Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Certified Pre-Owned (CPO) 2019 *** ****** in 2020 from Bergey’s Buick GMC in Souderton, PA. Two defective wheels were replaced due to delamination under the New Car Warranty. The remaining 2 wheels had the same issue within the CPO warranty and supposedly are no longer covered. The FTC has established the ************* Warranty act governing warranties for these instances. The only warranty details that the seller, Bergey’s, provided at time of purchase is attached entitled “warranty.pdf”. It does not disclose or describe the terms, conditions, or exclusions of the warranty. I researched the GM CPO website for the warranty terms where GM markets the CPO warranty as an extension to the New Car Warranty (clearly is false as the defective wheels were covered under the new car warranty and now, they are presumably not covered under the CPO warranty) and provides a list of exclusions – it does not mention wheels or defective parts. The website directs you to “see participating dealer for limited warranty details”. I contacted Bergey’s Buick GMC General Manager on 2/28/2023 and received a response from the Pre-Owned Vehicle Sales Manager on 3/1/2023. Between 3/1/2023 and 3/25/2023 after multiple email conversations with the Pre-Owned Vehicle Sales Manager, no written warranty to explain the terms, conditions or exclusions could ever be provided. On a customer service note, The Pre-Owned Vehicle Sales Manager has stopped responding to requests for updates. The only list of exclusions available to the average consumer do not exclude the defective wheels. In fact, in the document entitled warranty.pdf, it states “Your warranty provides extensive coverage for defect in materials or workmanship”. Marketing the CPO warranty as an extension of the New Car Warranty is false and misleading to the average consumer. Based on the above, I am requesting that Bergey’s, as the seller of the vehicle and warranty, make good on the replacement of the 2 defective wheels.

  Business Response

  Date: 06/09/2023

  *************************,

  We need the opportunity to make the case for you to General Motors.  Even though, they have weighed into the decision prior to us being engaged, we will still make the effort to resolve this in your favor. Please contact our Service Manager ***************** to bring your vehicle in to open a claim.  ***'s direct phone #************.

  Thanks

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

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 27, 2022 I had my truck serviced at Bergey's ***** *** location for a diesel exhaust system fault. The solution was to replace a diesel particulate heater. I paid roughly $950 and was told that the problem was fixed. Exactly 2 weeks later, the check engine light came on so I brought the vehicle to Bergey's to have the computer code pulled. The code showed an exhaust system fault again. Since that time, I left my truck with service to fix the problem that was not fixed fully in December. Service has given me a loaner during this entire time. My issue is that as of March 12, there has been no movement on the repair since leaving my truck with Bergey's on January 17. Bergey's has not once initiated a call to keep me informed despite me asking for weekly updates on what the local service station and GM field engineer have tried to do to fix the problem. Out of frustration and concern I contacted GM customer service on February 1 and have a regional rep that calls me each week, but the local Bergey's generally has not given her details to share with me. The only specifics I have at this point is that a GM field engineer was supposed to visit the local service station the week of February 20 to look for a possible vacuum leak in the system. As of March 12, according to the regional rep, although a field engineer was at the local Bergey's the week February 27, that engineer did not attend to my vehicle. I was also informed, by the regional rep on March 7 that a local service manager would be calling me, but I received no call in the 5 days since. I am beyond frustrated with the lack of communication in this situation especially considering the fact that my vehicle has been sitting at Bergey's for 2 months. I also question the service stations desire to address my repair since there appears to have been a field engineer at the facility but they did not find my vehicle a priority even though my vehicle had already been sitting for over a month.

  Customer Answer

  Date: 04/27/2023

  On April 14 I received the truck. The repairs were completed and the business worked with me on price due to my inconvenience. I am satisfied with the response from the company.