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| - Overall my experience at Bergstrom Chevrolet of Madison did not live up to expectations. The buying process left me with the impression that Bergstrom is generally uninformed about the vehicles they sell, incompetent when it comes to dealing with their customers, or generally deceitful.
Below are some of the specific issues I encountered:
Issues started when I first made arrangements to visit Bergstrom Chevrolet of Madison to learn more about the 2017 Chevrolet Volt. The sales advisor I spoke with had little to no knowledge of the Chevy Volt's features and functionality. During the test drive, he was unaware of the features available on the specific car we were driving.
The sales advisor was also unaware of the incentives being offered for the 2017 Chevy Volt. When I specifically asked about financing offers I was told that nothing was available for the 2017 Chevy Volt. While still in the sales advisor's office I consulted the Chevrolet website and saw an offer for 0% financing through the end of the month. When confronted with this information, he had to "speak to his manager" to approve the offer. I felt that the offer was purposefully withheld in the hopes that I would opt for lease over financing. I'm not sure if this was an example of the sales advisor being uninformed or purposefully deceptive.
I next had questions about the features available on the myChevrolet app, specifically the ability to lock/unlock doors and start the vehicle using the app. While reading the brochure for the Volt, I thought it mentioned that the features of the myChevrolet app were free for the first 5 years. When I asked the sales advisor if this were true, I was told that there would be no fees as long as I was using the myChevrolet app. After I purchased the car I received an email from OnStar stating that the features in the myChevrolet app would be free for 5 years. This is either another example of the sales advisor being uninformed or being purposefully deceptive. Either way, it was not acceptable.
Once I decided to purchase the vehicle, we arranged for a day and time to pick up the car. Due to scheduling issues, I had to make specific arrangement to pick up the vehicle on the agreed upon date. When the day came I was told, about an hour before the agreed upon time, that the car was not available. After some very poor communication with the sales advisor I was told that the vehicle had, in fact, been delivered earlier in the day. The sales advisor had been unware of this. When I finally came to pick up the vehicle, it was not ready and I had to wait well over an hour. It was late in the evening and my kids were with me, so the extra delay was an inconvenience. When the vehicle was finally ready to be driven off the lot I was told that the battery had no charge. I was incredibly excited to receive my Volt, but was very disappointed that my first experience driving it would be without battery power.
And finally, the overall communication with my sales advisor, almost exclusively by email, was poor and unprofessional. Email responses often consisted of a few words or sentences. It's certainly not the level of service I expected.
Update (4/5/17): Bergstrom did reach out to me to acknowledge my concerns, which I do appreciate. What I would appreciate even more is an effort, on their part, to modernize their selling process. The old stereotype of the "car salesman" needs to go away. When everyone owns a smartphone and has access to real time information on anything they want to purchase, there's no room for games or dishonesty. I don't know anyone who enjoys the car buying process. Simplicity and transparency would be welcomed.
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