April 17th- A response!

Today I got a phone call!  It was Don Brenengen.  Unlike Dennis Zee, Don was a very reasonable person.  I shared my concerns and he apologized for the actions of Dennis.  For example, I talked about Don's sales people having the ability to put themselves in the shoes of the customer.  Sure I didn't follow their 'rules' about the 30 day exchange but I didn't know them- so, shouldn't a good sales person simply explain them and then proceed to help the customer in the situation that exists.  In this case it would mean explaining the 30 day exchange, which EVERYONE explained and I knew very well by the time I got to Dennis Zee.  Then MOVE ON!  Help the customer and work with the situation, even if it isn't ideal.  Don Brenengen admitted this would be the correct way to serve the customer.  I suggested that Dennis Zee get some training in customer service and I was told that for the last few years (I think he said 2) employees, including Dennis, have been getting this training.  In my opinion I think it was a big mistake to let Dennis Zee buy into the Brenengen dealership- both Don Brenengen and Matt Brenengen at the Sparta Ford were easy to work with, understanding, and possessed a great sense of how to help the customer.  Dennis Zee was simply a jerk or maybe a narcissist.  Dennis Zee could not handle that I felt like I was getting the run around.  It didn't matter if I was or not, I felt that way.  Don also said that there was no possibility for a public apology.  This makes me sad that a business that prides itself on its name doesn't think it would be name building to admit being wrong.  I think admitting wrong builds credibility.  I told Don I planned to distribute this blog to people I know in the community because I feel it is my moral responsibility to inform people of my experience which runs so counter to the Brenengen reputation.  He seemed to understand that.
Don wanted to keep the focus on my satisfaction with the vehicle, something he was willing to help remedy.  I feel that even though he is not obligated to help with the few problems we have with the vehicle, it is a good gesture to make up for the crap they have pulled us through.  Crap which I think they should deal with internally, not involving the customer.  He offered to fix a large cut in the bumper which we noticed a few days after buying the vehicle.  To me it really isn't as big of a deal as the cd player being broken but it does make me happy they are going to fix it.  He also offered to see what he could do with the broken CD player (it scratches every CD we put in- this started about a month after we bought the van).  It remains to be seen what "seeing what he can do" means.  I guess overall this is satisfying to me.  I didn't mention to Don the varied rust spots on the vehicle which also bother me a lot considering the vehicle is only 3 years old.  I figure that is my fault for not seeing them and really not something he needs to deal with.  Still, next time I would go over the vehicle with an even closer eye than I did this time.  In the end having Brenengen fix these few things on the vehicle still isn't what I wanted.  I wanted to simply go and be able to look at Toyota and Honda vans to be able to consider the possibility of taking advantage of the 30 day exchange.  This didn't happen because of crappy customer service.  Alas, I think this van will be ok and I pray it doesn't break too much!  As a concluding thought, I found Don Brenengen to be a smart salesman who was pleasant to talk to and considering the fact that he was dealing with the incompetent behavior of a fellow owner in the Brenengen dealership, I think he did the best he could for the situation presented to him and I understand his responses except I believe a public apology would be a good thing for them as well... That isn't my choice though.  So... I hope this blog helps to keep their reputation balanced and fair for all involved......