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Business Profile

New Car Dealers

Bergstrom Kaukauna, Inc.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/14/2024

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    December 2023, Dropped 2008 Dodge off for estimate. Told were having trouble coming up with estimate as they were working with ******* on part prices. Then told truck at ***************** in *********, and not put back together yet. Huge suprise! We didn't authorize any work. Immediately talked to manager. Work was NOT authorized verbal orwritten. Manager apologized, said mechanic that had been working on truck was terminated for authorizing work without permission/similar prob with other customers. Confirmed we wouldn't be liable for cost of repairs. Stopped over at later date, motor just sitting uncovered on flatbed of truck. Took a pic, it was bad for motor to just lay in open & dust could get in parts that weren't supposed to be exposed. Later told truck was ready. Started *********** it's running really rough (wasn't running bad before, only overheating). Refuse to take possession of truck as it hadn't been running like that when we dropped it off for fear Bergstrom would stiff us with the damage they caused.We get a text saying it's a *************** have ordered a new one. Immediately call to be sure won't be charged. They assure us we won't be paying. (Recorded convo) husband told them to go ahead with the injector after confirming no charge. (Have recorded convo with certified diesel mechanic stating injectors could be messed up if motor not back together properly) Told they are waiting on injector. No word, Husband stops by, *********, the manager we worked with had quit. New manager won't do anything. **** had a text authoring work (text she is referring to is for the injector that original manager said wouldn't be charged for) Have texts, ********************* recorded convos documenting the injectors were not to be charged. Have paper showing work done on the *************** no charge because not unauthorized. Told to take truck, they'd put enough money in it. Truck runs worse than before. Now they say they are done. Our motor could be blown.

    Business Response

    Date: 06/21/2024

    Please see attached. 

    Customer Answer

    Date: 06/22/2024

    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.

    Bergstrom contacted us and told us we could pick up our truck. That they hadn't charged us for the work. We are aware the work wasn't charged because the work done was NOT authorized and legally they can't do unauthorized work on peoples vehicles and charge for it or they would be making bank. We told them we still want them to repair what they broke. Our truck now has a significant misfire that did not exist before they tore our truck apart. This may be caused by particles getting into the injectors. (We had sent photos of it uncovered on the flatbed) They offered to replace one of the injectors free of charge previously, they put in an after market injector and the truck still ran rough. They told us it would need an oem injector instead. Said they would order it. But now they aren't and just want us to pick up the truck. That is unacceptable. 

    Regards,

    *************************

    Business Response

    Date: 06/25/2024

    Please see attached. 

    Customer Answer

    Date: 06/28/2024

    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 fully.  For your reference, details of the offer I reviewed appear below.

     

    Bergstrom has offered to replace Injector with new oem injector free of charge, however we want to be sure that it is replaced with new recommended parts. 

    We will agree to Bergstroms offer to install the oem injector free of charge as previously promised as long as the following is also included at no additional cost (as these are recommended by manufacturer/one time use to be changed out at the time an injector is installed:

    New OEM Injector and
    1. New Injector wiring harness
    2. New Injector fuel line
    3. New Injector feed tube
    and anything else recommended to be done for a proper injector replacement. We believe this is a reasonable request per a certified diesel mechanics recommenation.

    If these terms are accepted, we will drop any further action and this problem will be considered resolved. 

    Regards,

    *************************

    Business Response

    Date: 07/05/2024

    Please see attached. 

    Customer Answer

    Date: 07/09/2024

    [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. To be clear, there will be no charges for parts or labor as specified. A document signing off closing this matter will be signed and no business dealing after this shall be done between myself and Bergstrom Kaukauna. Please let me know when I should come and sign to end this matter. If I don't hear from Bergstrom by the end of the week I will stop by in person to see if the document is ready to be signed so the work can be done and the truck may be picked up. Thank you 

    Regards,

    *************************
  • Initial Complaint

    Date:04/08/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased a vehicle from them and we have an issue with the rear hatch, there is some plastic that is dimpled and bowing. I have reached out repeatedly to the dealership and never receive a follow up. I have to constantly ask them for information. It is almost as if they do not want anything to do with the issue. I want it fixed.

    Business Response

    Date: 04/19/2024

    Please see attached. 
  • Initial Complaint

    Date:10/15/2023

    Type:Sales and Advertising Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I saw a 2023 Willys 4x4 Jeep Gladiator lot number ****** from Bergstrom Jeep Kaukauna listed at upfront pricing of ******. I went to the dealership and talked to a salesaman who stated that the vehicle were not changed on the wondow sticker yet but ****** was the price. l test drove the vehicle and when l got back the salesman agreed that the price was ******. After approximately 10 minutes the salesman stated the price was wrong on the website and the vehicle is really *****. The salesman advised that it was an error on the website and they will not honor the price as advertised. l checied on the price of the vehicle at **** hours on 10-14-23 and the price is still ***** for the vehicle. I feel as there is a bait and switch going on at the dealership. I request to be contacted about this issue. l have tried contacting the corporate office and the dealership. Thank You *************************

    Business Response

    Date: 10/18/2023

    Please see response attached.

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