Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 29th, 2024 I went into Brookfield regarding a car I purchased from them a year ago. I explained to **** who was a 3rd party financial advisor that was there helping us. In brief, **** told us Brookfield would but the car back we bought a year ago and get us into something else. He did just that without paying off the original loan for the car. Now they are telling me I have 2 loans I am responsible for. The head financial *************** or *** is very unprofessional and does not need to be working with the public

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2015 Audi Q7 Supercharged has brakes that lock up (major safety issue). Also condensation from the ** empty's into the vehicle drivers and passenger side floorboards.

• Initial Complaint

  Date:12/06/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising and promotion

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Jeep Grand Cherokee was having several issues so I brought it to this dealership. My warranty company ******** was able to cover the repairs of my transmission of my Jeep back in early May of this year. I have been patient and working with the dealership since they found several other issues at which I asked them to repair a majority of the items need to be repaired. I have had to call several times, they never call me, to get updates in the work and progress towards completion. While I understand the wait time for parts and short staff the dealership informed me they have completed 13 total hours of repairs since March of this year. Additionally they have informed me that I would have to pay for a new battery and the install amount. So I naturally agreed for them to repair it for them to then tell me there is now an issue with Steering lines, brakes, and several other issues. I was informed by a parts distributer for the dealership that they have been using my jeep in the past month to pull parts off of because my warranty would cover the additional broken items. I have also yet to see a full and complete estimate of the repairs, time on repair from the dealership. They originally informed me on 09/08/2023 that they would have my Jeep completed on 09/12/2023. It is now 09/15/2023 and they are not returning my phone calls. I am told the bill out of pocket for me will be somewhere between 4300-5100.00. Even if I do get my Jeep back today I will still have to pay for another mechanic to verify the work they have completed due to their failure to give me an accurate billing or time on repair. Again this isn't with my warranty company but with the dealership completing the repair. If I had received written estimates I would have uploaded them to the complaint.

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2006 Dodge Magnum to Brookfield Dodge to have my engine replaced. Unfortunately, shortly after my engine arrived the service department manager called me stating the that my car had been vandalized, and my stereo equipment was stolen. I arrived and noticed that my car was intentionally parked on the side of an Amazon truck. Which blocked my vehicle from the street view. I also noticed that all of the doors had been unlocked which occurs only after my car alarm is disabled. So why did the culprit break the windows after unlocking the doors and disabling my alarm? It didnt make sense. Then I realized that someone who works at the dealership service department who had access to my alarm remote which is attached to my key had to vandalize my vehicle and steal all of my stereo equipment. Moreover, prior to the incident, someone there had to open my trunk hatch to observe the expensive stereo equipment in the trunk of my vehicle. Moreover, When the ****** *************** officer arrived to take my complaint, he opened my car door and my car alarm did not come on. So I checked my battery but nothing was wrong with it. Someone at the facility disarmed my alarm then the culprit returned and broke the driver door window and trunk window to make it seem like vandalism. I asked the service department manager for video footage but he claims that none of their cameras have worked since he started working there, three months ago. He also claimed that he walked by the service department Friday and didnt notice any damage. Which was very suspicious. Why was he walking in that area, I dont believe he live in this area unless he is staying in the run down motel 6 next door. The manager told me that none of his employees broke into my vehicle. I told him that I disagreed because their service department has my only set of keys with alarm remote. He stated that my keys are locked up in his office. Therefore, hes a suspect also. The manager was very rude and unprofessional, and he was yelling and said, boy if you dont leave I will call the police. His comment seemed very racist. So I called the police instead. The following day I returned to pick up my car and engine because I dont know what other type of damage the culprit would cause to my vehicle or my engine. The manager refused to give me my car and engine so I called the police. The manager told the police that I dont own the motor and that a warranty company owns my engine and that my engine was out of the car which is a lie. I purchased my engine for $5000 and the five year warranty was paid for by myself. The police officer told me there was nothing that he could do, and he claimed that the incident was a civil matter. Which is clearly not true, because I didnt make any agreement with the service department to do the repairs. The service manager made an agreement with my warranty company so how am I liable for payment. Nevertheless, I didnt sign any invoice the invoice was sent directly to ************* warranty department. Therefore, the manager has illegally confiscated my vehicle and engine which are both owned by myself not a warranty company. Moreover, I believe that the manager played part in the theft, and vandalism. Prior to the manager starting work at Brookfield Dodge as their service manager three months ago, there was only one theft in that area approximately two years ago. Moreover, for several years the dealership has had outside cameras and thats what deter criminals. The manager is a prime suspect because he is the only person at the dealership who knows that the cameras dont work, if hes being truthful about the cameras. Im sure that the vandalism and theft was caused by a Brookfield Dodge employee. Because my alarm was turned off prior to the vandalism and theft. Nevertheless, The only item that was visible in my vehicle was my car stereo. My other equipment was in my trunk, and not visible at all.

  Business Response

  Date: 02/24/2023

  We have reviewed ****************** complaint in detail.  We understand his frustration about his vehicle being broken into.  It was parked in a highly visible location underneath a light on our lot.  Theft happens very rarely.  We notified ************** the morning we saw what happened.  We also are very willing to release ****************** vehicle to him as soon as the bill is paid for the services we have performed on the vehicle.  They were authorized and requested by ************** and his warranty company.  We have stopped working on the vehicle as per his recent request, but we still need to get paid for the work we have completed.  The local police reviewed our situation and agreed with our assessment of the situation.  They spoke to ************** as well.

  Our service manager is a very hard working, honest person who happens to be physically handicapped.  It is very unfortunate that ************** chose to demean and make fun of a physically handicapped person.  Our hope is that cooler heads prevail and ************** fulfills his responsibility in this transaction so we can return his vehicle to him as soon as possible. 

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19457118
  
  I am rejecting this response because:
  The respondent response is clearly fabricated. The respondent claims that my vehicle was parked in a highly visible location underneath a light on their lot. Which is definitely false. Please review photos that I previously sent. Those pictures clearly show that my vehicle was placed on the side of an large Amazon truck that blocked the street view of my car, and my car was a distance from the street so that it couldnt be seen while they vandalized it and stole my stereo equipment. Moreover, the respondent fail to discuss who disabled my car alarm system prior to the theft and vandalism. Nevertheless, the respondent claims that my vehicle will be released upon payment from warranty company. Then the  respondent claims that i and the warranty company authorized and requested services that were performed on my vehicle. Which is definitely another false accusation. Because the service department did not make any agreements with me to do any repairs. I didnt receive any estimates nor invoices, and I wasnt notified about any repairs. Therefore, how am I liable? The only person liable is the warranty company. The respondent then claims that the police officer agreed with his assessment of the situation. Which is clearly another false accusation. Because I called the police, and the officer told me that the incident is civil, and that it should be settled in court. The respondent then claims that Im attempting to demean and make fun of a physically handicapped person. His disability is irrelevant to this complaint. However, if the manager is handicapped thats no excuse for him and his supplier to vandalize my vehicle and steal my stereo equipment. Moreover, the respondent then stated that they hope cooler heads prevail and that I fulfill a responsibility in this transaction. I have no responsibility in this matter because I didnt make any agreement with the service manager. Moreover, any agreements made were between the service department and **************. Because I never authorized the work that the respondent claims I agreed to. Moreover, what does cool heads have to do with a handicapped person vandalizing my vehicle and stealing my stereo equipment. Nevertheless, the respondent never claimed that he didnt vandalize my vehicle nor does he deny stealing my stereo equipment, and he believes that hes not liable for the damages. Pursuant to Chapter 6-4.1, of the ***************** post repair requirements. Which clearly states that vehicle damage to a motor vehicle, wherever it is stored in the care or control of the garage keeper is evidence of garage keeper negligence. Therefore, other than the handicapped manager being a thief, he is also negligent and liable for all damages in civil court. Nevertheless, the handicapped manager also fail to discuss the racist remark that he made towards the complainant. The respondent actions and his response is unacceptable.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brook ***** dodge since buying the car Ive had multiple issues with car since purchasing since 2014. They charge me a service fee every time I bring the vehicle in which does Falls under them such as Ive gotten a engine replacement, the back up camera was suppose to be fixed it now displays upside down , issue with the car cutting off in the middle of traffic (which is NOT safe ) and do to them going in and fixing the camera .the heat doesnt work at all and all the whole back up camera and heat work pops on when it wants too .

• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used truck from Brookfield dodge dealership and from the start the problems just started **ming. I did buy their best policy/warranty they had with a100 dollar deductible. I soon learned that the four wheel drive didnt work. Trying to get it in the shop to get fixed. I bought the warranty for the big issues, like the engine, transmission, four wheel drive, brakes and transfer case and such. It took 5 weeks to get a appointment and its going to be 5 weeks they have had my truck. They said they spent the warranty money and needed another 500 dollars to fix the front passenger side wheel hub, I was just told that everything was **vered 100 per cent and they said (*****) if I did not pay he would drag my truck out of the shop and put it on the back lot. If I did not get it asap he would have it towed somewhere. 4 days later ***** told me again he spent all the warranty money on the brakes, that I didnt need, and he wants another 500 dollars. They have had my truck for going on **************************************************************************** for. I was told by 4 employees that everything was **vered and they need a 100 dollar ** pay wich I agree not a **** dollar ****. It states in the motor vehicle service repair ack (act 300 of 1974) that the service department has to provide a written statement saying everything that will be done, what parts, how much are they and how much for labor. Thats the law!!!! I never heard or seen anything from them until they wanted money from me and then threatened in the process. They had plenty of money to do the job they are just doing good people wrong. I made sure I got the right warranty for my truck for the big repairs. Brookfield dodge dealership is crooked as h*** and tell more lies than I can deal with. I want my truck back so I can fix it somewhere else. Please help me. Thank you

  Business Response

  Date: 05/17/2022

  ****************** bought his truck from us over a year ago, and just recently brought it to us for service.  We gave him an estimate of repairs and told him what portion was covered by his *************** Contract.  Most of the repair was covered.  After beginning the work, we found an additional broken item that was not noticeable until the repair had started and the vehicle was taken apart.  We let him know immediately and also let him know the charge to fix it.  He agreed to the repair and we fixed the issue.  The issue we fixed was one of two main issues he has.  We needed to address the seized wheels before we can address the 4 wheel drive system.  We spoke to ****************** in depth on 5/13/2022.  He agreed that the work we did was absolutely necessary to move forward with the 4 wheel drive repair.  At that time he again agreed to pay for his existing repair and asked to us continue the 4 wheel drive diagnosis and repair.  I believe we have offered all information clearly and in a timely manner, and we have not done any repairs or work without ****************** knowledge and agreement.  Further, he has been provided with all documentation of work done.