Complaints

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.

• Initial Complaint

  Date:01/30/2025

  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.

  I brought my 2021 Jeep Wrangler in for a check engine light concern and a recall(95B). The code for the *** was *****. No other codes present. I was under the inclination that the *** would be covered under warranty. I was called later asking if I would allow them another hour of diagnosis and I questioned why I needed to allow that due to it being covered under emissions or powertrain warranty. Was put on hold and then told it most likely would be covered and not to worry about it yet, but if I had to pay then they would work something out. I was called again and told they could not complete the recall and they would have to diagnose the *** later when the recall could be done. Brought back a week later and they performed the recall and called me to let me know the *** was fixed as well. I arrived and was told I owed them 352.35 for the ***. I asked why it was not covered under warranty and was then told it was due to a battery reset or software update which the manufacturer does not cover. I expressed my concern for it not being covered and they lowered the bill to 178.35 after talking to manager. I told them I would be contacting ********** about it for a request of reimbursement. It was not until after I left that I saw the story on the repair order that said it was a code P0315 they were diagnosing. That code did not exist until they did the reprogram for the recall. ***** was never mentioned except in the initial video i received from them. In the story on the ** they admitted the reset/reprogram caused the code but they still charged me for this issue and will not refund me. I have asked them for documentation of the STAR case they allegedly opened over this *** and have been told it was actually over the recall not being completed. I was then told I will need to come back to have the recall finished at another time. When i picked up my vehicle, they told me the recall was finished and everything was done. I cannot get a clear story as to what is going on.

  Business Response

  Date: 02/05/2025

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

  Customer Answer

  Date: 02/11/2025

  I spoke to the business on January 30th and was told a check was being mailed to me for the refund. I have yet to see the check and it's been over 7 business days. I want to make sure I receive payment before this claim is closed, which is why I'm updating this case.

  Business Response

  Date: 02/11/2025

  The check was mailed as requested. We will put a stop payment on it and send a new one. Can we please get confirmation on the address to send it to you?

• Initial Complaint

  Date:08/14/2024

  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.

  Back in November of 2023 I took my 2009 Dodge Ram into Bertera Dodge of Westfield because I had a ticking from my exhaust manifold due to some exhaust manifold bolts being broken. There job was to drill them out and replace them. Apparently they drilled into the head because they had anti freeze leaking and had to order a head. I waited for like 4 months. They never called me with updates. To find out what was going on I had to call and it was always we will get it in as soon as we can. Our tech is on vacation or there are 3 vehicles ahead of you. Then they say they got it all back together but they have to take it apart again because they have the wrong gasket in there. Then I wait another 3 or 4 weeks. So they say its done. I go and pick it up. It sounds as loud as it did when I brought it in. On the drive home it was just like someone reached over and shut my truck off while I'm driving down the road. Not good with power steering. Pulled over to side of road and started back up. Went a few more miles and it happened again. I'm thinking this is a great way to get in an accident. So I make it home and call them up and told them what was going on and he says did any lights on the dash come on when this happened. I said yeah, all of them. He said can you check the oil? I'm thinking to myself if you changed the head you would of had to change the oil after the job was done. So I pop the hood and I I cant find the dipstick. I told him I would have to call him back because I cant find the dipstick. So I get a flashlight and looking everywhere. Then I find it. It had been unhooked from the engine during the head change and jammed up under the battery tray and never put back. How could they of checked the oil after working on it. They couldn't have. I called them back I just noticed I'm not going to be able to say what I want to say because I'm limited on space. What can I do to tell my whole story?

  Business Response

  Date: 09/04/2024

  We have attempted to reach the customer to discuss this complaint and are waiting to hear back from him.

• Initial Complaint

  Date:07/05/2023

  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.

  On May 30 I sent my 2020 Jeep to the shop for a coolant leak. I was not provided a loaner car for the first few days and had to call several times and explain that I needed a car to work. I was provided with a rental after about a week of sending the car in for a coolant leak. I have been told several times until June 30 the car is still getting fixed at the shop. Inpay for extra warranty. I want to know what can I do be wise I would like to have my car back. I dont know if si can trust this car because why it has been at the shop for more than 25 days for a coolant leak?

  Business Response

  Date: 07/07/2023

  The vehicle was dropped off at our service department without an appointment.  We have been in contact with the customer regarding the repair of the vehicle.

  Customer Answer

  Date: 08/04/2023

  Today I recieved I phone call from the company to report that the car is ready after so much time. The car is given to me with a rejected inspection. I was told that I-need to wait to run the car for about 100 miles, however, I was also told that they had driven the car for three hours to inspect it. The secretary at the front desk was very rude telling me that there is no other choice but to wait and drive the car with a rejected inspection sticker. 

  Customer Answer

  Date: 08/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Today I recieved I phone call from the company to report that the car is ready after so much time. The car is given to me with a rejected inspection. I was told that I-need to wait to run the car for about 100 miles, however, I was also told that they had driven the car for three hours to inspect it. The secretary at the front desk was very rude telling me that there is no other choice but to wait and drive the car with a rejected inspection sticker. 
  Sincerely,
  
  ************************************

  Business Response

  Date: 08/09/2023

  The vehicle was due for an inspection sticker and we did explain previously that because the battery was disconnected for the repair, the vehicle would need to be driven further for the inspection.  Our parts and service director did attempt to contact the customer regarding this but has not heard back as of yet.

• Initial Complaint

  Date:04/18/2023

  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.

  My 2017 Jeep Grand Cherokee was towed from my house to the dealership via AAA where purchased the car for diagnoses and repair. when it wouldn't start. I was told I needed new batteries as well as a new starter. Bertera (dealership) was unable to locate a starter for several weeks, however I reached out to their sister company ***** in ******** with the help of ***********, my local mechanic and they helped order/purchase an OEM starter within a few days. How I was able to locate this part from their parent company faster then they could was a reflection of the poor service to come. I delivered the starter to Bertera where they installed it. Immediately after leaving the dealership that day my car died and they were unable to diagnose any further issues, After bringing it to another repair shop, it was discovered that it also needed a replacement coil, #3. Unhappy with my prior service, I brought it to ******** in *********** ** to get fixed. Over the coming months, the starter and start/stop function wasn't working properly and I brought it to ************************ to get fixed. The owner of this well respected shop, specializing in transmission/engine repair immediately discovered the starter was installed extremely poorly, unsafe, and unprofessionally as noted in the receipt. He said it was the worst he had ever seen and the issues were 100% due from the faulty install. I paid to have him fix it and notified Bertera, The service manager Al was less than helpful and despite my proven/written summary on the faulty installation, and seemed less than willing to resolve the issue. I'm looking for reimbursement from the faulty starter installation at Bertera as the fees/labor to get it fixed from ************************. As I am fair, I don't mind paying for the parts/starter, or coil repair that they were unable to identify/fix during their fee based "complete" diagnosis. Attached are supporting documents/receipts explaining the faulty install and repair fees

  Business Response

  Date: 04/28/2023

  We did not receive any attachments with this complaint.  In addition, the date of this repair was 1/17/2022 according to our records.

  Business Response

  Date: 05/09/2023

  Bertera properly installed the customer provided starter in January 2022.  We have no record of the customer contacting us or returning to the dealership during the fifteen months since the repair.  We were never given an opportunity to inspect the repair before he started bringing it to other locations.  His documents from the other locations do not substantiate his claims and Bertera is not responsible for the attached invoices.

• Initial Complaint

  Date:04/28/2022

  Type:Product 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 brought my Jeep in for check engine light two weeks ago. I dropped it off Sunday as requested for it to be looked at Monday, I got it back on Friday stating it was fixed. Not 2 wks later check engine light came back on. I called, they asked me to bring it in that day (Friday), I was unable so they requested I drop it off for them to look at Monday, I dropped it off Sunday evening & heard from Dan on Monday telling me what the code was and asking for auth to start the work, which I gave. I never heard anything on Tuesday, I called on Wednesday to get an update and spoke to Al F*** who stated they didn't get auth until Tuesday (which is a lie), I told him I gave the auth on Monday when Dan called. Al again stated they didn't get auth from me until Tuesday in the most unfriendly manner (as is his usual attitude anytime I've dealt with him) & stated they just started the tear down of the motor on Wednesday. I asked for a call back from Dan to discuss. Dan called & confirmed that I gave auth on Monday & he was unsure why they didn't start work on it Tuesday. I then asked for someone higher than Al to speak to & Dan said he would have the general manager Brian call me back. At 5:15 I still did not hear from him so I called & finally spoke with Brian. He said he was in meetings & he couldn't say for sure if someone had tried to get ahold of him. So I expressed my displeasure with lack of work done, the lack of communication and the poor customer service skills exhibited by Al. Brian stated he'd call me the next day after he had time to look into things. I did receive that call but basically got zero answers from Brian, stating they still don't know exactly what is wrong with it & he has no idea how much longer they will have my vehicle. I have only brought my vehicle back to them for warranty issues & free oil changes because of how awful the service is consistently. I will never buy another vehicle from them and hopefully never have to get service there again.

  Business Response

  Date: 05/17/2022

  Business Response /* (1000, 5, 2022/05/05) */ We have been in contact with the customer and are working on a resolution to this issue.

• Initial Complaint

  Date:04/13/2022

  Type:Product 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.

  Despite buying and trading in 4 cars with this dealership and having most of my service there, Bertera has put me through run-around **** for the last 13 months. Here are some details. In early March 2021 I went to Bertera for service and to discuss the paint bubbling on my hood. (My Caravan had 48,299 miles on it. The paint problem is due to the use of aluminum on top of steel in the hood.) I was sent to the Bertera Collision Center where Rui M***** took pictures of the paint and said he would send them with paperwork to Bertera to then be forwarded to Chrysler for permission to do the work under warranty. Months went by and no one called. After many calls, I reached Rui who said he had sent the paperwork to Al F***, the service manager, on 7/17/2021. He said the repair had been approved but Al had not acted on it within the required 60 days. New pictures and paperwork would have to be resubmitted. Someone would call me once the job was re-approved. No one did. Seeking someone in charge, I called the sales manager. He told me to call Chrysler Goodwill. I called them 6 times, spoke to 6 different agents and explained the entire case 6 different times. Nothing came of it. On 3/1/22 a service advisor, Dan S****, called to say I'd need to have pictures taken again (3rd trip). Five days later Dan said I'd need to go to Bertera Chevy in Palmer for new pictures (4th trip). There Leo explained what caused the paint problem and said the entire hood would have to be replaced. Chrysler has now agreed to pay only $700 of the $2,040 cost. So I've had a year of hassle, repeated non-returned phone calls from Bertera, multiple calls to Chrysler Goodwill, and 4 trips for inspections and pictures. All because the service manager failed to act the first time the job was approved. Now Chrysler is willing to pay only a third of the cost for fixing a problem that they created by using aluminum-coated steel.

  Business Response

  Date: 05/10/2022

  Business Response /* (1000, 7, 2022/04/22) */ We have worked out a resolution for this case.