Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10/5/2024 purchase a 18/jeep/compass/SUV Bertera Chrysler JEEP ************************ from Darryl the salesman, they kept the car for two weeks waiting on title to come in and to have the Jeep check to make sure it was up to code and there was nothing wrong with it, I pick it up and he assured me it was checkout 100%. i trusted in good faith what he told me. In November I noticed it was slowing down and was making a loud noise as if it was backfiring, I call him and he did not return my call. so I brought it in the tech found pcm update was out of date, tcm,abs,dtcm,and esm were out of date, tech performed subsequent rd test concerns, tech heard a rotational noise followed by a pop, tech determined this is from the power transfer unit, a update for dtcm would correct it, total charge 451.85 $.. if i had known this i would have had them fix it before i purchase it , but i trusted Darryl who sold it to me and said it was all checkout, i call him on 1/6/2025 he said he would take care of it. and i believe it and they still charged me., i never would have purchased a car that i had to pay for a commuter update, they told me i had to pay 184 for labor and i got there Jonathan R******** made me pay 451.85$ after the lady manager told me she would be out on that day and if i had any problems they would her, they ask me to wait in room why they call her and fix my jeep. I came back to 451.85

  Business response

  01/15/2025

  The dealership has been in contact with the customer and this matter has been resolved.

  Customer response

  01/16/2025

  
  Complaint: ********
  
  I am rejecting this response because: The manager agree  to return my money and that should have never  happen to me. I still have the same problem with the car even after I paid them. I can't believe they sold a car with problems. I still have to find out why it is backfire and skipping. I have not received any money from them. What do I do about the car, they sold me a lemon.
  
  Sincerely,
  
  ***** ******* *****

  Business response

  01/21/2025

  We have been in contact with the customer and have scheduled an appointment with our service department.

  Customer response

  01/22/2025

   
  Better Business Bureau:
  
  BBB has spoken to the consumer, she has reviewed the response made by the business in reference to complaint ID ********, and finds that this resolution is satisfactory to her.
  
  

  Business response

  02/19/2025

  We were not able to verify the customers concern. If the customer still claims that there is an issue please have her contact us and we can meet with her in an effort to verify her complaint.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from a different dealership in ***********. I called the closest dealership to me because the car had a warranty on it and I spoke to a service rep named Brian who was condescending over the phone discouraging me to bring the vehicle to the dealership. I had an issue with a rumble in the front end and a vibration when the car was in drive while sitting idle while my foot is on the break. Also there is an issue shifting while the vehicle is in lower gears. The tires in the front need to be replaced ok so that is on the dealership where I purchased it. However even though I mentioned the transmission and there was an issue with that only the vibration in the front end was addressed. When asked about the transmission I was told the tech couldn't find an issue. I told the rep that i spoke to at that time that i could swing by the dealership and show the mechanic what was actually wrong with the vehicle. We set an appointment for 1 0am on Monday 2/26/24. I stopped by the mechanic and I took the vehicle for a test drive and he confirmed the issues I was having with the vehicle. When I went inside to setup service I was told there would be another diagnostic fee of 178.00. I should not be charged when technically the issues were not addressed. I am requesting a refund of the diagnostic fee and requesting that a complaint be logged for deceptive business practices. I would also be more than happy to go to the local media outlets.

  Business response

  03/05/2024

  The customer brought his vehicle, which he had recently purchased at another dealership, to our service department to be diagnosed for multiple issues.  The customer authorized one hour of diagnostic time which is what we provided and is what he was charged for.  In our opinion, the vehicle will potentially require a large amount of diagnostic time to properly determine what repairs are required for the transmission and other issues which the customer declined.  As a goodwill gesture, we will mail the customer a full refund of $178.35 and recommend that he contact the selling dealer.

  Customer response

  03/06/2024

   
  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.
  
  I am satisfied with the result. However, the dealership requested that I not bring any of my vehicles to any of their dealerships in the future without providing any reason as to why.  Since I have not done anything wrong except for contacting the better business bureau to explain what I thought were unfair business practices.  Not allowing me to bring any of my vehicles to any of the Bertera dealerships (even if I purchased them from Bertera in the future) feels like a retaliatory move on behalf of the dealership.  I feel it is within this consumers right for the dealership to provide a valid reason as to why I can not bring my vehicle to any of their dealerships even if I purchase a vehicle from them in the future.

  Sincerely,
  
  *********************

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/24/2022, my 2021 Jeep Gr Cherokee * *imited 4WD vehicle was involved in rear-end collision resulting in damage to * rear bumper, * rear tailight, lift gate, the * rear quarter panel, various scratches and dents, the muffler, the lane sensors, etc. I was found NOT AT FAU*T. Insurance adjuster responded. Vehicle was rendered not safe to drive and was finally towed to Bertera Collision Center on October 6th. ******* at Bertera Collision Center is a joy to work with and all damages were repaired by November 2nd, EXCEPT for the lane sensors. ******* told us the lane sensors had to be "re-calibrated" and could only be repaired by Bertera dealership in W. Springfield so the vehicle was transferred to them on November 3rd. Communication with the Bertera service dept. was non-existant until I called **** myself on November 15th to inquire why it was taking so long to fix the lane sensors. He stated that that were busy waiting on parts for the 2 recalls on the vehicle and I told him that was outside the scope of the repair...the vehicle was ONLY there for the lane sensors to be checked. He stated that the repair would be done on November 15th or definitely the 16th. The vehicle was still not done on the 16th either. I personally visited **** on the 17th to express my dissatisfaction and to request my car be released since they have not fixed the problem. He refused to release the car stating that Bertera Collision Center is soley responsible for releasing the car. Insurance adjuster told me that they will not be able to extend my rental car much longer and I have NO OFFICIA* COMMITMENT from Bertera dealership as to when my lane sensors will be fixed. My vehicle has been held hostage since October 6th for a total of 6 weeks now with no end in sight. They should be investigated for performing extra repairs to "pad" the insurance bill on an open-ended claim. This is an unreasonable amount of time for repairs and I would like my car returned to me ASAP.

  Business response

  11/21/2022

  We have been in contact with the consumer and this matter has been resolved.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had check engine light on a Fiat 500x 2016. Ran code at ******** one code came up for thermostat sensor. Needed dealer repair, brought car to Bertera in West Springfield. They told me there was 2 codes on. One for the same senor and one for another temperature sensor. I also asked them to fix my door handle. I was told they had everything they needed and could fix the car the same day. That afternoon they reported fixing 1 out of 3 things and I paid them $1620. They said I needed to come back and the check engine light could come back on. It came back on. Trip 2 again they supposedly had all the parts. I heard the mechanic tell the manager they were missing something still when I arrived. That afternoon they told me they didn't have all the parts again and fixed the 2nd thing, another sensor. Had to pay another $300 and the part I needed was never really ordered before at the first visit. Then left again and check engine light came on again. Went back 3rd time..told me nothing wrong it was an old code and they reset it. I was told Problem solved. Left light came on again within an hour and half. I feel they did erroneous repairs and have been paid almost $2000. But they have not been able to repair the car as requested. The job i approved them to do was getting they check engine light off. They want me to bring the car back again 4th. But I do not trust them at this point or believe they can actually fix the car or complete the work that I requested. Also every time I go there it cost me $20 in gas and it's over an hour 1 way. And then I hange around for hours and still don't have the issue fixed.

  Business response

  09/29/2022

  We have been in contact with the consumer and this matter has been resolved.

  Customer response

  09/30/2022

   
  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. Thank you for your assistance they were much more cooperative after receiving the complaint. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle went in to get an issue fixed which would be covered under my warranty. We had already known what the issue was before bringing it in. The dealership then proceeded to misdiagnose it 2 times instead of listening to us about what the issue was. During this time we hadnt received any calls or information about what was going on. I had called them after not hearing from them and they just kept saying the would call me at the beginning if the week. Well 2 weeks would go by and i wouldnt hear so i would call again and they said that they couldnt get the part and would call when it came in.. More time would go and i wouldnt hear about any update where the part was, or if it was back ordered or whatever. My boyfriend then called and asked about the part and what they even ordered which they could not give a straight answer as to what the part was like they had no idea. They then say they have a definite date on the part and give us a date it will be ready and will call us. Another week and a half goes by after the date they said it would be done and we still have not heard from them about it so we call and they say its still not in. Another 2 and a half weeks go by and i call them and say i need my car back and at this point i want to find someone else to do it even if my warranty wont cover it. They then proceeded to tell me that the part came in the day before i had called and the vehicle would be done at the end of the day or the next day and they would call me. The end of the next day comes and i hear nothing so i call and they say that the vehicle is not done it needs an alignment so they are sending it down the road because they cannot do alignments they need someone else to and that it will be done at the end of the day and ready to be picked up and that they will call me. Now its been 5 days since they told me that and i have heard nothing. My vehicle has been there for 2 months and they havent called me one single time, only i have called them.

  Business response

  06/22/2022

  The dealership has been in contact with the customer and this matter has been resolved.

*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. ↩