Berglund Ford, Pontiac, Madza

Review: I leased a new 2014 F150. After about 1 week I noticed a dent on the roof and a 4 inch paint defect on the hood which was not disclosed to me by the dealer. The dealer said that had they known of the defect they would not have delivered me the vehicle. They did a paintless repair to the roof dent which is satisfactory but stated the hood would need to be repainted. I do not want a paint job on a major body panel of a new vehicle I just purchased as it will forever have a diminished value. Panel paint repairs often have to be blended with other body panels which results in even more areas with a layer of repainting. I asked for a replacement truck as in their own words this one should not have been delivered to me.

I have had several conversations with the General Manager and they know my position and do not necessarily disagree with it. He emaiiled me and asked if I could come to the dealership at 11am today with no details, I'm sure thinking I would show up thinking they had an acceptable solution but in fact it turns out their position did not change at all from a paint repair to the hood.

He keeps saying the want to make me happy but it seems they only want to make me happy if I would accept a paint job on my brand new truck.

This is unacceptable as they should have inspected the truck to ensure it had no issues prior to delivery - now that issues were identified they should take proper action and since this is a major item it should be replaced.Desired Settlement: Replacement of the defective vehicle with an undamaged vehicle

Business

Response:

We are currently working with this customer and presenting options that we hope will be acceptable to him. This case is still currently active and in progress.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The dealers response offer was actually only that they are discussing solutions with me at this time.

I requested the damaged vehicle be exchanged with one that was not damaged and the dealer was going to work on that.

They contacted me and have proposed options such as repainting the truck or exchanging the hood from another silver vehicle. Repainting was not an acceptable option and a hood exchange could result in a variance in color with silver metallic paint sprayed on two different vehicles at different times.

The proposal to swap the truck with another identical truck was offered but would result in the dealers proposal will cost me an additional $39 per month in lease payment - to get the vehicle in new condition as it should have been when delivered. This means I would have to pay more each month to resolve the error.

Rather than agreeing to pay more for the same vehicle, I suggested an offer to let me out of the lease, refund my deposit and let me go find my own new lease deal in the open market because I do not feel I should have to pay $39 more in monthly payment in order to have the problem resolved.

Regards,[redacted]

Business

Response:

We will be delivering a new truck to Mr. [redacted] tomorrow, he

is pleased with this result.Thanks-

Consumer

Response:

The dealership agreed to replace the vehicle at no added cost to me and I am very pleased with it! This is an excellent repsonse and is extremely appreciated. They have a new fan and I would reccommend them to anyone as they took care of me in a respectful and classy manner.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,[redacted]

Review: I purchased a car from Berglund Ford Mazda in late October 2015. Because I live in [redacted] State and the dealership is located in Virginia, the dealership required me to pay a fee for them to use a third party to register the car with the [redacted] State Department of Motor Vehicles (DMV), obtain ** license plates, and an ** title. The stated timeframe for delivery of ** plates, registration, and title was "a few weeks", and delivery would be via mail to my home address. In the meantime, the dealership provided temporary (paper) Virginia plates.

It has now been over two months since the date of sale and no ** plates, title, or registration have been delivered to me. Additionally, the second set of temporary Virginia plates have expired (they are only valid for 30 days). My lender has contacted the dealership to inquire about the ** title so that they can place a lien on it. They were told by the dealership that the Virginia title had been lost and they were looking for it. They provided no further detail to my lender.

My last communication with a person at the dealership was on December 17, 2015 and that was with the sales manager. I have made numerous phone calls and emails since then to the sales manager, the title clerk, and the general manager. They have not responded to any of my attempts to contact them since December 17, 2015. Without the original Virginia title, I cannot obtain ** plates, title, or registration. So currently, I am driving with expired, temporary, out-of-state plates on the vehicle.Desired Settlement: The dealership at the very least needs to refund the $301.50 fee that I was charged for the out-of-state licensing and promptly obtain a replacement Virginia title and sign that over to me so that I can title the vehicle in **. That is an absolute minimum.

Business

Response:

We have contacted our title company and they will be shipping Mr. [redacted] tags via [redacted] today for a delivery tomorrow. (Fed Ex tracking #[redacted])We sincerely apologize for any inconvenience this may have caused. The General Manager at our Ford Store, [redacted] has called Mr. [redacted] and left a message, he will continue trying to call until they are able to discuss.

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. I would add that, had this issue been dealt with more productively by the dealership's staff, the Revdex.com complaint would not have been necessary.thank you for your assistance in resolving this matter.

Regards,

Review: Berglund Ford repaired our truck on 10/8 by replacing fuel injectors 1 & 3. We left the dealership and traveled less than 1 hour and the truck broke down again and was towed to the [redacted] dealership in [redacted], **.

The dealership found the two injectors that Berglund replaced to be faulty and additional repairs that were needed to get the truck up and running again.

Today I spoke with the service manager [redacted], who offered no help, and accepts no responsibility for his faulty repair and missed problems that caused us to break down on Highway 81 North and be towed to [redacted].

The service manager at [redacted] was on a conference call explaining the problems and their responsibility to [redacted] today.Desired Settlement: Pay [redacted] to repair injectors 1 and 3 and the faulty head bolts. Admit to carelessness in missing the repairs needed to the fuel pump, head bolts and injector 5

Business

Response:

We are currently in the process of reimbursing the customer $1300 for repairs we performed, along with this,

we are covering $2000 worth of repairs to repair/replace the stripped head

bolts. We are extremely sorry for the inconvenience this customer experienced due to the service received at our Service Dept.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Yes, that was the proposed settlement but the refund on $1,369.77 has not been completed and the $2,000. to [redacted] has not been received as of 2:55pm today October 30, 2015.I have made a follow up call to [redacted] at Berglund Ford and I am awaiting his reply.

Regards,

Business

Response:

We have confirmed with Mrs. [redacted] that she has received a

full refund for all work done at Berglund Ford, we have also sent $2000 to

the garage where her car is being repaired to go towards

work that is being done there.

Consumer

Response:

[redacted] of Berglund Ford resolved this issue for us, we have received a credit for all monies paid for repairs and [redacted], the service manager at [redacted] Ford has received the $2,000.00 check.

Regards,

Review: On 2/28/14 I purchased a "new" Mazda 6 from Berglund Mazda. The car was supposed to have a navigation system but did not. The finance paperwork indicated the car had 14 miles on it. The car I received had 500 miles on it. I did not receive the car until late that night and did not notice the mileage until the following day. I returned to the dealer to complain and indicate that I wanted a "new" car with 14 miles on it - as I did not know who had driven it or what conditions the car had been driven in for the 500 miles. I also complained that it would impact my warranties, etc. They said there was nothing they could do, all their cars had that many miles on them, and they could offer me a free detailing or floor mats for the inconvenience. The car was delivered to me dirty and they already owed me a free detailing, which I still haven't received, and free floor mats do not compensate for a car that has been driven for 500 miles prior to my purchase. I immediately had difficulty with my tire warning light and tires and brought it back to the dealer 6 times for that problem. The last time being 4/25/15. As I was driving later that evening, the tire light again came on, and about 15/20 minutes later, the rear passenger tire blew on an exit ramp and I had to drive off the ramp to get to a safe area to stop. I called AAA for assistance. I had to go to No. Va. that night to care for my elderly father who had just had aneurysm repair surgery and now had no car, so had to rent a car for $268.00 on Sunday, which delayed my trip. On 5/4/15 I took my car into the dealer for a new tire. They said that the wheel was bent, I explained that I had to drive on it to get to a safe place to pull over. They indicate that I hit some road debris with my back left tire, hard enough to bend the wheel. I told them I didn't hit anything and reminded them I had the car in 6 times for tire light issues. They informed me that one resolution would be to have someone try to straighten the wheel, but this could impact the integrity of the tire. I asked them could they guaranty that had not already been done during the first 500 miles of driving and they could not. They told me that to get a new wheel/tire- would cost me $768. I complained to the service manager and the general manager [redacted] about the problems I had been having and how I felt this to be outrageous. Again, I purchased the "new" vehicle on 2/28/15, had made one car payment, and was now going to have to pay $1,036 (for the rental and wheel/tire repair). I also reminded him that this was my 4th Mazda, and my 3rd with this dealer, due to the service we had received in the past. I made my desired outcome known and after waiting a week for an actual response from the manager (I got calls - but always saying he would call the next day), his resolution was for me to file with my auto insurance and if I had a deductible they would split it with me, and they would split the remaining cost with me as well. I told him that this was unacceptable. Meanwhile, they have had my car since May 4, 2015, I am driving an inferior loaner, and my 2nd payment is due for a car I don't have and can't drive. When I complained he offered me 6 months of free oil changes. I asked how this would help, since the first oil change is not due until 7500 miles. He had no answer.Desired Settlement: One of the following outcomes would be satisfactory:

(1) take this car back, and provide me with what I paid for, a new (14 miles or less) Mazda 6 which has the items I originally contracted for - to include navigation system

(or)

(2)return my down payment and my trade in value , as well as compensation for my inconvenience, false advertising, and for the danger that this inferior (lemon) car put me in with the blown tire, so that I can purchase a new safe car from a non Berglund dealer

The salesman lied to me repeatedly, the finance paperwork said the car had 14 miles on it, when it actually had 500, they did not provide me with a car that had the features I wanted, I complained immediately, and repeatedly, and brought the car in every time the tire light came on - they indicated tires were overinflated, then under inflated, then it was a sensor issue, then a programming issues, until the tire blew on a car that I had had for 8 weeks. The salesman and general manager did not take me seriously or do anything to attempt to rectify the situation.

Business

Response:

We are currently working with Ms. [redacted] on a resolution to

her concerns, we expect to have full resolution soon and will respond with

details as soon as possible.

Business

Response:

As

a goodwill gesture, we are glad to install the Mazda factory navigation system, all costs associated with

this work will be performed at no charge to Ms. [redacted]

Review: I inquired about a vehicle on the website for Berglund Ford and I submitted a credit application which naturally included my social security number and other personally identifiable information. I received an automated email immediately stating that they'd received my inquiry and that I should "look for an email from me within the next half hour. Our business hours are Monday-Friday 8:30am-8pm and Saturday 8:30am-6pm. If we are closed at this time, we will respond to you within the hour, once we reopen." They were closed at the time so I figured I'd wait a bit. Three complete business days passed as well as a Saturday (which they're open as well according to the hours in their automated message) and I hadn't heard anything. I attempted to reply to the automated email and I stated simply "I appreciate the automated response, however I never received an actual personal response. It would be nice to hear back from your dealership to see if we might be able to do business together." and I didn't receive a response. Two days later, I inquired again, this time in a general way (as opposed to inquiring about a specific vehicle) and I told them that I expected to hear back from them, especially regarding my financing application. I don't care to give my personal information out to business and never hear anything back, even if it's a "Sorry, we can't accommodate your request" response. I again received an automated message telling me that they'd received my inquiry and that i'd hear back from them within 30 minutes. It's been 8 days since then and 14 since I submitted the initial request and I haven't heard a thing from this business.Desired Settlement: I'd like to know what happened to my credit application. Was it processed? Was there an error? I find it unacceptable that I submitted my information for a credit decision and I heard absolutely nothing back. I've already taken my business elsewhere and I'm no longer in the market for a vehicle, but this business needs to do something about the way in which they communicate with their potential customers and the promises they make to reach them.

Business

Response:

I had the sales manager do a search of our system for Mr. [redacted] information and credit request. It appears that the request was submitted to an inactive account that Berglund Ford was not aware was still open. The sales manager pulled the information and has retained it. The credit request was never submitted for approval and has been secure within our system. No unauthorized person ever had access to the information. This is an embarrassing mishap in our usually smooth internet process. I have gotten with the manager involved and we have corrected the issue so that it will not happen again. This was a programming error that forwarded the credit request and e-mail to an inactive Berglund E-mail account. This has now been reprogrammed to go to the correct Berglund Ford Employee. According to the Revdex.com concern, Mr. [redacted] has purchased a vehicle elsewhere, so we will not submit for credit approval unless he informs us that he would still like to obtain credit approval for a new vehicle. I have called Mr. [redacted] and left him a voice mail requesting him to return my call to discuss what happened and our changes to ensure that it does not happen again. I also sent Mr. [redacted] an e-mail detailing what happened, how the issue was addressed, thanking him for letting us know of the issue and offering to assist him with the purchase of a vehicle if he still desires to do so. Thanks [redacted] General Manager Berglund Chevrolet

Review: Initial contact by phone with business on December 11, 2015. I inquired if the noted mileage for the truck online was valid. I was told yes it was and I informed the business I would be there the next day with the money and to check the vehicle out. I informed them if I like the vehicle I would make the purchase. I had to pay someone to go with me to drive the vehicle back as I was driving my car. We drove for 2 hours on December 12, 2015 to go get the vehicle. I was contacted while in route to Salem to pick up the vehicle and again I asked if the mileage on the vehicle was correct. Once again I was told yes the quoted mileage was correct. I was told the vehicle was a one-owner vehicle and only had 14,356 miles. upon arrival I was shown the vehicle and was getting ready to sign the papers when the salesman asked me if anyone had told me the mileage on the vehicle. I said yes and quoted what was in the ad as well as what I had been told on the phone. The salesman then corrected me and told me the vehicle actually had over 140,000 miles on it. This to me was the old bait and switch tactic, which had I not been an alert customer and realized the illegal tactics used to lure me in and dupe me, I may have fallen for these illegal practices. If this business would blatantly lie about the mileage, what else would they lie about? Then to add insult to injury they had the audacity to tell me I should have known better! No apology, no I'm sorry it was probably a misprint, just threw the error on me as if I worked for a car dealership and should have known better. I wasted my time, my gas and my money to pay someone to help me get the truck back to [redacted]. I am a law-abiding citizen and expect my dealings with people who are selling to the public to be honest, trustworthy and upfront when dealing with other people's money. I thank you for listening to my experience with this company and I would never recommend any dealings with them to anyone I know.Desired Settlement: I would like an apology as well as compensation for gas and time being they knew fully well they had lied about the mileage on the vehicle. This experience has left a bitter taste in my mouth for underhanded car dealerships.

Business

Response:

We have been in contact with Mr. [redacted], he has purchased

a 2001 F150 now and will be taking delivery today.

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: Berglund Ford placed an advertisement describing a used car for sale as ' Like New' . Numerous phone calls to the dealer in order to determine the cars conditioned were explained that the car was like new with no accidents or issues. I made a purchase decision based on their ad and there statements to me. I drove 7 hours from [redacted] with certified funds in hand to buy the car.

When I arrived I took the car to be independently inspected. It was determined and certified that the car had had significant damage that had been covered up with paint. The left side of the car had been painted hiding obvious damage.

Therefore their ad stating the car was like new is both misleading and false.Desired Settlement: I drove 7 hours and spent one night on the road to purchase the car based on the dealerships assertion that the car was like new as advertised . This being re affirmed by [redacted] over and over again . I want to be reimbursed for my travel expenses.

Business

Response:

The General Manager of our Ford Store has contacted the customer to let him know that we are mailing him a check in the amount of $200 as requested to compensate him for his time.

We are very sorry for any inconvenience he experienced and hope to work with him again in the future.