Derek Hughes was wonderful to work with! He was attentive to our needs as we shopped and stayed in touch via email over the week. We were working with other dealerships but because of Derek’s impeccable customer service we finalized our purchase with Bergstrom. He even helped detail the vehicle so we could leave earlier! We intend to use him in the future and will tell anyone that asks to look him up.
Dropped car off at 7:45 with plan to have work completed by 4:30. Waited 35 min for shuttle pick up at 4:15. Didn’t leave dealership with my car until almost 6pm and even told them not to wash it so I could leave sooner.
This time everything went good. Last time I had terrible service and was told I would get a free oil change or tire rotation when I brought it up to the service man he told me he had no record of it. Would have been better with just an apology instead of promising me something and then not delivering.
While the amenities are nice, there are drawbacks to this dealership. The last 3 times I have brought my vehicles in, I have experienced less than satisfactory service. I have waited prolonged periods of time, that are well outside what I was told for waiting times. I was also quoted a particular price on a repair. The final price was not in the realm of reality compared to what the quote was. This is unsatisfying and questions the ability of service consultants to accurately market and price your services. In another instance, there were so many customers waiting for service, and the urgency to serve and accommodate the customers was severely lacking. The service consultants were walking at leisurely paces in and out of the shop/office. The standard response by all of them was "We are sorry, we are just really busy", or "We apologize for the delay, it's been a crazy day". This is fine response every now and then, but it can't be a standard practice that has seem to become the normal. People spend their time and money to bring vehicles to Bergstrom. It seems poor time management, complacency, and lack of urgency has become accepted at this dealership. Additionally, it appears to have a non-existent method for customer accommodation to offset these shortcomings. These past experiences has me largely questioning ever bringing my vehicles back, along with recommending this dealership to future customers.