ComplaintsforPremier Jaguar-Land Rover-Volvo-Porsche

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good day, my name is ***********************. I recently had a vehicle of mine serviced by Bergstrom Jaguar for a diagnosis. The business address is **** N Victory Lane, ********, ** *****. I would like to file a complaint as one of the service technicians severed one of the tires sidewalls and also laid damage to the rim. The department is extremely hard to get a hold of as the customer service is next to none at that location. To keep things simple, I will attach an email I had sent them that includes most of the details Im sure youre looking for. The manager at Bergstroms service center ended up replying, though they did not meet my demands. He said that they could repair the sidewall on the tire and repair the rim, though any professional I spoke with and research Ive done indicates that its shady practice as there is no way to guarantee the integrity of the tire. Not once did they offer to replace the tire with a similar one in which case I would have accepted from the beginning even though best practice when replacing tires is to have them all replaced because of tread wear and traction reasons, especially being the vehicle is rear wheel drive. I hope to have a solution so I dont have to bring this to court. Thank you. I can forward the email thread between the manager and myself also if I am provided an email address!

  Customer response

  10/24/2023

  From: *********************** <**********************>
  Date: Thu, Oct 19, 2023 at 1:50 PM
  Subject: Re: Letter of intent
  To: ******************************* <******************************************>
  

  
  
  

  If you read my letter and demands you would know that I am not pursuing anything relating to the mechanical issues present on the vehicle nor seeking any compensation for the diagnosis or warranty issues. I am describing the events in which took place at bergstrom and helping all parties involved better understand my frustrations and why I chose to pursue this matter in the first place. The fact of the matter is that I dont care about anything else other than bergstrom taking accountability for its actions. Now, my time is involved and my time is extremely valuable. I tried many different avenues and gave several chances for the technicians, service advisors and all those that represent bergstrom as a company to make the situation right and the choice was made to not make it right and now I have no other solution but to aggressively pursue my legal positions against bergstrom. 

  
  

  On Thu, Oct 19, 2023 at 1:35 PM ******************************* <******************************************> wrote:
  

  To be clear on my previous email, because I do not have pre pictures I will make the rim and tire right. My store has zero liability towards your cars mechanical condition because you purchased a car with a pre-existing condition. 

  
  

  On Thu, Oct 19, 2023, 1:09 PM *********************** <**********************> wrote:
  

  Thank you for the speedy response and update. Where I come from, its common decency to act in good faith; in the situation that an accident arises and you damage someone elses property you replace it with the same exact thing or with something better than what you damaged. In any case, given bergstroms reputation as an apparent reputable service center, you should be well aware that when a tires sidewall is damaged there is no guarantee of its integrity even if repaired. A vehicles tire sidewall should never be patched or repaired especially with an inch and a half ***** torn away. Unfortunately, as an apparent reputable service center the fact that you offered to repair the tire proves the fact that your willing to put your customers lifes at stake rather than paying for and rectifying the situation properly. At bare minimum you should have responded with (we will find your exact tire with an equivalent tread and condition and replace the tire we damaged. In addition we will cover the towing costs and refurbish the rim and verify that its to manufacturer specs. Finally, we will cover towing costs to a facility of reasonable choosing to install that replacement tire and cover any associated fees. Then an apology for the horrendous service and damage done is always a good thing). I asked if this was bergstroms final response and you informed me that it was. My life and safety is more important than using a band aide when you require stitches so I absolutely do not agree to have bergstrom repair the tire and rim. You and I both know that your diagnosis was inaccurate and instead of having integrity and telling me the real reason you recommended an engine replacement (because you didnt want to be held liable if the repair was done incorrectly) you chose to lie to me and lie to the warranty company about the diagnosis making this repair all the more difficult to complete. Luckily the warranty company made it right and canceled the policy for a %100 refund and paid the notorization for the cancellation so that I wouldnt have to. To be honest, I dont care about the money or anything else for that matter, I simply wanted to see if bergstrom would make it right. Its absolutely principle in this regard and companys like bergstrom have gotten away with **** poor customer service and unethical business practices for far too long. Your telling me that bergstrom wasnt at fault and indeed didnt damage the wheel. Ill give you the courtesy with the opportunity to provide me with the pre service inspection pictures that show the tire was damaged prior to the service done at your facility along with the diagnosis video. You somehow come up with that unedited by 4 pm today and Ill put this all to rest and even give you an apology because thats the person I am. I do however know that you wont be able to provide it and with that being the case I will reach out to the departments / entities I laid out in the letter of intent and bergstrom can fight with everything it has to be discredited from the better business bureau and the issuance of fines from the state of ********* department of consumer affairs and protection. The settlement just went up. Thank you for your time, good day. 

  
  

  On Thu, Oct 19, 2023 at 9:48 AM ******************************* <******************************************> wrote:
  

  This is the limit of our involvement.  I will gladly repair your wheel and tire. 

  
  

  On Thu, Oct 19, 2023, 8:59 AM *********************** <**********************> wrote:
  

  I outlined my demands in this letter of intent. I gave bergstrom until Monday, is this bergstroms final decision?

  
  

  Ps. I still require the video of the diagnosis, as I requested for it weeks ago now. Feel free to attach it electronically via email. Thank you. 

  
  

  On Wed, Oct 18, 2023 at 3:43 PM ******************************* <******************************************> wrote:
  

  ******, the claim was denied as your warranty company ran a carfax. They stated that last year the car had a coolant loss diagnosis and an engine was quoted at that time. The mileage difference is only about 50 miles. *** the contract you have with them if the issue is pre-existing the claim is denied. So in terms of our diagnosis and reporting we followed our normal process and do not have any liability in that regard. We did not test drive the vehicle either and it basically went from the parking lot to the work bay, back to the parking lot. I would have not have a reason as to why the rim would have been damaged here. That being said, I do not have any photos before the diagnosis to say with 100 percent clarity it was there before it came in. What I will offer is that if you bring me the wheel and tire I will repair that at our cost. I would say "or" bring the car but I understand it is not drivable. Let me know what you would like to do. 

  
  

  On Mon, Oct 16, 2023 at 2:04 PM *********************** <**********************> wrote:
  

  Sajwa2gbxblv05069

  Fox cities towing out of Greenville 

  
  

  On Mon, Oct 16, 2023 at 1:00 PM ******************************* <******************************************> wrote:
  

  I was able to retrieve the vin. Lots to go through here but can you provide me the company that towed the vehicle out of our facility?

  

  Business response

  10/25/2023

  Please see attached response. 

  Customer response

  10/25/2023

  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.
  
  The offer from bergstrom is being rejected as they continue to act without integrity. The offer written was not sensible as they claim their offer was acceptable to me. I had written if they did that in the first place and also reimbursed me for towing costs and covered future towing costs that I would have accepted it. Unfortunately that was prior to me having to reach out to third parties and sitting with my vehicle un drivable for some time. Obviously bergstrom is not even reading the material and documents provided which indicates they are not taking this seriously at all. Bergstrom advertises that they will include a diagnosis video displaying what the technicians are doing and I have never received that. There is a very good chance other shady things went on with the diagnosis that they are not willing to send me that video. I also gave them a chance by showing pre service pics of the car and they refuse because it will show evidence of a tire undamaged. Finally, I already have replacement tires so there is no tire to repair that will benefit me. I will include pics of damaged tire to third parties involved also. After so many deceptions and absolutely terrible service in the first place, I would be out of my mind to have bergstrom anywhere near my vehicle. 

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

  

  Business response

  10/26/2023

  Please see attached response. 

  Customer response

  10/26/2023

  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 

  At bare minimum you should have responded with (we will find your exact tire with an equivalent tread and condition and replace the tire we damaged. In addition we will cover the towing costs and refurbish the rim and verify that its to manufacturer specs. Finally, we will cover towing costs to a facility of reasonable choosing to install that replacement tire and cover any associated fees. Then an apology for the horrendous service and damage done is always a good thing). Above, you will read the exact words I sent to the service manager on what bergstrom should have done. I also said that I would have been okay with the tire replacement and rim repair should bergstrom had been honest from the beginning. That was before I had to pursue different avenues. I suggest bergstrom read the email threads between myself and the service manager. Rim and tire being excluded, not once did bergstrom comment or apologize for anything else I included in the letter of intent; lying about when you would have diagnosis results, not returning my phone calls, not providing updates, getting different diagnosiss from several different people, and literally the fact that the vehicle was misdiagnosed. Its really a shame that bergstroms response to the better business bureau is collectively a bunch of words trying to convince the better business bureau that its acting in good faith and that they are always taking customers complaints seriously. Its an excellent business tactic to convince the bbb its doing the right thing. Maybe bergstrom has in the past but certainly not with me this time. If bergstrom truly cared about restoring business / customer relationship with myself, the response would seem genuine not just a rebuttal with how they have always acted honestly and twist my words around about what I apparently am okay with. Bergstrom is not apologetic, nor do they honestly care about rebuilding our relationship. They only care about protecting their accreditation with the better business bureau so that it doesnt affect future profit. I unfortunately dont have any more time to go back and fourth with a company that doesnt care about its actions and how it affects someone elses life. I will extend the following offer one time to quickly resolve my complaint against Bergstrom. They can sign me a check for $1,800 to recoup the majority of my costs and send a genuine apology to myself in the way it conducted business. Anyone can say they didnt damage something but we all know its just hocus pocus. 
  
  Regards,
  
  ***********************

*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. ↩