ComplaintsforGlendale Chrysler Jeep

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  recently bought a so called "certified" 2023 Grand Cherokee from this dealership. The salesman assured me he had inspected the vehicle and there were no issues. I was stupid for believing him and not giving it a good look over before completing the transaction and driving away. When I got home and really started inspecting the vehicle, I discovered several small dents and scratches. I also noticed that the interior leather was dirty. I contacted the salesman and he asked me to send some photos, which I did. He asked me to bring the vehicle back in and leave it with them. Nine days later they said it was done. I looked it over and saw that there were still several issues they had not repaired. They claimed that they didn't do it because I had not included all the problems in my photos even though one of the salesmen took pictures of all of it when I dropped it off with the assurance that they would make everything right and give it a "deep clean". They did none of that and refused to go back and make the additional repairs insinuating that I was responsible for damaging the vehicle myself. I will never patronize this dealership to purchase another vehicle or service my current vehicle.

  Customer response

  10/04/2024

  This issue has been resolved with Glendale Chrysler Jeep.

  

  Business response

  10/07/2024

  We have contacted Mr. ******* and are working with him directly to resolve the issues stated in this complaint. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called and verified they had a vehicle in stock. I spoke with 2 different people, both verifying the vehicle was in stock. I advised I will submit a credit application for approval on this ***** 3. They sent me the credit application. Once filled out, they called me back informing me the vehicle had a deposit placed on it, on Saturday (Today is Monday). And then proceeded to try to sell me a ****** Altima. I asked for the manager, and the manager, *******************, called me. I explained whats happening and asked him if this is common practice for their dealership. He then stated he has no idea what is going on, he has several other customer complaints I have to deal with.I asked him why he would call a customer without being informed on whats going on. He then hung up the phone after I informed him how terrible his entire dealership is at customer service. Then he text me and said After our conversation, I am looking at your current Credit situation and I think switching cars wouldve actually been a good idea anyway. This was after he hung up the phone on me.This was an unauthorized credit check. I authorized SOLEY for the 2012 ***** 3, and they ran my credit knowing the vehicle was sold, then called me and attempted to sell me another vehicle.I want them to remove the credit inquiry off of my credit.

  

  Business response

  09/10/2024

  It is common practice of the Glendale Chrysler sales department to send an electronic link to our online credit application when a customer shows significant interest in a vehicle that is available for sale.This makes the buying process more efficient once the customer arrives at the dealership and the customer can be advised in advance on realistic expectations of the vehicle they may be qualified to purchase. When this customer filled out the credit application online and submitted it, his credit was immediately run by Dealertrack, which is the finance tool we use. This online software automatically pulled ************** credit information once authorization was given online.  At the time the customer was sent the online credit application link to complete, the ***** 3 that he inquired about was still available. The customer was notified in advance by the salesman that there were multiple interested parties looking at the vehicle due to the low mileage and price of the unit.
  
  Unfortunately, the vehicle ************** was interested in was sold after he submitted his online credit application.   In a typical buying situation, we send the customers credit information out to financial institutions for loan approvals, but we did not in this situation since the customer notified us that he was upset about the vehicle that was no longer available. As the used car market continues to be competitive, especially for low mileage affordable vehicles, as this customer was in search of, the process for buying tends to have to move much faster than the customer is comfortable with. We offered to help this customer find a comparable vehicle that would meet his needs, but did not pursue any further credit action since the customer did not respond to that offer.
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2021 jeep wrangler rubicon in Oct '22. I had the vehicle for only a few days before I noticed there was a dent and taillight damage. They gave me a Jeep Compass as a loaner. A week after I got my vehicle back and upon turning it on, the windshield cracked. Then my check engine light came on and their diagnostic said that I needed a valve replaced. A month later my dashboard gave me every notification possible. They ran diagnostics again and I was notified of recall issues. My screen/dashboard has still been glitching out. They said another valve needed replacing. They said they would have the vehicle until Jan '25.

  

  Business response

  12/13/2023

  We currently have this vehicle at our dealership being repaired. The issues the vehicle came in for have been diagnosed and parts have been ordered. The current estimated arrival time of the part needed is 12/18/2023. The service advisor *** has informed the customer of this. All repairs will be covered under the vehicle warranty and the extended warranty the customer had purchased. A rental vehicle is being provided at no charge to the customer while repairs are being made. With the vehicle purchased preowned and having 42079 miles, it does not qualify for repurchase. We do want you to be happy with your vehicle and are making every effort possible to get your vehicle fixed correctly and efficiently. I am always available by phone or text if you have any questions and can be reached at ************. Thanks *****

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2016 Jeep Wrangler in on Oct 2nd to address an issue with my ABS brakes. I was not given a loaner vehicle. It was determined a sensor had gone bad. The shop also stated there were multiple leaks on the vehicle. My 3rd-party warranty agreed to cover the bad sensor as well as the timing chain cover leak. I picked up the Jeep on Oct 9th and paid the $100 deductible plus the cost of some additional maintenance items, including a tire rotation and balance. Driving home the Jeep began to overheat. This was not an issue prior to bringing in the Jeep to fix the ABS issue. I tried contacting ****, my advisor, but he did not answer. I left text messages and a voice mail. I had to pull off the highway and drive the car home very slowly with the heat on. On Oct 10, the dealership sent a tow truck to bring the Jeep back to their shop. On Oct 11th they provided a loaner car. Later on the 11th it was determined the Jeep needed a new thermostat. There was no charge. I picked the Jeep up on Oct 12th. Driving home the Jeep did not overheat, however, this time the Jeep began to shake erratically. Again, this was another issue that did not exist prior to this most recent visit to Glendale. My wife and I spent the next few days going back 'n' forth with people at Glendale. Meanwhile, we continued to experience extremely obnoxious shaking while driving the Jeep. It was especially violent when after hitting a bump at highway speeds and or turning. *****, a service manager at the time, told my wife it was likely due to uneven wear on our tires, but she had questions my wife was unable to answer. I tried calling ***** multiple times, only to eventually learn that she was no longer with the company and ***** took over her role. ***** told me to bring the Jeep back on Oct 25th. I brought it in on the evening of the 24th. ***** provided a rental, but only after further discussion did he agree to waive the rental fee. He said the fix should only take 1 day. There was no communication on Oct 25th. On the 26th, **** called and said the repairs would be over $2k. I asked what my warranty was covering. He did not believe a car with this many miles could even have a warranty. At 3:00 PM on the 26th someone texted and said the warranty company was closed and I would be responsible for rental costs over the day ***** waived. I stated I would not be paying any rental costs as the car is back in the shop again for issues that did not exist previously. I asked why the warranty company had not been contacted all day Wednesday, Thursday or even earlier on Friday. The rep responded that he was not in the office for the last 2 days. Why was I told my Jeep would be fixed in a day then assigned to someone out of the office for 2 days? Regardless, I filled up the loaner with gas, parked it in front of my house and put the key in the mailbox and told them to come and get it. I received no further correspondence. It was not until Nov 2nd that they finished fixing my Jeep. The repairs were covered by the warranty, but there is a balance left for the loaner of $480. Additionally, my vehicle is not fixed. The shaking is still an issue. I sent multiple text messages asking if my Jeep was test driven and have not received a response. Dealing with Glendale is extremely difficult. Communication is poor and inconsistent, there is limited organization and resources are not well-assigned to vehicles in the Service Department. Most importantly, my Jeep developed new issues after each visit to this dealership. Something that should have been a simple fix has turned into a month-long nightmare.

  

  Business response

  11/08/2023

  Glendale CJDR originally inspected the vehicle on 10/02/2023 at 100,543 miles. We resolved the concerns it was brought in for and performed some additional maintenance. The vehicle did experience an overheating concern due to a failed thermostat. The failed thermostat was not related to the previous repairs. It was previously replaced at **** ******** Chrysler and was under a parts warranty. We were able to get the part replaced under the parts warranty. This was at no cost to the customer, and we provided a no cost rental vehicle while the repairs were being made.

  The customer called back and left a voicemail for ***** about a steering oscillation issue. Our service manager ***** *****, received the forwarded voicemail, reached out to the customer and set an appointment. The customer stated that he would need a rental vehicle, but at no time was it promised that it would be at no charge.

  When the vehicle was dropped off on 10/24/2023, the customer asked if we were covering the rental car charges, because we caused this concern. ***** explained to the customer that we performed a tire rotation, if that was causing the issue, we did nothing but move the front tires to the back and back tires to the front. The tires do have substantial wear and do need to be replaced. The customer declined replacement of tires on both visits. ***** agreed to cover 1 day of loaner car while the vehicle was being inspected.
  

  We found several tie rods worn, which can contribute towards a steering oscillation concern. These components were simply worn out due to the age and mileage of the vehicle. This condition was not caused by rotation of the tires. We attempted to reach the customer’s extended warranty company and they were difficult to reach. We received a message stating that they were closed due to having a staff pizza party and would not be back in until Monday. We informed the customer, and the customer became upset and stated that there was no way he was paying our ridiculous rental prices and stated we could come pick up the vehicle. We received authorization from the warranty company for replacement of the worn tie rods, but not for the additional cost of the rental vehicle. When the customer picked up, they refused to pay for the rental vehicle but did pay his $100 deductible for the vehicle repair. 

  The next step to resolve the steering oscillation issue is to replace the worn tires. The customer has declined tire replacement twice. Again, there is nothing Glendale is negligent in. We did not cause the tires to wear.  This is normal wear and tear on the vehicle, no incorrect repairs or misdiagnosis were performed. 

  Customer response

  11/09/2023

  Complaint: ********
  
  I am rejecting this response because:
  The tires do not need replacing and that was never recommended. I am attaching each of the receipts I was given from the 3 visits to Glendale. If applicable, any recommended maintenance/service would be included on the receipt if the customer elects not to have it performed. This is common practice at any dealership or general automotive shop. You will not see any mention of tires being recommended on any of the receipts.
  On the second page from the first visit, #2 states "Rotate Tires and Inspect Tread Condition". It would normally be at this point where you would see a recommendation for new tires if there was an issue, but clearly you do not. Glendale did call and suggest that I have my transmission flushed (#5), the fuel induction serviced (#7) and the fuel injectors cleaned (#8). Everything they recommended, I agreed to have done at my expense, not the warranty. Again, if there was any mention of needing tires, it would have been on the receipt. You can read through the receipts from the 2nd and 3rd visits. Again, there is no mention of needing tires. On the 3rd visit, you will even see that a multi-point inspection was performed and there were no recommendations from the inspection. The comment that we were told to replace the tires is completely false. More importantly, tires do not wear while sitting at the dealership. The car was just driven almost 1000 miles from Charleston to St. Louis and had no issues. It had no issues the first couple weeks in St. Louis. The violent shaking only started after getting the car back from Glendale after the second visit. We weren't able to get the car to a fast enough speed after the first visit because of the overheating issue, so the shaking did not present itself at that time.
  Additionally, we are rejecting their response because on the 3rd visit the car was dropped off on a Tuesday evening. Glendale did not attempt to call the warranty company until 3:00 on Friday afternoon, 3 days later. It is very possible the warranty company was having a pizza party at that time. That's not unusual for a Friday afternoon at any place of business. Why didn't Glendale call on Wednesday, Thursday or Friday morning? ***** informed me this would only be a 1-day job, but he assigned the job to someone who was out of the office on Wednesday and Thursday and then tried to charge me for using one of their loaner vehicles while my car sat at the dealership receiving no attention whatsoever. This is poor resource management and if he made a mistake of not assigning the account to someone who was actually in the office, that is not an issue I am paying for. That is when I told the advisor the loaner would be sitting in front of my house for them to take, but they never did. I did not drive the car anymore until I had to deliver it back to them the following week when my car was finally finished. What was supposed to be a 1-day job turned into an entire week.
  The car still shakes erratically. There has been no improvement despite the work they claim to have done. At this point, we would like a refund of $2500 for the recent suspension work and we will take our car to another shop.
  
  
  Sincerely,
  
  ***** ********

  

  Business response

  11/10/2023

  ***** has spoke with customer and has agreed to reinspect the vehicle and tires, test drive vehicle and offer advice towards final resolution of the steering oscillation and/or vibration and shaking concern. We are available for the reinspection next week. Waiting to here from customer on when they can bring the vehicle in.  

  Customer response

  11/15/2023

  Complaint: ********
  
  I am rejecting this response because the issue is not resolved. My wife has left a msg for ***** to schedule another appointment. This will be the 4th appointment in the last 60 days. The dealer has collected around $7000 to this point and the car is running worse than before it went in the first time. We're not willing to spend more. The last $2500 was supposed to fix the shaking. Once the shaking is resolved, we'll consider accepting the resolution.
  
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the evening of September 17, 2023, I had my 2020 Jeep Grand Cherokee towed back to the Glendale Chrysler Jeep dealership located in *********, **. due to numerous warnings appearing on the dashboard arriving less than 5 minutes after I had left work. When I went to pull into the nearest parking lot, I heard a loud screeching that sounded like a huge crash under the hood and shortly thereafter I received an "engine overheating" message. This was not the original reason why I had decided to pull over. The dashboard messages previously were my original cause for concern. I waited a few minutes to see if the "engine overheating" message would turn off. It did not, so ultimately, I called AAA to have it towed back to the dealership. On Monday morning, approximately 9:30AM I arrived at the dealership to inform them that my car had been towed there after their working hours the previous evening and that I would like to speak with someone from their service department about the issue. The man that I spoke with was rude, unprofessional, and did not help in any way. He was very **** and only said "it's 99 dollars a day for a rental and they wouldn't be able to even look at the car until mid-Nov." He did not ask my name, the issue on my car, whether it was under warranty, or ask any follow up questions. So, I decided to call a local mechanic to see if someone could at least look at the issue that day and that way I would know how best to proceed. Gateway Tire was able to get me in that day, so I had it towed to the mechanic. Gateway Tire did a diagnostic and showed me a plethora of issues. The cost of the problems resulted in a $1200 fix. I had to come out of pocket for this as the service department at the dealership was unhelpful & customer service informed me, they would NOT honor my warranty as I went to a mechanic & not the dealership. My warranty is good until 2026 & I have only had this car for 6 months. Repairs completed and car returned 10/12/2023.See attachments

  

  Business response

  11/08/2023

  We at Glendale CJDR are sorry that we were not able to immediately inspect your vehicle for the concerns you were having. We are scheduling appointments out a few weeks, but in emergency type situations, we will offer for you to drop off the vehicle with us and we will attempt to work the vehicle into our schedule as soon as possible. Your warranty is not provided by Glendale CJDR, it is provided to you through Jeep themselves (powertrain warranty) and Mopar Vehicle Protection (Certified Vehicle Warranty).Normally a water pump replacement would be covered by the powertrain warranty,but the repair is required to be completed at a certified Jeep dealership. I would suggest contacting ****************** at **************. A Jeep customer care specialist can investigate the circumstances and you can request a case to be made to be considered for reimbursement directly from Jeep. This is a decision that is made by Jeep, not Glendale CJDR. 

  Customer response

  11/17/2023

  I filed a complaint with BBB back on October 27th regarding (ID # ********- Glendale Chrysler Jeep). I received an update today stating that my complaint has been closed due to a response not being confirmed as the complaint has been resolved. Well the complaint has NOT been resolved because I never received a response from the business. They never called, emailed, or responded to this complaint in any manner. So, moving forward, I want this complaint REOPENED and I would like a response and a monetary resolution regarding my complaint. I would also like to note that I rate them a 1 star rating if a 0 is not optional. This business is unprofessional and rude when assisting its customers. My car was severely damaged as I stated in the original complaint and I had to come out of pocket because of their refusal to honor a 2026 warranty. This is unacceptable and if this continues to remain unresolved with the business, I will look into getting an attorney.

  I would also like to note that despite them stating "in emergency situations they work with the customer" they did not in this case. The employee that I spoke with did not offer any of those solutions stated NOR did he inquire about the seriousness of the issue. Now, I am out of warranty because I didn't take it to a certified Jeep dealership because the employee that I spoke with did not offer any of that information to me nor did he help in any manner. I am in this predicament because of the original poor customer service and they should absolutely be ashamed of themselves and how they are proceeding to continue with this issue. I would like to continue this up the proper chain of command and channels so that a monetary return of $1200 can be reimbursed to me.

  

  Business response

  11/17/2023

  Glendale Chrysler Jeep Dodge *** has responded to your complaint and provided the number to call to seek reimbursement. As previously stated, your warranty is provided by ****. As with any warranty, there are provisions and requirements for the warranty to be honored. One requirement is that all repairs are diagnosed and performed at a certified Jeep dealer. You can call the number we provided ***************) and start a case with a Jeep customer care representative. You can present your case and asked to be considered for reimbursement. It will ultimately be ****'s decision for reimbursement as they are the ones that have provided the warranty. The case must be started by the consumer, we cannot start the case for you. IF you have any questions or need advice about the process, I can be reached at ************. Thanks, **********;

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Glendale repaired my son's car engine, it was replaced under warranty on 11/23/19. While under warranty on 9/26/22 the new engine #7 intake lifters collapse. The engine was repaired on 10/25/22. We did not receive any warranty paperwork although my wife called to request it from ***************************. On Oct. 11, 2023 the truck stopped, we had it towed back to Glendale. My wife called and my son called to inquire about the truck. Each time they were told the person ***** was with a customer and he would get back with them. No one ever called back. I called on 10/16/23 talked with ***** about the situation. He said he was not sure if the parts were covered, he had to check. I asked him if it wasn't covered how much would it be. He told me I would have to pay $309.81 for them to check the oil control valve and if he could tell then he would have to check the oil pan and because it's an all day job I was looking at approx $1561.00 for them to find out if the warranty would cover whatever is wrong with it. ***** was going to check on it being under warranty and get back with me. Several days went by without him get back with me. At this point we are thinking that they are running the clock out because it would be a year on the 25th of Oct.I finally called and talked to ***** the shop manager who said he would check into it. He had someone from the shop to call me a short time later and said it was not under warranty. We decided to have the truck towed to another shop because Glendale was not coopperaring in good faith. They should repair the truck because it's hasn't been a year. They did not give us any paper work saying that it was not cover or only covered for any period of time.

  

  Business response

  11/08/2023

  *** engine on this vehicle was originally replaced on 11/23/2019 at ****** miles under a service contract.  *** engine has a 3yr, *******-mile warranty through *****. *** warranty expires once the three years is reached or if the vehicle exceeds ******* miles. *** ***** warranty on the engine expired on 11/23/2022. ***re was a lifter repair made on this vehicle on 10/25/2022 at ******* miles. It was covered under this engine warranty. This repair does not extend coverage, coverage is still based off the original install date and coverage period. Being that the customer declined any diagnostics, or repairs, we are unable to repair or work on this vehicle. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  6/22/20 Leased I Jeep Wrangler from Glendale Jeep. Our 4 lease is up on May 22, 2024 so we have started to look at our options (buy or lease another vehicle or keep this one). We visited 3 or 4 dealerships and found out that we would owe an additional $6,000-$15, 000. I have leased 5 other vehicles and have never had this happen. So we went back and looked at our contract. At the time of signing we did not fully understand all the terms, we were rushed into the paperwork, signed it, and then found out we also would owe mileage overage, which is normal, however, the reason we purchased from here was we were promised that the vehicle would not be sent back to the leasing company. All of a sudden that changed. In addition, I realized that they increased the price of the vehicle by about $14,000, which made our payments high. Also, we are making payments on the full price of the vehicle. The reason I have leased in the past was because you should be paying on the 3 or 4 years not the full price. The dealership is making $16,000 off of our lease. All we are asking for is to break even and return this vehicle so we can move on.

  

  Business response

  10/20/2023

  Glendale CJDR has tried to reach out to the customer with numerous calls and emails but have not received any response back from ******* *****.
  We’d be happy to talk to ******* ***** to try to resolve the matter. However, if ******* ***** has an issue with her lease contract, that is something she needs to talk to ******* **** about as they are the lessor/bank. You cannot just terminate a lease whenever you wish to and not owe anything. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It started by having a lease with them for 3 years. There would be sales tax, etc I would owe $2500 due immediately but he said if I would get into a new lease I would only have to pay $400 approximate dollars at that time. The only thing was that I didn't want to stay in the lease. I asked questions and what I was told was completely incorrect. I would like for them to honor what would happen when I turned in the lease

  

  Business response

  08/29/2023

  *** ***** leased the vehicle he is referring to through us in April of 2022.  This was at least the second vehicle he has leased.  Both leases were through ******* ***** ****.  He traded in his previous lease for the new vehicle he leased in April of 2022.  He informed the salesperson that he no longer wanted to make the payments because he wanted to save money in early June of 2023.  He was informed when he dropped the vehicle off at the dealership that it would be considered a volunteer repossession and that it would affect his credit negatively.  After he dropped the car at the dealership, ******* **** was informed he had given up the vehicle.  This all occurred in early June.  At no point was the customer told he could turn the vehicle in at any time without any repercussion.    The Lease contract says he is responsible for 72 payments which he stopped making.  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Glendale Chrysler Jeep Dodge Ram regarding the purchase of a vehicle that had several undisclosed defects, the dealership's failure to repair the vehicle in a timely manner, and damage that occurred to the vehicle while in the dealership's care. I purchased a vehicle from Glendale Chrysler Jeep Dodge Ram on 09/27/2022 only to discover several defects after driving the car for a short period of time. I brought the car back to the dealership for repairs, but the process was extremely frustrating and disappointing. The dealership took longer than 30 days to repair the vehicle, despite multiple attempts on my part to contact them and obtain updates on the progress of the repairs. When I went to pick up the vehicle, I was informed that it had been hit by a tow truck while in the dealership's parking lot. I am extremely disappointed that the dealership failed to properly protect my vehicle while it was in their care. Furthermore, the dealership has given me a runaround about the repairs and has not been forthcoming with updates or answers to my calls. This lack of communication and poor customer service is unacceptable. I demand that Glendale Chrysler Jeep Dodge Ram take immediate action to rectify this situation. I expect the dealership to promptly repair the damage caused by the tow truck and ensure that the vehicle is free of any and all defects. I also request that they provide me with regular updates on the progress of the repairs and that they do not charge me for any further repairs or services related to this matter. If the dealership does not provide a satisfactory resolution to this issue, I will be forced to take further legal action. I urge the Better Business Bureau to investigate this matter and ensure that Glendale Chrysler Jeep Dodge Ram is held accountable for their poor customer service and failure to fulfill their responsibilities to their customers. Thank you for your attention to this matter.

  

  Business response

  03/14/2023

  Our service manager, ***** *****, had a sit-down conversation with the customer and discussed the issues he was having and apologized for the lack of communication. The vehicle has been repaired and the customer has picked up the repaired vehicle. We have done what was requested of the customer and there are no further issues that we have been advised of. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Jeep Wrangler for service at Glendale Chrysler Jeep (immediately followed by my Chrysler van) to address very specific issues. With respect to the Jeep, I authorized repairs for all issues including those discovered in diagnostics which I also paid for and the bill came to approximately $6800. With the van, the total was much lower but I was quoted $3500 to fix the faulty seat, which I declined. Two days after receiving the Jeep back, I noticed signs of gross negligence. A large plastic cover was entirely missing from inside my engine compartment. It was returned only after I demanded it back -- the dealership had no problem finding it discarded in their garage. I also noticed that other parts had been broken by them and simply zip tied together. They were inexpensive parts (so presumably a dealership could have fixed it easily enough themselves) but I did NOT want to insist that they fix it because I didn't trust them after such terrible work. So I ordered the parts and replaced them myself. Then almost immediately other issues began that never occured before and I don't know whether they are directly related. I brought the Jeep to another Jeep dealership, which fixed some issues but noted that others were directly related to recent repair that they could tell had been done by a professional very recently and suggested I ask them to fix it because as they said, "any reputable dealer will guarantee their work". They also fixed my van for only $350. I contacted Glendale and after weeks, a service manager contacted me to apologize and offered to correct the issues. Since then, he disappeared and now it seems he no longer is employed there. I've tried repeatedly to reach someone else over the past two months, but nobody seems to respond. The mention of the van seat is important here because if that was so outrageously high priced by Glendale, I suspect that my 6800 price tag even if it had been good work might be equally outrageous.

  

  Business response

  01/11/2023

  We have reached out to the customer directly at the phone number he provided to the BBB. At this point, we have not heard back from the customer.
  

  We focus on the facts at Glendale CJDR. Please note the seat repair on the Chrysler van was quoted at $2,343.11 which included parts and labor. The recommended repair was the complete replacement of the seat riser and all cables. This would guarantee repair of the customer’s concern that the driver side rear stow and go seat would not go in.
  

  Our previous Service Drive Manager, **** ******** responded to an e-mail from the customer on 11/23/2022. There was no response from the customer after that e-mail. We checked all phone records and have no record of phone calls from the customer trying to reach out to us. The e-mail stated that we would be happy to look at the vehicle and correct anything that was caused by our technician. It should be noted that these repairs were completed in June 2022 by a factory certified ********** technician. Customer also states the vehicle has been repaired at other locations since this visit from June. We are a very reputable dealer and guarantee our work. We stand by the fact that we have offered for the customer to bring his vehicle into Glendale CJDR to have it inspected. We would suggest the customer reach out to our Service Management team to follow up on this concern.

  Customer response

  01/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The service manager mentioned in this response seems to no longer be employed by the dealership. The email of that manager ********************** are automatically rejected. So the suggestion that they checked communication logs for responses as a means to demonstrate a willingness to resolve an issue is far from accurate. This refusal to address the issue is precisely the reason I turned to the BBB. As for the qualifications of the technicians, I normally trust the work of Jeep dealerships. In this case, I had reason to suspect otherwise. It's not like this dealership contacted me to admit to their negligence about not properly reassembling components or having used zip ties to bind components under the hood. They left that discovery for me, just as they did for more significant issues by other professionals. I am willing to gather affidavits and pursue this as such as it is, a potentially legally actionable case. I am also happy to share my experience with the world along with photos and documentation. I'm not sure why this business continues to offer such defenses. This is far from an amicable resolution.

  
  Sincerely,
  
  **** ******

  

  Business response

  01/12/2023

  Our Assistant Service Manager, ******* reached out to customer via phone call on 1/11/2023. She left a voice message requesting a callback before previous response was posted to BBB. We are able to check e-mails and phone logs from previous employees. We provided factual information regarding the service and communication. We again have done nothing negligent, but offered to assist the customer with an inspection of the vehicle. We again are asking the customer to reach out to us directly to discuss his concerns, rather than posting via BBB site.

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