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:01/14/2025

  Type:Service or Repair 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.

  We bought a 2018Ford Escape on December 29th, 2023. Because of the New Year hoilday we could not get our Escape in until January 3rd 2024. *** took it in becasue the oil light was on since we bought it and also having battery issues, (not keeping a full charge.) They told us if the salesman ****** ok'd a new battery they would give us a new battery. When they called him while we stood there, his answer was no to a new battery. They did fix the oil problem but did not check into why the battery was not keeping a full charge. Since then our Escape has been back into them for: Sept. 16th 2024 lights on the dash coming on after we went over a railroad track, They went in and only clearded the code. ( The dash lights that came on air bag,hill ***** trac. control.. And also had a humming nosie coming from front end. At this time the drive axel was marked caution. They replaced the passenger front axel. Still hear humming and on sept. 24, 2024 they replaced the left axel. Now on January 3rd 2025 my husband took it in for an oil change and now the horn is only working intermittent and still having problems with the battery. They will not even check to see why we are still having battery problems if they could be an electrial issue or not. I have been talking to ****** in service. This electrical issue has been going on since we bought it. It has been in there 4 times within a year. With our horn not working all the time this is a safety issue. When I told ****** maybe our Escape was bad before we bought it and she agreed that maybe it should not b]have been sold. We just want them to check out the battery issue, horn issue and electrical issue. We feel these could be covered under our warrenty or that Bergstrom shoudl pay for the reapirs since we told them about the battery issue less than a week after we bought the 2018 Escape.

  Business Response

  Date: 01/23/2025

  Please see attached. 

  Customer Answer

  Date: 01/23/2025

  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.
  
  On January 3, 2024 five days after we bought the Escape we took it in because the check engine light was on. We also told them about the battery issues then, Nothing was written down about the battery. While talking to them about battery they told us they would have to call ****** the person who sold us the Escape. If he agreed back then to replace the battery they would since we only had it a few days. ****** said no so they did not replace it then. We are still having the same problem with the same battery and feel this is something that should have been taken care of and that ****** should have agreed to replace back then to replace the battery. Having a vechile for only 5 days and you have problems with the battery they should replace it. 
  
  Regards,
  
  ***** ****

  Business Response

  Date: 01/30/2025

  Pleaese see attached response. 

  Customer Answer

  Date: 01/31/2025

  [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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:10/03/2024

  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.

  I got a car from them,my ***** looked at it said it has oil all over in the engine,told them right away,they said they washed off the oil and didn't see a leak,the battery died within a month,they actually replaced that said the battery was junk,my dash lights warning lights saying everything is malfunctioning keep coming on,they said they cant help me,so the 3rd time it happened I took it to Vans Honda,they couldent believe what was happening under my hood,oil everywhere,major leak,leaking from timing cover,valve cover,rear cam plate,possibly other areas,they found several houses swollen,bloated and appear ready to fail from oil contamination,I told them it was leaking when I first got it and they said no,the fix would cost $3735.17 and they wont fix it,they said too bad so sad,I reported the leak right when I got it as you can see on the paperwork,I want them to pay for the repairs that they should of fixed when I bought it and brought it to their attention,they said I didn't purchase a extended warranty, I looked in all my paperwork from them and I was never offered one,and this was going on when I got the car and they blew me off,this is not how you do business,isn't there a lemon law?

  Business Response

  Date: 10/09/2024

  Please see attached response. 

• Initial Complaint

  Date:03/12/2024

  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.

  In August 2023 we purchased a 2017 **** Explorer. We were very excited as we believed the dealership was very honest and loyal to their customers. Soon after we purchased this vehicle for a little over $12,000 we noticed some issues such as the engine light coming on. We had a mechanic look at it and basically we had to replace all 4 O2 sensors. Figuring that was it 3 days later the engine light appeared again. Taking it to the mechanic we were told that it was the catalytic converter. At this point we called Bergstrom and notifed them of the situation. Bergstrom stated that they would fix the issue but we would have to come out of pocket $700.00. Later being told this was never done. A month later the engine light appeared again. Taking it yet again to a mechanic we had to replace the purge sensor. This costed us over $200.00. February of this year we started hearing a humming sound in the rear. We immediately took it in to a mechanic. We were told it was the wheel barring and hubs. We paid a total of $456.00 to have these repaired. During the process the mechanic stated that the wheel barring and hubs were heat welded to the spindles of the rear. We eneded up paying another $200.00 for the additional labor. At this time we contacted Bergstrom for some relief in this issue. We were told that they needed the car immediately and to have my mechanic stop the work. Unfortunately the car was up on a lift at this time with the rear suspension completely removed and tires were also removed. The dealership stated they needed the vehicle. At that point my mechanic refused as if the vehicle was towed it would cause serious damage to the car and the insurance company would total the vehicle. My mechanic stated that these issues the should have been noticed during a proper inspection and therefore he would not allow the dealership to remove the vehicle. We are now dealing with a water pump costing over $2000.00. We think this was a improper inspection.

  Customer Answer

  Date: 03/13/2024

  We did not receive a warranty with the vehicle from Bergstrom ***** so therfore we filed the complaint as is.

  Thank you

  Business Response

  Date: 03/22/2024

  Please see attached. 

  Customer Answer

  Date: 03/30/2024

  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.
  
  We are rejecting the response from the business as our vehicle is still being worked on.  Our vehicle has now been in the shop for a total of 4 weeks accumulating significant repair bills totaling over $8000.  Not including rental car fees.  ************ and I believe these repairs are unnecessary as a proper inspection of the vehicle should have been conducted prior to selling.  

  We also believe with our counsel that we have proper documentation to prove this vehicle was sold without a proper inspection which is state law.  

  We would like to continue to work with the company on a fair resolution in this unfortunate matter.  
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/08/2024

  Please see attached response.