Appleton Lexus

Review: My issue started about 3 months ago. I have been communicating with Bergrstrom through phone. I purchased a vehicle from them a year ago and I purchased there extra coverage on the inside of the vehicle. I was told that this would protect me from any burn holes, scratches, tears anything on the inside. I was thankful I did because I ended up getting a burn hole about the size of the tip of your finger on the Headliner near my sunroof. I contacted Bergstrom and went into there office and there analyst took a look at this said it would be covered all they had to do was take pictures of this and send it in and they would have it fixed in about a day. I was very satisfied with this. I waited about 2 weeks because I had not heard from anyone and called in and they told me to come back in. I saw the same guy who again took pictures of this thing now for a second time and was very apologetic to me that he had forgotten me. I was not even registered into there system as ever coming in. I waited again for approximately 2 weeks and again called in and spoke to a new person this time (maybe [redacted]) I was apologized to and he had told me he just had taken over this department he was very sorry but he took all my information down and told me he would call me within 24 hours with the steps that they were going to take to clear this up. I was impressed by his urgency unfortunately again I did not hear from anyone. I was very upset this time and called in and spoke to a manager. I got a gentleman by the name of [redacted] this time. He had me come up immediately to take care of this so I did and he then took pictures of the burn hole and said all he would have to do is have this picture mailed in and it would be cleared up. I then waited approx. 2 weeks again with no return call. I then called back up there and was more angry this time again I traveled back up to Appleton to get this resolved. I then met with a man who was [redacted]'s Boss he apologized to me and he took a picture of this and said it was covered and they would get this fixed. So I then again waited to hear back about this. I waited about a week called [redacted] he said he would figure this situation out and call me back. I then received a call from a gentleman named [redacted] who after all this time tells me that oh unfortunately the headliner is not covered in that protection package. I advised him that I have been told by numerous managers that this was covered. He said he could try to repair it and that was the best he could do. I told him I would let him try but if it didn't look new it was going to be unacceptable. I let him try. I left my car overnight and when I got there the next day [redacted] said oh it looks great I think you will be impressed. We sat in the car looked up and he says.. " Oh umm yeah that's not gonna work. We just need to replace the whole thing" He then got out of the car said he would find get this fixed and get in touch with me in a week. I haven't heard anything from them and today I get the most unprofessional email I have seen. Saying "[redacted] here from Bergstrom..[redacted] followed through and the replacement claim for the headliner was declined..."Desired Settlement: I haven't asked for anything during all this except for them to live up to what they promised me. After the repair I had what appeared to be fiberglass all over my interior that they didn't clean up. I want my headliner replaced and a full detail for all my inconveniences.

Business

Response:

Dear Dispute

Resolution Center:

I note that although

the guest indicated his complaint is with Bergstrom Lexus of Appleton, it is

actually with Bergstrom Hyundai of Appleton at our Victory Lane Imports store. [redacted] of the dealership, [redacted], has been in contact with the guest to understand the breakdown in

communication with the guest and to work together to find an appropriate

resolution to the guest’s complaint. Mr.

[redacted] indicates that his [redacted] is waiting for a return call from the

guest to set up an appointment to come to resolution of the issue. Thank you.

Very truly yours,

& [redacted]