ComplaintsforBertera Dodge Chrysler Jeep Ram of Westfield

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  05/10/2022

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

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been to this dealer ship 3 times, and they have yet to solve the problem. They have been absolutely terrible at communicating. I have called many times and I got nothing but a 1 minute phone call. Which consisted of answering none of my questions, and just trying to get me off the phone. I brought my car on Tuesday 1/18/2022 as soon as they opened at 9am and was told they were going to call me when it was done. After a long period of time I called them instead before they close which is 5:00pm. I was told that they ordered parts and I could get my jeep back tomorrow. So I called back Wednesday at 2:30 ish and they told me that my jeep wasn't ready and I had to wait for the part they ordered, I asked when would it be ready they tracked the part and I was then told Friday. Friday comes and I gave the dealership a call and was told that my parts haven't came in yet and they will be here Monday and then my jeep would be done. Come Monday I went to the dealership and was told that they ordered 3 parts and 2 came in and 1 was on back order till February 2nd. I wasnt told about the other 2 parts. To add I was under my warranty when I brought my Jeep Wrangler in. (35,858). When I got my jeep back it was at 36,116. When I got to Bertera and asked for my car back. They then asked me for $100 redoubtable fee after telling me I wouldn't have to pay a thing because I was under my mileage and the "Al" said he was going to leave my tan open. Now I don't know the normal minute of driving time but 261 miles is a lot in 1 day. They added that my jeep has been just sitting there waiting for parts.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/04) */ We have spoken with the customer and have scheduled an appointment with our service department.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They send letters out saying that I can get a new truck for less than I am paying for my old truck which is a lie. I went there and wasted 3 hours for them to tell me that my payments would be two hundred dollars more. I also told them not to send me their trash letters anymore. I, also called them today and advised them that I was going to call the BBB and they said good luck with that.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/01/24) */ There are multiple factors which ultimately determine the final approval terms as the mailer indicates. We will have the consumer's name deleted from this mailer. Consumer Response /* (3000, 7, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They're just gonna do it again you have done nothing Business Response /* (4000, 10, 2022/01/28) */ We are having the consumer's name deleted from this mailing list as requested.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -Purchased a 2019 Jeep Grand Cherokee with 16,000 miles on 10/4 from Westfield Bertera -Questioned the rotors prior to purchasing and my salesman told me they were all set -Called the dealership on 11/4 with very miles driven (I work from home) to let them know my car was shaking and unsafe to drive, the rotors were already warped with less than a month of me having the vehicle -Called to book an appointment and was told this was under warranty since I just purchased the vehicle -Brought the car in soonest available appt, they stated I needed new rotors in front and back and they would not cover it because the rim was scuffed and Al stated I caused the damage on the vehicle. This is after him hanging up on me stating he "doesn't have time for this ****, man" -Brought the vehicle to a West Springfield Bertera dealership for a second opinion and they stated that scuffing a rim is physically impossible to damage the rotors and that it was actually just the front rotors not the back. Another lie from Westfield Bertera. West Springfield gave me a letter confirming the rotors were not due to any damage I did on the vehicle. They confirmed that Westfield Bertera should cover as the car is so new with such few miles this should not happen. -Have text message from my salesman stating he "misheard" the mechanic - that the rotors weren't actually replaced, even though he told me they were -After a month of going back and forth, I called Jeep corporate. Have an email from Corporate stating it would be covered under warranty. Provided documentation as requested. Now they are telling me to pay upfront for rotors to be done and they MAY or MAY NOT reimburse me. I've taken hours to resolve this issue and gone days without a car. Paid $194.75 out of pocket to get this unnecessarily diagnosed. To purchase a car with false information and have issues right after the purchase is unjust and unacceptable. Now I have an unsafe vehicle and no one is willing to fix the situation.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/12/28) */ We have been in contact with the customer regarding this issue and have scheduled a service appointment for next Monday.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My safety was put in extreme danger due to the negligence of the service department at Bertera Dodge Chrysler Jeep Ram of Westfield. I brought my vehicle in on 08/19/21 because my check engine light was on, the car was shaking, jerking, and smelled odd. We dropped it off at the dealer on Thursday and told them everything, it was all noted on the work order also(which I attached for you to see). Monday we picked up our vehicle and they said the issue was resolved. We paid $475.32 for the supposed fix of the vehicle.  The next day while driving it, it had all the same issues. We immediately brought it back to the dealer and expressed what was happening. It turns out our caliper was locking up which was causing all these issues. We had to pay even more to fix this issue which is what we originally came for. We also have a preowned warranty but were told nothing we need is covered. We had to pay 1,545.06 on top of he 475.31 we already paid thinking it was fixed.

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/10/08) */ We have been in contact with the customer and have agreed on a resolution.

*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. ↩