3 On Your Side

UPDATE: Jeep comes through with customer refund

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Heather Anderson got her check from Jeep for repairs for her broken headrest. (Source: 3TV) Heather Anderson got her check from Jeep for repairs for her broken headrest. (Source: 3TV)
Anderson was having a problem with her Jeep Grand Cherokee and a faulty headrest. (Source: 3TV) Anderson was having a problem with her Jeep Grand Cherokee and a faulty headrest. (Source: 3TV)
After paying for the repairs, Jeep sent her a check like they promised. (Source: 3TV) After paying for the repairs, Jeep sent her a check like they promised. (Source: 3TV)

An update on a Goodyear woman who had to shell out more than $700 for a repair she thought the manufacturer should have handled. 

“I'm very glad that they finally did step up and I'm happy that I was able to take one for the team of the little guy,” Heather Anderson said. 

Anderson says things have really turned around since she was initially profiled on 3 On Your Side.

In that first news report, Anderson was having a problem with her Jeep Grand Cherokee and a faulty headrest. 

[READ MORE: Woman says faulty headrest accidentally deployed while she was driving]

“I heard this loud popping, bang sound and then the back of my headrest slammed into my head. It kind of shocked me. I had no idea what was going on. I thought, 'Oh, I think I just got rear-ended,'” she said. 

Anderson showed some photos of the headrest detached. It's supposed to be a safety feature if you get into an accident, kind of like an airbag, said Anderson.

But in Anderson's case, it mistakenly deployed, striking her head while she was driving.

“So, then I thought, 'My headrest just exploded.' I guess there's a mechanical thing inside here, in this plastic piece and the whole leather part of the headrest swung forward about 3 or 4 inches and smacked me pretty hard in the back of the head," she said. 

Luckily, Anderson was OK. But she did suffer a mild concussion. As for her Jeep, she took it to the dealer, which told her it wouldn't pay to fix the problem.

However, Jeep indicated if she wanted to pay around $700 out of her own pocket, they would fix it.

“They're having us pay for it. Their comment to us was, 'Take it up with Chrysler. It's not covered under warranty, there's nothing we can do, take it up with Chrysler,'” she said. 

Anderson wasn't happy and shelled more than $700 to replace that headrest.

She then contacted 3 On Your Side.

In our first report, Jeep Chrysler immediately investigated and said they would be mailing Anderson a check to reimburse her and she just got that check.

“It's nice to see them standing by their word and taking care of me and I know that would not have happened if Channel 3 had not gotten involved,” she said. 

Anderson says she recouped all her out-of-pocket expenses involved with this matter and says she couldn't be any happier.

“I'm very grateful for 3 On Your Side and 3TV because I would not have been reimbursed for the headrest at all had it not been for my phone call to you guys,” she said.

Jeep Chrysler was very responsive. They also say the headrest issue was an isolated problem.

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LiAna EnriquezLiAna Enriquez is a native of Arizona. She attended Marcos de Niza High School in Tempe, Arizona.

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LiAna Enriquez

She then went on to Arizona State University. She graduated summa cum laude from the University’s prestigious, Walter Cronkite School of Journalism with a degree in Journalism/Mass Communications with an emphasis in broadcasting.

LiAna started her news career with KTVK-TV as an intern. She loved it so much she never left! She has been with the station for fourteen years. Currently, she is the consumer investigative producer for Arizona’s top rated consumer segment, 3 On Your Side and is also a general assignment reporter. LiAna also reported for the station’s top rated high school sports show, ‘The Varsity Zone’ for five years.

In her free time LiAna enjoys cooking, watching movies, quading, and traveling. But her absolute favorite thing to do, is to hang out with her husband and beautiful daughters. She is a softball mom. She loves the beach and waterfalls! Her favorite team is the Arizona Cardinals and of course, the Sun Devils.

Life motto: “I can do all things through Christ who strengthens me.” (Philippians 4:13)

If you have a story idea for LiAna, Send her an email .

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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

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Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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