY SERVICE DEPT
Final Business Response /* (4000, 29, 2017/03/20) */
While Ms*** is certain that Glenbrook Dodge damaged her vehicle, there is no way to actually determine the responsible partyAny damage to the oil drain plug likely would occur as a result of an oil change which could potentially lead to the advanced wearing of the part that failedMs*** had her vehicle serviced at several dealerships including *** *** *** and Glenbrook Dodge leading up to the part failureAdditionally, the part could have simply failed due to age and wear and tearWith that said, Glenrook Dodge will agree to provide payment to Ms*** for the repairs in hopes that this good faith effort will lead to her deciding to do business with us at some point in the futureThe half of the discounted repair would amount to *** and according to our records, she has unused oil changes for which she paid *** If Ms*** will agree to *** as final settlement of this matter, we will issue a check to herOtherwise, we will attend arbitration
Final Consumer Response /* (2000, 31, 2017/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/25) */
Contact Name and Title: C*** C.SManager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
Thank you for bringing this to our attentionAll advertisements are uploaded with prices based on the MSRP attached
to the Vehicle Identification Numbers that are in our inventory system provided directly from the manufacturerWhen we add accessories to vehicles, we try diligently to make notifications in the description area that those modifications have been made and to contact the dealership directly for the exact priceWe understand that those notifications are sometimes missed which is why there is a second noticeIf you visit the web page you attached to your complaint and look towards the bottom of that page you will see that the very first condition states:
*MSRP is the Manufacturer's Suggested Retail Price (MSRP) of the vehicleIt does not include any taxes, fees or other chargesPricing and availability may vary based on a variety of factors, including options, dealer, specials, fees and financing qualificationsConsult your dealer for actual price and complete detailsVehicles shown may have optional equipment at additional cost
OFFER:
The customer, if qualified, may purchase the vehicle with the additional equipment if he chooses at the price quoted to himAll applicable rebates, incentives and/or discounts will be given to the customer

Initial Business Response /* (1000, 8, 2016/06/28) */
We would very much like to apologize for the actions of our staffThis is not acceptable and has been dealt with internallyPlease excuse our delay in honoring what was promised to youWe will be reaching out to the customer and taking
care of these issues immediatelyWe will be sending the referral fee in addition to the promised tire rotation price as well as a free oil change serviceAgain, we apologize for the delay

Initial Business Response /* (1000, 6, 2017/11/15) */
Unfortunately, Glenbrook Dodge is not the party that can assist Ms. [redacted] with her concern. If, 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 customer. If this occurred, the funds would likely have been sent directly to the lien holder on file. In 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 /* (3000, 9, 2017/11/17) */
I am disputing the [redacted]: Due to I went to my car after ??? it wouldn't start only 2 months old I got a jump drove it home then I tried to go to Walmart same day wouldn't start. Called ???? 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 10 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 home. Went to leave wouldn't start again.
Called dealership claim ???? I was told Glenbroke refuses to work on my care. So I had to take car to Chicago.
The only thing that Glenbroke did was piece my care. I messed with it for 2 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 1/2 away from Ft. Wayne when the accident happend in Goshen, IN
The moment these employee's crashed my car I was put in an upside loan. I 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 /* (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 shipping. We 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 [redacted]@glenbrookautomotive.com should there be any future issues or concerns.
Initial Consumer Rebuttal /* (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 had. Thank you Mr. [redacted] for responding!
My mailing address is:
[redacted]
FORT WAYNE,IN XXXXX-XXXX

Initial Business Response /* (1000, 9, 2015/08/06) */
Contact Name and Title: C. [redacted] C.S. Manager
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 company. The...

vehicle was assigned to a service advisor and service technician. The vehicle was not immediately looked at as we have many customers and make diagnosis and repairs based on schedule availability. When our service advisor spoke to the owner he was told that the vehicle had stalled when it was driven through high water. Our 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 hood. In this condition it appeared that someone had already attempted to look at the engine and diagnose the problem. The service advisor contacted the owner to give them the information and obtain further details that may help further the diagnosis. When 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 fee. Glenbrook Dodge understands the frustration of having a vehicle break down. We are in business to help our past, current and future customers in any way we can. There is absolutely no benefit in removing the sparks plugs to collect a diagnostic fee and lose business for not completing the job. In this case the customer's were rude, loud and verbally abusive over the phone and while on our lot to our staff. Again, 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 vehicle. Instead, we were accused of deceptive, dishonest practices and our staff was verbally abused. Glenbrook will not offer any further compensation or service.
Initial Consumer Rebuttal /* (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 vehicle. I called prior to Glenbrook Dodge and was connect to Justin Reynolds did the work order on the arrival of my van. No other auto repair place look at my van it was towed from site it broke down. My 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 shortly. Justin everytime I called was out or left for the day. I finally got a hold of him on 06/25/2015 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 company. This was insurance claim fix and diagnoses. I was shocked him talking to myself like this so I got my husband on the phone. Justin was one rude and talked to my husband the same way. Saying we know your van has not been drove for over a year and been sitting. We just purchased this van it has not been a year. I 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 van. I 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 fixed. They told us that we still had to pay 102.00 to come remove it from the lot they was not release vehicle without payment. We had no choice and paid the fee. I went to their business to wait on tow company and went inside to get paperwork and receipt I made payment on phone. I 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 rude. They are only place had tow from place where it broke down at. Enclose is tow receipt from place it broke down. I 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 van. My 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 it. I told Justin this was my only vehicle and we just purchased it couple months ago I drive it everyday. So 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 accident. They 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 too. Chris 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 this. But they did they told my insurance appraiser this also I can get you his name and phone number he talked to Brain at Glenbrook. Also 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 too. You can call mechanic up and they explain about the diagnosed of engine by taking the plugs out. These statement from Chris is false and untrue. I 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 here. So 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 false statement either. I have tow copy and my phone video how I was treated on picking up my van. I 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 company. Which 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 van. I want my money back. I want my money back or next step going through Indiana Attorney General office and small claims if I have too. I try to download video on Revdex.com website also where you can see how they treat customers. Maybe 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 year. On 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 /* (3000, 24, 2015/08/28) */
I final got someone on phone to direct me to the Customer service manger called and every time Mr. Brain [redacted] was on the phone or was told to me he was to business to talk in person on the phone. So 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 back. He has not called back yet and it been three days. I will take the refund of 102.20 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 /* (4000, 26, 2015/08/28) */
Contact Name and Title: C. [redacted] C.S. Manager
The refund has been sent. If there are any further problems please contact us.
OFFER:
n/a

Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Name and Title: [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We do apologize for the feelings the customer is having. We want very much to insure that our customers are treated...

extremely well and have a great experience. Unfortunately there are times, usually by a lack of communication or understanding that customers do not feel they have received that experience. At the time of the customers purchase we were unable to verify the trade payoff amount with the bank. Because of that, the sales consultant took the payoff amount stated by the customer and also added money to it. After doing this, it was explained that because we were unable to verify the payoff at that time, if the payoff was less than what the customer or Glenbrook Dodge estimated, the customer would receive a refund. It was also explained that if the payoff was higher than estimate the customer would be responsible for that amount. In either case, the payoff would be verified after the purchase of the vehicle causing either a credit or balance to the customer. Again this was explained in detail prior to signing any agreement to purchase. Most of our customers are fully aware of what their payoff is prior to coming to the dealership.
OFFER:
The vehicle was purchased on April 21, 2015. The estimated payoff was sent to the bank on April 27, 2015. Glenbrook Dodge made a good faith estimate based on information provided by the customer and insured that payoff was sent within six days of the purchase. It was thoroughly explained to the customer, which the customer acknowledged by signing the payoff verification, that there could be a credit and or balance on the account. Glenbrook Dodge explained every part of the process to the customer and will not be offering any compensation or relief of the debt.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reasons I will not accept their response. Most all of it is not true.
1) The sales consultant DID NOT take my estimate and add to it. When he asked me what I thought I owed, I gave him a very rough estimate because I really had no idea. Not all customers have that pay off when they come in. Not all customers are perfect and plan ahead. You all happened to have a vehicle that I wanted and I thought I'd come and see about. That does not mean they company and associates shouldn't do their job.
2) The sales consultant may not have had time to call the day of the sale but could have called for the pay off amount the following morning (common practice). I called my old lender and they do not have a record of any dealership calling in for an estimate.
3) The fact that MOST customers coming in fully aware of their pay off prior to coming into the dealership is a null/void statement. Whether I came into the dealership with that knowledge or not, Glenbrook Dodge did not do their job in getting the pay off amount from my lender.
4) I was told about the verification page that I signed and as I was told this, he told me he would call my lender to get this information and the fact of the matter is this was not done. Everything that the finance person and sales person told me they would do, they did NOT complete.
Glenbrook Dodge does not see any value in the fact that their sales associate had the most disrespectful customer service and treated me very poorly. The finance manager was not professional at all once they got 'caught' not doing their job.
Final Consumer Response /* (4200, 14, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the proposed solution. The reason being, the most I would have owed IF the sales/finance person did their job, would have been $150. If he would have done their job and called to get a real time pay off, and then had 30 days to get it paid off, the $150 could have been the difference, not $700. Again, I don't feel like it is my fault that I didn't come in with a correct pay off amount. It is the job of the finance department or sales person to call and get that, not only for the customer service aspect but to also protect them as a company. Glenbrook does not value good customer service it looks like and that very unfortunate.
IF they would have called, the difference would have been much smaller and I would have been okay with that. Glenbrook did pay off my bank so they could get the title to my car. The time I sent them a copy of the letter from my old lender and the time they paid it off was a very short period of time. I then recieved a check back for $9.48, so had they done their job the first time around, that goes to show that the amount would have been very close to correct and we wouldn't be dealing with this situation at all.
Again, I do not accept their offer.
Final Business Response /* (4030, 19, 2015/07/14) */
Again, Glenbrook Dodge tries to insure that all information is true and accurate. The payoff information obtained from the customer could not be verified at the time of purchase. It was explained to this customer, as it is with all customers where this situation occurs, the payoff could not be confirmed and any difference in the payoff would be refunded to customer or collected from the customer. In this particular case there was an amount owed. The customer was aware of the possibility and signed the agreement acknowledging it. Glenbrook Dodge stands by its offer to credit the customer one hundred fifty ($150.00) dollars.

Initial Business Response /* (1000, 5, 2016/10/18) */
Glenbrook Dodge offers oil change packages at a tremendous value. Oil change packages are non-transferable, non-refundable and cannot be used for other services. These restrictions apply to every oil change package that Glenbrook Dodge Service...

sells. Each customer is made aware of that restriction at time of purchase. It is also printed on the back of the oil change card given to each customer. Because of this, Glenbrook Dodge will not be transferring the oil change package to another vehicle.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive an oil change card when I purchased this nor was I told that I was not able to use it on my other vehicle. Clearly, your procedures were not followed when your staff member sold me the oil change.

Initial Business Response /* (1000, 11, 2016/07/28) */
We are extremely sorry for the lack of communication. I have been informed that these problems have been taken care of. Please, if this is not correct, contact me directly and the situation will be corrected. Again, we are very sorry for the...

frustration.
Initial Consumer Rebuttal /* (2000, 13, 2016/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It still took another 2 weeks for the issue to be resolved but it as finally been taken care of.

Initial Business Response /* (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 /* (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.