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:02/20/2025

  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 took my car to the shop pay ************************************************************************************************************ any of my money back and they are over over charging people

  

  Business Response

  Date: 02/27/2025

  Please see attached response. 

• Initial Complaint

  Date:02/10/2025

  Type:Sales and Advertising 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 January 31, 2025 we purchased a *** ******** from Bergstrom *** in ********. We felt the experience overall was just fine. We decided to get the protective exterior/interior coating and to leave the vehicle at *** over the weekend so they could detail it, so we never actually saw our vehicle since test driving it the prior day.After finishing the necessary paperwork our sales rep. ** went to a webpage and asked for her phone number. He told us that she would be receiving a verification number to read back to him. We did so not thinking too much about it, he then VERY quickly filled out her customer service feedback form for her without asking us any of the questions along the way, giving himself perfect Smiley Face ratings.I thought this was strange and after her hit submit, I asked him what he had just filled out. He dodged my line of questions, adding that his Manager requires it's done right away and it is no big deal. It was at this point we realized it was a feedback survey, and I pointed out that we should be the ones to fill that out and asked him what the four questions were that he put Smiley Faces on. He would not ********* we were getting ready to leave, the manager called ** and told him that we needed to fill out the feedback form. Turns out he had entered the wrong VIN. He asked for the code again from my wife, during this I said, perfect now we can see the questions and find out what you filled out for us. He laughed saying something like, of course, it's no big deal. However, when we got to the survey screen he once again quickly put the smiley faces in and hit save never allowing us to review the questions or giving us the opportunity to fill out our feedback ********* raved that his location has the highest customer service reviews of any location. I believe the reason for that is because the sales **** are filling out the survey's for themselves. This practice needs to be stopped.Attached are the two surveys referenced.

  

  Business Response

  Date: 02/13/2025

  Please see attached response. 

• Initial Complaint

  Date:11/11/2024

  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.

  I initially took my 2022 ********** Passat into the **************** on *************** to be serviced after I was t-boned. The exterior looked great, but upon picking up my vehicle, I found that the keyless entry wasn't working. The service center had just closed for the day and I didn't see anyone inside so I went home and planned to make a followup service appointment. The *************** location said they wouldn't be able to work on my car since it was a **********, so they referred me to the ********** dealership on ****** Road. After coming to my followup service appointment there, I paid the $1,017 invoice, believing that most would be reimbursed under my insurance policy. I found out through the invoice (attached) that the keyless entry was defective due to the door handle either not being plugged in or being faulty. My insurance company called me to let me know that they would be denying my claim because, upon calling Bergstrom, Bergstrom told State Farm that the pre- and post-scans for my initial visit in August/September didn't show a problem. The company said that it must have been a coincidence that my keyless entry wasn't working. There were only two hours between Bergstrom calling me and telling me the repairs were done to the time I came and picked the vehicle up. It's not possible that the door handle just suddenly unplugged itself or became faulty within two hours, and given that the car was unable to be opened without pressing buttons on the key, it is not possible that Bergstrom didn't know that the keyless entry was not working. The dash also constantly flashed a message saying "keyless defective," which I noticed immediately upon picking my car up. If you need any more context, feel free to view my ****** review I left for the ********************************.

  

  Business Response

  Date: 11/15/2024

  Please see attached Answer

  Customer Answer

  Date: 11/15/2024

  
  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,
  
  Zea ******
  

• Initial Complaint

  Date:08/02/2024

  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 purchased a 2020 Jeep from the ***** location 2/23. Less than a month later, the shifter began flashing while driving & it would not go in reverse. I videotaped the flashing shifter, immediately called the dealership to report the problem & ask for assistance. I was told to get a tow truck. I then brought the vehicle to the dealership. I showed the ** the video & explained the problem. To my shock, he sent me home not having the vehicle checked by a mechanic, instead he told me that If the vehicle was not "acting up" at that time, there was nothing they could do. That's a lie. He said he would document the incident should it happen again & could then honor the warranty. It did happen again, I went back for assistance. The technician told me there was nothing wrong, that the flashing was because the door was open. I told him that was not the problem because I don't drive with my door open. He pointed to the door & said "get the f*** out." I left in tears. This is a 30k vehicle that was completely unsafe to drive. I then went to the ******** dealership & spoke with ****. He took it to Oshkosh as I was afraid to drive it, got me a loaner, as I had a flight to catch in *********. It was "repaired" for $580 however the problem never resolved. I called the ******************* repeatedly as I needed an immediate remedy, the suv would not go in reverse. The service advisor was extremely rude to me, laughing at me at times, telling me I could leave it ************* could drive it around until they experienced the problem but wouldnt give me a time frame to fix it, weeks he said. A rental vehicle would cost me over $500/week. Fed up, I went to another repair shop & was advised the vehicle needed an entirely new transmission at a cost of $7000. I was advised by that repair shop to call ************* to start a case for assistance.As a loyal Bergstrom customer of 30+ yrs I expect an acceptable solution. This vehicle is dangerous, these men wouldnt let their wives drive it.

  

  Business Response

  Date: 08/09/2024

  Please see attached response to Complaint. 

• Initial Complaint

  Date:05/10/2024

  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 (*****************************) and my husband have been in contact with Bergstrom Auto LLCs corporate address in ******, five times within the last six months to be removed from their postal marketing junk mail, in which they have failed to do so. I and my husband have contacted Marketing Director *************************** from the corporate office in ******, and spoken multiple times with her on the phone to have us removed, which we still receive Bergstrom postal marketing junk mail. We do not service Bergstrom, or affiliate with them in anyway. At this junction, Bergstrom auto is in direct violation of Consumer privacy data Act 1494. Bergstrom auto does NOT have our permission or legal consent to have our information obtained to send us postal junk mail. I demand that Bergstrom Autoshall cease and desistall postal marketing mail being sent to our address, to stop immediately. It is ******************** responsibility as the Director of marketing, to ensure we are removed from all postal marketing and through Bergstrom's IT department. The address listed below shall have our information removed immediately from Bergstroms postal mailing list:***************************** ************************************************ If we continue to receive further postal marketing email beyond the submission of our complaint, we are prepared to file civil litigation against Bergstrom LLC, which they must follow in accordance under federal law.Regards,*****************************

  

  Business Response

  Date: 05/16/2024

  Please see attached Answer. 

   

  Customer Answer

  Date: 05/16/2024

  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.
  
  Nothing has been requested to us in terms of submitting a piece of junk marketing mail from Bergstrom and/or from *************************** at any time. I was advised from *************************** that all mail would cease when she applied the Do not contact, in which case, we still receive these junk Bergstrom maintenance cards/vehicle purchase cards. These specific cards continue to persist at our address approximately every two weeks and have continued for the last 18 months.  The address of the mailer that we receive the junk Bergstrom cards are from the following: P.O. Box 880-************-********-60186.  
  

  Furthermore, as noted from Bergstroms exhibit of our attempts of requesting exhaustively to be removed, it _still_ continues. Until we stop receiving these mailers, we will continue to pursue legal action pursuant to Federal law code, which is clearly documented, and in accordance Wisconsins consumers laws. 
  

  We continue to demand that Bergstrom exhaust all efforts to have us removed from any and all junk mailing outlets from their marketing, as its their duty mandated by law to do so. 
  

  A record of this document has been retained for legal purposes. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/10/2024

  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.

  We wanted to purchase a ** and the salesman ******************* told us we need to hurry and close before end of year to get the ** tax rebate of $7500 because the rebate program was changing for 2024. So we hurried and closed on December 27th 2023, at that time he told us the paperwork would be field by them to the **** We found out when doing our taxes that he completely lied and the paperwork was never field because the price of the vehicle was greater than allowed. Bergstorm should be ashamed they have salespeople operating at such a low moral standard, and after numerous attempts we have yet to hear from the manager. I filed a complaint with *** also.

  

  Business Response

  Date: 04/15/2024

  Please see answer attached. 

  Customer Answer

  Date: 04/15/2024

  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.
  
  **** was very boastful of the amount of insensitive offered, and he was adamant that the tax credit was in addition. Again, he told us ********* would handle sending all the info to the *** so we can claim the credit on our tax return. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 04/18/2024

  Please see attached. 

  Customer Answer

  Date: 04/18/2024

  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.
  
  The information provided by the dealership does not change the fact that they failed to follow the correct process and the sales rep over promised something they should not have. Bergstorm owes me $7500.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:03/21/2024

  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.

  This happened today, 3/21/2024, and it has happened many times before. I own an electric Mini and go to ******* once a month. I need to be sure I can recharge here. I have often found all the chargers on your lots occupied, but usually not actively charging. Sometimes the car in question is done charging and sometimes a car (electric or not) is simply parked in the chargers space. When I go inside to request information on whether the cars owner is an employee, or a customer, or whether its being charged by (or simply parked) the dealership after service, I get dismissed. I understand that except for when your service department put the car there (which has often been the case), its not your responsibility. I always begin my quest for help in an open frame of mind. When I enter the dealership, there are usually many employees, but no one will make eye contact with me. Good thing Im not trying to buy a car (I will buy a second electric car in the next year).When I can corner an employee, I usually get disinterested service at best, but occasionally dismissive and sometimes outright rude. The gent that helped me today was polite, though he was unable to help and had no knowledge of which chargers on the lot were fast chargers and how many cars could be connected to each at once.Your employees treatment of electric car owners is foolish. The easiest way to meet new EPA tailpipe emissions limits is to increase electric car sales and a big hurdle is range anxiety. Better training and customer service on the publicly available chargers on your lot is the lowest hanging fruit.When friends and strangers ask about range problems when traveling, I accurately relate my difficulties and specifics of the charges at issue and their locations. Thank you for your attention and for your care in training staff on this issue in the future.

  

  Business Response

  Date: 04/01/2024

  Please see attached response. 

  Customer Answer

  Date: 04/12/2024

  [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. 

  I have now read the Answer the business filed with BBB and while the representative mischaracterized

  (1) my interest in getting the charge for free (I would pay if I could) and

  (2) the fact that the charger has been delisted from the public network of both free and for-pay chargers (it is listed on that network, or at least was when I tried to use it on the day of my complaint),

  I do respect the business' desire to charge for electric car charging, and the fact that it has been difficult, (though not impossible) to do so in ********* until the law changed.
  

  
  

  At any rate, his statement that employees have been instructed to be polite has not always been effectuated.  I purposely didn't complain on dates when employees had been rude and dismissive because I didn't want any employees to be harmed for what I believed was probably was poor training.  Instead I waited until I had been treated at least moderately well.  I always believe in giving the benefit of the doubt.  I only complained because the problem was almost universal for this business, indicating something needed to be improved.
  

  
  

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

  
  

• Initial Complaint

  Date:12/08/2023

  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.

  Brought an RV to Bergstrom on 06 December for an oil change and purchase of 6 new tires that were to be mounted and balanced. When I picked the Vehicle up at the end of the day the tires made the vehicle shake and the ******* light came on. I returned it the next day. After they looked at it they sent me a text saying that the reason it shakes is because they do not have a tire balancing machine for tires that big and they put balancing bags in the tires. They said my keys are ready to be picked up and I should take them to Pomps tire to have them balanced. They were not offering to refund the $360.00 they charged me to mount and Balance the tires. Now they tell me they do have a Balancer for tires this size and they will balance them today. I have lost 3 days of getting ready for a trip and they are still not done. They still havent responded to the ******* issue but I have found that n the invoice I was charged for 10qts of oil but this motor actually takes **** qts of oil. They sent me home almost 5 qts low on oil which may have damaged the motor. These people should be compensating me for my lost time and should also be honoring a life time balance since I do not know if they even have the capability because originally when they sold me the tires they said they could balance them. When they failed they said they couldnt balance them. Now they say they can Balance them. I have spent the entire day making calls and leaving messages.

  

  Business Response

  Date: 12/13/2023

  Please see attached response. 

• Initial Complaint

  Date:09/16/2023

  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.

  I would like to contact you about my recent experience with a Bergstrom ************** on **********. in ********.I had my rear shocks and struts replaced at this location in Feb of 2023. On 9/4/23 I heard a clanking sound near my right rear tire. It sounded exactly like my car did when I brought it in in February. My husband brought the car back to have the rear shocks looked at on 9/6/23. The woman at this location tried to convince me that the sound was due to vibrations from the front struts. I had no concerns about the front struts as these were just replaced in March of 2020. My husband tried explaining MANY times that the front was not the issue and that the rear right side was the issue.So I ended up paying $896.44 for something that I wasn't concerned about and left with my car still making the same clunking noise that it arrived with.My husband returned to this Bergstrom's service center to discuss the problem with the people working. They ASSURED us they would "make this right with me" as when my husband again explained the problem, the worker could see the part hanging off in the back just by doing a visual inspection.9/7/23 my husband returned again to make sure the issue was fixed. This time they agreed that there was a part hanging off the back right side. They took that off and now my car is not making the sound, but I paid $896.44 for something that I wouldn't have had replaced bc I wasn't experiencing any issue with it. The shuttle was supposed to pick my husband up today, but he hadn't arrived, so my husband got my mother to drive him to the service center to pick up the car. This experience has been nothing but awful and stressful and in fact caused me to spend $896.44 for a noise that was fixed for $0.I don't feel that this situation was "made right with me" and I am now out $896.44 for something I didn't even want fixed in the first place.I emailed *** Bergstrom about this and have received ZERO response.

  

  Business Response

  Date: 09/26/2023

  Please see attached. 

  Customer Answer

  Date: 09/27/2023

  [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:08/08/2023

  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.

  We are a local automotive repair shop.We installed a used ****************** in a vehicle.It was dropped off at Bergstrom for programming.We normally do our own programming but Dodge/Chrysler was having issues with their aftermarket programming. They ended up installing a new ***, a trans solenoid, & programmed it. We paid $1145 for this service. Upon pickup the old *** core was sitting on the dash & the check engine light was on.There was fuel injection codes that weren't present before.They cleared them but within 2 blocks they came back. We ended up replacing the fuel ***************** plugs at our shop & still couldn't get the codes to clear. We brought the vehicle back to Bergstrom. They replaced the *** under warranty. We picked it up months later.The check engine light was still on but this time with oxygen sensor codes. We replaced the oxygen sensors even though they tested good. We dropped the vehicle off at Bergstrom a third time. After testing they determined the new oxygen sensors we installed were faulty. I told them replacing the oxygen sensors again wouldn't likely fix the issue.They proceeded with the repairs.Weeks later they called & said the oxygen sensor didn't fix ********* would need more time to diagnose.Weeks later they called & said it was fixed.I picked it up & test drove the car.The check engine light is off now but the car won't drive over 30 mph.They billed me $700 without my consent & THE *** IS STILL NOT FIXED!!I've contacted the location's GM, service ******** ********* advisor.Now they're just ignoring me.This whole process has been drawn out over 8-9 months.***** there answers the phone or returns calls. Noone follows up. I was even told be one service advisor that it's not their problem, they're overwhelmed. This service department lacks customer service & the ability to repair vehicles.There is no quality control as everytime I've picked up the vehicle it hasn't been repaired & should of never been returned to the customer.

  

  Business Response

  Date: 08/18/2023

  Please see attached response.

  Customer Answer

  Date: 08/18/2023

  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.  

  There is inaccurate and false information in your response. Unfortunately, I will have to describe in full details the events that followed so I apologize for the lengthy response but it appears that there is a lot of bad informaion being passed from party to party. The vehicle NEVER ran rough until after Bergstrom repaired it. Yes, we replaced the transmission and *** with used parts. We usually perform our own programming but because Chrysler Wi-tech / ************** was having issues with their aftermarket application we could not perform the programming. I even contacted Wi-Tech / ************** support for this programming issue. Wi-tech / ************** is the same programming application that the dealer uses but they are setup on the dealer format and independent shops are setup on the aftermarket format. They remoted into my laptop and attempted the programming too. They informed me that the aftermarket application was down with no ETA on when it would be repaired. She informed me that a dealer should be able to program the **** That's the only reason why the vehicle ended up at Bergstrom in the first place. I also have to mention this is not the first time we had an issue like this. In the past we dropped a vehicle off at Bergstrom and requested for a *** to be programmed. Instead their call center did not relay the information correctly and once they pulled the vehicle into their shop they started to diagnose it. When I called to check on ETA of completion, they said they are still looking at it. I asked what they were looking at and they said were diagnosing codes. I said there was nothing to diagnose and that they only needed to program the **** They tried to charge me 2 hours of diagnostics plus the programming. After a brief conversatoin they waived the diagnostics fee. There should of never been a diagnostic fee in the first place. They failed to communicate and tried to pass the cost along to me. Again with this particular vehicle, the only thing I asked them to do was to program the **** I never stated that it ran rough. The customer can attest that this vehicle also never ran rough, so why would I say that? Make absolutely no sense. The only codes were P0700 tranmission control system, P1745 transmission line pressure too high / too low, and P0934 hydraulic pressure sensor circuit low. These codes will not cause a vehicle to run rough. It may cause the vehicle to go into reduced power mode which will not allow it to drive past 30-40mph. I did give them permission to replace the *** because they stated they were unable to program the used *** we installed. Also you mentioned that after replacing the *** and programming that the original codes were gone but new codes appeared pointing towards the oxygens sensors. This is false. The codes at that time were pointing towards fuel injectors. I have documention on my end if you would like to see. I also brought my customer in at that time and walked him through our diagnostic procedure which lead us to believe there might of been restricted fuel injectors. I have my customer as a witness and proof that the codes after the initial *** replacement were not oxygen sensor related codes but fuel injection related codes. After we replaced the fuel injectors, the fuel injection codes still would not clear. Since the fuel injectors were replaced and the wiring circuits all tested good the only logically fault was the ***, which was replaced by Bergstrom. I contacted Bergstrom and dropped the vehicle back off. The vehicle sat at Bergstrom for months. Finally they said they would replace the *** under warranty. They called and said the vehicle was completed. I went to pick it up. When I walked out to the vehicle the old *** was still sitting on the dash and they need that part back for a core. So I brought it inside and handed it to *****. I went to leave and upon starting the vehicle the check engine light was still on. I went back inside and talked to *****. He came out and scanned it. This time the codes were oxygen sensor related. He cleared them and I left. These codes could of falsely set during programming so I figured no big deal. Within one block the codes returned. I drove it back to our shop. I contacted Bergstrom and told them what was going on. In the meantime we diagnosed the vehicle and ended up replacing the oxygen sensor even though they tested good, we thought maybe there might be an intermittent issue that was not revealing itself. Replacing the oxygen sensors did not resolve the issue so we dropped off the vehicle again. You also typed that Bergstrom informed me that most likely the oxygen sensors needed to be replaced but doing so was no guarantee. This is also false. Please ask *********************** about the conversation we had and tell him upfront and honest. When we spoke he told me that they diagnosed it and that the oxygen sensors we installed were bad because they had antiseize on them. Most oxygen sensors out of the box come with antiseize on them or a packet of antiseize. I told ****** that we already replaced the oxygen sensors and that I didn't feel confident that replacing them would resolve the issue but if they felt that would resolve the issue then to proceed. I also asked ****** to follow up with me regarding cost. He never followed up. Weeks passed and I called. ****** said they were waiting on parts and that they will be in the following day. The following day ****** called and said the oxygen sensors did not fix the issue. After our conversation he said he would not charge me for the oxygen sensors and labor because it did not resolve the issue. He said they'd tried to get it  back in when they had time. Several weeks went by and finally ***** emailed and said it was done. I asked for details and costs. I received no response. I decided to pick up the vehicle and Bergstrom handed me a $700 bill. I never authorized any of the repairs. It was under my impresssion that since all these problems started after their *** replacement that they were taking care of this under warranty. When I picked up the vehicle the check engine light was finally off. I decided to test drive the vehicle. I got onto highway 41 and 1/2 mile later the vehicle started to sputter, lose power, and it stalled. I got it to restart and limped off the highway and all they way back to ATF. The next morning I drove it and the same thing happened. We only had the vehicle at our facility for 1 1/2 months and that was because we were waiting on parts (transmission, subframe, and ***) and attempting programming that was the fault of the software. Bergstrom had this vehicle collectively for 7-9 months. Now that you have the true story ****************** you can make an informed decision. I called Bergstrom several times. Most time I get no response from the service department. I'd leave messages and voice mails. I'd send emails to *****************, ***********************, and *****. ****** was responsive for a brief period but besides their service department consistently failed to respond or update me. I welcome you to come drive the vehicle youself to see if it runs rough. Again myself, my technician, and my customer can all attest that from day one this vehicle did not have fuel injection code, oxygen sensor codes, and the engine did not run rough. It only had transmission codes and transmission issues. The *** on this vehicles controls engine and transmisision related functions to include fuel injectors and oxygen sensors. ***************** also said in our conversation " We know you use to work for Bergstrom". I ask, what does that have to do with anything and how is it relevant to this situation? I also ask you to do a ****** review of that store. Please look at the reviews and click the lowest reviews tab. You will see that 80-90% of the reviews are regarding that service department. I think that says something about the quality of that service department from top to bottom. 
  
  Regards,
  
  Gie On Behalf Of ********* *********** ***

  

  Business Response

  Date: 09/06/2023

  Please see attached response. 

  Customer Answer

  Date: 09/15/2023

  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.
  
  I'm not sure where to proceed regarding this matter. I find this situation completely ludicrous. I'm appalled by your statement that "you have not done anything wrong". There were so many wrong things done with this situation I do not wish to type in a letter, although several of the things I've already mentioned. From the responses and lack of responses, to the inability of owning up and accepting responsibility for a very poorly handled situation. No offense but more or less you are the middle man in this situation. You received the complaint, then you had a conversation with Bergstrom ********'s service team and they relayed inaccurate and false information to you. Then, you just hear my side of the story through a third party. They didn't tell you how they stalled on repairing the vehicle. Some of that time was waiting for parts and that is understandable but eight to nine months? They didn't inform you that they failed to return most of my calls, emails, voicemails, or messages left with the receptionist. I even called Bergstrom Corporate and left a message with the fixed ops manager during this whole process and I never received a response. I don't know how many times I have to state this but the vehicle did not have or exhibit any of the problems that are ongoing prior to service at Bergstrom ********. I work in the field, I know if a problem is coincidence or related to repairs that were performed. There is no need for me to **** off repairs on your service department when we are more than capable of doing our own repairs. 
  We still have the matter of the oxygen sensors. ****** said he would not charge me for them because it did not fix the issue BUT I was charged for them. I asked ****** what he was going to do since replacing the oxygen sensors did not fix the check engine light. Was he going to leave the Bergstrom oxygen sensors in? If he was, then I would need my oxygens sensors back so I could send them back to my supplier for a warranty credit (ATF replaced the oxygen sensors before we dropped off the vehicle so they were brand new). I told him this in a verbal conversation we had over the phone and reinterated this in an email conversation. Some of the emails went unresponded and some of the emails ****** actually called me. Those emails will also be attached for you to review. Was he going to reinstall my oxygen sensors? If he did, WHY DID I GET CHARGED FOR OXYGEN SENSORS? That would mean you charged me for parts you did not install. I would consider that fraudulent, wouldn't you agree? I still have not paid invoice  ****** for $700 because of this issue. Not to mention I never consented to any of the charges besides the replacement of the oxygen sensors and that was because ****** said ATF's oxygen sensor were defective/ faulty. His reasoning: because they had antiseize on them. Any reputable technician knows that new oxygen sensors come with antiseize on them. I decided not to call out ****** on this because I never want to undermine or question another shop's diagnostics. 
  I think we'll both be happy to know that the vehicle is correctly repaired. In fact I sent an email to your team at Bergstrom ********. It will be attached to this response. The details you need will be in that email. I will also have you know that neither **, ******, or ***** responded to that email. Although to be honest I already knew they would not respond because that's how they all behaved from the beginning. Also throughout this whole process there was never once a single apology. Even an apology for not returning a call would of put some respect on the subject. 
  The resolution I selected which was to "finish the job" meant for Bergstrom to stand behind their repairs. I had a conversation with ** a few weeks ago and he said at that point he felt it was best that we diagnose and repair the vehicle then to go from there. What I would like is for Bergstrom to pay my invoice for my lost time and cost of parts. Or you can waive invoice ****** for $700 and reimburse me for the repairs performed on invoice ****** for $1144.74 because it was what created this situtation to begin with. Please see the attached emails and our repair order. You'll see on our repair order what it ended up costing us to re-repair what your service department attempted to repair. Also know that there is A LOT of labor hours that are not even billed out on our repair order. You'll have to sort out the email conversation I had with ******. For some reason the email reads in chronological order from bottom to top. At any time feel free to reach out to me personally. ********* and Service main line ************. My cell ************. My email ************************** ********* and Service address ********************************************* 
  
  Regards,
  
  Gie On Behalf Of ********* *********** ***

  

  Business Response

  Date: 10/04/2023

  Please see attached. 

  Customer Answer

  Date: 10/05/2023

  [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 although I still am not in agreement with the actions I'd rather accept the offer and move on from this altogether. 

  It's unfortunate that even when you provided all the email conversations and documentatons to include our diagnostics that you still can't admit that Bergrstrom ******** is at fault. Where they especially failed is their diagnostics, repairs, standing behind their repairs (warranty), and customer service. I understand you have to stand behind your team but it says something about a company when they can own up to their mistakes and make good on those mistakes.   
  I know without escalating this situation further that there in nothing else you will offer. I have taken a far larger hit financially and time-wise than you have and there is no way for me to recoup that unless you compensate me. Based on your goodwill offer we both already now that's not going to happen.  
  Why do you keep eluding my question regarding the oxygen sensors? Did Bergstrom charge me for parts that they did not install? Yes or No? 
  For the sake of washing my hands of this situation I will accept your goodwill offer to waive the $700 on invoice ****** EVEN though I should of never been charged for it in the first place. It's dismal that this is the resolution you have to offer. I speak loosely and as a customer when I say the following: 
  I hope you investigate the processes, procedures, and employees at Bergstrom ********. There's a lot of people there that are not very good at their jobs. I know Bergstrom is a great place to work for. I enjoyed my time at Bergstrom and have mostly fond memories of my time there. I would not be where I am today without my experience from Bergstrom. However the things I learned and observed from my time at Bergstrom do not reflect what is going on at Bergstrom ********. I only say these things because I feel they should be brought to someone's attention because they need to be addressed. ****, I am not the only one making these type of grievances. This situation left me feeling wronged in so many ways. Just check ****** reviews on that service department. I sincerely hope you take my words into consideration. Something or someone there needs to change. Please see to it that invoice ****** is waived as I have received past due statements the last couple months.     
  
  Regards,
  
  ************* On Behalf Of ********* And Service 

  
  

  

  Business Response

  Date: 10/09/2023

  Please see response attached.