Greenbrook GMC

I am responding to the response on the case listed aboveThe consumer complaining must realize that she asked us to diagnose her car We did that service for her Our diagnosis was correct She chose to have some one else do the repair We use a multi inspection form mandated by Gm for all service customers We simply complete the multi point inspection as we are required to do She has the right to do any of the recommended items or none They are only recommended by the maintainence manual and computer guides There is no lying involved unless she wants the manual to be considered a liar Recently a consumer had a minor engine repair done at a NJ dealership on a vehicle with similar milesShortly after they had a blowout on a trip She filed a suit against the dealership for not telling her one of her tires had a flaw in it The court ruled in her favor as the dealership "should" have noticed the bad tire even though her repair had nothing to do with a tire This is why Gm mandates we do multi point inspections She paid for the diagnosis as she should She did not want to wait so she chose to rent a vehicle We did nothing wrong She brought her vehicle late in the afternoon on day oneMost of the technicians were already gone for the day By noon the next day we had the dianosis and inspection complete She waited until the next day to take her vehicle Again we did nothing wrongThere is no refund

Complaint: [redacted] I am rejecting this response because the recommendations that were given were inaccurate and confirmed by a reliable business that completed the work that actually needed to be doneThe so called recommendations were not necessary and were items that had been done recently by another business Why base the recommendations on the mileage of the vehicle? If greenbrook is an honest company they would recommend items that they actually looked at and deemed needed, not just guess based on mileage of a vehicleAgain another business actually looked at what greenbrook recommended and confirmed none of it was neededIn response to the alleged phone calls I never received one my cell area code is and not Further I called and spoke to tony at 11:and he advised the diagnostic was not completed on the vehicle and he should have something after lunch The lies this place is trying to get away with are absurd! I called the service dept times with no responseI have no problem getting my cell phone provider involved to confirm no issues, why doesn't greenbrook provide a list of phone numbers dialed that day to prove they called me Regards, [redacted]

Revdex.com This is our response to complaint number [redacted] The customer brought her Gmc Envoy with over 129,miles late afternoon on OctCustomer asked us to diagnose a noise in steering systemAt AM next morning we started diagnosis and a complete vehicle inspection which is part of our processDiagnosis and inspection was complete by noon by a professional technicianThe diagrevealed the problem and repair necessary to to take care of her EnvoyWe as a part of our business do a complete inspection of her vehicle and found several things that we recommended to herThese were not life of death issues but things we think she needed to know about because her car had so many miles on itWe have a copy of our inspection list if neededWe teach our service advisers and technicians to act as if a family member owned the vehicle for safety reasonsNumerous attempts to reach customer were made but her Phone did not accept callsA problem existed in her phoneShe then called our service adviser back and left a message as he was assisting another clientHe then hit redial on his phone and again her phone made a funny noise and would not take his callShortly after her father called and he wanted information on her vehicleWithin an hour she called and said do not do the steering repair that we diagnosed or any maintenance items that the inspection recommendedShe did not pick up her Envoy until the following dayShe could have picked up her vehicle anytime less than hours of dropping off her vehicle for diagnosisShe chose to wait for her reasonsThere was absolutely nothing dishonest about a professional diagnosis and inspection process that all vehicles needThe customer has the right to turn down any work needed and or recommendedThe customer does have to pay for the diagand any rental vehicles they useThe customer now has the advantage to watch the recommended items carefully as some were safety related itemsWe owe the customer nothingThey got everything and more for which they paid

There is much inaccuracies and discrepancies to this complaint filed by the [redacted]. Green Brook Mitsubishi inspects all vehicles at delivery. We have process of inspecting and cleaning every new vehicle we deliver. We also walk around the vehicle with each customer at delivery. John Jr. and...

father were here at that time and there was no damage or scratches on the vehicle. We close at 8 pm each evening Monday through Thursday and 7 PMon Friday and Saturday. They took delivery Thursday night at 8. The delivery process is approximately 30 minutes but this occurs after clean up and inspection. There is much explanation about the operation of the vehicle and paring of phones etc that must take place. This goes as fast or slow as the customer understands the vehicle. John Jr. , 21 years old, caught on quickly and all left the dealership by 8:30. As you know it is still light outside at 8:30 in early August. On Aug. 10 our salesman made a follow up call with our customer to thank them for the business and they were happy with the vehicle with no mention of damage....and again on August 15 a phone call and email was sent and again no mention of scratch or damage. On August 16 the customer was called about their license plates and again no mention of any damage or scratches. Approximately 2 weeks later our salesman, Andrew, received a call from Mrs. [redacted] complaining about scratches on the vehicle and of course said that it had to have happened here as it was too dark to see it. Green Brook Mitsubishi knew from the beginning the scratch and damage did not occur before delivery. But to try and help the customer we asked for her to send pictures of the damage and scratch and this never occurred. When the vehicle showed up later we again inspected the vehicle and saw the damage which did not exist at delivery. We did some work at no charge to remove the scratch but curb damage does not polish away. We offered to let a body shop repair the vehicle at their cost but she refused. She wants us to pay for the damage. We will not do so as the damage happened about 2 weeks after delivery. We are sorry that the car was damaged but it was not at the fault of Green Brook Mitsubishi.

I am responding to the response on the case listed above. The consumer complaining must realize that she asked us to diagnose her car.  We did  that service for her.  Our diagnosis was correct.  She chose to have some one else do the repair.  We use a multi  inspection form mandated by Gm for all service customers.  We simply complete the multi point inspection  as we are required to do.  She has the right to do any of the recommended items or none.   They are only recommended by the maintainence manual and computer guides.  There is no lying involved unless she wants the manual to be considered a liar.  Recently a consumer had a  minor engine repair done at a NJ dealership on a vehicle with similar miles. Shortly after they had a blowout on a trip.  She filed a suit against the dealership for not telling her one of her tires had a flaw in it.  The court ruled in her favor as the dealership "should" have noticed the bad tire even though her repair had nothing to do with a tire.   This is why Gm mandates we do multi point inspections.  She paid for the diagnosis as she should.  She did not want to wait so she chose to rent a vehicle.  We did nothing wrong.   She brought her vehicle late in the afternoon on day one. Most of the technicians were already gone for the day.  By noon the next day we had the dianosis and inspection complete.  She waited until the next day to take her vehicle.  Again we did nothing wrong. There is no refund.

Revdex.com This is our response to complaint number [redacted]. The customer brought her 2006 Gmc Envoy with over 129,000 miles late afternoon on Oct. 31. Customer asked us to diagnose a noise in steering system. At 10 AM next morning we started diagnosis and a complete vehicle inspection which is...

part of our process. Diagnosis and inspection was complete by noon by a professional technician. The diag. revealed the problem and repair necessary to to take care of her Envoy. We as a part of our business do a complete inspection of her vehicle and found several things that we recommended to her. These were not life of death issues but things we think she needed to know about because her car had so many miles on it. We have a copy of our inspection list if needed. We teach our service advisers and technicians to act as if a family member owned the vehicle for safety reasons. Numerous attempts to reach customer were made but her Phone did not accept calls. A problem existed in her phone. She then called our service adviser back and left a message as he was assisting another client. He then hit redial on his phone and again her phone made a funny noise and would not take his call. Shortly after her father called and he wanted information on her vehicle. Within an hour she called and said do not do the steering repair that we diagnosed or any maintenance items that the inspection recommended. She did not pick up her Envoy until the following day. She could have picked up her vehicle anytime less than 24 hours of dropping off her vehicle for diagnosis. She chose to wait for her reasons. There was absolutely nothing dishonest about a professional diagnosis and inspection process that all vehicles need. The customer has the right to turn down any work needed and or recommended. The customer does have to pay for the diag. and any rental vehicles they use. The customer now has the advantage to watch the recommended items carefully as some were safety related items. We owe the customer nothing. They got everything and more for which they paid.

Complaint: [redacted]
I am rejecting this response because the recommendations that were given were inaccurate and confirmed by a reliable business that completed the work that actually needed to be done. The so called recommendations were not necessary and were items that had been done recently by another business.  Why base the recommendations on the mileage of the vehicle? If greenbrook is an honest company they would recommend items that they actually looked at and deemed needed, not just guess based on mileage of a vehicle. Again another business actually looked at what greenbrook recommended and confirmed none of it was needed. In response to the alleged phone calls I never received one my cell area code is 909 and not 908. Further I called and spoke to tony at 11:30 and he advised the diagnostic was not completed on the vehicle and he should have something after lunch.  The lies this place is trying to get away with are absurd! I called the service dept 6 times with no response. I have no problem getting my cell phone provider involved to confirm no issues, why doesn't greenbrook provide a list of phone numbers dialed that day to prove they called me. 
Regards,
[redacted]

The customer's concern with the detail that was performed was unfortunately well founded. Since this incident we have picked up the vehicle from the customer's residence and performed a complete detail under the supervision of the service manager. The vehicle was then returned to the customer and...

the detail was inspected by the customer. The customer was very pleased at the results and is very satisfied with their vehicles condition.