Bergstrom GM of Oshkosh

Good evening Tim I am writing to share our experience recently with Bergstrom of Neenah and your Audi shop in Appleton. My son 18 bought his 1st car from your Neenah store on Friday June 23. A 2013 Audi A5 $20,000 ish with $5000 cash down. Tyler Terry has been absolutely amazing- and trying to help all he can . 7pm on Friday the day he bought it…. The check engine light come on - he parks the car for the weekend and calls the store on Monday…. They get it in - say they can not fix it that it needs to to the Audi shop in Appleton…. They look at it on Wednesday June 28. They give him a list of everything that is wrong and tell him they can not get it in till July 11th to fix it… So we take it in on July 11- and here we are today August 9…. Still no car- my son has a full time job- we make it work with out a car till July 19 when they give me a rental… he can’t drive it because he is not 21… so now he has my car…. The car was supposed to be done last week… no go On Friday August 4- I was told it was not done- could not get the timing correctly, that it take 2 guys to do it and they don’t have the time and this car is not the high priority…. Not sure why it is not a priority- they have had it for a month, I am using one of your few rentals - I would think you want to get it out but I am not a mechanic. That brings us to today…. I have called 4 time left messages asked to talk to any human…. And I have been put on radio silence. At this point we are all so frustrated- this is supposed to be an exciting time for my son- he saved and bought the car he loved, and now at this point why would he even want it - he had for all of maybe 4 days he could drive it - Over all crap experience. Long story short - he would really like his car back and obviously fixed correctly- clearly this car should have never passed your guaranteed inspection …. (And yes I know that we are not footing this bill to fix it but I have heard the rumblings of how much Appleton is charging Neenah …. So is that why it is not done… isn’t this one company) Thank you for your time and the opportunity to share my experience- PART2 August 17th -Well given I have not gotten any sort of response… the story continues- Car was returned to us on Tuesday August 14 Today August 17 Check Engine light comes on again …. Told we have to bring it in again to get checked… Which I totally understand but we’re not gonna go another month and a half without a car. The last bill, which we did not have to pay for I recognize was over $12,000. At what point do you guys make this right and just buy the car back and give him his money back? I know I’m not gonna get a response, but at least I can have documentation for the Better Business Bureau. Hope to hear from somebody who will actually talk to me and give me answers or attempt to make this right other than telling me to be patient. I think we have succeeded that PART 3 Now it is the fuel pump system - they offer to buy the car back -Not without 1st trying to sell in a more expensive car with a longer loan- and somewhere in their math the $5000 cash he paid is gone in the new numbers- August 22 we got his cash back- but the bank has not gotten theirs-

I just purchased a used vehicle and had a wonderful experience. They literally held the door open for us as we arrived for a test drive. The purchasing process was smooth, every employee was kind and helpful, but especially my Sales Advisor. When he discovered the title was missing and he could not sell it to me that day, he quickly found a solution and offered to deliver the vehicle to my home (over an hour away) as soon as it was available, which was the next morning. I am so impressed with the customer service!

Today, April 19th, 2023, I took both of our family cars to Bergstrom Auto-Oshkosh on Washburn. First vehicle a 2020 Chey Equinox and second vehicle a 2007 Toyota Camry. I'd like to compliment Jacob Durant who worked with me on the Equinox oil change, etc. Second individual for '07 Camry was Partrick Fitzsimmons. Both servce consultants outstanding!!! Very polite, pleasant, helpful, courteous, friendly, listened, advised, suggested what is needed, required, best for vehicle perfomances. I admire and respect their decency, honesty, caring attitudes. Thank You, gentlemen and Bergstrom!!

I had an unpleasant experience with an issue on our 2021 Acadia. I was contacted by two staff of Bergstrom regarding my experience. Jeff went ABOVE AND BEYOND to settle the issue which turned out to be miscommunication. That indeed is exceptional customer service. Thank you

Check engine light came on in my 2019 GMC Terrain. Code reader at Advanced auto said issue with cylinder 4. Took car to Bergstrom GMC and told them the code. They verified that the ceramic on spark plug in cylinder was broken off and recommended replacing all four plug. When I got the bill they changed me $149 for diagnostics that I got done free at Advanced auto and told them the problem. Then they changed me $30 BS fee that they explained as shop supplies. NEVER take your car to this dealer except for warranty work that is 100 percent covered. I said I wanted to get a call from the Service manager Jeff but over 2 weeks later I never did. Talked with Donnie today and he talked with Jeff who would do nothing.

Excellent dealership. The salesperson that sold me my truck was knowledgeable about the entire car buying process and worked to get me the truck that I wanted. I feel like the entire process was efficient and fair.

Great dealership. Always go above and beyond to help us. Have purchased a few vehicles from this location.

I’ve been with Bergstom for probably 40 years and satisfied until the lat couple of visits. The last before this visit was $209 for an oil change and to fix an electrical problem with my trailer plug that kept blowing fuses. I told them I had the extended warranty but they told me that info was upfront and they couldn’t check to see. Hence, $209 for my oil change and fuse replacement they couldn’t find the cause of. I took it to Westside tire and they fixed it in 15 minutes no charge. Now I took it to Bergstroms last week ( only because I had a Chevrolet/Onstar notice that I had an engine transmission. They told me it would be $149 just to read the code?????? It turns out that I had a faulty heat sensor for the transmission. Good news was no charge for reading the code because it was covered under the drive train warranty. Bad news is that I was there over 2 1/2 hours for the oil change, tire rotation, new wipers, and reading the code. The only reason I went to Bergstroms and not Westside was only because of the code. Otherwise, Westside CARES about their customers, tire rotation is free and I’m out of there in 30-45 minutes. I own a business and I can have my employees put all the nice, and fluff on a customer promise. But If I, my employees don’t deliver on their word, I’m out because someone down the street will deliver. As I have said, I have purchased a gazillion vehicles from Bergstroms. Always because of my comfort and satisfaction. But times change, customers don’t. Loyalty is earned not deserved. Up front pricing is a joke which can be seen by anyone with high school math. The original relationship between a repeated buyer and a salesman who was actually a sincere friend are gone. I was operations manager for UPS for 23 years and I knew the game but my genuine sincerity with my employees made me a superstar. No xxxxxxxx, no lying to anyone was my rule and my success. I’m sorry, I don’t mean to bad mouth anyone. You have fantastic employees, a vision, and the desire to be the best. But unfortunately not everyone has that desire or motivation to be the best! Best wishes and still a dedicated customer. Thomas Herbert

Quick easy check out good communication friendly salesperson facility was very clean got what I wanted

Bergstrom GM did an exceptional job for us. We worked with Dustin and he went above and beyond for us. This was no simple sale, We had a lease that was being bought out by myself, and then a new car purchase by my mother, lots of paperwork back and forth, license plate changes, etc. but Dustin made it easy for us! He took full control and let us sit back and relax while he completed each task to finalize our sales. Thank you Dustin for your great job! We will always recommend Berstrom Cadillac and Dustin Crane.