Edmondson T V & V C R Service

Initial Business Response /* (1000, 5, 2016/10/24) */
On September 29th 2016 [redacted] agreed to purchase a vehicle from Glenbrook Dodge. Glenbrook Dodge collected all information from Mr. [redacted] in order to secure financing. Part of the information collected was employment and income. After...

collecting the information, it was sent to the finance company where they completed a verification process. A paycheck stub provided showed a secondary employer dated September of 2016. The finance company rejected the application after determining that the secondary employment was not verifiable. Mr. [redacted] stated that the information he provided was correct and the finance company made a mistake. Glenbrook contacted the owner of that company, not the local manager, in an attempt to obtain clarification. Per the owner, Mr. [redacted] was not currently employed nor had he worked for the company for several months. Glenbrook Dodge makes a substantial investment in the sale of a vehicle pertaining to the actual sale and personnel time invested. This is why down payments are "non-refundable". This procedure is explained to the customers and noted on each receipt given to them. Glenbrook Dodge had a good faith reasonable belief the information provided was correct. Due 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 /* (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 opposite. Hence, 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 Dodge. On the morning of October 18, 2016 at 11:57 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 payment. I had the vehicle back on the lot within the hour. Once 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 refund. It was at that point I was told that worse case scenario, I would receive it by the end of the week ending October 21,2016 and that I would receive a phone call the next day on the status of it. I 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 day. I 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 call. That call never came and I called Mr. Payton three hours later where I was told he was off of work that day. I called the following day, Friday October 21,2016 where I was told by Mr. Payton that a [redacted] was handling the situation and I should speak with him. I was transferred to his extension where I received no answer and left a voicemail. I received no reply at all. I called the next day Saturday October 22, 2016 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 1 pm on that Monday. I 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 payments. At this point I feel I have been misled, ran around, and blatantly lied to on several instances. Once 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 transaction. Even 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 otherwise. I 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 300 it would have been costed [redacted] the amount of my down payment. I initially put down a thousand on September 28,2016 and had I known that the deal was not completed in the first place I would not have put another $750 down on October 14, 2016 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 /* (4000, 14, 2016/11/23) */
As stated prior, Glenbrook made every effort to secure financing for the customer. Glenbrook maintains with all customers that, if for any reason financing cannot be secured do to inaccurate, false or fraudulent information provided by the customer, Glenbrook Dodge can charge that customer daily rental, mileage and reconditioning fees. The customer, not Glenbrook Dodge provided non verifiable information about his income and employment. Glenbrook did return the customer's original vehicle to him. This vehicle had already been sent to our service department for repairs. Again, believing that all information provided by the customer was factual, the repairs were made. The cost of these repairs exceeded the cost of the of the daily rental, mileage and reconditioning fees and the amount paid by the customer. Glenbrook is not seeking or requesting the outstanding balance owed for the service repairs, rental, mileage or reconditioning. Due 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 /* (1000, 5, 2015/09/21) */
Contact Name and Title: C. [redacted] C.S. Manager
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 200S. We are...

extremely sorry for the miscommunication and the less than desirable experience Mr. [redacted] had. At 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 valid. The 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 /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my car has been repoed. I was not informed of any title work being processed.I contacted the bmv.on 9/24/15. and my title work was just released on 8/8/15. 4 months later than was expecting. chrysler received a recipt on 7/27/15 from Glenbrook dodge for a 1000.00 dollars cash. this 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 9/29/15. im holding Glenbrook responsible. I have all my emails,and the recipt that is dated for 5/4/15.we purchased the car on 4/25/15 and owed nothing else.they would not even keep in contact with us or reply back to any emails regaurding. this deal. I will down load all documents when needed to prove what I have said. and what I was told by their finance dept.

Initial Business Response /* (1000, 5, 2017/07/12) */
Previous to this complaint received the customer called into the store. We have since worked out the situation with the customer and she is satisfied to our knowledge.
Initial Consumer Rebuttal /* (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 with. So this Friday I will be returning the car and they are suppose to cut me a refund check. I'm glad they finally called me back and are going to refund me because of the mistake they made.

Initial Business Response /* (1000, 5, 2015/09/01) */
Contact Name and Title: C. [redacted] C.S. Manager
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 changes. Upon...

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 vehicle. After 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 spilled. We are very sorry for that. We did take the customers vehicle and adjust the oil level to the proper amount and cleaned the engine. We 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 $64.95. A great savings considering a single standard oil change would normally cost approximately $40 complete. Two individual changes would total $80. The customer has had two of four oil changes completed and already had a savings over $30. 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 service. These restrictions are made very clear at the time of purchase. At this time Glenbrook Dodge is willing to take the price of the oil change package of $64.95 and refund the two oil changes the customer has not yet received totaling $32.46.
Initial Consumer Rebuttal /* (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 over.... After the second time. I feel there may not be anything else to do ~ as far as I'm concerned. I 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 return. I take prid, no matter what I may do.... Thanks to all involved and I am very disappointed it had to happen anyway.

Initial Business Response /* (1000, 5, 2016/04/19) */
We are trying to rectify the problem with the customers title work. The UPS numbers are not fictitious. The paperwork was sent to Texas after a series of misunderstandings including on the part of the Postal Service. Again, we very much...

apologize and are attempting to resolve this situation asap.

Initial Business Response /* (1000, 5, 2017/11/27) */
Contact Name and Title: Todd [redacted] - Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@glenbrookdodge.com
We have been in on-going communication with Mr. [redacted]. We were made aware of his wheels being bent by this report to...

the Revdex.com. In discussing his situation since this complaint we have come to an agreement with Mr. [redacted]. Even though the insurance company handling Mr. [redacted]'s claim refuses to cover the cost of repairing the wheels and replacing the tires, we have decided to reimburse Mr. [redacted] for the repair cost of the two bent wheels and cover the cost of two tires that had to be replaced due to the bent wheels causing irregular wear. Mr. [redacted] has agreed to this settlement and the reimbursement of said cost is being processed immediately. At the Glenbrook Collision Center, it is always our goal to have completely satisfied customers even when insurance companies aren't so cooperative.
Initial Consumer Rebuttal /* (2000, 7, 2017/11/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After hearing about the Revdex.com complaint, Glenbrook reached out to me and treated me with respect. The reason they weren't aware of the bent wheels was because of their refusal to look at my vehicle and insistence on their work being done correctly. I appreciate all Revdex.com did so I could be treated fairly. I also appreciate Glenbrook Collision for stating they would reimburse me for the issues I had with my car.

Initial Business Response /* (1000, 10, 2016/12/22) */
We understand Mr. [redacted]'s frustration with an unresolved issue. Unfortunately, not every issue can simply be diagnosed and insure a specific issue is resolved the first time. We wish that were in fact possible. There are times, especially...

when it comes to electrical issues, where one area has to addressed before another. Glenbrook did follow the prescribed steps set by the manufacturer in diagnosing the problem. Our service department would have continued to locate the problem and repair however, the customer no longer wished to use our service department. There was, according to the customer, approximately [redacted] in work charged. Glenbrook did reduce that cost [redacted] after the customer stated that he was not at all satisfied and the problem was not fixed. The service manager did speak with the customer and set up a time the following Monday to meet with him and the Service Director. The customer did not come in to meet with the Service Director. The customer received a discount of over twelve hundred dollars for work completed up to that point. Glenbrook will not be making any further refunds in this matter.
Initial Consumer Rebuttal /* (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 needed. This 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 hood. None of these fixed the problem. The 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 diagnostics. They had my truck for over 50 days and it still had the same issue when I drove it off the lot and my pocket was [redacted] lighter. This 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 meeting. Each time I physically went to Glenbrook DOdge, they were unable to contact the Service Director. Upon my last visit to the Service Department I was told that I would be contacted to set up this meeting. Glenbrok 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 /* (4000, 14, 2017/01/13) */
Again, we understand the customer has an opinion on what services and repairs should be made or not made. All of the service technicians working for Glenbrook Dodge perform their responsibilities in a professional manner. In this particular case, one of our most experienced and most qualified technicians was working on the customer's vehicle. This does not show a lack of knowledge but reflects the difficulty in properly determining what was causing the problem. I'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 problem. We do this in order to provide the best possible customer service. Our 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 uninformed. The 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 them. The services performed and recommended by our technician and FCA were in fact authorized by the customer. Even 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 /* (1000, 8, 2015/08/06) */
Contact Name and Title: C. [redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We are very sorry for any inconvenience that Mrs. [redacted] has had in this matter. Mrs. [redacted] did bring her...

vehicle to Glenbrook Dodge for a water leak problem. She 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 dealer. We are unsure why those places did not want to perform the work. Unfortunately, determining the exact location of a water leak in a vehicle can be an extremely difficult task. Even after performing water tests, suggested repairs to an area may not take care of the problem. Because diagnosing problems is not always exact, repair costs, parts needed and time to complete are not exact. At the time this complaint was filed, Mrs. [redacted]'s vehicle was in our repair center for further diagnostics. Our technicians did make further repairs and replaced the door seal on the passenger side front door. These additional repairs and parts were done at no further cost to the customer. Mrs. [redacted] has since picked up her vehicle. She was told to consider replacing all door seals in the near future. We 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 /* (1000, 5, 2015/11/10) */
Contact Name and Title: C. [redacted] C.S. Manager
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 /* (1000, 5, 2017/01/06) */
We understand the customer's point of view concerning what he believes to be an overcharge for services. Glenbrook Collision Center greatly values its customers and extended every courtesy to this customer. When it comes to standard labor...

rates, Glenbrook Collision Center follows a program set forth by the Federal Government. This program, The Motors Data Base, sets average times for specific repairs. This also holds true when it comes to mechanical repairs as well. This keeps service centers and collision centers from overcharging customers, manufactures, and insurance companies. In this case, the Motors Data Base estimated the average repair time to take 2.3 hrs. Because this is a set time, if the technician were to take 4.3 hours to complete the repair he would not get paid the additional two hours. An experienced technician that can complete a repair in less time is guaranteed the minimum time allotted. This 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 road. Our collision center estimator also assisted the technician, with the customer present, to help expedite the repair. The 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 repair. The repair to the vehicle was extremely minor and nothing during the repair would have caused the problem. However, the purchase of inexpensive or non OEM lights can. The customer provided lights that he purchased himself and asked that they be used. The use of the lights and possible problems were explained to him along with the fact there would be no warranty with them. The customer is using HID lights in this vehicle. HID lights need specific input and output voltages and operate completely different that standard lights. If 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 situation. The customer received several discounts because he was a returning customer. The 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 /* (1000, 5, 2016/10/19) */
We understand that finance contracts can be confusing. The customer stated that her vehicle was advertised for [redacted] The vehicle price was [redacted] prior to a [redacted] FIAT rebate. The vehicle was advertised for [redacted] which included...

the FIAT rebate. The buyer's contract shows the base selling price of [redacted] and the deduction of the [redacted] rebate. The customer then used another [redacted] and her trade in, valued at [redacted] as a down payment. There was a service contract and protection package purchased with the vehicle as well. After 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 made. To 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 file. Those copies were returned to us on October 19th by the U.S. Post 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 address. We have also completed the titling for the customer. The customer can go into any license branch and obtain her license plates at any time as the DMV has the information on file. Again, we understand that contracts can be very confusing and we hope that this has helped to explain the process. If there are any further questions we are more than willing to assist.

Initial Business Response /* (1000, 5, 2017/10/04) */
We apologize on the confusion on the additional funds needed to payoff Mr [redacted]'s loan. We already collected enough funds in order to satisfy his loan. The funds have been sent in to the bank and our check has been cleared. We are now just...

waiting for the funds to update at his bank to show the loan closed. We are terribly sorry for the confusion in this matter.

Initial Business Response /* (1000, 8, 2015/05/22) */
Contact Name and Title: C. [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
It's very unfortunate that the customer feels the way he does. Glenbrook Dodge strives to insure every customer and...

their vehicle is taken care of. After reviewing the complaint and checking with our service staff we have determined the following. Mr. [redacted] purchase his vehicle, a pre-owned 2014 Dodge Dart on November 7th 2014. Mr. [redacted] returned stating there was a problem with his blue tooth. We did diagnose it and found that there was a problem with the hands free module. That module was removed, the fuse reset and the module replaced. At that time there was no further problem with the system. He also stated there was a problem with the engine. That to was diagnosed with no problems found. Mr. [redacted] also stated that his passenger [redacted] was slow to operate. A test was performed and found that the window motor had a slightly higher electrical draw on it. The higher electrical draw does not necessarily indicate the motor would cause the slow operation. In both cases of the blue tooth and the window motor, parts were ordered for future potential repair. Mr. [redacted] was told he would need to schedule appointments for those repairs. He stated that he was not sure of his work schedule and would let us know. Mr. [redacted] never scheduled any repair work. Mr. [redacted] was apparently not satisfied and took his vehicle to another certified Dodge dealership. From the maintenance reports available to Glenbrook Dodge, there were no problems found by the second dealership. At the time this complaint was filed, Mr. [redacted] had returned to Glenbrook stating that his engine temperature gauge would rise slightly over the mid normal mark for approximately twenty minutes and then drop to just below the midpoint of the normal range. Mr. [redacted] feels that his vehicle is overheating. This is normal and at no time has the temperature indicator reached critically high or low operating ranges. Mr. [redacted] also stated that the vehicle has stalled three times since his last visit two months ago and that his RPM's are reaching three thousand in first gear while driving. Our technicians diagnosed the manual transmission and found that the clutch had been damaged. Mr. [redacted] was made aware of the problem and that it would not be covered under the factory warranty. It is not covered under the factory warranty due to the fact it has been shown that problems of this nature are frequently caused by the operator of the vehicle and not faulty parts. Mr. [redacted] was not happy with the fact that he would have to pay for the repair and left the dealership. As for Mr. [redacted] complaint of the vehicle being involved in a collision, we have no record internally or through car fax showing the vehicle has been involved in a collision.
OFFER:
We will continue to work with the customer to diagnose potential problems and concerns and make repairs appropriately as covered under his factory warranty or any repairs that Mr. [redacted] is willing to pay for that are not covered.
Initial Consumer Rebuttal /* (3000, 10, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by a salesman when I bought the car the clutch which is now out was covered by the full warranty and that I would not have to pay anything out of pocket. But now that is not the case. They want me to pay almost $3000 for something I was told was covered completely under my warranty. Also the Bluetooth module was never replaced the part was ordered but after the engine issues I did not return for them to touch the car again.
Final Business Response /* (4000, 12, 2015/06/02) */
Contact Name and Title: C. [redacted] Manager
The customer is not completely wrong. The clutch is covered under the factory warranty from manufacturing defects. In this case the damage was cause by unusual wear and tear and not by mechanical or manufacturing defect. This is not covered under warranty. The blue-tooth was ordered as a "possible" future repair as stated in our prior response. When the vehicle left, the blue-tooth was operating properly. Also as stated, we found no engine problems with the vehicle when originally inspected. Glenbrook Dodge has no problems or issues with repairing a customers vehicle. It would not be beneficial to hide or cover up issues. These are repairs that can be made at no cost to the customer keeping them happy and payment is made to the dealership keeping us in business.
OFFER:
Glenbrook has made every effort to diagnose and offer repairs to the vehicle both under warranty and by the customer being responsible for the payment. Glenbrook will again offer to diagnose and repair if needed any issues the customer may have under warranty or by the customer providing payment.
Final Consumer Response /* (4200, 14, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to your corporate office the clutch isn't covered at all. It was only covered for the first 12,000 miles but when I bought the car I was informed the clutch was covered completely. The reason you guys didn't see the engine problem was because I didn't let you guys touch it after that. The blue tooth issues when I left were still happening when I left that first time and had told your service manager that and he said well can't do anything today for that. The part about my car being in accident: they why was there paper work showing my trim and door replaced? Then when I asked what this was because it was not on the carfax I was told "that's not for your eyes". That to me raises questions right there

Initial Business Response /* (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 conclusions. After investigating with the service staff the customer did come in for an oil change. He...

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 up. Our 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 window. There was a car wash completed on the vehicle. Our staff asks our customers if they would like their vehicles washed after service. Many customers do not wish to have their vehicles washed. As a general rule we do not wash vehicles unless we are given permission or a customer asks specifically for it to be done. If there was indeed water inside the car we cannot determine if the weather seals on the vehicle, already with implied window damage, were functioning. Another 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 door. If 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 pieces. A quick check from several online sites shows that unfortunately, this particular vehicle displays this specific problem with no warning. We also contacted the service center where the customer had obtained a repair quote for the window. The 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 change. The customer knew the window was broken prior, which is why we were asked not to roll it down. The customer further indicated a problem with the window by telling a separate service department that it had already been repaired with glue. Glenbrook will not be issuing any type of settlement or payout for the replacement or repair of the customer's window.
Initial Consumer Rebuttal /* (3000, 9, 2016/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Glenbrook is unsatisfactory. My complaint stated that the driver side window was working when I brought my car in to Glenbrook. The window functioned. It rolled down and had to be guided up by hand when rolling back up. This is the exact reason I left agreed upon instructions to not roll down the driver side window. I 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 place. As 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 assembly. This does not discount the simple fact that my driver side window was operational upon arrival and was completely broken before I left their property. I did not roll the window down until I was close to home because it was a cold 11 degrees that day. The fact of the water inside the driver side door proves that the window assembly was broken on Glenbrook's property. I 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 property. In 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 window. At 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 here. The window assembly did not magically just break. Even 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 property. Now the window is wedged up into place without the ability to roll it down. The summer months will be hot. Glenbrook is at fault, with malicious intent to cover the event. Their stance and attitude on this situation exemplifies their arrogance and bullying demeanor. All I wanted was an oil change. Now my window is permanently broken. The only mistake I made was going to this Glenbrook dealership for service. I 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 /* (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 up. There was nothing to cover up. The customer stated in his last reply that the window was fixed with epoxy over a year ago. Why 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 option. The customer again stated that the window was functioning when brought in. If 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 warning. And 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 /* (1000, 7, 2017/10/31) */
Mr [redacted] inquired about the purchase of a Fiat via the internet on September 4th. After several email communications on what he specifically wanted Mr [redacted] visited the dealership. He came in on September the 6th. During his visit he showed us...

exactly what Fiat he wanted and the pricing the dealership had it listed at. Mr. [redacted] had this pricing and pictures pulled up on his personal cell phone. Clearly he had done his research on options, pricing etc. Even though Mr [redacted] didn't qualify for all of the listed rebates the other dealer had listed we reluctantly agreed to the deal. We were very clear nothing else could be discounted or included in the deal with the price he negotiated. Two days later on September the 8th the vehicle was traded to our dealership. Mr [redacted] came in that day to take delivery. Upon his arrival he pointed out some "chips" on the hood of the Fiat. We again reminded him we had no room in the deal to remedy anything further on the car. With his persistence we agreed to have "Perfect Finish" touch up and buff the vehicle. We were very clear on how the process would work. At this point he had not taken delivery of this vehicle. After we told him how we would fix the car he agreed to move forward with the purchase. We completed the paint repair as agreed we would. We also provided a second key to Mr [redacted] as agreed. At this point we have done more that we initially agreed to and feel we completed our deal as agreed.
Initial Consumer Rebuttal /* (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 repainted. They 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 yes. They are attempting to lie their way out of this and I do not accept this response. Brandon Jones heard me state that the hood must be repainted if I am to purchase the vehicle and that was the agreement we had period. I have this documented and he agreed that he heard me state this on the phone and I have two witnesses that listened to the conversation. The hood must be repainted as per our agreement regardless of what shady sales tactic they employed with their lies to avoid doing so. I did not have to purchase the car but I honored my word TRUSTING they would do the right thing. I expect full repainting of the hood or I will seek legal remedy for this matter immediately.
Final Business Response /* (4000, 15, 2017/11/14) */
In closing Glenbrook honored everything we said we would do to repair the vehicle. Never did we say we were repainting the vehicle we always were going to touch up and buff the car just as the "Due bill" states. Thank you

Initial Business Response /* (1000, 12, 2016/06/14) */
We have contacted the customer directly. We were able to explain that with his particular insurance company there were delays in obtaining authorization for additional repairs. In this case Glenbrook Collision completed all authorized repairs...

in the time allowed without any unnecessary delay. The customer is completely satisfied with the the worked performed and we thank him for his patience and understanding.