Complaints

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 2023, Dropped 2008 Dodge off for estimate. Told were having trouble coming up with estimate as they were working with ******* on part prices. Then told truck at ***************** in *********, and not put back together yet. Huge suprise! We didn't authorize any work. Immediately talked to manager. Work was NOT authorized verbal orwritten. Manager apologized, said mechanic that had been working on truck was terminated for authorizing work without permission/similar prob with other customers. Confirmed we wouldn't be liable for cost of repairs. Stopped over at later date, motor just sitting uncovered on flatbed of truck. Took a pic, it was bad for motor to just lay in open & dust could get in parts that weren't supposed to be exposed. Later told truck was ready. Started *********** it's running really rough (wasn't running bad before, only overheating). Refuse to take possession of truck as it hadn't been running like that when we dropped it off for fear Bergstrom would stiff us with the damage they caused.We get a text saying it's a *************** have ordered a new one. Immediately call to be sure won't be charged. They assure us we won't be paying. (Recorded convo) husband told them to go ahead with the injector after confirming no charge. (Have recorded convo with certified diesel mechanic stating injectors could be messed up if motor not back together properly) Told they are waiting on injector. No word, Husband stops by, *********, the manager we worked with had quit. New manager won't do anything. **** had a text authoring work (text she is referring to is for the injector that original manager said wouldn't be charged for) Have texts, ********************* recorded convos documenting the injectors were not to be charged. Have paper showing work done on the *************** no charge because not unauthorized. Told to take truck, they'd put enough money in it. Truck runs worse than before. Now they say they are done. Our motor could be blown.

  

  Business response

  06/21/2024

  Please see attached. 

  Customer response

  06/22/2024

  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.
  
  Bergstrom contacted us and told us we could pick up our truck. That they hadn't charged us for the work. We are aware the work wasn't charged because the work done was NOT authorized and legally they can't do unauthorized work on peoples vehicles and charge for it or they would be making bank. We told them we still want them to repair what they broke. Our truck now has a significant misfire that did not exist before they tore our truck apart. This may be caused by particles getting into the injectors. (We had sent photos of it uncovered on the flatbed) They offered to replace one of the injectors free of charge previously, they put in an after market injector and the truck still ran rough. They told us it would need an oem injector instead. Said they would order it. But now they aren't and just want us to pick up the truck. That is unacceptable. 
  
  Regards,
  
  *************************

  

  Business response

  06/25/2024

  Please see attached. 

  Customer response

  06/28/2024

  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 fully.  For your reference, details of the offer I reviewed appear below.

   

  Bergstrom has offered to replace Injector with new oem injector free of charge, however we want to be sure that it is replaced with new recommended parts. 
  
  We will agree to Bergstroms offer to install the oem injector free of charge as previously promised as long as the following is also included at no additional cost (as these are recommended by manufacturer/one time use to be changed out at the time an injector is installed:
  
  New OEM Injector and
  1. New Injector wiring harness
  2. New Injector fuel line
  3. New Injector feed tube
  and anything else recommended to be done for a proper injector replacement. We believe this is a reasonable request per a certified diesel mechanics recommenation.
  
  If these terms are accepted, we will drop any further action and this problem will be considered resolved. 
  
  Regards,
  
  *************************

  

  Business response

  07/05/2024

  Please see attached. 

  Customer response

  07/09/2024

  [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. To be clear, there will be no charges for parts or labor as specified. A document signing off closing this matter will be signed and no business dealing after this shall be done between myself and Bergstrom Kaukauna. Please let me know when I should come and sign to end this matter. If I don't hear from Bergstrom by the end of the week I will stop by in person to see if the document is ready to be signed so the work can be done and the truck may be picked up. Thank you 
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a vehicle from them and we have an issue with the rear hatch, there is some plastic that is dimpled and bowing. I have reached out repeatedly to the dealership and never receive a follow up. I have to constantly ask them for information. It is almost as if they do not want anything to do with the issue. I want it fixed.

  

  Business response

  04/19/2024

  Please see attached. 

• Initial Complaint

  10/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I saw a 2023 Willys 4x4 Jeep Gladiator lot number ****** from Bergstrom Jeep Kaukauna listed at upfront pricing of ******. I went to the dealership and talked to a salesaman who stated that the vehicle were not changed on the wondow sticker yet but ****** was the price. l test drove the vehicle and when l got back the salesman agreed that the price was ******. After approximately 10 minutes the salesman stated the price was wrong on the website and the vehicle is really *****. The salesman advised that it was an error on the website and they will not honor the price as advertised. l checied on the price of the vehicle at **** hours on 10-14-23 and the price is still ***** for the vehicle. I feel as there is a bait and switch going on at the dealership. I request to be contacted about this issue. l have tried contacting the corporate office and the dealership. Thank You *************************

  

  Business response

  10/18/2023

  Please see response attached.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle (2012 Jeep Grand CherokeeOverland Summit) from Bergstrom Jeep in Kaukauna, ********* on January 12, 2022. The second day the dash traction control, transmission and 4x4 dash lights came on. The 4x4 computer needed to be replaced(1). I told them the button to raise and lower the seat was pushed in(2) the rear plug in was pushed in(3) the driver side marker light was burnt out(4) and it needed new windshield wipers(5). When I brought it in to get the 4x4 computer replaced they made me feel like a burden and they made sure I knew they were doing me a favor. (This was my first solo vehicle purchase and I felt they knew it). After they were done and when I drove the 1 hours home, none of the things besides the 4x4 w were replaced. They marked they were but light still burnt out, buttons still broke, etc. I ended up fixing one button, putting on new wipers and replacing the marker light. I didnt want to go back to be belittled or treated like i previously was. Not that long later all the same lights came back on and the vehicle wouldnt move. After less than 10 weeks it needed to be towed back to Bergstrom ($400) and in need of a new transmission. Over $1600. I was stunned but what was I going to do. I had an intoxalock ignition installed which they set off at Bergstrom so It had to be towed to the nearest intoxalock dealer and serviced ($100). After all this it's still not completely fixed. I feel stupid, used, and sometimes sad. Now I can't afford the vehicle. I never herd from Bergstrom after repeated calls the ***** in Service or anyone else.Thank You,************************* *Attachments

  

  Business response

  07/07/2022

  Dear BBB,

   

  I have had an opportunity to investigate the complaint from this Guest and determined the following. 

   1.  The Guest purchased this Jeep with ******* miles. He signed off that he did not want a *************** Contract so he left with our 30 day **** mile limited Used vehicle warranty.

  2.  The Guest brought the vehicle back more than 30 days later with ******* miles on it for a noise concern and we found a short in the ****************** Slip Differential motor.  We replaced the rear axle motor kit and vehicle checked okay. Bergstrom paid the $1,071.90 ****.

  3.  At ******* miles the vehicle was towed in with a transmission issue. Bergstrom offered him a used part option to save cost and the Guest went that route and agreed to pay $1,649.77 of the $2871.76 total ****. Bergstrom wrote off the rest. Bergstrom did offer to buy the vehicle back at that point and the guest refused.

   

  In addition to *****, the sales managers *************************** and *********************** were involved to try to satisfy the guest.  We apologize if ************** felt he was treated poorly.  That is not our business philosophy and in my experience not how ********************** operates.  Since he purchased the vehicle, Bergstrom has paid for the majority of the repairs even though the vehicle was not covered by any warranty.  We have also offered to buy the vehicle back if ************** is not happy with it.  It seems to me we have acted fairly.  If ************** is still not satisfied, I would recommend ************** contact the General Manager, ***********************, at the dealership ************* as he is familiar with the situation and empowered to resolve guest concerns.  He says ************** has not reached out to him with his concerns. 

   

  Regards,

  *****************************

  Executive ******************** General Counsel

  Bergstrom Corporation

  Customer response

  07/07/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  07/13/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  07/18/2022

  Dear BBB Starting off there are a few discrepancies.  As far as offering to take the vehicle back this is what I suggested right away.  I was told its past that point and they would do a favor" and pay for the four wheel drive.  If this is still the offer I would gladly accept.1)The reason I was more than 30 days out was because I was told there were no openings. Mind you I reported this the day after I purchased the Jeep. As far as the service contract, the sales associate told me the Bank would not cover it.  I wanted the service contract, instead he put unneeded gap insurance ($800) on which I already had through my insurance.2)The ********** limited slip differential, windshield wipers, burn out marker light, caved in driver seat adjustment and caved in rear plugin were the concerns to be addressed which ***** told me hed call when they came in which I never received.  I replaced the bulb, fixed the seat adjustment. And replaced the wipers.  I understand this was a used vehicle, but this to me and the sand in the center counsel which the salesman apologize for, was evidence this vehicle might have not been through ally inspected.  Dash lights came on a for what was later the ELECTRONIC LIMITED SLIP DIFFERENTIAL, as I was Driving it home after the purchase.As a side note the second time I had to drive to Bergstrom I had to turn around due to some miscommunication in scheduling.  Dr  The Jeep is a 5.7 V8 which is not the best on gas mileage and it being 75 miles one way.  I do want to note Bergstrom did provide a small amount for gas in the form of a gift Which did cover almost one trip.  At the point of the transmission failure I was concluded with Bergstrom.  The Dash lights were still on, and I was getting the run around.  I decided to take the Jeep to the local Jeep dealership. They offered to fix it but Bergstrom insisted I bring it to them.  I was given the impression Bergstrom would cover the cost since I just purchased this vehicle.So I researched companies that could tell it the 75 miles at reasonable price which **** cost me $400. I also had an intoxalock breathalyzer in my car which bergstrom set off I had to have it towed from bergstrom to the nearest intoxalock dealer at my cost. Then when I went to pick the vehicle up it said it was in a lockout and I had five days to get it serviced at a cost of $140. My account is still negative because I cannot afford to pay it. Credit card fees, gasoline, time, stress and embarrassment have made me ashamed to tell this story as I feel I should have known better.  I felt taken advantage of and spent thousands of dollars and the vehicle Dash lights are still on because Im terrified if I take it in there will be more wrong.  Ive driven the vehicle one month out of the last four.  

  

  Business response

  07/19/2022

  Dear ****************,

  
  

  Attached please find ********************** response to this matter.

  
  

  Thank you.

  Customer response

  07/25/2022

  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.
  
  [Please type your response here.]
  
  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. ↩