Tonya Schoultz at Bergstrom GMC of Appleton, WI is absolutely fantastic!! Her incredible level of customer service combined with a positive, "can do" attitude is why I just purchased my third truck from her.
Last week I had my Sierra in for an oil change, tire rotation, and from my last oil change I knew I needed a ball joint on the passenger front side. I had an appointment scheduled for 8:00 AM and had dropped my truck off the night before leaving the keys in the night deposit. around 4:30ish I received a call saying the technician was just driving the truck around and it would be ready to pick up. I then received a call around 5:15 telling me that I also now needed more ball joints replaced along with a couple of controller arms (what happened to finished). I was told all of that extra could be taken care of the next day and what time would depend on parts. Not having my vehicle for a couple of days is rather inconvenient so I asked about timing and was told that he would check the parts availability and give me a call right back. No call back that evening; I called in around 9AM the next morning and was told parts were in stock and the truck would be done by noon and hopefully sooner. As I had not heard anything I called in around 1:30 to check on the status and was told he thought it was just completed, but he would check and call me right back. 45 minutes later I was told it was done. My final total was supposed to be around $2300, but he did give me a $100 coupon (credit) for the service. The communication on this and my last experience with my Wife's vehicle has been very poor, which is rather unusual. I do have a similar job in a different field and I do understand that you don't always want to contact the customer with news they don't want to hear, but when things are not going well that is the most important time to reach out to the customer. Ever since our company had Tim Bergstrom come in and talk to our company about the impeccable level of customer service one should receive at Bergstrom, I feel like it has gone down hill. The work done by the technicians however has been great and have no complaints for that.
Victoria was great, but still trying to wrap my head around how the technician "diagnosed" the problem I described (potential transmission shifting problems at highway speeds) without putting any miles on the vehicle. I don't believe they drove it at all.
Unit was brought in for Lube oil, filter and tire rotation. I left the vehicle at the dealer. I was called in the late morning advising me the vehicle was ready. Upon arrival in the afternoon my unit was outside unlocked and not washed after service. I didn't say anything. I paid and drove away and I checked my tire pressures as I was getting on the road. The right rear was at 27 PSI and the others 35 to 37 PSI. I turned around and went back to the dealer for a low tire. They took the unit and repaired but never let me know it was finished. I was waiting in the customer lounge area. When I went to inquire about my vehicle they didn't know what was going on. They had to look for the keys and they didn't know what was done to repair the right rear tire. No technician document of any kind to be found. Again, my truck was unlocked and the wheel lug tool was left on my console and not put away. The service advisors were friendly and I had to ask them to ask the technician the next day and call me with their findings. My complaint is, vehicle was left unlocked, wasn't washed, I'm Ok with the low tire it can happen.... but they forgot me for over an hour and didn't know what the repair was to my tire, vehicle was left unlocked and not washed.
Took our Traverse in due to malfunctioning video screens and told the new ones would be in within a week. It took two and a half weeks. I was originally told they would need the car for the whole day to make repairs but when they called to schedule I was told they would only need it 2 hours and was not allowed to have a loaner car unless the service was 3 hours. I then scheduled the shuttle for my husband and I along with our 4 children so we didn���t have to sit there for 2 hours and the shuttle they brought only seated 5 passengers so we had to all cram in. About an our later they called and said there was no way they could complete to repairs in a two hour time frame and that they had a loaner car available for us to use. We asked that the shuttle come pick us up and told 20 minutes. It took me calling again after 50 minutes to get the shuttle to actually come. Extremely frustrating. We had also asked them to check the vehicle over as it was shaking when switching gears. They told us a part had failed which was under warranty but we had to pay for balance and alignment. We have had this vehicle less than 30 days so feel this should have been covered and then to top it off the repairs they did never fixed the issue with shaking. Now I am going to take it to a different dealership to see if they can actually fix the issue.