ComplaintsforBerger Chevrolet, Inc.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had recently bought a car here I have been back multiple times for several issues now my transmission is leaking note its a seal transmission. The car is still under the manufacture warranty. I would like something done about this

  

  Business response

  09/27/2023

  ************** purchased a 2021 Terrain. This vehicle has a valid powertrain warranty as well as an extended warranty ************** purchased on the vehicle. Typically with one of these warranties, the customer does have to authorize diagnosis, on a transmission issue, that would be $270.00 plus the cost of the rental. Berger has stepped up to the plate and waived the diagnosis as well as the rental. We believe this will covered under warranty, however he has not even given us enough time to even get it diagnosed. ************** purchased a used vehicle but is expecting a new car experience. As of right now, there has been no out of pocket expense for ************** on the vehicle. When all is said and done, the vehicle will be repaired and returned to **************, not exchanged. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 26, 2023, I traded in my vehicle at Berger Chevrolet. The total purchase price was *********. The same day I left with the vehicle off the lot the car began to jerk when accelerating, cut off while driving, and stalling when trying to reverse. I contacted **** which was the representee that helped me with my purchase, and he arranged a time to pick it up from my job on May 3rd and May 5th, 2023, this still did not resolve the problem. On May 10th, 2023, I called off work to take the car back to Berger once again to get fixed. Later that day I emailed **** to let him know that the problem still existed. I was then told to once again drop the Jeep off at Berger and was given a loaner car to drive. I received my car back from Berger on June 29th, 2023. I am still having the same problems with the Jeep. I cannot get any manger from Berger to return my phone call about the situation. I have left voicemails with DJ who is one of the sales managers and cannot get anyone to return my phone call.

  

  Business response

  08/30/2023

  Contacted customer and have service appointment set again.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Berger ***** picked my 2023 Travease on 7-18-23 to install the upgrades I had bought but had been waiting the chip. I received it back and got in to find the steering wheel was off by about ********************************************************* one way and we can schedule you a new appointment. Well I found this to be ***** that I was going to have to wait another week to have them fix what they screwed up. I called the director of service and thats when things got worse. He told me the same thing. The steering wheel only goes on one way and told me maybe I need an alignment. I said it wasnt that way when you got it and he seemed not to care. And he said if we provide you with such bad service why do you come back! The conversation was over then.

  

  Business response

  07/26/2023

  Customer has submitted two separate ******************** complaints on 7/20/23 and 7/21/23 against Berger Chevrolet. Berger Chevrolet has discussed the situation in depth with the customer. We do not feel that either complaint is an acceptable complaint according to BBB criteria. Our business works hard to maintain credibility with our customers and community through quality automotive sales and service. We have done everything in our power to properly service the customer vehicles. Unfortunately, the wheel the customer has mentioned has no stock available from the manufacturer. We have made recommendations based on the vehicle diagnosis, but the customer declined. 

  Customer response

  08/01/2023

   
  Complaint: 20353802
  
  I am rejecting this response because:
  
  Sincerely,

  
  
  ***********************

  Customer response

  08/04/2023

  They didnt try to make anything right with me. Their response was alway placing blame else where. As to the 2022 traverse the vehicle is covered by a GM bumper to bumper warranty and anything that wasnt right should have been covered. 
  mans to the corvette I made 3 trips to have them do a job. They wasted my time money and miles on my car and after bringing it back the first time theres no way I shouldve got it back wrong still. I 100 percent believe they owe me for my time and inconvenience. 
  

  

  Business response

  09/07/2023

  Hello, the vehicle needs an alignment or the steering wheel mold is wrong. Customer has declined these options. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 I purchase a 2017 ***** Equinox from a salesman named **** from Berger Chevrolet on *****************. The vehicle had roughly 80k miles on her and we were told was inspected. During this period of time, I kept up on all of my oil changes and they were completed at the dealership. 2 years later, we started noticing that the vehicle would want to cut off at stops. I took the vehicle to 2 different mechanics later that stated I would need a new engine because of a timing change issue due to oil consumption. We looked up this issue and noticed there have been recalls all the way up to 2014 for this same issue but due to myself having a 2017 it wasn't included. I contacted the dealership immediately and the salesman stated he'd talk to the manager to see what could be done due to me being 6 months outside of my warranty when this happened. He'd come back to us stating that he was sorry and said that his manager was unwilling to do anything due to us having the vehicle too long (2 and 1/2 years). The salesman was aware that this was possible after stating that his daughter dealt with the same thing. I'm requesting help and resolution with this due to the vehicle should've have an accurate inspection b before purchase and no 5 year old vehicle should need a new motor when every oil change has been up to date and kept on record by the dealership. Repair centers are quoting us at $5000 for a new motor and this vehicle is still being financed. We do not have an additional $5000 on top of our regular monthly payments plus insurance. They should've have inspected this vehicle accurately before selling it.

  

  Business response

  10/04/2024

  This vehicle was purchased 3-7-20. At the time of purchase, Tory McAlister purchased an extended warranty and it also came with a 30 day warranty from Berger (The extended warranty was purchased for 2 years or 24,000 miles so would now be expired). The vehicle came back for oil changes only through 7-30-22. We have not seen this vehicle since then and it has never come to our service department with any complaints. Per Tory, we understand the sales department was contacted approximately 4 years after purchase. There would be nothing the sales department would be able to do that long after purchase, and they can not fix vehicles, it would have to come to service. We do not know anything about the maintenance on the vehicle and can not take “other shops” diagnosis. It would need to be diagnosed by one of our GM certified technicians, but again, we have not seen this vehicle since July of 2022. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom this may concern,I leased a 2022 Chevrolet Silverado from Berger Chevrolet on October 12. 2023. On March 28, 2023, as I was driving on a busy street, the vehicle would not accelerate. After being able to curse to the stop light the vehicle shut off and I could smell a chemical/burning smell. After about **************************** the middle of the road, I was able to get the car started and drive to the dealership.On April 1, 2023, I was informed that the Control Valve was replaced. The next week I had to take the vehicle back because I could hear a clunking noise when starting up the vehicle, something I had never heard before. After leaving the vehicle overnight I was told that the sound was normal and that there wasnt anything Berger could do to address my concern. I have returned the vehicle to ***** four additional times in hopes that someone would assist me. I feel unsafe driving a vehicle that makes noises when I start it up and that could potentially shut down in the middle of another busy road, even worse a highway. It is not normal for a brand-new leased vehicle to shut off or make noise when starting it up. I would like to get out of this lease as the vehicle is unreliable and I am hoping that the BBB can assist me on this matter.Thank you in advance for your assistance.

  

  Business response

  04/21/2023

  I spoke with Dericee today. She is actually very nice!I explained her issue is unfortunately with GM as we have rules and regulations to follow. I spoke with her about her issues and experiences, assured her to let me know if there is anything she needs, gave her the number to GM Customer Assistance and will follow up with her that way. I also sent her an email so she has my email contact and I assured her she could contact me anytime. At the end she apologized for calling BBB 

  *********************************

  Customer Experience Manager

  **********************

  ************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 ****** Rouge from Berger for ********* They committed to provide me with a safe and reliable vehicle that has been through their certified process and serviced by them to ensure that this machinery was safe for personal use and transportation purposes. They offered gap insurance which I agreed to, secondary coverage for $2900 which I refused at the time with the option to come back and purchase it if I feel necessary and I didn't want to pay interest on it. I asked if I could come back and purchase it from them at cash price and they offered it to me for $2600. They also gave me a 30 day / 1,000-mile warranty on powertrain because it was under ******* miles and because there was no manufacturer warranty. I left from there happy with my new to me ************** I thought was safe and ensured so by them at Berger, with documentation and all the service records and guarantees they ensured me with, especially that they are not like Motor Mall down the road, they stand behind their work and vehicles. I went to them with the hopes to be treated as the reviews were stating and now, I have nothing good to say and the good feeling I had Friday is gone. I took my new to me car for a family road trip which turned into a horror show and thankfully my family and I made it safely. The vehicle started having issues immediately Saturday afternoon. I noticed I couldn't accelerate over 80 and the RPM's were jumping. All while having the pedal to floor and no acceleration. Mind you this happened on the highway with my family in the car while driving 80 miles/ hour traveling to Novi for a fun family trip. Supposedly.I immediately call ************************* my salesman and he ensured me no worries bring it on Monday and you'll be fine. Well, the vehicle broke down and I had to pay out of pocket ******* to have it towed due to no response from my sales rep. *** I have no vehicle and a debt I don't want. I don't trust this machinery to be safe for my family or others.

  

  Business response

  10/11/2022

  ****,
  We apologize for the very unfortunate situation you are in with the ****** Rouge. Our mechanics did a multipoint vehicle inspection on this vehicle, as we do for all vehicle. Unfortunately, at the time of the mechanic check, we did not see any issues with the vehicle. We truly understand your frustration and are actively working to remedy this.  

  
  BBB,
  The items noted in the customers desired settlement are currently in progress, as we have discussed with the customer prior to receiving the notification of a BBB complaint. Once we receive the tow bill from the customer, we will reimburse him for that. We have given him a complimentary rental vehicle to drive while the vehicle is getting fixed. 

  Customer response

  10/12/2022

   
  Complaint: 18192281
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  10/13/2022

  They have not responded yet. I did email a rep from BBB this exact ask from me to Berger to remedy this horrific experience and make both parties walk away in harmony:

  Here was my ask to Berger to remedy:

   

  Good day,
  I appreciate the calls and communication with me. Mostly for hearing me out and being understandable with me and the situation I am in, thus far. 
  
  I respect this consideration. I don't blame you personally or the sales rep, but the ball was dropped somewhere at Berger with this piece of Machinery. 
  
  It put my family, other travelers, and myself in an unsafe situation that has me jolted, my girlfriend, and mostly my son. Thankfully no one was injured or worse, physically. 
  
  Mentally and emotionally, we all are frazzled and jolted. I've been in some bad situations before but to have others I am supposed to protect in an unsafe situation as so makes me feel really unsafe and in an unreliable situation with this piece of machinery.
  
  To start, I test drove a 2016 **** Edge and was sold on it and told the sales rep but they didn't have the other two vehicles in that I wanted to way my options on. He said that he was not in the following day and to come back Friday and we can make the deal on the **** Edge and look at the other two vehicles for options to make on Friday.
  
  I contacted him with hopes and drove there to drive away in my **** Edge. Texted the sales rep and he said come on down, only to find out they sold the **** Edge. 
  
  I was frustrated by this, just as I know how business goes. I still wanted to do business with what I deemed a reputable dealership. I made a decision on the 2017 NR due to the miles even though it was $2000 more than the car I thought I'd be driving away with, I chose your offer over the offer with **** **********, which I lost the option to purchase a 2017 **** Edge with less milage. But I love NR and drive them as rentals all the time and it was something new to me. 
  
  I was happy initially (less than 24hrs) with the 2017 NR, which ****** and ***** were the other options I wanted to look at initially with the **** Edge. We drove it, it felt right and I accepted the vehicle that I didn't plan on leaving with. 
  
  To top it off it was at a half a tank of gas and had not been cleaned on the inside. My girlfriend noticed the glitter and hair all over in the machinery. I made a comment on that and a few discrepancies on the vehicle. Also no floor mats or the trunk cover.  When the sales rep laughed it off. 
  
  To be honest as a secondary option I was more happy driving away in this than the Edge, well I hoped to be. Then less than 24hrs later. 
  
  I didnt expect this to end the way it has, this is not what I would expect from a reputable dealership as yourselves. 
  
  This was my initial experience with the sales team.
  
  Now, we are here trying to see how this horrific experience can be made right and make me a happy customer. Who would love to do return business with and refer others to. 
  
  But after buying my first car from a reputable dealership (Berger Chevy) I had a major powertrain issue malfunction while driving my family on our family trip to ****. Which could have ended up totally different. By the ***** of God and my alertness and no other drivers being distracted it didnt. 
  
  I tried to contact my sales rep who answered the phone and when I explained to him the initial issues and how I could not drive over 80 mph and the RPMs were jumping. He said, no worries, cant be, bring it in on Monday and well look at it with our parts guy) 
  
  Then it broke down on the highway while driving 80 MPHs and after sitting for a while it started and puttered from ***** mph s on the highway all the way to ****. I texted him nothing, I called nothing. So, I had to have it towed back to you. 
  
  After delegating and contemplating what I feel is above and beyond and have some safety with this machinery and maintain a future of business and good reputation from me. Here is how I can be made a happy customer and not live in fear in this machinery for the next five and half years every day I drive this machinery:
  
  
  Reimbursement for a failed family trip, extra expenses accrued: for towing expense, and for the cost to get me and my family home in time for my girlfriend to make it to the airport for her flight. From ****, ** to ************, **. (Which I am willing to have added all accrued expenses to the principal of the purchase for this machinery or subtracted from the sticker price of vehicle.)
  

  The replacement transmission with **** miles with the three-year warranty but you all add an additional warranty for two and a half years. All costs and labor to be held by you and I'll pay deductible. (As long as I maintain ownership of the machinery. If I sale the machinery or trade it in the warranty will be void)
  To have the machinery inspected and a full diagnostic by a certified ****** shop at your cost after repairs are made. Because this was done initially by your person, and they missed this major malfunction or signs. Which I was ensured all was done and would be covered in the 30 day/1000 mileage warranty because it was under 100,000.

  
  Add the additional coverage that **** offered me for $2600 by 10/31/2022 - We split the bill $1300 a piece or your $1300 can be added to the principal and I bring in the cash once my new to me machinery is fixed, safe, and I am ensured my family and I are safe. 
  Id like to change the terminology to my, new to me car again, instead of a piece of machinery. 
  
  
  I believe that this a fair proposal and await your response. Again, thank you for your consideration and willingness to hear me out. 
  
  
  Respectfully,
  
  
  **********************************;
  
  
  *** all rights reserved***

  

  Business response

  10/27/2022

  We have communicated extensively with the customer regarding this case and have come to a mutual agreement outside of BBB case replies. This case complaint has been thoroughly addressed and resolved. 

   

• Initial Complaint

  10/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Chevrolet is constantly showing inaccurate (sold) inventory that I cannot purchase on their website. I have repeatedly asked for them to show 'sold' inventory as 'sold' on their website (they claim they can't take it down until it's delivered). This is bait and switch. The specific stock number this time is 2023 CHEVROLET TRAVERSE RS AWD VIN : ***************** Stock ID : ***** It is not available for purchase and has been on their website as 'available' for over a week. They will not remove the vehicle and state that 'this is how all the dealerships work' and that's not cool

  

  Business response

  10/03/2022

  Hello *****,
  As a Chevrolet dealership, we are not able to do what you are asking in your desired settlement, Modification/discontinuance of an advertised claim.

  Due to the pandemic, we are still in unprecedented times. Our industry, and all industries, are still experiencing the lasting, negative impacts of the ******19 pandemic. From illnesses to factory shutdowns to chip shortages to supply chain issues, we have little-to-no control over countless areas that are impacting your concern regarding units on our website.

  If this was a few years ago, we would have ***** vehicles available on our website and on our lot for customers to take delivery of and drive home in that same day. But today, it is not that way. 

  We cannot **** a vehicle as sold until is has been delivered to the customer and ****ed as delivered in our system, which in turn notifies Chevrolet as well as removes it from the website. 

  We have disclaimers on our website;we have a team of dedicated employees who are here to answer questions like yours and many others. Unfortunately, the answer we gave was not satisfying to you;but leaving a complaint on BBB will not change the fact that this vehicle will be removed from the site when it is delivered to the customer. However, as this is a new vehicle, we would be happy to help you order a 2023 Traverse RS AWD that would be the same as this one.

  We truly hope that you can understand that we are in truly unprecedented times, but are trying our best to provide quality service to all of our customers. We hope that you do not leave complaints on other dealerships where youve experienced this issue. As it is for us, your request will be out of their control. 

  Thank you for your time.

  Best,
  Berger Chevrolet Team  

  Customer response

  10/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is less than adequate.  Their sales tactics are likely in violation of the ******** consumer protection act.  This dealership as well as many others refuse to confirm availability of the items advertised for sale without first completing a transaction (taking my contact information).  Their policies allow them to use and sell that information.  They state they can't fix the inventory issue, but they can at least fix the issue they have relaying basic information without games.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Purchased a used car Nov. 27,2021, ****** Accent 2017, I have almost had 4 accidents in this car, because of faulty breaks. I have spoken with the salesman, Joel V***** twice about this, each time he was suppose to call me back, but didn't. I took the car to the ****** dealership for diagnostics January 17, 2022, which cost me $89.90. I've only had this car for less than 2months. The rotors are very rusty and should be replaced. I have to put the car in neutral to stop! The Catalytic converter needs to be replaced. Pads/rotors $551.10. Catalytic converter $2,019.88. Brake flush $119.95. Total of $2,949.16. I don't feel safe in this car, please help me.

  

  Business response

  01/31/2022

  ********* ****** called and left a voicemail that her brakes were bad on her 2017 ******* Accent on January 17, 2022. Berger Chevrolet followed up with her same day to address the issue. Mrs. ****** claimed that when it snowed she had to put the car into neutral to be able to stop the car; otherwise, it would slide. She was directed by her salesperson to take the car to a ******* dealership. The ******* dealership recommended brakes and rotors among other upsell items. Upon review of our original mechanical inspection, the brakes were safe, within specs, and all 6mm. Even though this issue was outside of our 30 day policy, Berger Chevrolet offered to have her ******* Accent's brakes inspected at an independent service center at no charge to her. We set the appointment for her the very next day at 9:00am on January 18, 2022 with **** **** *********** on ********. Although we did not know the exact time when Mrs. ****** sent the BBB review, we believe it was prior to her 9am appointment. **** **** *********** inspected her brakes and deemed them in good condition and well within specs with some minor rust at the edge of the rotor. They also suspected that her stopping issue was quite possibly due to 'snow pack' and not a brake issue.
  
  

  Customer response

  02/01/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

*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. ↩