Bergstrom Victory Lane imports (Hyundai-Mazda-Mitsubishi-Nissan-Audi-VW)

Tell us whAugust 15, 2017 SUBMITTED ONLINE [redacted], Lead Trade Practice ConsultantRevdex.com of Wisconsin10019 W Greenfield AvenueMilwaukee, WI  53214 RE:     Case #[redacted] – [redacted] Dear Ms. [redacted]: I am the General Counsel for...

Bergstrom Automotive and all of its subsidiaries, including Bergstrom Nissan in Appleton.  Upon receipt of Mr. [redacted]’s claim, I immediately investigated the claim.  My investigation revealed the following: 1)       Mr. [redacted] brought in his 2004 Nissan with 183,777 miles on it December 5, 2016 for a transmission issue.2)      We performed diagnostic action and told Mr. [redacted] that his transmission needed to be replaced.  Mr. [redacted] declined our recommendation and took the vehicle (as disclosed in his complaint he took it to another cheaper shop) to have the transmission replaced per our recommendation.3)      When Mr. [redacted] complained, we refunded his $218.39 out of pocket cost for coming to our dealership.  We believe this was a fair resolution and stand by our position that the vehicle needed a new transmission when it came into our shop.  If Mr. [redacted] has some evidence to the contrary (an affidavit from the repairing shop that this is our fault), we are certainly willing to discuss this further, and we are always willing to communicate with our guests.  Very Truly Yours,   [redacted]Executive Vice President   & General Counsel JJH:jlo y here...

November 11, 2015SUBMITTED ONLINE[redacted]
[redacted]
[redacted]
[redacted]  [redacted]RE: 
   Case #[redacted]Dear Dispute
Resolution Center:Upon receipt of this
complaint, I contacted the [redacted] and...

the [redacted] of the
dealership – Bergstrom Victory Lane Imports – with the guest’s concerns.  The [redacted] is unable to explain why
the guest’s calls were not returned and apologizes for this oversight on our
part.  He asked the F&I Manager to
look into this and discovered that the leasing company, [redacted], made an
error in the coding of the tax credit and the guest should not have received
the letter from Ally requesting tax-exempt paperwork.  Both our [redacted] and [redacted] have
contacted the guest to explain the situation and apologize for the
confusion.  Again, as a team we apologize
that we dropped the ball on promptly responding to our guest’s concerns.  Thank you.Very truly yours,[redacted]
[redacted]   [redacted]Tell us why here...

November 19, 2015SUBMITTED ONLINE[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
RE: 
   Case #[redacted] Dear Dispute
Resolution Center:I am in receipt of our guest’s rejection of our response of November 12
to this complaint.  To clarify, the value of the guest’s trade-in vehicle
in relation to the value of the vehicle the guest leased was such that there are
no taxes due on the guest’s lease payments. 
Thank you.Very truly yours,[redacted]
[redacted]
  [redacted]

February 17, 2015
 
SUBMITTED ONLINE
 
 
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
 
RE: 
   Case #[redacted]
 
Dear Dispute
Resolution...

Center:
 
Upon receipt of this
complaint, I contacted [redacted] of the dealership – Victory Lane
Imports – with the guest’s concerns and he immediately investigated the issue.  [redacted] reported that the guest
actually called our Appleton Chevrolet store and left a message with that dealership
on the same day the complaint was filed – February 10, 2015 – and they
forwarded the message to [redacted] at Victory Lane Imports.  [redacted] returned the call that
evening and found out the guest was looking to cancel the Wear and Tear
Contract on the vehicle the guest had traded in to another dealership.  We sent the refund paperwork to the guest, we
received the completed paperwork back the next day, and we sent the paperwork
to Hyundai the morning of February 12. 
We also informed the guest that the refund is pro-rated based on the
mileage—not on whether the guest had ever used the warranty or not.  We note that the mileage on the vehicle
traded in was at 45,000 miles and the warranty was for 48,000 miles so any
refund the warranty company determines will be minimal.
 
We apologize for any
delay in reply to the guest.  We could
not find records of unanswered emails or calls from the guest, but do apologize
if we somehow dropped the ball on responding in a timely manner.  Being deceitful is not how we do business at
Bergstrom and we always stand ready to help our guests in any way we can.
 
Very truly yours,
 
 
 
[redacted]
[redacted]
  [redacted]
 
[redacted]

July 27, 2015
 
SUBMITTED ONLINE
 
 
RevDex.com of Wisconsin
Dispute Resolution
Center
[redacted]
[redacted]  [redacted]
 
RE: 
   Case #[redacted] 
 
Dear Dispute
Resolution Center:
 
We apologize for
misunderstanding that our guest was not completely satisfied yet with our
resolution.  I have been assured by the
dealership that we did send the guest a check for the remaining balance of
$21.75 in contention.  The Sales Manager
sent the guest an email on Friday, July 24 asking for confirmation that the
guest is satisfied.  As of this date, the
Sales Manager has not received a reply. 
We do not want to assume that this matter is resolved until we hear from
the guest, but do want to respond to Revdex.com that we are attempting to determine if
the guest agrees that this complaint is resolved.  Thank you.
 
Very truly yours,
 
 
 
John J. H[redacted]
[redacted]
  & General Counsel
 
[redacted]

The car was fixed at the firestone in minomonee falls I had to wait for a driver from the dealership to take me to go get the car from firestone. When they called me march 23rd dealership told me a driver will pick me up from the house. Their driver came and picked me up but took me...

straight to the dealership their driver did not know anything about picking up a car in minomonee falls. When I got to the dealership my sales man said he doesnt know what was the conversation between the driver and the sales manager. In the end they gave me a loaner for that day and said that they will just get the car from minomonee falls and take it to my house.the next day they did dwliver the car to my house after that I never heard from them again. My sales guy said they will cut a check to cover what I had paid for the repair. I never got it. I dont know how they work or sell a car bit its just not fair getting a car and breaks down 3 wks later when I dont even drive the car everyday. They see you as an eye sore when you complain but when they sell a car they are very nice and helpfull. Very disappointing. Other people will turn the worls upside down to return that car.

Review: Being that it has only been 15 months and ONLY 14, 000 miles clearly there was an issue from the start. Tires normally last 65,000+ miles, so unless Bergstrom had terrible tires on there to begin with, this is not right. You cant say that it is right to have like that stated as worn to the wear bars and severe/dangerous cracking. I am in complete shock as a customer how I am being treated in this manner. t is my understanding that Bergstrom stands behind their customers - We know that you have high expectations, and as a car dealer we enjoy the challenge of meeting and exceeding those standards each and every time. Allow us to demonstrate our commitment to excellence! We know that you have high expectations, and as a car dealer we enjoy the challenge of meeting and exceeding those standards each and every time. Allow us to demonstrate our commitment to excellence!Clearing that is not the case, I do not feel that the high expectations of standards and excellence are being presented here. I have NEVER been treated this way, and on such a large purchase. Not to mention, bad word goes a long way this will be reported to the Revdex.com and Attorney General. By all means not a threat at all, but for a company that stands behind certain above quoted words, this is defiantly not up to those standards. I will NEVER be a customer to Bergstrom again. Thank you,[redacted]From: Bryan K[redacted] [mailto:[redacted]] Sent: Thursday, July 2, 2015 5:52 PMTo: [redacted]Subject: Re: Tire IssueStepahanie,I understand your position. I have kids of my own, but I know we would not send a vehicle down the road with bad tires. Furthermore it has been a year and 3 months since you have purchased the vehicle from us and approximately 14,000 miles. At this point I don't feel Bergstrom is responsible for these tires any longer. Bryan K[redacted]Desired Settlement: I want a replacement of ALL 4 tires - I didn't even quote the most expensive ones, was asking $550 for 4 contential tires I asked to be placed with tirerack.com

Business

Response:

July 13, 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 General Manager of the dealership – Victory Lane

Imports – with the guest’s concerns and he immediately investigated the issue. The General Manager reported that we worked

with the guest on July 3, the day after the complaint was filed, and resolved

the guest’s issue that very same day.

The guest reported being satisfied with the resolution.

Very truly yours,

John J. H[redacted]

& General Counsel

Business

Response:

July 27, 2015

SUBMITTED ONLINE

RevDex.com of Wisconsin

Dispute Resolution

Center

RE:

Case #[redacted]

Dear Dispute

Resolution Center:

We apologize for

misunderstanding that our guest was not completely satisfied yet with our

resolution. I have been assured by the

dealership that we did send the guest a check for the remaining balance of

$21.75 in contention. The Sales Manager

sent the guest an email on Friday, July 24 asking for confirmation that the

guest is satisfied. As of this date, the

Sales Manager has not received a reply.

We do not want to assume that this matter is resolved until we hear from

the guest, but do want to respond to Revdex.com that we are attempting to determine if

the guest agrees that this complaint is resolved. Thank you.

Very truly yours,

John J. H[redacted]

& General Counsel

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive the remaining amount due to me at this time. No email from ** was sent, but I do find this resolved for now.

Review: I have been trying to contact the finance department at Bergstrom Victory Lane to inquire why the leasing company (Ally) is looking for tax exempt paperwork from me. My wife left two messages requesting that I receive a call back after review of my paperwork. No call back after two separate voicemails. The lease paperwork shows no amount in the "taxable portion of the lease payment" and I need to know why or get confirmation that taxes are indeed being paid as part of the payment on my lease. My wife faxed a letter to [redacted] himself on October 22, 2015, and I have yet to receive even a telephone call. She faxed him my lease paperwork to review and no one has called me.Desired Settlement: I would like confirmation by Bergstrom that a portion of my monthly payment are indeed the taxes as there was no breakdown of how they arrived at the actual payment amount. If there is no portion of my payment being applied to taxes they need to rewrite the contract to keep my monthly payment at the contracted amount and per month and figure out how to take a portion of that and apply it to the taxes.

Business

Response:

November 11, 2015SUBMITTED ONLINE[redacted]RE:

Case #[redacted]Dear Dispute

Resolution Center:Upon receipt of this

complaint, I contacted the [redacted] and the [redacted] of the

dealership – Bergstrom Victory Lane Imports – with the guest’s concerns. The [redacted] is unable to explain why

the guest’s calls were not returned and apologizes for this oversight on our

part. He asked the F&I Manager to

look into this and discovered that the leasing company, [redacted], made an

error in the coding of the tax credit and the guest should not have received

the letter from Ally requesting tax-exempt paperwork. Both our [redacted] and [redacted] have

contacted the guest to explain the situation and apologize for the

confusion. Again, as a team we apologize

that we dropped the ball on promptly responding to our guest’s concerns. Thank you.Very truly yours,[redacted]Tell us why here...

Business

Response:

November 19, 2015SUBMITTED ONLINE[redacted]

RE:

Case #[redacted] Dear Dispute

Resolution Center:I am in receipt of our guest’s rejection of our response of November 12

to this complaint. To clarify, the value of the guest’s trade-in vehicle

in relation to the value of the vehicle the guest leased was such that there are

no taxes due on the guest’s lease payments.

Thank you.Very truly yours,[redacted]

Consumer

Response:

Review: I leased a Hyundai Sonata through Bergstrom starting in May 2013. The lease was 4 years but the vehicle was purchased out by another dealership in Jan 2015. I had a mechanical failure service contract that was budgeted into my monthly payment for the Sonata used for repairs like brake pads, windshield wipers etc. I was told if the contract was not used, that money would be refunded to me at the termination of the lease. I still had not received any refund and ANY person I contact at Bergstrom ([redacted]) does NOT return any of my phone calls, messages, emails, texts etc. Extremely disappointed in the customer service and knowing Bergstrom is keeping money that is rightfully mine.Unfortunately I will not purchase a vehicle or recommend Bergstrom to anybody in the future.Desired Settlement: Greatly improve customer service correspondence. I feel as if Bergstrom is being deceitful. Even if I had a penny coming back to me, that should be returned to me in a timely manner.

Business

Response:

February 17, 2015

SUBMITTED ONLINE

RE:

Case #[redacted]

Dear Dispute

Resolution Center:

Upon receipt of this

complaint, I contacted [redacted] of the dealership – Victory Lane

Imports – with the guest’s concerns and he immediately investigated the issue. [redacted] reported that the guest

actually called our Appleton Chevrolet store and left a message with that dealership

on the same day the complaint was filed – February 10, 2015 – and they

forwarded the message to [redacted] at Victory Lane Imports. [redacted] returned the call that

evening and found out the guest was looking to cancel the Wear and Tear

Contract on the vehicle the guest had traded in to another dealership. We sent the refund paperwork to the guest, we

received the completed paperwork back the next day, and we sent the paperwork

to Hyundai the morning of February 12.

We also informed the guest that the refund is pro-rated based on the

mileage—not on whether the guest had ever used the warranty or not. We note that the mileage on the vehicle

traded in was at 45,000 miles and the warranty was for 48,000 miles so any

refund the warranty company determines will be minimal.

We apologize for any

delay in reply to the guest. We could

not find records of unanswered emails or calls from the guest, but do apologize

if we somehow dropped the ball on responding in a timely manner. Being deceitful is not how we do business at

Bergstrom and we always stand ready to help our guests in any way we can.

Very truly yours,

[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, this if the first I am hearing about the final result of how this is being handled. Of course Bergstrom doesn't have any records of unreturned phone calls, emails and texts. But the second I contact the Revdex.com, then I can finally get a response.

In a few words...Bergstrom Mitsubishi is a COMPLETE DISASTER and NOBODY should service their vehicles there!! This dealership is only interested in getting your money! Their mechanics are sloppy and incompetent!! I spent thousands of dollars over a period of several months replacing several parts that they recommended in an effort to resolve a simple temperature gauge issue. In the end, not only they were not capable of resolving this issue, but the mechanics there also broke other parts of my vehicle which needed to be repaired as well!!! Don't waste your time and money as I did!! My neighbor recommended her mechanic to me instead, and within 48hrs my vehicle was repaired fully and working properly as it did before taking it to Bergstrom!!!

Review: The car was returned from repair service with incomplete and potentially unsafe reassembly: bolts were found not fastened down, hose clamp had been removed and not replaced properly (used incorrect and ill fitting plastic zip tie instead), oil had been spilled around oil filter causing fumes to enter cabin during standstill. Additionally, the car was returned with an immediate part failure in the area of the repairs (thermostat) that had been functioning correctly when the car went in the shop for service; this has caused the engine that was serviced to fail to achieve proper operating temperatures.

I responded to an email from the service advisor who had sent an email after the service asking about the service. I responded politely with my concerns over the poor quality of the repairs and the malfunctioning part but received no response. I contacted this rep twice more over the next couple weeks and again received no response. My emails were confirmed sent. Additionally, I requested responses from both Bergstrom Audi/VW and Audi of America as part of their consumer surveys and again received no responses.Desired Settlement: 1) Replace at Bergstrom's expense the malfunctioning thermostat the car was returned with. 2) Complete inspection at Bergstrom's expense of all reassembly work including checking and correcting all related bolts/screws/fasteners for proper tightness/torque. 3) Clean and inspect area around oil filter at Bergstrom's expense. 4) Replace at Bergstrom's expense the missing hose clamp with correct, properly fitting clamp.

Business

Response:

Dear Dispute

Resolution Center:

Upon receipt of this

complaint, I notified the General Manager of the dealership of the guest’s

concerns and he had the Service Manager immediately contact the guest. The Service Manager has arranged for the

guest to bring his vehicle back in this week so that we may address each of his

concerns. The General Manager is

checking into our email response process and coaching the appropriate team

members on timely responses.

Very truly yours,

[redacted]

This will be the second time that I have called Mazda Parts department and got HORRIBLE service. The employees know nothing about the parts they are selling, much less how to speak to a customer. They need three people to tell me that they still have no idea what I'm talking about when I was just at a auto parts store that told me that Bergstrom carries the product. Bergstrom has lost A LOT of money from me because of their employees in the parts department.

They lied to me about options that came with the car. After I complained they put the Bluetooth in but when I came back to pick up my car the guy that installed it scratched the crap out of my door and dash they said they will fix it well it's been almost 3 mo. Now and it is still NOT fixed! And my paint is peeling between my door a week after I got it still not fixed save yourself the time and pain and DON'T BUY A CAR FROM THEM!!!

And I called the owner Tim Bergstrom about all my problems and he will not return my call talk about them being there for the customer!!! What a joke that's probably why they can't keep good employees that's why AJ quit!