Bergstrom Subaru of Green Bay — Attraction in Ashwaubenon

Update: You can see below Bergstrom requested me to call and/or email. It has been over a month and no response via email and no call back. Ended up back at the dealership for another issue since this review. Unreal. If I could give 0 stars, I would.

This review has been a long time coming as I wanted to give Bergstrom a chance to address the issues, but unfortunately, this has not been resolved.

TL;DR: I do not recommend Bergstrom unless you have extensive knowledge of vehicle repairs. I feel that I have been taken advantage of and I cannot currently recommend this dealership. It is important to be cautious about the make and model you choose, as you may have to travel to Appleton or Oshkosh for service.

I purchased a used 2014 Nissan Murano with approximately 80,000 miles from Bergstrom in July of 2023. The salesperson I dealt with mentioned their inspection process, which they claimed was consistent for both new and used cars. Additionally, I was sold a warranty, and the purchase was completed.

Only two weeks after buying the car, I encountered a problem with the gas cap not opening. When I contacted Bergstrom for help, I was informed that there was no assistance available until Monday. It was also the first time I learned that this particular car could not be serviced in Green Bay and I would need to go to Appleton or Oshkosh. This information would have influenced my decision to purchase this specific vehicle. As I was heading out of town, I sought help from another local dealership, who managed to open the gas cap for me. However, when I brought the car back to Bergstrom, they claimed that I had voided the warranty by opening the gas cap myself. They even questioned whether I had taken the car to another dealership or made any modifications to the fuse box or installed an aftermarket rearview camera, which made me doubt the thoroughness of their inspection process as it was there when I made the purchase. Eventually, they did cover the cost of the repair, for which I was grateful. However, when I asked them to look into the aftermarket automatic starter (added by the previous owner), they refused to inspect any aftermarket parts. This, again, would have influenced my decision to purchase the car since both aftermarket upgrades were important to me.

A few weeks later, I found myself back in Appleton due to issues with the passenger side wipers, which were not covered under the warranty. Appleton was able to service the car, but at an additional cost.

A few months later, I faced a power steering issue, which would have cost around $1,000 to repair and was not covered by the warranty. The service technicians in Appleton, specifically Mike and Deon, were helpful, but there was little they could do since the car was not purchased at their location. Altogether, I have spent between $2,000 and $3,000 on repairs within the first 6-8 months of owning the car, which I find completely unacceptable. I have spent a lot of time trying to get ahold of someone who can escalate, but still have never received an update via email...

The transaction started out good. I went there to look at 1 specific car they had on the lot. I was greeted by the salesman, he seemed pleasant. After the test drive we decided to buy the car. 1st issue(the minor issue): Right away he informed us there was only 1 key but they would get one made for us. After many phone calls and texts back and forth with the salesman who seemly was very confused about how to get us a key, we spoke with 1 of the managers. The manager insisted he would get us a 2nd key. Well to make a long story short it's been several months and still no key and have not gotten 1 single update on the status. 2nd issue: (keep in mind they have a 7 day return policy, I'm not surprised they gave us the run around) a couple days into owning the vehicle my wife noticed after driving the car around for a bit the brake pedal was super squeaky, like annoying loud squeaky. We called the dealership and of course they were acting like they've never dealt with an issue before. They claimed they were too busy and couldn't get us in for several days. So we agreed and brought the car in a few days later. The salesman tried to explain the problem but obviously he had no idea what he was talking about. I asked "is it fixed?" He replied yes. So we took possession of the car and left. The following day my wife had errands to run and shortly after driving the car noticed it was not fixed. So we called back and got the same run around. Got the car back in there on a Thursday. Our wedding was that following Saturday followed by our honeymoon the following week. We had not heard anything by Monday (1st day of our honeymoon) so I called in and the salesman explained he didn't want to bother us. He still didn't have an answer on what was wrong. A few days later we got a random text from the salesman that had a link to an estimate. They wanted to charge us $3500 to repair the car. After several calls with the salesman, and the service center, I got nowhere. I had to call corporate 3 times before I finally got a call from the sales manager. After speaking with him for a while he explained that they would take care of the bill and get us a new key. I was told they would call once they got the parts in and started the repair. Never got that phone call either. The entire first month of owning the car it sat at the dealership. We actually made our 1st payment on it while it was still at the dealership. This dealership is terrible, I absolutely would never do business with them again. The breaks do still squeeze a tiny amount but it's vastly improved. And several months later I still don't have the 2nd key they promised. I've been waiting to write this review in hopes they would get us a key. I would have at least given them 3 stars then. I'm honestly so sick of dealing with them I don't even care about the...

I really do not like writing bad reviews, but Bergstrom Subaru of Green Bay is a truly unreliable place. I would not choose to go here for anything. I would not trust them with much of anything. It seems their attention to detail is not great. This could cause some serious hazards. We have tried Bergstrom twice now on two separate cars in need of some check-ups/tune-ups. The first was a couple of years ago when we brought in our 2008 Subaru outback for 100k maintenance and to fix a light that was on the dash. After over a thousand dollars of work, we got the car back and the same light was still on. They never commented on it or gave a heads up that it was still on or that they couldn't fix what the light was on for. Now just this last week he brought in our 2011 Subaru outback asking to have them look it over, as we had just bought it used (not from Bergstrom) and the engine was stalling when you would brake. They updated the engine control module and suggested cleaning the throttle body plate, otherwise they said everything looked great. The engine has continued stalling so we brought it to another mechanic and they identified somewhat quickly that the head gasket needed to be replaced. It just does not make you feel comfortable or confident bringing your car into a place when they very clearly did not look over the car to the extent that they should have. Especially when you pay good money to have them do it. Both times it has been a lack of their attention that has led us to having to spend more money, and extra time getting our cars fixed. I would say just skip some of the hassle and find somewhere more reliable to get the work done on your car. Extra bummer because this is a specific Subaru shop, so in theory, they should be the experts on the work they are doing. Hoping they prove me wrong one day but so far, not so good :(

UPDATE: we took the car to my uncles and father who are very well versed in cars. They popped the hood to look at the engine and within a few minutes they identified multiple things that are either not working or are simply not there at all - like high beam lights. They are just completely missing. Bergstrom apparently did a FULL check of the car and said things looked great... and yet missed that there literally aren't any high beams in the car. l o l. This place is a joke. Do not go here. I am hearing across the table that they are falling majorly short of the job they should be doing. I want...