Berglund Chevrolet, Buick

I had my vehicle serviced for it's 50,000 mile checkup and while I was there the service person checking me in had mentioned there was a recall on the sunroof that needed to be fixed. I told him this would be fine. I picked up my vehicle later in the afternoon and when I got on the road I noticed that the sunglass case that's built into my vehicle next to the sunroof was broken and would no longer close. When I turned in my vehicle the sunglass case was closed. I called and met with the service manager, J[redacted] who looked at the sunglass holder in my car. He went over what was done to the vehicle and said that there would be no reason for the technician to touch the sunglass holder. I told him the sunglass holder was not broke when I turned it in but either way I would need it fixed as I can't see out of my rearview mirror. [redacted] said he would go ahead and get an estimate on the sunglass visor, speak with the technician and get back to me. After a few weeks of not hearing from them I called and finally spoke with [redacted] in the service department . He informed me that [redacted] spoke with the technician and claims when he was backing up the vehicle he couldn't see the rearview mirror in its original position so he closed the sunglass visor. Please note, he was able to "close" the visor when the car was in their care. I've had my car serviced here a few times with no problems in the past but I am very disappointed that they would not take responsibilty for something they broke and replace the sunglass holder. I will not be returning for any further service for fear something else might get broke in their care.

Review: ON JAN. 2, 2016 I SAW AN ADVERTISMENT N THE [redacted] ABOUT A USED NISSIAN ROUGE AT BERGLUND IN ROANOKE. I CALLED AND SPOKE WITH [redacted], A SALESMAN FOR THE COMPANY, WHO SAID HE HAD A COUPLE TALKING TO HIM AND HE WOULD CALL ME BACK. IN ABOUT 10 MINUTES. HE DID AND THEN I ASKED HIM IF HE STILL HAD THE ROUGE AND HE TOLD ME HE WOULD GO OUT SIDE AND CHECK TO SEE GIVE ME A CALL BACK. MR. [redacted] CALLED ME BACK AND TOLD ME HE WAS SITTING IN THE VEHICLE, HE SAID IT HAD 56,000 MILES ON IT AND IT WAS IN EXCELLCENT SHAPE, 4 NEW TIRES. HE ALSO SAID HE COULD SOLD IT 2 OR 3 TIMES THIS WEEK. I TOLD HIM I WOULD BE THERE BETWEEN 2 AND 3 PM SATURDAY AFTERNOON. WHEN MY SISTER AND I ARRIVED AT THE LOT, I WENT INSIDE AND [redacted] INTRODUCTED HIMSELF AND TOLD ME THAT HE WOULD GET ANOTHER SALESMAN TO HELP. [redacted] BROUGHT THE KEYS AND A DEALER TAG TO PLACE ON THE VEHICLE FOR ME TO TRY IT OUT. I GOT IN THE VEHICLE AND DROVE IT TO TRY IT OUT. I REALLY LIKED THE ROUGE AND WHEN I GOT BACK TO THE DEALERSHIP I TOLD [redacted] THAT I WANTED TO PURCHASE THE VEHICLE, HE TOOK MY NAME AND ADDRESS AND ETC. HE THEN SAID HE WOULD BE BACK IN A MINUTE, I THOUGHT HE WAS GOING TO GET PAPERS FOR ME TO SIGN. WHEN HE CAME BACK, HE SAID THE VEHICLE THAT I DROVE AS THE WRONG ONE, IT WAS NOT THE ONE IN THE PAPER. I TOLD HIM THAT [redacted] TOLD ME IT HAD 56,000 MILES ON IT AND ETC. [redacted] LEFT AND THEN [redacted] CAME IN AND SAID THAT IT WAS NOT HIS FAULT THAT IT WAS THE WRONG VEHICLE, I ASKED HIM WHOSE WAS IT? HE LEFT THEN [redacted] CAME BACK AND SAID THAT I COULD NOT BUY THE ROUGE FOR THE PRICE THAT WAS IN THE PAPER, [redacted], THEN LEFT AND [redacted] CAME BACK AGAIN AND STILL SAID IT WAS NOT HIS FAULT AND I ASKED HIM WHOSE FAULT WAS IT AGAIN, I THEN TOLD HIM IT WAS NOT MINE. HE LEFT AND THEN [redacted] CAME BACK AND I TOLD HIM THAT THE ROUGE I DROVE WAS THE CAR I WANTED AND HE SAID THAT I COULD NOT BUY IT FOR THAT PRICE IN THE PAPER. MY SISTER AND I THEN GOT OUR COATS ON AND STARTED TO LEAVE, [redacted] SAID HE WOULD SHOW ME THE OTHER VEHICLE, [redacted] HAD ALREADY SAID WAS NOT THERE ON THE LOT. [redacted] SHOWED MJE A BEAT UP GRAY VEHICLE. THE NISSIAN ROUGE IN THE PAPER WAS RED OR MAROON, I TOLD HIM THAT THAT WAS NOT THE VEHICLE THAT WAS IN THE PAPER AND I WANTED TO TALK TO THE MANAGER ON THE BERGLUND LOT. MR. [redacted] TOLD ME TO WAIT A MINUTE ND HE WOULD GET HIM, THIS MAN CAME OUT AND SAID HE WAS THE MANAGER AND I ASKED HIM ABOUT THE DIFFERENCE IN THE COLOR AND THE CONDITION OF THE VEHICLE [redacted] SHOWED ME AND HIS VERY WORDS WERE THAT THE PICTURE IN THE PAPER WAS A GENERIC PHOTO. I HAVE ENOUGH KNOWLEDGE TO KNOW THAT THIS PRACTICE IS CALLED "BAIT AND SWITCH." LOOKING BACK AND GOING OVER IN MY MIND WHAT WAS TOLD TO ME, HOW COULD [redacted] SAY HE COULD HAVE SOLD THE VEHICLE 2 OR 3 TIMES THAT WEEK AND NOT KNOW IT WAS NOT THE RIGHT VEHICLE. TO ME THAT IS A CLEAR CASE OF "BAIT AND SWITCH".Desired Settlement: I WOULD LIKE AN APOLOGY AND THE NISSIAN ROUGE AT A VERY REDUCED PRICE AND I AM WILLING TO GET A LAWYER FOR THIS.

Business

Response:

We have apologized to Ms. [redacted] for any confusion over the vehicle advertised and the vehicle she is interested in purchasing.We have contacted Ms. [redacted] to let her know we have found a vehicle that would suit her needs.

Review: On Monday 2/24/14 I dropped off my Subaru forester for repairs at Berglund auto body. It was supposed to be a simple front bumper repair; and I was told it would be ready for pick up on Wednesday 2/26/14. I called on Wednesday around 12pm and was told by the front desk rep that “everything was on track and the car should be ready today; and that someone would call me”. I called again at 4p, because I had not heard from anyone, I was given no information and the front desk rep seemed lost. She then stated that she would find out what was going on with the car and have someone call me. Around 4:30pm the manager called and said “has anyone told you anything”… I said “no, but the way you are talking makes me assume something is wrong”. He said “yes, there is an issue. Sorry no one called you. The bumper has cracked and it is not repairable”. He then went on to say “we took pictures of the bumper and in our opinion the bumper was previously repaired, so we cannot be liable for the bumper damage”. He then stated “I will stay involved and keep you updated”, which as a lie, I never heard from the manager again

This remark seems completely ludicrous and is a completely unethical stance for the company to take. If there was “risk” and they took pictures first; then why wasn’t I called? Why wasn’t I given the option to assume the risk? If I was given proper information I could have decided what to do. It seems to me that if a company takes on the risk and NEVER informs the customer, then they are liable for the risk. You cannot simply come back after you have damaged something and hide behind an “opinion” based on pictures.

On Thursday I was called by a rep from Berglund Auto, it was not the manager. He repeated that the company had broken the bumper, and that the bumper was not repairable. I told him “I hope that Berglund takes take of this issue, I do not see how I should be liable”. The company rep then told me he would call me back after talking with his manager. At approximately 12pm the rep called back and said that they were going to repair the bumper and that it would be ready by 5pm. I told him I was very upset with the decision of the company to “repair the unrepairable bumper” and not replace it as it should be. After all, at that point I had had two different people tell me that the bumper could not be fixed, and here they are telling me that are going to “fix it”; because they do not want to pay for a new bumper. The repair will not hold and the bumper is going to break, after all, this is what the company has told me on two separate occasions.

On Friday at 8:45am, I was on my way to pick up my car, when Berglund called to tell me it would be ready around 11am. I stated “why was I told it would be ready Thursday by 5pm if it will not be ready until Friday at 11am”. Berglund it not close to my house and is a 45 min round trip. This again highlights berglund’s poor communication and lack of care for customer satisfaction and respect for customer’s time. Additionally, on an equally upsetting note; not once did ANYONE say sorry. The company did not seem to care at all that they had damaged my car or upset me due to their poor response to the issue

I expect Berglund Auto Body to stand behind their product and fix the damage they have caused. I expect a new bumper, not a “repaired” bumper that they have stated is going to break again.Desired Settlement: I expect Berglund Auto Body to stand behind their product and fix the damage they have caused. I expect a new bumper, not a “repaired” bumper that they have stated is going to break again.

Business

Response:

Berglund Chevrolet has a follow-up company call our customers to determine if they feel that they have been properly taken care of. During the follow-up call Thursday evening, Mr. [redacted] expressed his concerns. [redacted], Berglund Chevrolet’s Fixed Operations Director called Mr. [redacted] Friday morning and discussed his concerns. The vehicle had a previous repair that the customer was unaware of. During the new repair of the bumper cover, Berglund discovered that there was a previous sub-standard repair to the opposite side of the bumper cover. During installation, the previous repair cracked.

After hearing Mr. [redacted]’s concerns, and in the interest of customer satisfaction, Berglund replaced the bumper cover at no charge to the customer. [redacted] also addressed Mr. [redacted]’s concerns about communication with the appropriate personnel at the Body Shop.

Mr. [redacted] had filed this complaint with the Revdex.com prior to speaking with [redacted] called Mr. [redacted] March 4th to verify that he is happy now, and he is.

General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I took my vehicle to Berglund Body after a small Collision. They are the preferred company my insurance recommends it was suppose to be a 4 day repair. Due to delay in parts it took 17 days and now my truck makes a noise when it backs up that it didn't when I dropped it off in Berglund care. The estimator the whole time was providing me incorrect up dates or no up dates at all. It wasn't till the manager got involved till I figured out what was going on. The day the vehicle was finally ready the noticed the new bump had a dent in it and had to reorder the part. They put my old bumper on but didn't inform by doing that my truck bed was installed crooked and the tailgate wouldn't open noticed that myself. Now my truck makes a noise when you put it in reverse it didn't when I dropped it off. I was told that's a mechanical issue with the vehicle and I would be responsible for the repairs if it wasn't caused by the collision . Even through the noise or issue happen while they had my truck. My vehicle is not complete for that reason as it not back to the condition of when I dropped it off and I have to now take my truck to [redacted] so they can determine the issue and repair cause Berglund couldn't determine the noise.Desired Settlement: Due to there lack of communication and respect of customer service from estimator and the new issue with vehicle that will cost me time and money I feel I should be refunded the amount I paid and my vehicle repair cost covered for the new noise.

Business

Response:

We have had the issue causing the noise fixed at no expense to Mr. [redacted] and he is

very happy. We are currently in the process of arranging for repairs to correct the issue with his tailgate. [redacted]

will be doing to repair and Berlgund will be paying for the repairs and giving Mr. [redacted] a loaner vehicle to drive while repairs are being performed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,