ComplaintsforBergstrom Victory Lane imports (Hyundai-Mazda-Mitsubishi-Nissan-Audi-VW)

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 8/1/23, my 2017 Mazda 6 Grand Touring was brought in due to no power steering, all the lights on the dash and the speedometer not working. Bergstrom took the time to diagnose the problem but did not come up with a solution nor the cause that started all of this. There resolution was "It could of been struck by lightening. It could be due to exposure from the right front headlight, although we see no water damage." They also stated "It will cost thousands and thousands of dollars" I had decided that I would take it home as I did not have "Thousands and thousands" of dollars to give them. Upon arrival of pick up, the driver power seat was not plugged in. We had informed the manager but we were not going to sit and wait to have it plugged back in, as it should of been done after they put the vehicle back together. After a hour drive home, we opened to the hood to notice that the battery was also not properly plugged back in. Causing warning lights to come on the dash and my battery to go bad. After a few days of going over the car, we had noticed 4 more things were not plugged back in under the steering wheel. When the vehicle was put back together, these should of been plugged back in. I had called and informed the Service Advisor. She said she would speak to the tech and get back to me. She followed up with a email stating "The manager came back with the tech to plug it back in but your dad was gone. You can bring it back and we can plug it back in" She never once apologized. A few days later, I called to speak with the service manager. The service manager was far from helpful. He said that we can bring the vehicle back in to have it all plugged in. That was far from the point. We had fixed that already. He said he would speak with the tech and call back. It has been 5 days with no call back. He also never apologized. Fast forward a week and a half and we found 2 fuses that were never put back in my car that they had taken out. I paid $700 for a incomplete job.

  

  Business response

  08/22/2023

  Please see attached response. 

  Customer response

  08/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership. I am a resident of ******** and this place of business is in *********. When I purchased the vehicle the salesman stated they would take care of getting me my ** plates. They gave me a temporary plate for 1 month. I contacted the dealership 1 week before the temporary plates were going to expire to ask about the status of my permanent ** plates. They stated that they were overnighting my IL plates to me by 6/26/2023. I have since not received the plates. I have called the dealership numerous times and they state they are emailing me temp plate extension until the permanent plates arrive. I have not received an email with any extension plates. I am unable to drive my car now due to have expired tags. I want the dealership to finish the job they started and get my ** plates to me ASAP that I paid for them to complete for me.

  

  Business response

  06/30/2023

  To Whom It May ****************** have investigated this complaint and have the following outcome / observations:
  
  1.   The guest lives in a different State (IL)
  2.   When selling vehicles out of state, we use a third-party service (Reg ***) for Title and registration as we are not experts in the forms taxes etc. for all 50 states.
  3.   We contracted with Reg *** to title ***************** vehicle in ********.  We have been checking with them regularly and, according to Reg *** titling in ******** is irregular in terms of processing timing. 
  4.   The General Manager of the dealership (*********************) contacted the guest today to ensure she has another temporary registration while waiting for Reg *** and ******** to complete the titling.
  5.  **************** has **************** contact information and can reach out to him with questions. He will monitor and do what he can to expedite this matter. 
  
  We apologize for any inconvenience to **************** by the time it is taking for the State of ******** to process the title.
  
  Very truly yours,
  
  
  ******************************
  Executive Vice President
    & General Counsel

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to work with Bergstrom VW since the fall of 2022. My VW Passat has rust and is under the manufacturers warranty. I have called several times to inquire about this and was told that the call center would need to work with another department and someone would return my call. No one ever did, no matter how many times I called. In December, I actually called the service department and a gentleman scheduled an appointment for me to come and he would take pictures of my car. After he took the pictures on his phone, he told me it would take a couple weeks to process my rust/warranty. I haven't heard anything and I have even called a couple times to check the status. I was told by several representatives they were sorry no one called me and that they would return my call. No one ever did. It is now approaching the end of April and no one yet has contacted me or helped me.

  

  Business response

  04/25/2023

  Please see attached response.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early 2022 I took my Audi Q7 in for repairs (Driver Mirror) the claim was approved by my insurance company (I was responsible for ($400.00) ***************** paid the rest. I took my suv in they had it for maybe 2/3 weeks. When I picked it up I notice the drive mirror was replaced (as it should have been) but none of the features were working. I could not adjust the the mirror at all. I reached out to Bergstrom and they had me bring my truck back in to confirm the mirror was not working. The shop manager told me hat they would order another part and when it came it they would let me know. It has been over 7/8 months and nothing I have reached out to them via phone (text, email) with no response from them at this point I am looking for the company to return my money(Insurance portion as well) so I can go somewhere else to get the mirror fixed. I do have all of the text messages conversations from the company and emails.

  

  Business response

  01/17/2023

  Please see attached response. 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle here on April 21,2022. Long story short, the vehicle was not worth the money with all of the machanic problems it had going on. Bergstrom did not want to fix the issues but one, so I had to return it. Now I did have issue with getting my money back after being lied to, as to why I could not get it back by ******. ****** is one of the manager there and the person who is continously calling/harrassing me. He has taken this issue to a whole new level. From being unprofessional with his phone calls/messages regarding this situation. When I am already working with someone from the corperate office. I have advised this individual as well of his unprofessional behavior and it is just growing and manifesting into a bully/harassment demeanor now. I aas told that he was not advised of his previous behavior. He has since, called me telling me, as if he lives in my home and check my mailbox everyday of stating that I recieved it and I need to schedule a time to return it. I have yet to recieve it. I did however, contact the **** and I was told that it was mailed, but they cannot tell me if it was delivered. If I don't get it and someone returns to sender then they can reissue me another title, or I can go to the **** and pay to get another. Now, when I did return the vehicle on 5/2/22,I did distinctly ask ****** if I could go and get it fro. The **** and his response was no, I had to wait for it to be mailed to me, which I have been. Now I have told the individual whst I will do to get this resolved. It is none of ******** concern as he told this individual that if she wants to put their name on it and deal with it, he is fine. So why is he still contacting me? I need for ****** to stop calling me. I am dealing with this matter with someone in corperate now

  

  Business response

  05/17/2022

  Dear ****************,

   

  Attached please find ********************** response in this matter.

   

  Thank you.

  Customer response

  05/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Although your letter does not indicate the whole accurate story, i am ok as long as ****** does not contact me anymore. He was instructed to not contact me prior, so you should really have a sit down with ******, as he is extremely disrespectful, and I know this isn't his first time being unprofessional when things dont go his way. The vehicle was unsatisfactory, due to all of the manchanical issue this dealership did not fix prior to selling it.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/15/2021 Dropped my 2021 Mazda CX five off at bergstrom mazda for a tire repair on Friday for 15 2021. They replace the tire I came and picked it up on Monday the 18th 2021 before I leave in the parking lot I inspected the vehicle there was a chip on the front facia of the bumper I took the vehicle to the service manager he looked at it and agreed that they did this because they take pictures prior to fixing a vehicle for liability reasons service manager explained that they would fix and repair the chip that they put into the facia of the vehicle when time for service came they explained they would not be fixing the vehicle and they gave me a paint pen for the repair which does not suffice for the damage done

  

  Business response

  05/10/2022

  Dear ****************,

   

  Attached please find ********************** response to this matter.

   

  Thank you.

  Customer response

  05/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The picture taken prior to tire repair did not show chip and the service manager explained they wound repair it and even took it in for repair and gave me a paint pen no charge. 
  
  Regards,
  
  *********************

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