ComplaintsforBerglund Chevrolet Buick

• Initial Complaint

  08/12/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  On June 29 2024 I was traveling from ** to **. While traveling through VA my truck broke down. I pulled into Burglund Chevrolet at approximately 4:30pm. Since it was a Saturday afternoon there were no mechanics on staff at the time. I reluctantly purchased a 2018 Ram 2500, which was over priced. I told the salesman at the time that I felt like I had no choice under the circumstances. Four days after the purchase I called asking if I could return the vehicle. There response was no, it's between me and the bank now. I told them I'll return the truck and give me the money for my trade in back and they still said no. Also I was never given any paperwork, registration, for the vehicle. Currently the vehicle is unregistered in VA and **. I just want my money back so I can get another vehicle.

  Business response

  08/20/2024

  This responds to the complaint made by ****** *******.Mr. ******* purchased a Ram 2500 truck from Berglund Chevrolet.  He was on vacation and needed a vehicle capable of towing his camper.  He originally wanted a Chevrolet Silverado but it was out of his price range.   Our sales team worked to find him a vehicle within his budget that could tow his camper.  He ultimately chose the Ram 2500.  He was not obligated to purchase that vehicle, or any other vehicle, and made the decision voluntarily.Several days later, after his vacation ended, Mr. ******* called and wanted to return the vehicle.  We told him we are not able to do that.  We are not a rental facility.  He purchased the vehicle and drove it from Roanoke to ********* and presumably back to his home in ************.  We will mail him a copy of his contract and paperwork.  The registration process can take up to a couple of months for out of state purchasers.  We will follow up on the status of his registration.In conclusion, we decline Mr. ********* request for a refund. Please let me know if you require any additional information.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used chevy tahoe on April 26, 2024 from this business. I still don't have the title. The loan has been satisfied. The bank doesn't have the title. The DMV has no rrecord of the sale. I have made multiple calls to the dealership. The calls have not been returned. Where is the title to this car? I want to transfer my car plates but I can't because there is no record of the sale. I want this issue resolved.

  Business response

  08/13/2024

  Ms. ***** purchased a 2020 Chevrolet Tahoe from Berglund Chevrolet which had been acquired from the ******* ********* auction.Since then, we have been working diligently to resolve the issue of the vehicle title. Our efforts to locate the title have included multiple follow-ups with ******* Nashville. Initially, ******* ********* had difficulty reaching the previous owner causing a delay but contact was madeand a duplicate title was ordered.As of August 13th, the duplicate title has not been received. ******* ********* is actively working to expedite the process and ensure a smooth resolution. We understand the importance of this matter and want to assure Ms. ***** that we are fully committed to resolving it as quickly as possible.We appreciate her patience and understanding as we continue to work with the auction to finalize the title transfer for the 2020 Chevrolet Tahoe. We will keep Ms.***** updated with any new information as it becomes available.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting in May of 2022, my 2014 Cadillac ATS has been seen by Berglund Automotive. The original issue was fluttering while in idle. They said nothing was wrong, charged me a diagnosis fee. December of 2023 it gets worse and returns to Berglund, same thing. Month after month they stated my car was fixed and charged me for parts that they thought was the issue, but it wasn't. The fluttering began to cut my car off! May 2024 they finally put a new transmission on my car. For a year and half, they had my vehicle and could not fix it. It's now July 22nd, 2024, and my car is still not fixed. Berglund states they will not see me anymore, they can not fix my car, they will not accept my warranty anymore and they will not provide a loaner car to fix the issues. I have spoken with many techs, and the GM and have also rode with many techs to show them the issue. I have spent THOUSANDS of dollars, and my car is not fixed at all. Additionally, they broke my windshield washer fluid cap and my hose to my coolant reservoir and refused to fix the issue.

  Business response

  07/29/2024

  Mr. **** owns a 2014 Cadillac ATS that he bought from a used car lot. He also purchased an extended warranty with the vehicle.  This particular vehicle is known to have engine electrical and mechanical issues that have similar characteristics but multiple root causes.The following summarizes our interactions with Mr. ****’s vehicle.  Copies of repair invoices are attached.The first time he came to Berglund Chevrolet with this vehicle was 5/2/2022. At that time, the vehicle had 92,875 miles. He stated that the vehicle was shaking; the check engine light was on; the vehicle was starting hard; and at idle the engine was fluttering.  We scanned the vehicle for codes and found a history code p0300 (engine misfire).  When we looked at live data it was certain that the vehicle was not misfiring.   We drove the vehicle 17 miles and could not duplicate his concerns.  In particular, no shaking occurred and the check engine light did not come on.  We advised Mr. **** to come back when the issues were present.Mr. **** came back on 2/03/2023.  The vehicle had been driven more than 10,000 miles in the prior 9 months, and now had 103,137 miles.  He stated that the car flutters and loses power while idling and will shut off.  We scanned for codes and found codes p0335 and p0336 (crank shaft position sensor).  These were different codes than were present at the first visit.  We found that the crank shaft position sensor was intermittently shorting out.  We replaced the sensor.  We found no codes after doing so.  We test drove the vehicle and it performed well.  There was no fluttering or stalling.He also requested that we replace the front brake pads, which we did.  We found oil leaking from the valve cover gasket at the rear of the cylinder head.  We replaced the valve cover gasket and verified that oil was no longer leaking.  We also found a coolant leak, but he declined to have this repaired.  We also performed a state inspection. Mr. **** returned on 2/13/2023 with 103,202 miles.  He stated the vehicle was shaking and running rough. We verified his concern and found that the recalibration of the new sensor didn't complete properly. We performed a re-program and test drove the vehicle, and found that it ran as designed.  After driving the vehicle we waited a few hours to let it cool down, then restarted it.  There was no rough idle.  We scanned the vehicle and found no codes.  We did not charge anything for this visit.Mr. **** came back on 2/21/2023 with 103,374 miles and stated the engine was running rough; the check engine light was coming on; and the vehicle was in reduced power. We found code p06DE in the computer, which is a stuck engine oil pressure control solenoid valve. This will cause the vehicle to go into reduced power mode.  We replaced the valve and found that the vehicle was not running rough and was not going into reduced power mode.  We discounted our charges for the work we did.Mr. **** came back on 2/27/2023 with 103,492 miles for engine fluttering upon stopping.  We verified that the vehicle was misfiring at idle/lower rpm’s.  We called General Motors Technical Assistance Center (TAC) and were advised that there could be carbon build up in the system. We removed the spark plugs and used a bore scope to inspect the pistons and valves.  We found carbon build up on the valves and valve stems.  We performed a carbon flush, and an oil and filter change. We test drove the vehicle for 30 miles and found the engine running as designed.  We did not charge Mr. **** for our work on this visit.Mr. ****’s next visit was on 3/29/2023 with 104,090 miles. He reported the engine was running rough sitting still and at speeds under 30 mph. We found code p06DE, meaning the oil pressure control valve was stuck again.  We called TAC and were told to follow bulletin PI1482 to replace the oil pump and shaft assembly.  After doing so we test drove the vehicle and found no codes and that the vehicle was not running rough.Mr. **** returned on 5/09/2023 with 104,640 miles. He stated that the engine was missing and running rough.  We found code p0304 for #4 cylinder. The ignition coil assembly for this cylinder was faulty.  We replaced the coil and found the vehicle was no longer misfiring. We continued to drive the vehicle for a few more days and it was running fine.  It did not run rough or misfire.  Mr. **** paid for the part only. No labor was charged.Mr. **** brought the vehicle in on 8/24/2023 with 106,593 miles.  He stated that the vehicle was dying down like it is getting ready to shut off.  We found code p06DE.  We contacted TAC who recommended replacing the oil pressure sensor. We did that, and after driving the vehicle we scanned for codes but found none.Mr. **** returned on 9/20/2023 with 106,676 miles for an engine miss. No codes were present. Our Shop Foreman drove the vehicle 242 miles, but was unable to duplicate any problems.  No abnormal data or misfires occurred.  We did not charge Mr. **** for this.  There were two other issues raised by Mr. **** at this time (steering column noise and passenger side air conditioning blowing hot air) that we did fix for him.The last time Mr. ****’s vehicle was here was on 3/12/2024 with 107,089 miles. He reported a shudder on light acceleration. Our Shop Foreman rode with him and felt the transmission shuddering . Mr. ****’s extended warranty company shipped us a used transmission and we installed it. We road tested the vehicle and found no shudder or other issues.Mr. **** seems to believe that his vehicle has experienced the same problem repeatedly.  This is not true.  We have explained to him on multiple occasions that there were different codes in the computer, which means there were different problems with the vehicle.  Some symptoms may be similar, but the cause is not the same.  We have addressed each problem as we have encountered it.   As can be seen, we have devoted substantial time and resources to repairing Mr. ****’s vehicle.  In each instance, all of our repairs were proper and every part we put on his vehicle was appropriate.  We followed standard and well-accepted diagnostic protocol.  Every repair was supported by the complaints expressed by Mr. **** and by our objective findings, including the computer scans which identified the problems that were occurring.  In those instances where we could not verify the complaints, we did not perform any repairs.  We also consulted with General Motors on several occasions to get their input, which was followed.  Unfortunately, this particular vehicle is prone to these types of issues.Mr. **** has paid a total of $866.43 for the engine-related issues, of which $200 was for his deductibles under his extended warranty, and $666.43 for parts.  The extended warranty company paid for the large majority of the repair costs.We have been very generous with Mr. **** in an attempt to satisfy him.  Our Shop Foreman, who has decades of experience, has ridden with Mr. **** and driven the vehicle extensively.  We have written off more than $700 in charges.  Not only did we not charge him for all work we did, but we provided him with a new loaner vehicle at no cost to him on nearly every visit (even though he did not qualify for a loaner because he did not purchase his vehicle from Berglund and his extended warranty company does not reimburse Berglund for the full cost). Based on Mr. ****’s complaint, he seems to blame Berglund for the problems with his vehicle. In light of this, we question whether we can ever satisfy him. We are not familiar with the alleged broken cap and hose and would need to inspect those items before responding further on those issues.In sum, we decline to reimburse Mr. **** for the parts he has paid for.  Given his unhappiness with Berglund and his belief that we are part of the problem (which is not justified), it would appear he should try another repair facility.

  Customer response

  08/01/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,***** ****First of all the original issue that I went to berglund for is still not fixed. My car still flutters when idle on this day August 1 2024. It’s funny because everytime they said they fixed this issue and told me that they drove my car to make sure it was indeed fixed. I would get the car back and the same day I can duplicate the issue but yet their techs can’t find the issue? I don’t believe that I’ve also been very patient with them through the whole process but after awhile it gets exhausting hoping everytime you get the car back it would actually be fixed when in fact it’s not! There was a lot of time where I had to miss work because they didn’t have a loaner to provide me right away. I’ve paid a couple thousand dollars I know into that car between parts, labor and deductions from my warranty each time i had to bring my car to them!I am not satisfied with their response because they keep saying it’s different issues each time when that main issue I was having they overlooked and kept throwing unnecessary parts on my car thinking that would solve the problem. It’s only been once or twice where they didn’t make me pay anything. Every other time I would either get charged labor, parts or $100 deduction each and everytime! 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  06/15/23 I bought a brand new 2023 Chevy Trailblazer RS from Berglund Chevrolet Buick Williamson rd Roanoke,Va On 06/19/23 aprox. 1 30 pm I was working as a **** driver and hit something on the road and it was a huge piece of Metal and now its in my back tire, and going flat quick,,,I immidiately put spare on and tire in back of trailblazer then went to Berglund & they said they would'nt fix it, and I would have to pay for another one,,,,,, I have a Bumper to Bumper warranty, and it states in description of what a bumper to bumper warranty is. in their policy and ads quote the original tires will be covered too, I had to go another tire shop (****** ****) to put it on, since Every other tire place was backed up and didnt know when they could get to my car , I work every day except Sundays

  Business response

  06/27/2023

  We met with Mr. ****** on June 26 and reviewed the terms of the warranty on his tires.  Although the manufacturer does not provide a warranty for the type of tire damage incurred by Mr. ******, we offered to submit a one-time customer satisfaction request to General Motors for the cost of the new tire.  Mr. ****** will bring us the invoice once he receives the new tire.  While we do not know how General Motors will respond, we will do our best to get reimbursement for Mr. ******.  He appreciated our effort and said he would withdraw the BBB complaint.Please contact us if you need additional information.

  Customer response

  06/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I fell in the Berglund parking lot and broke my wrist in Nov of 2021. This was due to an inflatable being tethered across the parking with no signs or markers. I contacted them numerous times to file a claim and finally was able to get someone to help me in Jan of 2022. All information was provided and was told I would hear something in a week. I have called *** ********** who took my information for the claim multiple times with no call back. It is now August 2022 and I can't get Berglund to contact me for a status of my claim.

  Business response

  08/25/2022

  Berglund has turned the matter over to its insurance company.  We have informed Ms. ***** of this fact, and also told her that we expect the insurance company to be contacting her as part of its investigation. Please contact me with any questions,***** *******GM, Berglund Chevrolet

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩