Above and beyond expectations
December 3, 2018
We purchased a new 2017 Grand Caravan in April of 2017 from another local dealership. Once the van reached 800 miles, the engine began having trouble. This began 9 solid months of assorted problems with the vehicle, phone calls and emails to an executive manager at Dodge Headquarters in Detroit, trying unsuccessfully to have our van bought back, and a multitude of visits to the service department. The repairs to our vehicle were not minor. We've had a new engine put in, faulty wiring fixed, and new shocks installed. Finally, Detroit has agreed to buy our van back. We went to the dealership where we purchased our van and saw the same salesman. He was aware of all our problems with our van. However, the dealership actually tried to take advantage of us by costing us about $4500. (I'll leave all those boring details on their review). Frustrated and losing confidence, we decided to try Glendale to see how they would handle this unique situation. Our salesman Jim listened to our story, which in and of itself was impressive. People that have been through all we have can be very long winded, but Jim listened and didn't try to make us feel as if our ordeal wasn't truly emotionally exhausting. We came in with the intentions of getting vehicle options within our buyback parameters and then going back to Detroit to advise what we had found. Instead, Jim came back with a 2018 vehicle as a replacement option and John, the sales manager, told us we could leave "Christine" (our van) there. They put us in a rental while we wait for delivery of the new van and all to be finalized from Detroit. We never have to drive our van again that has a rattling noise and who knows what else still wrong with it. Their customer service was above and beyond. For once, we felt like our ordeal was worth some extra effort from someone. We were truly wowed. Since April, we have been very vocal about our experience both with our van and the other dealership. We intend to be even more vocal about how the team at Glendale resolved this situation. Thanks Jim and all involved at Glendale for making us feel valued and worth going the extra mile for. Truly the best experience at a car dealership, ever.