Bergstrom Chrysler Dodge Jeep Ram of Kaukauna — Local services in Kaukauna

To whom it may concern,

My name is Lynnette Berreau. I am a long-time loyal customer of Bergstrom. My Grand Dodge Caravan was purchased from Bergstrom in Green Bay several years ago and I have always had it serviced the location where I purchased it. Until now, I have had no complaints whatsoever.

Unfortunately this time, Green Bay was too busy to get it in right away and they set up an appointment at the Kaukauna location for me. This ended in what I would consider one of the worst customer service debacles I have ever had the misfortune of experiencing.

I took my van to Kaukauna in the morning, dropped it off and in detail, explained the problem to Stephanie at the customer service desk. Essentially the vehicle was making a metal on metal grinding noise, noticeable upon making a right turn. Early in the afternoon, Stephanie texted me, indicating that the technician was unable to detect anything wrong with the car. She even said she had two techs drive the car, making a right turn and neither of them could detect a problem. I then called her and she further indicated that they couldn't hear the noise, even telling me she drove it herself. She then asked me to come back to Kaukauna to show her the noise. Even though I was in an extremely tight time crunch at the time, I drove from De Pere to Kaukauna. I found Stephanie and the tech and we went for a ride together. The car behaved just as I had told her multiple times that it would. In other words, it made a metal-on-metal grinding noise when making a turn to the right. The tech could hear the noise. He then told me that new brakes and rotors were needed for the rear wheels.

At this point, I am still ok, just starting to become a little frustrated. After I departed Stephanie texted me the estimated price for the repair work for $726.00. I asked her on text if that time included the diagnostic fee and she responded that it did. Needless to say, I was probably going to object to a diagnostic fee considering the fact that I had to run all the way to Kaukauna to show them how to drive a car whilst making a right turn. I gave them the go-ahead to repair the car. Stephanie informed me that the car would be complete on Monday. Admittedly, there may have been a misunderstanding on my part about when the vehicle would be complete. Of course when I went there to pick it up Monday it was not complete.

That was the last straw and I pulled my vehicle out of there, took it to another garage and it was diagnosed and fixed within 2 hours. New brakes and rotors for a grand total of $300. The guy who worked on it simply looked at the rotor, without even driving it and knew exactly what problem was. He even courteously took me into the garage to show me and explain the problem.

Here are a few more thoughts on this:

The technicians and Stephanie at the Kaukauna location clearly never really put any real effort or displayed any industry skill whatsoever when it came to diagnosing my vehicle. As a matter of fact, I find it very hard to believe they actually did anything whatsoever. Prior to engaging Bergstrom to get the vehicle fixed, I had two friends tell they suspected (guessed) rear brakes. These guys aren't even mechanics in any official context. I would like to think that guys that work at a high class auto service center like Bergstrom would know some basic car stuff or at least know where to look. I mean, just looking into the wheel at the outer rotor surface would have provided some clues. Either laziness or mind staggering incompetence was at play here I think. I don't know which, maybe both.

The disparity between what I ended up paying and the Bergstrom estimated cost of my brake-job was pretty remarkable, even alarming. I will certainly keep this in mind now when I am getting my car repaired. $300 at a local De Pere garage vs. $726 at Bergstrom Kaukauna. I know that Bergstrom service centers are typically a little higher price wise and I have always equated that with higher quality workmanship. Even if this...

I have NEVER had a dealership work so hard to NOT sell me a car.

WORST EXPERIENCE EVER! If this is what non-commissioned sales people are going to be like just fire them all, starting with Jim L in Kaukauna, and go 100% online because your useless sales guy literally wouldn’t take the time to sell me a new truck! I’m still trying to pick my jaw up off the ground at how annoyed Jim L was that I was there to spend $70k+!!

TLDR; So, I was planning on getting a brand-new Ram 2500 Limited this year. As many people do nowadays I did tons of research and weighed all the pros and cons between the different trims out there and then I waited for the new model year to start showing up at dealers. In the couple months since, I decided I would wait until the 5th gen models, like the all new 1500, are released next year rather than buying the older 4th gen that still makes up the Heavy-Duty lines. Like I said I did my research. Well I was driving past Bergstrom in Kaukauna and I thought I would stop in and just see what may be available rather than wait another year. This is when I met Jim L who has the strangest sales tactics I have ever experienced. Let me explain. I walked in and was greeted by Jim L and told him that I was wondering what they may have in the Ram 2500 Limited trims. Now mind you this is the most expensive trim Ram offers and start around $70k. Jim then points to a Ram 1500 Limited in the showroom and tells me to have a look at that. The conversation then went something like this… Me: Umm, that’s a 1500. Jim L: Well it’s basically the same thing. Me: not exactly as the 2500 is still a 4th gen and may have a similar interior but the size and configuration is different. Jim: Well not really, they are basically the same and are built in the same plant. Me: Umm, no, the 2500’s are still built in Mexico and not in the 1500 plant, but they will be built here when the 2500 switches to the 5th gen design next year. Jim L: You don’t know what you are talking about. AND THEN HE TURNS AND WALKS AWAY!!! My jaw hit the floor and as I’m standing there shocked I ask him if he plans to show me what they have. Jim L then turns around and tells me he thinks he has a couple in the back lot and then proceeds to walk me all the way to the back corner to show me a 2500 that isn’t even close to the trim level nor did he bring a key so I could see the inside! At this time I did point out the country of manufacture on the sticker, yep, Mexico. But of course, “they only make a few there” he tells me. He then starts walking back to the showroom and I’m standing there like, umm, so is this it? Jim L then tells me that yep, they don’t really have any. I say fine and tell him I’ll have a walk around. As he leaves I bring up the website and find an almost full match for what I’m looking for AND IT SAYS IT IS ON THEIR LOT!! At this point I then walk inside, show Jim L the listing on my phone and say can you show me this? To which he asks if I know the inventory number??? OMFG!!! After I find the inventory number for him he goes to look for the key and comes back to tell me that there is no key, so it must have been sold because the magical board with the keys knows all. OK I added the last bit, but he did say if there is no key on the board then it’s not there. At this point I give up. I take one last drive around the lot and yep, there the exact truck sits on the other side of the building.

Jim L you have won a very impressive and lengthy negotiation to get me to NOT buy a $70,000 truck from you. My hat is off. And the new Jetta that I’m also buying for my daughter from the other Bergstrom location clearly must employ these advanced tactics so no point in even trying to wrestle with their master level sales people! At least Kolosso has much more mild-mannered sales people and they have already found me a few options for a new RAM 2500 should I decide...

Literally our truck was dropped off beginning of December 2023, so going on 6 months now. Dropped for estimate only, they then preformed unauthorized work, let the truck sit and now truck runs really rough.They won't fix. Terrible communication. Many laws broken.

December 2023, Dropped 2008 Dodge off for estimate. Husband on the fence whether wanted to keep & fix) truck or sell. Decided to get estimate done.

We could then fix or sell the truck as is, with a document showing costs to repair for buyers.

Waited several weeks, no word, then were told they were having trouble coming up with an estimate because they were working with Cummins on part prices. We waited longer. No word, called & were told truck was at Baril Engine in Green Bay, and was not put back together yet. Huge suprise since we didn't authorize work to be done. Immediately drove to Bergstrom to talk to manager. Work had NOT been authorized verbally or written.

Manager apologized, saying mechanic that had been working on truck had been terminated for authorizing work without permission and similar problems with other customers. At this point, she tried to get us to pay for the repairs at a reduced price for our inconvenience. We told her we were not interested, our truck had been torn apart without our permission. We confirmed that we would not be liable for the cost of repairs. She agreed.

The manager told us they would call when the truck was put back together. We stopped back over, the motor was justly sitting there uncovered on the back of the flatbed of the truck. We took a picture quick as it was bad for the motor to just lay in the open like that and dust could get in parts that were not supposed to be exposed.

When we talked to the manager, she said Baril had lost the mounting brackets, Bergstrom had tried to order new ones but everything was on back order, so they were having trouble.

Manager messaged April 12th truck was ready. We started the truck up and now it's running really rough (it was not running bad before, only the temp gauge was showing overheating before). We refuse to take possession of the truck as it had not been running like that when we dropped it off and we felt if we took possession of the vehicle Bergstrom would stiff us with the damage they caused.

We get a text saying it's a injector & they have ordered a new one. We immediately call to make sure we won't be charged, since they messed the truck up. They assure us we won't be paying. (Recorded convo) husband told them to go ahead with the injector since we had already confirmed we wouldn't be charged. (We have a recorded convo with certified diesel mechanic stating that injectors could be messed up if motor not back together properly) Told they are waiting on injector.

No word, Husband stops by, Christina, the manager we worked with had quit. New manager won't do anything. She said had a text authoring work (text she is referring to is about the injector that the original manager had said wouldn't be charged for) We have texts, screenshots & photos. We have recorded convos documenting the injectors were not to be charged. Have a paper showing work done on the truck & there is no charge because not unauthorized. Told to take truck. They had put enough money into it. Our truck runs worse than before. Now they say they are done. Our motor could be blown, the truck is worse...