Confirmed Service Customer
I brought my vehicle to Bergstrom to address a warranty concern. I noticed the rear speakers were not working when the fade was set to the back. I also requested an oil change. The person who assisted me checked the radio settings to ensure the issue was not due to operator error. He confirmed that the speakers were not functioning correctly. Two hours later, I received a call informing me that the speakers were operating as designed. I picked up my vehicle after the oil change but was threatened by the dealership. They told me that if I brought my vehicle in for bumper-to-bumper warranty work and the dealer could not replicate the error, I would owe them about $70. I asked what would happen if it was a safety concern, but they reiterated the same policy. I was shocked by this policy despite purchasing three vehicles from this dealership, all with bumper-to-bumper warranties. I have only had three or four warranty issues in ten years, all verified and repaired. To make matters worse, I checked the oil level when I got home and was filling the windshield washer fluid. The reading was just below the hash marks. While Bergstrom charged me for enough oil to service the vehicle's minimum fluid requirements, I had to add ¾ and a quart to meet the manufacturer's recommendations. I even brought it to a local mechanic to verify that I had checked the oil correctly. The dealership's policies deter customers from ensuring that their vehicle is operating safely and correctly under warranty and from doing routine maintenance that, when incorrectly performed, may cause premature engine wear. If a technician cannot do the small things right, how can I trust them to conduct potential major maintenance? I don't blame the team members on the front lines. Bergstrom Management should look at their policies and ask themselves if experiences like mine will make customers interested in buying a vehicle from them in the future. They should TRAIN their technicians, EMPLOY some quality controls, and do something to prevent these types of mistakes from happening again.
Kevin H.
Neenah,
WI
Business Response
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