Confirmed Service Customer
Extremely poor service experience at Bergstrom Buick and GMC Appleton. Almost 4.5 hours to mount and balance 4 new tires and do an alinement check. My appointment was at 11am, I was at the dealership 10 min. early, easily checked in by 10:53am. I was told 1.5 hours to do the tires and alinement. I was going to wait for it. Vehicle was not touched until after 12:00 pm. I received a text at 12;49 pm saying everything was going smoothly and if i want them to perform a 45000 mile service. I stated, I did not have time for that today. The next time I was updated was at 2:05 pm to say they would be finishing up the tires soon and then the alinement, I said, "3 hours to mount and balance 4 tires, what is taking so long?" I was told, "Well we didn't start on it until after 12."' I asked why I make an 11 am appointment to be serviced an hour or longer after that? wasn't given much of an answer. At 2:20pm, I was told the would do the alinement check, i told the advisor that this was getting very excessive on time and was told i could come back at a later time for that. 3.5 hours into this service you got 4 tires on ? "I said, I don't have time for this but i have less time to come back, just get it done." At 2:35, I was told the alinement was off, do I want it fixed? Isn't that what an alinement supposed to do? All adjustments ,no parts needed. finally at 3:20 pm was told it was complete. This was a very poorly handled and executed service visit. I have been a loyal customer of Bergstrom Auto for more than 30 years, this was by far the worst experience I have had with them. I will rethink my choices for service in the future.
Rick S.
APPLETON,
WI
Business Response
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