Bergstrom Corporation

October 19, SUBMITTED ONLINE [redacted] ***, Lead Trade Practice Consultant Revdex.com of Wisconsin W Greenfield Avenue Milwaukee, WI RE: Case # [redacted] – [redacted] Dear Ms***: Upon receipt of this complaint on October 17th, I contacted the Vice President of the Madison market who oversees, Bergstrom Chevrolet of Madison with the guest’s concerns He immediately investigated the matter and advised that since September 29, 2017, (date of original complaint to Revdex.com) and before we received the complaint, Bergstrom Team Member [redacted] confirmed that on October 3, 2017, all the registration paperwork was completed and that was communicated to Mr [redacted] He was told it would take a few days for the registration and plates to arrive We have confirmed that WV DMV has received and cashed our check for the taxes and fees At this point we are waiting for confirmation from Mr [redacted] that he has received his plates and registration We would like to apologize to Mr [redacted] for the delay, and suggest he contact John Cueter, the VP at Bergstrom Chevrolet of Madison at (608) 271-with any additional questions or concernsVery truly yours, [redacted] Executive Vice President & General Counsel JJH:jlo

June 12, SUBMITTED ONLINE Better Business Bureau of Wisconsin Dispute Resolution Center [redacted] ** [redacted] RE: Case # [redacted] Dear Dispute Resolution Center: In response to our guest’s second rebuttal in this matter, the [redacted] called the guest again and invited the guest to come to the dealership to review and respond to the questions the guest has regarding the vehicle transaction in question The guest agreed and also agreed to inform the Revdex.com that the dealership is being responsive to the guest’s questions Very truly yours, John JH [redacted] [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] Revdex.com I am workinh with the buisness [redacted] and I wanted to list below what actions I have taken and discussed with her on the phone She is investigating my complaint so for now I would like to keep this open till I hear from her if I do Below you will see some talking points and give you a idea how this all came together .we made person visit to the bank that financed us and they indicate they had no reason not to finance the car I wanted and did not know where the rejection from the bank came from They are trying to contact the underwriter for that information If the dealer has that information that would be helpfull to resolve the situation Good Afternoon, I wanted to list a few points we talked about over the phone so you can have them for your investigation 1) We visited the bank and they stated they would have financed the Sonata being it was a newer car at a lower price vs a year old car at an increased price 2) The rebates on the Elantra were the same for the per the manufacture 3) The sales [redacted] at Bergstrom Hyundai stated that this was the only car the bank would finance after talking with the bank that was not true 4) The sales [redacted] says the reason they could offer the $hundred in extras was because it fell into line of what the bank would finance if that was the case the Sonata was only thousand compared to the Elantra with the extras at thousand 5) We did not get anything extra off of the car because it was a in fact it was the same discount as the and was the same price you advertised the car for on line 6) When a dealer states to a customer that this is the only car a bank would finance it takes all negotiations and questions off the table as the customer excepts that they better take this one cause nothing else is available 7) If there was a rejection notice that stated that the bank would not finance the car I would like to see that and what was the dollar amount Bergstrom asked to be financed on the Sonata because the bank stated that would be a reason for the decline if the amount was greater than the car was worth 8) When siting there and was asked to purchase the add on that would have equaled to $24,up from $I know for a fact that that amount would have to been previously approved by the bank Thanks

Revdex.com:
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
Original complaint:I contacted Bergstom Neenah about a used Ford Escape that I saw on their website and purchased it on December 16, for $23,The miles/gallon was listed as in the city and on the highwayI have a print out of the adIt was not pointed out to me at the time that the mileage would be anything significantly different than what was advertisedBut the actual mileage I am getting is 15-in the city and 19-on the highwayIf I had known this I would not have even have considered this vehicleI have recently made contact with the dealership and they informed me that the best they could do for me if I wanted to trade the vehicle back in would be $18,So basically I would be losing $5,because of their advertising.Further information:First of all, I want to make it clear that my salesman, *** ***, did his best to resolve this issue and I don't fault him for circumstances beyond his control.I called *** on 2-9-to express my complaint I had been concerned about the low mpg for several weeks already but the previous Friday was the first opportunity I had to do a couple hours of highway driving Miles/gallon averaged around After doing some checking, *** reported back to me that all similar vehicles were also being advertised online as having a mileage of in the city and on the highway and he would mention this to his managerI do have a copy of the online ad for my vehicle.*** informed me that Ford actually states the mileage as 18/ This was the first I was ever made aware of this data The documents that were given at purchase, including a copy of what I believe to be the window sticker, list no mileage estimates No information was shared that the Flex Fuel engine performs with even lower mileage.In an email to *** on 2-17-I stated, "Will Bergstrom apply the full value of what I paid for the 2012? If so, then I could consider a slightly higher cost." So, it is not accurate to say, "They found a couple options, but the guest has rejected the offers because additional money would be required from the guest to complete any of the transactions and the guest does not want to spend any more money." What I object to is paying $23,for the vehicle and then being offered only $18,to buy it back Later that day, 2-17-15, *** emailed me a copy of the Window Sticker That is the first time I saw thisI am, and always have been, aware that weather and driving conditions might cause deviations in mileage But to be hooked in with an ad that states the mpg as 20/then to find that Ford lists the mpg as 18/then to find actual mileage to be 16/is fraudulent practice There is plenty to like about this vehicle but I would not have even looked at if I had know about the mpg I am certainly willing to look at a Ford Escape since the different engine supposedly has better mpg I understand that an additional cost may be involved due to it being a newer vehicle But, I also would expect Bergstom to refund the full price I paid for the
Regards,
*** ***

II have been searching for a couple months for a SUV. I have a spine condition that causes muscle spasms within minutes if I sit wrong or in an uncomfortable vehicle so finding a new vehicle is a challenge. I have probably driven every SUV/crossover available - 2017, 2018 and 2019 - some twice to give the benefit of the doubt. With Bergstrom in Appleton and in Oshkosh I have had abysmal experiences. The three dealerships I had the most difficulty with was Bergstrom on Victory Lane, Bergstrom Kia and now today at Bergstrom Subaru.
I have had appointments for every test drive and I've tried to be upfront with each one, stating my must-haves are comfort, safety and color. I've also shared with each one that I have a spine issue. I test drove a 2017 Mercedes-Benz with Lee. I asked Lee to accompany me to address questions. After asking the first question with the answer "I can' be expected to know everything about every vehicle" - I didn't engage him much more. He sat staring out the window without uttering barely a word to me the whole trip. My impression was he thought I was joy-riding for the afternoon and he didn't have the time or patience to spend time with the likes of me. He practically ran out of the car and couldn't get away from me fast enough. Number two: I test drove the Kia Sorento and a sportage. The Sorento was very comfortable and I planned to buy one but in a different color. I wanted to test drive it one more time but the manager of Kia was using it as his personal vehicle and was taking it deer hunting, so the agreement with David was I would be contacted after the vehicle returned, set up the second test drive and then buy it. I never heard back. So then I went on to the Subaru -- worked with Mark. The SUV was acceptable - I test drove it twice but when we sat down to seal the deal, he had lied to me about the price and discounts, so naturally I left . I actually had called Mark in the a.m. to confirm the price. I hope to not deal with Bergstrom in the future.

October 19, 2017   SUBMITTED ONLINE   [redacted], Lead Trade Practice Consultant Revdex.com of Wisconsin 10019 W Greenfield Avenue Milwaukee, WI  53214   RE:     Case #[redacted] – [redacted]   Dear Ms. [redacted]:   Upon receipt of this...

complaint on October 17th, I contacted the Vice President of the Madison market who oversees, Bergstrom Chevrolet of Madison with the guest’s concerns.  He immediately investigated the matter and advised that since September 29, 2017, (date of original complaint to Revdex.com) and before we received the complaint, Bergstrom Team Member [redacted] confirmed that on October 3, 2017, all the registration paperwork was completed and that was communicated to Mr. [redacted].  He was told it would take a few days for the registration and plates to arrive.  We have confirmed that WV DMV has received and cashed our check for the taxes and fees.  At this point we are waiting for confirmation from Mr. [redacted] that he has received his plates and registration.   We would like to apologize to Mr. [redacted] for the delay, and suggest he contact John Cueter, the VP at Bergstrom Chevrolet of Madison at (608) 271-2212 with any additional questions or concerns. Very truly yours,   [redacted] Executive Vice President   & General Counsel   JJH:jlo

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is satisfactory to me.  Stacey,The business did call me about the above complaint and has decided to refund the money they owe me.  Can you please close the complaint?Thank you,[redacted]
Neenah Enterprises, Inc.PH: (920) 729-3616Cell:  (920) 915-6518

June 12, 2015
SUBMITTED ONLINE
 
RevDex.com of Wisconsin
Dispute Resolution
Center
[redacted]
RE: 
   Case #[redacted] 
Dear Dispute
Resolution Center:
In response to our
guest’s second rebuttal in this matter, the [redacted] called the guest
again and invited the guest to come to the dealership to review and respond to
the questions the guest has regarding the vehicle transaction in question.  The guest agreed and also agreed to inform
the Revdex.com that the dealership is being responsive to the guest’s questions.
Very truly yours,
 
 
 
John J. H[redacted]
  [redacted]
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Revdex.com  I am workinh with the buisness [redacted] and I wanted to list below what actions I have taken and discussed with her on the phone She is investigating my complaint so for now I would like to keep this open till I hear from her if I do Below you will see some talking points and give you a idea how this all came together .we made person visit to the bank that financed us and they indicate they had no reason not to finance the car I wanted and did not know where the rejection from the bank came from They are trying to contact the underwriter for that information If the dealer has that information that would be helpfull to resolve the situation
Good Afternoon,
I wanted to list a few points we talked about over the phone so
you can have them for your investigation
1)      We
visited the bank and they stated they would have financed the Sonata being it
was a newer car at a lower price vs a year old car at an increased price.
2)      The
rebates on the Elantra 2014 were the same for the 2015 per the manufacture
3)      The
sales [redacted] at Bergstrom Hyundai stated that this was the only car the bank
would finance after talking with the bank that was not true
4)      The
sales [redacted] says the reason they could offer the $45 hundred in extras was
because it fell into line of what the bank would finance if that was the case
the Sonata was only 19 thousand compared to the Elantra with the extras at 24
thousand
5)      We
did not get anything extra off of the car because it was a 2014 in fact it was
the same discount as the 2015 and was the same price you advertised the car for
on line
6)      When
a dealer states to a customer that this is the only car a bank would finance it
takes all negotiations and questions off the table as the customer excepts that
they better take this one cause nothing else is available.
7)      If
there was a rejection notice that stated that the bank would not finance the
car I would like to see that and what was the dollar amount Bergstrom asked to
be financed on the Sonata because the bank stated that would be a reason for
the decline if the amount was greater than the car was worth.
8)      When
siting there and was asked to purchase the add on that would have equaled to
$24,000.00 up from $20.000.00 I know for a fact that that amount would have to
been previously approved by the bank
Thanks

May 18, 2015
 
SUBMITTED ONLINE
 
 RevDex.com of Wisconsin
Dispute Resolution
Center
[redacted]
[redacted]  [redacted]
 
RE: 
   Case #[redacted]
 Dear Dispute
Resolution...

Center:
Upon receipt of this
complaint, I contacted the dealership to investigate this matter and they
reported that this guest could not
get approved for financing on the 2015 Elantra vehicle originally chosen. 
However, because of the sizable rebates on a 2014 Elantra Ltd, we were able to get
approval for financing on the older model year and were able to offer
additional financing products and still keep within their approved
financing.  We explained this to the
guest as thoroughly as possible at the time of the transaction and are happy to
explain it again.  The [redacted],
Tom F[redacted], has attempted several times to reach the guest since receiving the
complaint without success.  We encourage the
guest to contact the dealership at ###-###-#### and speak with the [redacted]
[redacted] directly to clarify any questions.
 
Very truly yours,
 
  
John J. Hogerty, II
Executive Vice
President
  & [redacted] Counsel
 
JJH:cah

The Team at Bergstrom Neenah Ford has informed me that they are diligently working with the guest to find a resolution and that the guest understands that there would probably be some out-of-pocket expense if a vehicle trade is transacted.

February 26, 2015
 SUBMITTED ONLINE
 
[redacted]
 
RE: 
   Case #[redacted]
 
Dear Dispute
Resolution...

Center:
 
Upon receipt of this
complaint, I contacted the [redacted] of the dealership – Bergstrom
Ford of Neenah – with the guest’s concerns about experiencing much lower gas
mileage than what was advertised on a 2012 Ford Escape she purchased from us in
December 2014.  The Sales Manager
reported that his team has been working with the guest for the past couple
weeks trying to find a comparable trade for a vehicle with better gas mileage
as listed by the manufacturer.  They
found a couple options, but the guest has rejected the offers because
additional money would be required from the guest to complete any of the
transactions and the guest does not want to spend any more money. 
In response to the
guest’s allegation that we falsely advertised the vehicle’s estimated gas
mileage, the gas mileage we “advertise” is what is listed on the manufacturer’s
window sticker, which lists a range of gas mileage estimates.  Federal regulations are very strict
concerning the disclosure of vehicle gas mileage estimates and we do not vary
from those numbers.  When the guest first
contacted the dealership about the gas mileage, the team did point this out to
the guest and explained that gas mileage can vary greatly based on all sorts of
factors such as weather conditions, tire inflation, towing, and owner driving
habits.  The guest has had the vehicle
for less than two months, so the timeframe for comparison is very short.  Bergstrom continues to stand ready to help
our guest in any way we can, but we do not agree with the guest’s claim of “false
advertising.”
 
Very truly yours,
 
[redacted]
  [redacted]
 
[redacted]

Review: Bergstrom Auto currently has a promotion going through September 30, 2013 that offers a $300.00 'Cabela's' Gift Card. When driving in the area before the Bergstrom [redacted] location I noticed two signs that advertised "$300 Cabela's Gift Card With Any Purchase". The signs are at the intersection of [redacted] and [redacted] in [redacted]. on Bergstrom property. I took pictures of these signs on Sunday 9/22/2013. On Monday 9/23/2013, I went to one of the Bergstrom stores and purchased an oil filter for a 2006 Hyundai Azera with the cost of $7.85. I fufilled my part in the 'Offer'. I then asked for my $300 Cabela's Gift Card. I spoke to a [redacted] named "[redacted]" in the Hyundai area and he told me the offer was only good if I bought a car! I produced the photos I had taken on Sunday and showed him the signage indicating "ANY PURCHASE"! He told me they couldn't supply the gift card with only a $7.85 purchase! He took a photocopy of my receipt and my phone number and told me he would contact me later on Monday the 23rd. He 'blew me off' and didn't even return the call I told him I would go as far as contacting John Bergstrom on the issue. I haven't done that yet hoping this could be resolved previous to that contact. I noticed today the same signage at the Bergstrom location on [redacted] Appleton.eDesired Settlement: Receipt of the "$300 Cabela's Gift Card" and an apology for the 'less than distintive service'.

Business

Response:

September 30, 2013

SUBMITTED ONLINE

RevDex.com of Wisconsin

Dispute Resolution

Center

10101 W. Greenfield

Avenue, Suite 125

West Allis, WI 53214

RE:

Case #[redacted] – [redacted]

Dear Dispute

Resolution Center:

The [redacted]

of the dealership, [redacted], contacted the guest upon receipt of this

complaint. Mr. [redacted] apologized for

the misunderstanding and informed the guest that he would be sending him one

$300 Cabela’s gift card. The guest

thanked him for the call and said he was pleased with the resolution.

Very truly yours,

& [redacted]

Review: I'm filing this complaint against Bergstrom Ford Lincoln of the Fox valley because of poor customer service and performance in regards to handling my vehicle. This issue dates back to 8/02/2013 from a former complaint filed against [redacted] ( complaint ID#[redacted]). it is now 8/20/2013 and my truck is still not repaired. The first issue I have with Bergstrom is that they did not provide an alternative means of transportation (rental) up front in which I had to incur that cost for the first three days my truck was in their possession. Second, I like to point out the blatant communication failure in regards to the service representatives ( at one point I called in to check status and I was welcomed with "what's up" by a female representative) in which they constantly downplay my concerns and the timeframe in which they will have my truck repaired. Also in a two week span I have not received not one courtesy call in regards to the status of my truck in addition I.ve had to drive up to the location in person in order to get updates. [redacted]. Finally, with all of the miscommunication and the timeframe in which my truck is still not repaired to this date, your company wants to charge me over 2,000 dollars in costs to replace a crank oil shaft. I'd like to express my dissatisfaction in paying this rate because of the timeframe (two weeks and counting) and because of the misrepresentation of your brand by your employees.

5Desired Settlement: I would like the Job finished immediately and I would like a Billing adjustment for the inconvenience

Business

Response:

August 26, 2013

SUBMITTED ONLINE

RevDex.com of Wisconsin

Dispute Resolution

Center

10101 W. Greenfield

Avenue, Suite 125

West Allis, WI 53214

RE:

Case [redacted]

Dear Dispute

Resolution Center:

of the dealership, [redacted], immediately contacted the guest upon

receipt of this complaint. Mr. [redacted]

reports that he has resolved the guest’s issue to the guest’s satisfaction,

including a discount on the repair work on the guest’s vehicle. Mr. [redacted] also met with his Team to

review Bergstrom’s communication policies with our guests while their vehicles

are being serviced so that this does not happen again.

Very truly yours,

[redacted]

Review: Went to the dealer to purchase a car after getting a price from True Car. They did not have the car but told me to come back on Sat as they could dealer trade .After negotiations we were told we could not get financed on a 18 thousand dollar car but they had a 25thousand new left over 2014 car they could get financed so we said ok .The diffrence between the car we wanted and the car they said I could only get was 17hundred dollars. The reason we could only get the 2014 was because rebates and the fact the bank would think we had more equidy in the car.When sitting down with the finance person she started to do the paper work and then offered me 4 thousand dollars worth of add ons for the car at we said no but when I got home I realized why would the bank give me 4thousand dollars more in finance but not 17 hundred for the car I wanted?I have been calling the dealership for some clarification and in fact when we went to the [redacted] he said the reason the bank would give us the extra 4 thousand is they beleive we would take better care of the car in case it was repocessed so that is why rust proffing window crack etc would be a good deal for the bank.They said they would make it right but no call backDesired Settlement: I would like to state my case to the owner because I am sure he will not be proud of what happened

Business

Response:

May 18, 2015

SUBMITTED ONLINE

RevDex.com of Wisconsin

Dispute Resolution

Center

RE:

Case #[redacted]

Dear Dispute

Resolution Center:

Upon receipt of this

complaint, I contacted the dealership to investigate this matter and they

reported that this guest could not

get approved for financing on the 2015 Elantra vehicle originally chosen.

However, because of the sizable rebates on a 2014 Elantra Ltd, we were able to get

approval for financing on the older model year and were able to offer

additional financing products and still keep within their approved

financing. We explained this to the

guest as thoroughly as possible at the time of the transaction and are happy to

explain it again. The [redacted],

Tom F[redacted], has attempted several times to reach the guest since receiving the

complaint without success. We encourage the

guest to contact the dealership at ###-###-#### and speak with the [redacted] directly to clarify any questions.

Very truly yours,

John J. Hogerty, II

Executive Vice

President

& [redacted] Counsel

JJH:cah

Consumer

Response:

Review: I contacted Bergstom Neenah about a used 2012 Ford Escape that I saw on their website and purchased it on December 16, 2014 for $23,770.00 The miles/gallon was listed as 20 in the city and 27 on the highway. I have a print out of the ad. It was not pointed out to me at the time that the mileage would be anything significantly different than what was advertised. But the actual mileage I am getting is 15-16 in the city and 19-20 on the highway. If I had known this I would not have even have considered this vehicle. I have recently made contact with the dealership and they informed me that the best they could do for me if I wanted to trade the vehicle back in would be $18,000. So basically I would be losing $5,770 because of their false advertising.Desired Settlement: I would like to be refunded what I paid for the vehicle. I would be willing to consider a trade to a 2013 Escape which has better mileage.

Business

Response:

February 26, 2015

SUBMITTED ONLINE

RE:

Case #[redacted]

Dear Dispute

Resolution Center:

Upon receipt of this

complaint, I contacted the [redacted] of the dealership – Bergstrom

Ford of Neenah – with the guest’s concerns about experiencing much lower gas

mileage than what was advertised on a 2012 Ford Escape she purchased from us in

December 2014. The Sales Manager

reported that his team has been working with the guest for the past couple

weeks trying to find a comparable trade for a vehicle with better gas mileage

as listed by the manufacturer. They

found a couple options, but the guest has rejected the offers because

additional money would be required from the guest to complete any of the

transactions and the guest does not want to spend any more money.

In response to the

guest’s allegation that we falsely advertised the vehicle’s estimated gas

mileage, the gas mileage we “advertise” is what is listed on the manufacturer’s

window sticker, which lists a range of gas mileage estimates. Federal regulations are very strict

concerning the disclosure of vehicle gas mileage estimates and we do not vary

from those numbers. When the guest first

contacted the dealership about the gas mileage, the team did point this out to

the guest and explained that gas mileage can vary greatly based on all sorts of

factors such as weather conditions, tire inflation, towing, and owner driving

habits. The guest has had the vehicle

for less than two months, so the timeframe for comparison is very short. Bergstrom continues to stand ready to help

our guest in any way we can, but we do not agree with the guest’s claim of “false

advertising.”

Very truly yours,

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Original complaint: