ComplaintsforBergstrom Kaukauna, Inc.

• Initial Complaint

  10/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  10/18/2023

  Please see response attached.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle (2012 Jeep Grand CherokeeOverland Summit) from Bergstrom Jeep in Kaukauna, ********* on January 12, 2022. The second day the dash traction control, transmission and 4x4 dash lights came on. The 4x4 computer needed to be replaced(1). I told them the button to raise and lower the seat was pushed in(2) the rear plug in was pushed in(3) the driver side marker light was burnt out(4) and it needed new windshield wipers(5). When I brought it in to get the 4x4 computer replaced they made me feel like a burden and they made sure I knew they were doing me a favor. (This was my first solo vehicle purchase and I felt they knew it). After they were done and when I drove the 1 hours home, none of the things besides the 4x4 w were replaced. They marked they were but light still burnt out, buttons still broke, etc. I ended up fixing one button, putting on new wipers and replacing the marker light. I didnt want to go back to be belittled or treated like i previously was. Not that long later all the same lights came back on and the vehicle wouldnt move. After less than 10 weeks it needed to be towed back to Bergstrom ($400) and in need of a new transmission. Over $1600. I was stunned but what was I going to do. I had an intoxalock ignition installed which they set off at Bergstrom so It had to be towed to the nearest intoxalock dealer and serviced ($100). After all this it's still not completely fixed. I feel stupid, used, and sometimes sad. Now I can't afford the vehicle. I never herd from Bergstrom after repeated calls the ***** in Service or anyone else.Thank You,************************* *Attachments

  

  Business response

  07/07/2022

  Dear BBB,

   

  I have had an opportunity to investigate the complaint from this Guest and determined the following. 

   1.  The Guest purchased this Jeep with ******* miles. He signed off that he did not want a *************** Contract so he left with our 30 day **** mile limited Used vehicle warranty.

  2.  The Guest brought the vehicle back more than 30 days later with ******* miles on it for a noise concern and we found a short in the ****************** Slip Differential motor.  We replaced the rear axle motor kit and vehicle checked okay. Bergstrom paid the $1,071.90 ****.

  3.  At ******* miles the vehicle was towed in with a transmission issue. Bergstrom offered him a used part option to save cost and the Guest went that route and agreed to pay $1,649.77 of the $2871.76 total ****. Bergstrom wrote off the rest. Bergstrom did offer to buy the vehicle back at that point and the guest refused.

   

  In addition to *****, the sales managers *************************** and *********************** were involved to try to satisfy the guest.  We apologize if ************** felt he was treated poorly.  That is not our business philosophy and in my experience not how ********************** operates.  Since he purchased the vehicle, Bergstrom has paid for the majority of the repairs even though the vehicle was not covered by any warranty.  We have also offered to buy the vehicle back if ************** is not happy with it.  It seems to me we have acted fairly.  If ************** is still not satisfied, I would recommend ************** contact the General Manager, ***********************, at the dealership ************* as he is familiar with the situation and empowered to resolve guest concerns.  He says ************** has not reached out to him with his concerns. 

   

  Regards,

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

  Executive ******************** General Counsel

  Bergstrom Corporation

  Customer response

  07/07/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  07/13/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  07/18/2022

  Dear BBB Starting off there are a few discrepancies.  As far as offering to take the vehicle back this is what I suggested right away.  I was told its past that point and they would do a favor" and pay for the four wheel drive.  If this is still the offer I would gladly accept.1)The reason I was more than 30 days out was because I was told there were no openings. Mind you I reported this the day after I purchased the Jeep. As far as the service contract, the sales associate told me the Bank would not cover it.  I wanted the service contract, instead he put unneeded gap insurance ($800) on which I already had through my insurance.2)The ********** limited slip differential, windshield wipers, burn out marker light, caved in driver seat adjustment and caved in rear plugin were the concerns to be addressed which ***** told me hed call when they came in which I never received.  I replaced the bulb, fixed the seat adjustment. And replaced the wipers.  I understand this was a used vehicle, but this to me and the sand in the center counsel which the salesman apologize for, was evidence this vehicle might have not been through ally inspected.  Dash lights came on a for what was later the ELECTRONIC LIMITED SLIP DIFFERENTIAL, as I was Driving it home after the purchase.As a side note the second time I had to drive to Bergstrom I had to turn around due to some miscommunication in scheduling.  Dr  The Jeep is a 5.7 V8 which is not the best on gas mileage and it being 75 miles one way.  I do want to note Bergstrom did provide a small amount for gas in the form of a gift Which did cover almost one trip.  At the point of the transmission failure I was concluded with Bergstrom.  The Dash lights were still on, and I was getting the run around.  I decided to take the Jeep to the local Jeep dealership. They offered to fix it but Bergstrom insisted I bring it to them.  I was given the impression Bergstrom would cover the cost since I just purchased this vehicle.So I researched companies that could tell it the 75 miles at reasonable price which **** cost me $400. I also had an intoxalock breathalyzer in my car which bergstrom set off I had to have it towed from bergstrom to the nearest intoxalock dealer at my cost. Then when I went to pick the vehicle up it said it was in a lockout and I had five days to get it serviced at a cost of $140. My account is still negative because I cannot afford to pay it. Credit card fees, gasoline, time, stress and embarrassment have made me ashamed to tell this story as I feel I should have known better.  I felt taken advantage of and spent thousands of dollars and the vehicle Dash lights are still on because Im terrified if I take it in there will be more wrong.  Ive driven the vehicle one month out of the last four.  

  

  Business response

  07/19/2022

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

  
  

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

  
  

  Thank you.

  Customer response

  07/25/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is regarding my 2015 Chrysler Town and Country minivan. At the end of December 2021 my check engine light was coming on and then going off every couple days. The vehicle was not having any noticeable issues and was running great. Bergstrom ran a diagnostic check and determined it was most likely the thermostat. On 1/5/22 and they verified it was the thermostat and replaced it on 1/12/22. That is when my major issues started. On the way home from Bergstom I noticed the car begin to shake when stopped and jerk when accelerating. It was not constant but happened enough to be concerned. Later that evening I got on the interstate and the vehicle started shaking violently once I hit about 55 MPH. My husband immediately called Bergstrom and told them what was happening. The vehicle was then dropped off again that night. On 1/13/22 I was told that a cylinder was misfiring and I needed to have my spark plugs replaced for $486.29. In writing I asked him "can you guarantee the vehicle will be working as good as it was yesterday minus the thermostat issue" and he responded "I can guarantee you it will fix this issue". Because of this, we went ahead with changing the spark plugs. Unfortunately, on the way home from Bergstrom I began to have the same issues except the violent shaking. I called the service advisor right away. Per request I e-mailed him a detailed account of the issues and told him my expectations. Bergstrom came to pick up the vehicle on 1/14/22 and gave me a loaner to use. Over the next 2 weeks they claimed to work on my vehicle. They found a cracked spark plug (that they just put in) and replaced it. They claim they did not notice any additional issues, They finally told me on 1/28/22 my vehicle was ready. There was no charge for this but the vehicle is still not fixed. It still shakes when stopped and jerks with acceleration. Bergstrom is no longer replying to my messages and making no attempts to fix my van.

  

  Business response

  03/03/2022

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

   

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

   

  Thank you.

  Customer response

  03/03/2022

  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.
  
  While Bergstrom has reached out to me and has offered to look at my vehicle again, I am not able to confidently say this will resolve my issue.  This will be the 3rd time they will be looking at it for the same issue.  I won't be able to accept their response until my vehicle is fixed.  I am also cautious of their response as I texted AND e-mailed the service advisor directly.  We had been e-mailing back and forth and a closed service ticket would not have prevented him from reading his e-mail.  The e-mail also referenced the text messages to notify him that I did send them.  At this time I will wait for my appointment with Bergstrom and will update my response if my issue is resolved.
  
  Regards,
  
  *********************

  Customer response

  03/18/2022

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Bergstrom contacted me and the repair was done.  After driving the vehicle for couple days I am satisfied that the repair was completed and the issue was fixed this time.

  
  Regards,
  
  *********************

  
  

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