Gandrud Motor Company Reviews (18)
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Gandrud Motor Company Rating
Description: Auto Dealers - New Cars, Auto Dealers - Used Cars, Auto Repair & Service
Address: 2300 Auto Plaza Way, Green Bay, Wisconsin, United States, 54302
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Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Of course the service adviser is lying about having the part on May 21stThis really disturbs me that they act like it was my fault it was NEVER fixedThis kind of business will NEVER get me as a customer againI WILL tell my family and friends about this alsoI feel like they are saying I am some stupid female who works nights and misses their callsAlso they told me they don't know where I heard from one of the mechanics that the part had to come from JapanI can print a copy of my phone records if you would likeThey NEVER called me and NEVER would have if I hadn't contacted youI work 2nd shift(2-10:pm)and would not miss calls as I check my phone periodically throughout my shiftI just face the fact that a bunch of liars and fools work there and they should not be in a customer service business Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I reject the response from Gandrud In the reply, no where does Gandrud make mention that the bolt that secures the bumper was never attached by their auto body technician According to B & W auto body, the damage present would be consistent with a bumper not being attached and road wear over time Because Gandrud failed to attach the bumper properly with the bold, the damage occurred I am more than willing to take the vehicle to additional shops to confirm this At the minimum, I would like them to attach the bolt they did not attach and fix damage caused but it not being secured [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Customer [redacted] came in on 1/15/to have part installed We installed part and it failedWe reinstalled the customers old part due to the window would not go up after installing new partWe informed the customer we ordered a new regulator and motor and it would be in on Monday I asked her what would be the best time to reach her to set up an appointmentShe informed me she was done with this and did not want to come backI asked her again, so you are telling me you do not want us to install the new part She said yes that is correctI then informed her we will have parts cancel the order and to have a great day
We received a letter regarding [redacted] and her Toyota CorollaOur service advisor stated he ordered a new window regulator for her on 5/21/at 50,miles and made several attempts to contact her to have it installed and a call was not returnedI talked to [redacted] on 1/6/and scheduled an appointment for her on 1/14/at 1pm to have it installed and she stated the writer did not contact hereI apologized to her and set up the appointmentWe have the correct address and phone number in the systemShe did state she works nights and is not available until the afternoonWe have missed her every time we tried to call since the writers call first thing in the am when the parts here sheet become availableShe is scheduled to come in on 1/14/to have the part installed and we double checked the part has been set aside for her since may of 2014.Thank you [redacted] Service ManagerGandrud Motor CompanyDBA Gandrud Dodge Chrsyler Jeep RamAuto Plaza WayGreen Bay, WI
On 1/8/the toyota corolla was dropped off for repairs due to damagecaused from a deer hitThe vehicle was repaired to the attached estimateThevehicle was returned to the owner on 1/17/On 1/21/the owner wascontacted for a satisfaction surveyThe only concern was it took a little
longer onthe repairs due to the first bumper cover was an aftermarket cover and didn't fitto our quality standardsWe contacted the insurance company and theyauthorized a new factory made bumper cover (o.e.m.)We also informed theowner of the delays and completed the repairs.There were no issues with the new oem coverThe owner had no issues with therepairs at delivery or with the surveyWhen the owner stopped by the shop 7months and 13,miles later on 8/18/our estimator *** looked at thevehi2leHe took photos and informed the owner it looked like another accidenthad occurredThe owner pursued this with there American Family Insagent.American Family sent out a reinspector to look at the vehicleThey also agreedthat the current state of the front bumper was due to additional damage to thevehicle since the repair, not due to faulty repairsPlease see attached photosfrom 8/18/~Although it's impossible to say exactly what happened a fewexamples could be hooking on curb or another vehicle hooking corner of bumper.The remarks from B&W Autobody are incorrectThe fit and gaps will be off whenthe cover is torn from the clip that attaches the bumper to the fenderSometimewithin the seven months and 13,miles after Gandrud initial repairs ,something physically tore the cover causing damageIt is the customers option todiscuss the additional damage with American Family.SINCERELY,
This is in regards to ID ***. The customer reached out to Gandrud Auto Group on Friday April 13th regarding the bubbling on the rear passenger fender The truck that was purchased was a GMC Sierra with miles on it. The warranty from GM
regarding corrosion is years or miles. The warranty for rust-through is years 100,miles. The repair that the customer is requesting is a corrosion concern. In the complaint He states that the vehicle looked “GREAT”. The customer has owned the truck since July of 2017. We live and drive in Wisconsin and as everyone is aware that during winter our streets and roads are covered with salt and calcium chloride. These two components wreak havoc on the aluminum, sheet metal and steel that make up a vehicle. The rust from the complaint started according to the complaint in February of 2018. We never know when the rust will pop through however living in Wisconsin we do know that it eventually will. So as I stated on the phone when the customer called we cannot be held responsible for the current condition of the truck and will not be making the repairs that are being requested. Our warranty on vehicles that are not certified or under the warranty of the manufacture is one month or miles. As of November according to AUTOCHECK the vehicle has over a 100,miles on the odometer
We have received the rebuttal from the customer in regards to ID [redacted]. Gandrud Motor Company has responded in kind to the original complaint and has nothing further to add.
The matter hasn’t been resolved. Why would I be satisfied?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Of course the service adviser is lying about having the part on May 21st. This really disturbs me that they act like it was my fault it was NEVER fixed. This kind of business will NEVER get me as a customer again. I WILL tell my family and friends about this also. I feel like they are saying I am some stupid female who works nights and misses their calls. Also they told me they don't know where I heard from one of the mechanics that the part had to come from Japan. I can print a copy of my phone records if you would like. They NEVER called me and NEVER would have if I hadn't contacted you. I work 2nd shift(2-10:30 pm)and would not miss calls as I check my phone periodically throughout my shift. I just face the fact that a bunch of liars and fools work there and they should not be in a customer service business.
Regards,
[redacted]
We received a letter regarding [redacted] and her 2009 Toyota Corolla. Our service advisor stated he ordered a new window regulator for her on 5/21/14 at 50,296 miles and made several attempts to contact her to have it installed and a call was not returned. I talked to [redacted] on 1/6/15 and...
scheduled an appointment for her on 1/14/15 at 1pm to have it installed and she stated the writer did not contact here. I apologized to her and set up the appointment. We have the correct address and phone number in the system. She did state she works nights and is not available until the afternoon. We have missed her every time we tried to call since the writers call first thing in the am when the parts here sheet become available. She is scheduled to come in on 1/14/15 to have the part installed and we double checked the part has been set aside for her since may of 2014.Thank you. [redacted]Service ManagerGandrud Motor CompanyDBA Gandrud Dodge Chrsyler Jeep Ram2300 Auto Plaza WayGreen Bay, WI 54302
Customer [redacted] came in on 1/15/15 to have part installed. We installed part and it failed. We reinstalled the customers old part due to the window would not go up after installing new part. We informed the customer we ordered a new regulator and motor and it would be in on Monday. I asked her what would be the best time to reach her to set up an appointment. She informed me she was done with this and did not want to come back. I asked her again, so you are telling me you do not want us to install the new part. She said yes that is correct. I then informed her we will have parts cancel the order and to have a great day.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I reject the response from Gandrud. In the reply, no where does Gandrud make mention that the bolt that secures the bumper was never attached by their auto body technician. According to B & W auto body, the damage present would be consistent with a bumper not being attached and normal road wear over time. Because Gandrud failed to attach the bumper properly with the bold, the damage occurred. I am more than willing to take the vehicle to additional shops to confirm this. At the minimum, I would like them to attach the bolt they did not attach and fix damage caused but it not being secured.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Business states that vehicle has been inspected and the insurance representative should have been in touch with the consumer to reach resolution.
Review: I bought a 2009 Toyota Corolla in May 2014 from this place. I noticed after driving it home that the front passenger side window makes a buzzing sound when you raise it up. I called the sales person [redacted] right away. He assured me it would be fixed and made an appointment to bring it in. I brought it in a few days later. They said that it needed a part that they had to order. I was told they would call when it came in. A month passed and no call so I called them. Was assured by the service dept. that it would be in soon and that a lot of these parts were needed. A month passed after that so I called back spoke to service dept. the manager said "we had to order the part from Japan". So, I waited some time and never got a call. I called the sales person [redacted] and said I was not happy that it had been over 3 months and no part. He assured me "this is on us, there will not be a charge". Now it is 7 months later and no call, no part. My phone number and address have NOT changed.Desired Settlement: Repair done at one of the other Gandrud locations, an apology and reimburse me gas for having to drive there (it's over 50 miles away).
Business
Response:
We received a letter regarding [redacted] and her 2009 Toyota Corolla. Our service advisor stated he ordered a new window regulator for her on 5/21/14 at 50,296 miles and made several attempts to contact her to have it installed and a call was not returned. I talked to [redacted] on 1/6/15 and scheduled an appointment for her on 1/14/15 at 1pm to have it installed and she stated the writer did not contact here. I apologized to her and set up the appointment. We have the correct address and phone number in the system. She did state she works nights and is not available until the afternoon. We have missed her every time we tried to call since the writers call first thing in the am when the parts here sheet become available. She is scheduled to come in on 1/14/15 to have the part installed and we double checked the part has been set aside for her since may of 2014.Thank you.
Review: In November of 2013 I hit a deer in Western Wisconsin. I brought my car to Gandrud Auto Body to be repaired. They were having difficulties getting the bumper to fit, they asked me to contact my insurance company and extend my car rental because they were going to have to work on it some more. I did so, they had me pick up my car a little over a week later. The last conversation I had with the technician that did the work made me feel like he wasn't too confident in the repair. I initially didn't notice anything wrong with my car until awhile later I noticed the plastic around the wheel well starting to come loose. I call the body shop and they said ... no problem, next time you are in town stop in and we will look at it. I asked if it was OK to keep driving and they said it wasn't a problem. A couple of weeks later I noticed the seam of the bumper starting to come apart, I mentioned it to my husband and he told me to call the body shop again. I called them and told them the problem and girl told me it was no problem, just bring it in sometime. I work full time so I didn't have the opportunity to take it in that week. When I did take it in, the technician looked at it and said... you must have hit something. I was astounded, I knew I hadn't hit anything. My car is blue and shows every scratch, there were no scratches where the seam is coming apart. He climbed under the car and took pictures and said he didn't see any scratches...he shook my hand and said he would call me. A week went by, no call. I called that Friday and he said he was working on it. The next Friday went by and I called...he was on vacation. The next Friday came, I called....he said he wanted his boss to look at it. He wanted me to come in that following week sometime. I called back and said I could come right then, but that didn't work for him because they were unloading cars. He said he would send the pictures to the insurance company and he would get back to me. The next week came and went and there was no call. I called my insurance agent because I was concerned that they were trying to file another claim. My agent said he would have an adjuster look at it. The adjuster drove to my place of employment and called by husband that afternoon and said..... you must have hit something (said exactly what Gandrud said...word for word). We called our insurance agent back the next day and asked what our options were. I was so frustrated because I knew I didn't hit anything. I told him I would take it to any body shop he wanted me to. He asked me to take it to B&W autobody in Marinette and have [redacted] look at it. So my husband and I drove over there and had [redacted] look at it. He said it was a really bad repair. He said by looking at the headlights that the bumper didn't fit. It stuck out farther on the repair side. He looked underneath the car and said they never even attached the bumper with the screw. The screw was there but it was not even threaded through the hole. The hole was not broken. He said the bumper didn't fit and they couldn't get the bolt through so they just left it. He said it was really bad work. I called the insurance agent back. He said he would escalate above the adjuster who looked at the car. His superior said he would not do anything about it. So... I have a feeling this is an issue with the auto body shop being forced by American Family to use parts they know do not fit. They will not stand by their work because they feel they were forced to use inferior parts. I as the car own and the person that pays for insurance, is left with a car that has a bumper that is coming off...not a scratch on it. Sadly, I had received a letter from American Family saying that Gandrud stands by the quality of their work and that is why they are a preferred repair shop....what a joke. I now understand that means....American Family can tell them to use sub par parts. This has been dragging on for months.Desired Settlement: I would like a refund for the amount of the repair so I can take it somewhere else and get it fixed properly.
Business
Response:
On 1/8/14 the 08 toyota corolla was dropped off for repairs due to damagecaused from a deer hit. The vehicle was repaired to the attached estimate. Thevehicle was returned to the owner on 1/17/14. On 1/21/14 the owner wascontacted for a satisfaction survey. The only concern was it took a little longer onthe repairs due to the first bumper cover was an aftermarket cover and didn't fitto our quality standards. We contacted the insurance company and theyauthorized a new factory made bumper cover (o.e.m.). We also informed theowner of the delays and completed the repairs.There were no issues with the new oem cover. The owner had no issues with therepairs at delivery or with the survey. When the owner stopped by the shop 7months and 13,554 miles later on 8/18/14 our estimator [redacted] looked at thevehi2le. He took photos and informed the owner it looked like another accidenthad occurred. The owner pursued this with there American Family Ins. agent.American Family sent out a reinspector to look at the vehicle. They also agreedthat the current state of the front bumper was due to additional damage to thevehicle since the repair, not due to faulty repairs. Please see attached photosfrom 8/18/~4. Although it's impossible to say exactly what happened a fewexamples could be hooking on curb or another vehicle hooking corner of bumper.The remarks from B&W Autobody are incorrect. The fit and gaps will be off whenthe cover is torn from the clip that attaches the bumper to the fender. Sometimewithin the seven months and 13,554 miles after Gandrud initial repairs ,something physically tore the cover causing damage. It is the customers option todiscuss the additional damage with American Family.SINCERELY,
Consumer
Response:
Review: My 2012 Dodge Caravan broke down in Green Bay (while on vacation) on the morning of July 3rd, 2013. The van was towed to Gandrud, the closest Dodge dealer, around 10:00 am. Given that we were traveling out of town and on our way to Milwaukee, I would have like the van to be looked at sooner than later. In addition, this was the fourth time in 10 months and 3rd time in two months that the van had broken down with the same symptoms.
The service rep at Gandrud said they would try to look at the van on Wednesday (July 3rd). At the end of the day he called, saying he was unable to get to the van but would try to have someone look at it on Friday, July 5th. On Friday, July 5th, the service rep. called me to ask about having the van towed back to our dealer in Saint Paul (at my expense, which I refused). I was also in touch with a Dodge Customer Care Rep., who said she would see about getting the van towed up to Saint Paul. At the end of the day Friday, the Customer Care Rep. called me to say that Gandrud told her they would have no one available to look at my van until Monday, July 8th, 5 full days after it had been towed in. I was told that I could wait and have the vehicle looked at on Monday, or arrange (and pay for) for towing back to my dealer in the Twin Cities.
On the afternoon of Monday, July 8th I contacted Gandrud and was told the van was being fixed and would most likely be ready for pick up by the end of the day. The service technician did not explain what the repair had been, until I asked for specific details. As an additional complicating factor, I was already back in Saint Paul (being unable to wait around in Green Bay for 5 days), which is a full 5 hours away (one way). This created a whole new set of problems for me (to coordinate getting the van back). I was extremely disappointed that there had been no attempt to fix the van on a more reasonable timeline that took the fact that I was traveling out of town into account.
My last complaint about the service at Gandrud is that on Saturday, July 13th, when my husband was driving the van back from Green Bay (to get it home) it broke down again, near Abbottsford, WI. Clearly, Gandrud did not accurately fix the vehicle.Desired Settlement: As a 2012 Dodge owner I would like to be able to rely on being able to take my van in for service at ANY Dodge dealership and be treated as a valued customer, rather than being treated as somebody else's problem. I think Gandrud should relook at how my situation was handled in order to make sure that no one is ever asked to wait 5 days to have their undrivable vehicle looked at and repaired, particularly if that person is from out of town.
Business
Response:
In regards to [redacted]. Her vehicle was towed to our dealership on July 3rd and we were very busy and had several tow in that came in before her van that day and a lot of customer that had prior appointments set already. We did contact Chrysler, due to the van was just in prior with in several days at another Chrysler dealership for the same concern . There are times that Chrysler wants the vehicle back at the dealership that just repaired tem due to it was the same concern. Chrysler was looking into towing it back to the dealership and would reimburse the customer for the tow after it was back at their dealership in Minn. Customer was working with a rep at Chrysler regarding her rental also due to we were only able to collect 1 day rental under their extended warranty that the customer had purchased. I did as the customer about the break down on her way home to see if it was what we had repaired and she stated she did not know what the repair was. I did check with Chrysler and they did not have information about a repair on her way back to Minn. We tried to get the customer in as soon as possible but due to the amount of appointments were already had and he vehicle needed to be looked at by a engine tech we were unable to look at it until the following Monday with the holiday also in there. We did inform Chrysler that we feel the customer should be reimbursed for her rental due to it was just a their dealership prior to their trip. Chrysler agreed but I am not sure why her case was transferred to several case managers and also to the Chrysler Rep in Minn. Sorry for any inconvenience to the customer, but we try to get our customer in the next available spot when they come in for tow in ,in the order that they get towed in . Thanks.
Consumer
Response:
Review: On or approximately, April 3, 2014, my husband did a search on Gandrud's website for a vehicle. We found a vehicle we'd like to purchase, filled out the application for financing and submitted. He later received a phone call from a woman stating that an appointment was made - we were going to be in Green Bay on April 10, 2014 for a medical appointment. She said that was fine. Appointment was for 1 p.m. and when we got there, we were to ask for [redacted]. The vehicle, a 2012 Dodge Journey, would be waiting for us to test drive, [redacted] would have completed paperwork ready. If we were done with our medical appointment sooner, just call or come in early. While we were in the physican's office, my husband received a voice mail from [redacted] at Gandrud. We listened to the message enroute to Gandrud and the message stated that the vehicle we had an appointment with was sold but could there be something else we wanted to look at it. We were completely irrate because of this. We arrived at Gandrud, and a man asked if we could be helped. My husband stated, "We had a 1:00 p.m. appointment with [redacted] regarding a vehicle you sold on us". The man went to ask [redacted] about the appointment and [redacted] stated he knew nothing of the appointment or the car. The girl that gave us the information quit a few days ago. I stormed off to another area to decide what we wanted to do. After 20 minutes, I rejoined my husband and the saleman, [redacted], and discussed what we should do. Against our better judgement, we decided to look at what they had. Naturally, they had a 2013 Dodge Journey - considerably more than the car we wanted to look at - like $5,000.00. We looked at it, test drove it and sat down to negotiate. Of course, there was no nogotiating happening. I liked the safety features of the car and felt comfortable in it. (I had been in an accident 15 years prior so safety is my number one concern). We filled out the paperwork, and left with the vehicle. We fell suckers to their BAIT AND SWITCH SCAM. In leaving and on the way home, we noticed we only had a half tank of gas. I have NEVER purchased a vehicle that was ever not full of gas. We arrived home, my son-in-law looked over the vehicle. He noticed scratches and pits in the hood and fender of the car. When we looked at the paperwork provided to us, it stated that the outside was free of scratches and dents. At this point, my husband checked his emails and there was an email in his email box from that morning reminding us of our 1:00 p.m. appointment with [redacted]. You can't tell me [redacted] did not not know of the appointment. My husband called them regarding this and we, again, drove down to Green Bay (approximately 55 miles from our home) for them to look at it. They said they could repaint it at their cost but we had to make an appointment. I did not attend this initial meeting with them because I was still irate about the bait and switch. He did, however, call me regarding the appointment time and had me on speaker and I complained about the bait and switch, the half tank of gas etc. This [redacted] was there to hear this. His explanation was beating around the bush and STILL denied having an appointment. We went home, (again another 55 miles) and returned to Green Bay on April 23, 2014. They gave us a loaner, which was a cracker box of a vehicle, and we returned on the 25th to pick up the car (again another 55miles or so). On inspection of the vehicle, my husband looked over the paint job which was done poorly. It was not correctly fixed. He stated his complaint to the service manager and we drove over to the dealership to discuss the poor job with [redacted]. [redacted] had someone take the vehicle to put gas in it and while he was gone, my husband discussed this whole situation with him. I, again, walked around the parking lot as I could not face them regarding this whole situation. My husband voiced his opinion about their shady operation, unacceptable paint job, notifying Revdex.com and making sure no one we know goes there. In fact, there was a couple looking at a jeep while he was standing outside talking to [redacted] and the salesman that was with them was trying to tell them the vehicle they were looking at was all wheel drive and it was two wheel drive (they wanted all wheel drive). My husband yelled over to them they should go elsewhere to look at a vehicle. Fortunately, the man in the couple could tell it was not all wheel drive. I and my husband both felt that a discounted price, something thrown in, etc. would have been in order because of #1, being lied to, #2, bait and switch, #3 unacceptiable business practices, #4 poor customer service. I have tried to locate the CEO of the company to complain but have been unable to do so. I also have the book on Lemon Law and am not sure if this falls into that category. From now on, warranty work will be done at another Dodge dealer. I will also be making a formal complaint with Dodge as well.Desired Settlement: We feel that a reduction in price should have been possible due to their lying, inability to follow through on what they told us and unfair business practices. They did get us there with a bait and switch and it wasn't until we were all done that we figured it out. Also, something such as back up sensors or camera (which we did ask them about for their trouble they caused but got no answer) should have also been included. They did give us a tank of gas = wow. After compaining about it. Also an apology and admittance to knowing about the whole appointment would also be fair.
Business
Response:
Company states that the consumer is coming in tomorrow at 10am to resolve the issues.
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.