ComplaintsforGlenbrook Dodge, Inc.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of Transaction: 3/23/24 What the business committed to provide you: Sale of a Grand Cherokee L Limited at the advertised and confirmed price of $******. What the nature of the dispute is: The dealership claimed the price was a mistake. Even after agreeing to charge the advertised price, they added over $*** of charges that were never discussed and not included in the advertised price. Finally, it appears they were attempting to overcharge us on sales tax. Whether or not the business has tried to resolve the problem: The manager never addressed the issue with us at the dealership. I have sent letters to two separate emails and have not received a response. If the issue involves advertising, when and where the ad was seen or heard: The ad was on the dealership website and other websites like CarGurus. Please see attached letter sent to the dealership and supporting documents such as the add and purchase order.

  

  Business response

  04/08/2024

  Mr ****,
       We apologize for any confusion with the pricing you may have encountered.  Glenbrook Jeep strives to deliver the best customer experience possible.  We did encounter an error in which this vehicle was listed with double rebates.  Based on the attached information you provided Glenbrook did honor the sales price of $******.  Next to our online pricing on the attached sheet has our declaimers.  The first disclaimer does state: “Vehicles shown may have optional equipment at additional cost”.   Referencing the numbers sheet you provided it has listed Nanoxide Protection and Nitrogen listed.  This is the optional equipment at an additional cost that the dealership added to this vehicle.  It is up to the consumer if they would like to purchase the vehicle with the added options.  Unfortunately, the vehicle you were interested in has sold, however we do have a few others remaining that we can honor the same pricing with your trade.  Please let us know when you would like to come and look at the remaining models.

  Customer response

  04/09/2024

   I am rejecting this response because:

  Your characterization of the incident is not correct.  While your ad states, “Vehicle may have optional equipment at additional cost,” the previous two sentences in your ad are, “Pricing and availability may be based on a variety of factors, including options, dealer, specials, fees, and financing qualifications.  Consult your dealer for actual price and complete details.” (Emphasis added.)  We did that.
  

  
  We called your dealership and you confirmed the price was $******, with no mention of options. When we went to sign the agreement to purchase, there was a charge for $****** for the options of paint coating and nitrogen in the tires. We agreed to purchase the vehicle but did not agree to the options.  The salesperson talked to the manager and said the manager indicated the price had to include the options since, “they are already part of the vehicle.”  We said we would only buy the vehicle if the price was $******, as advertised. At that point the salesperson went back to the manager and returned to tell us Glenbrook would not sell us the vehicle unless we paid the additional $******.  You did not agree to sell it to us at the advertised price and I would like your response to this part of the incident.

  
  Additionally, I requested an explanation of charges on the purchase agreement where it appears we were being overcharged for sales tax.  Please indicate if the number on the purchase agreement for taxes is correct.

  
  I agree to close this incident as satisfactory if you will sell us a vehicle for the price of $****** with the appropriate amount of taxes charged and with the agreed upon trade-in value.  The vehicle should be acceptable to us with the same trim level and with the same factory options.  If you need the window sticker from the vehicle we were trying to purchase, I will provide it to you.

   

  
  

  

  Business response

  04/11/2024

  Mr ****,

       I am using your attachments for reference in this matter and that is all we can go by.  I see a sales price of exactly what you are saying of $******.  As stated in the online listing you sent additional equipment may be added at an additional cost.  If this was not something you wanted to purchase that is totally up to you as a consumer.  Same for us when a customer sells us a vehicle.  If the deal is not satisfactory to both parties a deal is not completed.  

       Sales tax is calculated by Indiana's rules.  Sales tax is calculated prior to any rebates offered by the manufacture (sales price + fees then figure tax)

   

       I have one remaining Jeep I can do the same pricing on with your trade for you.  I will attach the link below.

  *********************************************************************************************************************************

   

  Thank you

  Customer response

  04/11/2024

   I am rejecting this response because:

  Thank you for your prompt response and explanation of tax charges.

  Once again, your ad states that a consumer should contact the dealer to verify the price and details. We did call and you informed us that the price of the vehicle was $******.  The detail of over $*** in additional charges for options were neither described in your ad nor mentioned by your representative on the phone.  Shouldn't your dealership at that point have informed us that there were over $*** worth of "options" that we were no longer optional and would increase the price of the vehicle?  We made our decision to go to your dealership based on the advertised price as quoted. 

  Keep in mind, Glenbrook brought us paperwork to purchase the vehicle for thousands more than the advertised price, indicating that the ad was a "mistake."  We had to protest to the salesperson before you brought us new paperwork with the advertised price and only then did we learn about the "options" (this was after a complete inspection of the vehicle and a test drive with the salesperson).  Even after being presented with the new paperwork, the additional $*** in charges were not discussed until WE inquired about the charge.

  I'm disappointed that at no point did a manager ever contact us regarding the incorrect advertised price and the lack of information about the "options."  We did not get any explanation from a manager when we were at the dealership and you provided no response to two emails I sent.  The only response I received was when I filed with the BBB.

  Having advertised prices that are incorrect and including charges in the purchase documents that up to that point were not disclosed are serious consumer issues.  I would think it would have warranted personal contact from a manager.  That never happened.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of issue: 3/30/24 Total bait and switch on a deal my husband and I worked on with ***** for two cars. Deceptiveness at its finest and very unprofessional. We drove (with me being 9 months pregnant and ***** was aware of this) to finalize the transactions agreed to prior and upon a 3 hour trip arrive and ***** slowly began to change the deal. He wouldnt provide financial sheets or information at all once. He ran my credit under the circumstances of a deal he was not holding up. I will go out of my way to warn others of this experience because it was awful, unprofessional and disgusting that a business would allow this operation. He also made minor fake details on both quotes (incorrect vin/description) so he could say it was a different car but in reality he knew he was leading to believe and verbally confirming it was in fact the desired car. This shouldnt be a sales practice, total deceptiveness and taking advantage of a consumer. The BBB will also be hearing from us! Watch out for this dealer as the management team stood by this lying salesman and did nothing to write the wrong of my incorrect credit check!

  

  Business response

  04/11/2024

  Mrs *******,

       We are extremely sorry to hear about the experience you had at our dealership.  We work diligently to make sure we provide every customer with over the top service.  As I review your file it appears you were interested in multiple vehicle on our lot and received pricing them.  While we try and provide documentation to make sure all pricing is clear.  Sometimes when the customer is not in the store and multiple vehicles are involved pricing can get confusing as there are different pricing structures on new and used vehicles.  We sent over additional pricing to your husband last week as the other vehicles have sold.  If any of the **************** we have in stock on our lot will meet the criteria of what you are looking for we will make sure we honor the best deal possible for you.

   

  Thank you

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The issue is that I was sold a salvage vehicle.

  

  Business response

  11/27/2023

  Please see attached supporting documents.  **************** purchased his truck 12/20/22.  It is a higher millage older GMC truck that he chose.  **************** had the truck for over a week and came back in complaining of issues to the vehicle he was unhappy with.  To make *************** happy we lowered the price from $15,000 to $13,860 for a savings of $1,140(sales documents attached).  Glenbrook lowered this price in agreeance that **************** would be happy with the condition it was in and the issues an older truck may have.  ************ was to be used to make what ever repairs he felt necessary.  At the end of January *************** returned again complaining of issues with the truck.  We reminded him we had already come to an agreement that lowered the price of the truck so he could make repairs as necessary such as this.  In another attempt to please *************** we agreed to pay for the replacement of his ball joints.  The bill showing there was no charge and the repair was made to ******************* vehicle is attached.  Additionally when *************** purchased his truck he did not have all of his down payment with him but he agreed to return with the money once he was able to get it to the bank.  We are approaching the one year **** since he made that agreement and has yet to pay his additional $214 and stopped answering our phone calls when we tried to call.  After almost one year Glenbrook has help *************** in the thousands of dollars woth of savings and repairs.  At this time Glenbrook has exhausted all funds and we are unable to make any additional repairs.  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 14 March 2021, Glenbrook Dodge did knowingly and/or intentionally sell a vehicle with a known rodent infestation, and attempted to conceal, mask, or otherwise camouflage the issue without advising purchaser before the transaction was completed. The infestation is cause for significant defect to vehicle such that it is covered under comprehensive insurance policies. Glenbrook Dodge or agent thereof did admit fault to selling the vehicle with significant damage, in an act of fraud or deception. On 23 March 2023, purchaser sought remedy from seller in regards to the infestation. On 24 March 2023, the responsible sales person advised purchaser of the extent of the infestation. On 27 March 2023, ****** advised to purchaser that the infestation had been remediated. On 27 March 2023, purchaser advised to seller that the issue had not been satisfactorily corrected. On 28 March 2023, a manager at the seller advised that they had exhausted efforts allowed, because of the incredible deal that the purchaser received for the transaction; a second manager advised that they could explore another option. On 29 March 2023, the sales person advised that the issue had been corrected. The issue is still not corrected at the time of this report. Additionally, the recommended remediation by an independent party was not followed, because of the costs associated.

  

  Business response

  03/31/2023

  Sir,

        We are sorry to hear of this situation.  We are currently working on a solution through a few different vendors.  Also we are currently working directly with you on a solution.  We will continue to communicate directly with you.

   

  Thanks

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service department is a disaster, on 01/11/2022 I paid $1,623.79 in cash for an electrical problem with the Cluster, in March 2023 I had exactly the same problem for which I had already paid a lot of money, on the day 10/03/2023 I left my Durango at 9:30 a.m. to have a problem repaired that was supposed to have been repaired before, and that they would cover it for me under warranty, 12:00 p.m. of the same day arrived and I did not receive no response on my vehicle status updates, I decided to write to ask if my car was going to be ready for same day pickup, and they replied exactly I am not sure yet. I will be reaching out to you once I have more information --*******************. They never responded to me letting me know if my vehicle was going to be ready that same day (Friday) or the next day (Saturday). I was writing to them the next day, and calling them to find out something about my vehicle, they never answered me, I decided to go to the dealer to ask, and they informed me that the service department was not open on Saturdays, and I need my car to work tomorrow Sunday, so I will have to pick it up with my other keyfob and reschedule my service for another day, but due to the department's lack of communication with its clients, I lost 2 days of work and also the problem that I need to be solved is urgent for security of I drive, since I can't see anything on the Dashboard, like the speed at which I'm driving, no security light, nothing about the handling of the vehicle, I can't even see the remaining level of my gasoline, it's very dangerous to drive like this, They must prioritize repair cases, those that are related to driver safety, should be a priority. I also feel cheated since I paid a lot of money for a repair that did not work since months later the vehicle broke down again with the same symptoms and the same problem, for which I paid much earlier

  

  Business response

  03/13/2023

  Hello, First of all I would like to apologize for the lack of communication on our end, we strive as a team to give the best service experience as possible. We did send that text on 3/10/2023 and attempted to call later in the day to update but no ***** answered the phone call and voicemail box has not been set up. We did order a new instrument cluster which is covered under parts warranty through the manufacture. We are still waiting on that part at this current time with ETA of 03/16/2023. On 3/13/2023 we text the customer and called 3 times but no response on either form of communication and unable to leave voicemail as it is not set up. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for an oil change and was instead coerced out of my 2017 Cherokee (mechanic told me the transmission was slipping) and into a 2012 Grand Cherokee Overland on 07.16.2020. I should have known better because the salesman told me I would regret not getting an extended warranty. In May of 2021, my grand Cherokee began overheating at ****** miles. I had the thermostat, water pump, and radiator replaced along with a coolant system flush. No problems for 30 days. On July 5, 2021 my car overheated. I took my car back to my repair shop and was told the thermostat had failed again; replacement and 2nd coolant flush was done. Car was fine until June 23, 2022. Same overheating, the 3rd thermostat was installed. I called Glenbrook to complain and ask about that warranty to which they told me it expired ***** miles ago. Meanwhile, the coolant temp in my Grand Cherokee stayed at 264F until August 9, 2022 when it overheated again. This time I was told the thermostat, water pump and radiator needed replacing AGAIN. Fine, the work was completed. The entire engine failed on October 19, 2022. My local dealership then informed me of a blown head gasket and the need of an entire new engine. Oh, and apparently an oil / coolant leak due to the oil cabin housing being cracked. Why was this not diagnosed or seen beforehand? To replace the engine at the dealership is a minimum of 12k. I financed 30k, still owe 16k, and have barely possessed the vehicle for 2 years. I WILL NEVER PURCHASE from Glenbrook Dodge Jeep again and I will tell anyone I meet to run far far away from c*** JEEP. Not to mention my push to start button was stolen one time it apparently couldnt be towed. They are shady, sell buckets of c*** disguised as a wannabe luxury brand. Love that my 2012 with only ****** died on me in a cloud of smoke emerging from the engine.

  

  Business response

  12/19/2022

  ***************,

       I'm sorry to hear the troubles you are having with your Jeep.  We do recommend a service contract to all of our customers.  With just over ***** moving parts in the engine alone you never know when a repair will be needed.  From our records it looks like you were only back in our service department twice for oil changes over the ownership of your Jeep.  The first time was your first oil change on 9-11-20 and then again on 2-15-21.  In looking at the time line and dates you have provided it looks like the repair facility you choose was not Glenbrook Dodge when your vehicle overheated.  Since it was a year later, after purchase, your engine over heated that leaves a large time gap for something to happen that was not broke during the original inspection.  It also may have been the repair shop you originally took it to have repaired after it overheated may have missed the crack in the oil cabin housing.  ******** cabin housing can be damaged due to the engine overheating.  I am sorry for the damage to your vehicle but it appears this BBB Complaint should be filed against the repair shop and not the selling dealer. I have attached the Carfax report that I referenced to make sure Glenbrook was not at fault for a miss diagnosis and/or *********** your vehicle overheated.  

   

  Sorry again for your troubles 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our van back in July of 2021, while it was still under warranty. We explained to them we were having transmission issues. They took it for a test drive and stated everything was fine. They told my boyfriend (who is also on the van title) that it is very difficult to open up the transmission and wouldnt do it unless they felt it was needed. And they didn't feel it was needed. We asked for a transmission flash, which should have been free. But they tried charging us $250. They also stated our transmission cooling cables were leaking, but did not offer to fix them. They said everything was fine and we shouldnt worry. Well here we are today and our transmission went out. I called Dodge expecting them to help us, as we went in while it was under warranty with our concerns and they refused to help. Or open it up because it was to difficult. He asked why we hadnt brought it back since July. We were literally having the same exact issues with it over the past year that we had back in July. We figured well they said it was ok, so it must be ok as we trusted them. Our warranty is now over, and we are screwed. Weve had this van about 2 years, and we shouldnt be having transmission issues, or being refused to use our warranty. They should have done there job and opened it up when we requested them to look at it. They can test drive it for less than 15 minutes and just automatically know there is nothing wrong? I mean we literally drive it everyday. The people that would know that there is transmission issues would be us. I am very upset and disappointed with the service. I regret ever going there, and ever giving them our money. When we first bought the van we put down $4,000 thinking it would be going towards the van bill, as the salesman said. However, after further review we found that they put $4,000 on a warranty. That they refused to use. I am hoping you can help in any way possible!

  

  Business response

  10/04/2022

  Good morning, I have spoke with ********************* in regards to this concern. Vehicle came in July 14 2021 for the transmission concern. The technician test drove it and did not experience any abnormal shifting but did not of a shift quality update available and also leaking transmission cooler lines see attached Repair order from July 14 2021 visit. Both those repairs were declined by ********************* at that time. ***** contacted us on 9/28/2022 in regards to her transmission now having internal issues and cooler lines leaking still and that the vehicle is at another repair facility here in ***************. I asked ***** to get me her mileage, which she told me was over 108,000 miles because she does have a extended warranty but with that mileage is expired. The contract through US warranty expired @ 105698 miles. ** this time we are unable to assist using her warranty due to her contract being expired. We are willing to assist ***** with pricing of repairs to lessen her expense out of pocket but can not just replace the transmission free of charge which is what ***** requested while on phone conversation. Please let me know if any further information is needed. 

  Customer response

  10/05/2022

   I am rejecting this response because:
  
  Why would we deny service under a warranty we paid $4000 for? They told us the warranty was all included in our loan and then come to find out they took our $4000 down and put it on a warranty. Why wouldn't we use it? They refused to open up the transmission even though we told them there was an issue. They NEVER said we would have to pay out of pocket if they open the transmission and nothing was wrong. Had they offered we would've said yes being that we knew there was something wrong. They didn't do there job and wasn't willing to do there job. It's ridiculous and now we're out $4000 on a warranty they refused to use. 

  

  Business response

  10/06/2022

  Good morning, We did not refuse to use your US warranty contract. In fact, I made a phone call to ** warranty ************** and verified we followed proper procedure and a phone call was made 07/14/2021 on your behalf to check coverage on the software update and cooler lines. Both of the repairs were declined by US warranty as they are not listed for coverage under the Gold contract ***** purchased for $2830.00. As noted on the previous repair order sent, the said repairs were also declined by ***** as well. We here at Glenbrook Dodge are willing to help by completing repairs at *****'s expense but doing so at our dealer cost to minimize her expense out of pocket. 

  Customer response

  10/07/2022

   I am rejecting this response because:
  
  Thats funny because I wasn't there. And I never called. My boyfriend who is also on the title is the one that brought the van in. Lies

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to purchase a jeep Cherokee from Glenbrook dodge after they sold me the jeep Cherokee they had it financed I couldnt give them my driver license because it was expired so they told me to come back on Monday this was Saturday night and Monday I called and I couldnt get my license so I called them back and told them I couldnt get in license it was gonna be a while so they said legally they could not sell me a vehicle without a driver license so I went back and returned it but they wouldnt give me well they gave me my trade-in back a jeep wrangler but the $**** that I put down on the jeep Cherokee they wouldnt reimburse but they said if in 30 days I change my mind they could help me get my license and insurance from other people they know then the **** would go towards a vehicle and I said no I dont want another vehicle Ill just keep my jeep and can I have my down payment back they said no but Id be happy to put it towards another vehicle if I would go back and I said I dont want another vehicle Im keeping my jeep just give me my $**** back they wont do it and then on Monday no it was Tuesday the finance company called me about the jeep Cherokee and I told them I dont have it so I dont know whats going on with that

  

  Business response

  10/14/2022

  *****,

       We are sorry to hear about your issue.  After further investigation it appears there was a miscommunication between your son and my management staff.  ***************** son called in to inquire about our policy for returning a car and getting her down payment back since his mother could not renew her drivers license in a timely fashion.  My management staff informed him we had a completed deal and we could work with her in a couple ways.  He stated she was just upset because her credit rating was keeping her form getting an interest rate she felt was acceptable.   My management staff informed him we could transfer her money down to another deal, like in store credit, that was more acceptable to her liking.  He was satisficed with this and told us him and his mother would be in that Saturday to discuss there options.  Since then we have not heard from either of them until now.  This would have been easily remedied by further communication.  The down payment that was placed down to take the car off of the market was a non refundable deposit.   I will attach for reference.  This deposit will remain available through the end of the year as discussed with the client.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought 2017 Jeep patriot 12/01/2021 I put ***** down I pay 528 a month ok my dealer plate ran out January 15 2022 I told them i wanted a copy of my title for I can transfer my plates well they can t get title from the bank who supposley had it !! Every time I call finace gives me excuses I still don't have a title for I can legally drive I will take a different vehicle as long as I have a title for it My insurance won't pay for a accident if god forbid something happens because I'm driving illegal ????

  

  Business response

  02/11/2022

  ************,

       Thank you for reaching out.  I'm sorry you are having difficulties completing your title work. After further investigation today I found our titling department has been working on your account for some time now.  We received a lien release letter from the bank that was holding the title instead of the actual title.  We have contacted the state titling department and have ordered another title.  According to them your title work should be completed mid next week.  

   

  I would like to speak you directly for further assistance.  Please call the dealership at ************ and ask for *********************.  

   

  Thank you

  Customer response

  02/14/2022

   I am rejecting this response because:
  
  
  

  Customer response

  02/14/2022

  Ok why haven't they called me and tried to resolve this I'm afraid that they will come up with another reason why they can't get a title I would just rather get another vehicle and not have to worry about a title I'm driving a Ilegal and have to pay all these late fees???

  

  Business response

  02/16/2022

  *************,

       Attached you will find a copy, with BMV bar code, of your completed title application.  We finally received the title back from the state.  This was an issue we were working out with them. No further information was required from you to complete this. You may visit any Indiana BMV to compete your registration.  You will have no late fees to pay as any fee for the titling was taken care of.  The only step left is for you to compete the plating of your vehicle.

  
  Thank you

  Customer response

  02/17/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It took them 5 weeks to get our loan papers done with the bank and called us the day they said the deadline was and demanded I contact my work for a employment verification because "they couldn't get a hold of them." ******** from where we had the vehicle that we traded in financed through kept calling us because they hadn't heard from Glenbrook Dodge. THEN Glenbrook Dodge charged our bank account almost $500 without our permission because they didn't have the paperwork for the loan done in time. Within 1 week, the driver seat was broke and within 3 weeks the heater core went out in the new van we got from them. We was supposed to have a warranty but they charged us $300 without even fixing it. Let alone we had repeatedly asked for a 2nd key fob since the day we bought the van. We still do NOT have one. The van is acting up again so we took it to be diagnosed again and the catalac converter, muffler flang and ABS is all bad. The ** has still not returned our phone calls.

  

  Business response

  02/10/2022

  *************,

        I want to apologize for any inconvenience we may have caused you.  As I indicated last week, when we spoke, I would look into the matters of concern.  I have done so and have been trying to contact you via phone since the beginning of the week.  I have left a few messages on your voicemail in hopes of a return call.  I will continue to try and reach out to you.  As you have mentioned it did take us five weeks in order to get your paperwork completed.  We were diligently trying to work to get the information from you the bank was requiring to complete your loan.  With out those documents the bank would not complete your loan, nor permit us to send the payoff to the bank your trade in vehicle was financed through.  That delay caused many set backs to us to complete our portion of the agreement between you and your new bank.  After further review of your account we did find that a portion of your $494 charge was in part to a warranty refund that was issued to you instead of credited towards your down payment.  I have that check and would like to deliver it to you if you are unable to pick it up.  I was informed you were in our service shop a week or so ago for a repair that my management staff did approve and pay for the same day.  If you are having further issues please call back in to the store and ask for me so we can discuss further assistance.  I have left you my contact information on the voicemails on your phone.  

  Thanks 

     *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩